What happens if there’s a delay with my on-demand delivery?

If there’s a delay with your on-demand prescription delivery, you can track the status in real time through the DrHouse app and receive updates on the estimated arrival time. In most cases, delays are minor and quickly resolved, but if your delivery is significantly delayed, there are steps you can take to get assistance.

Steps to Take If Your Delivery Is Delayed:

  • Track Your Delivery in the App: Open the DrHouse app to check the real-time status of your delivery. You’ll see updates on the courier’s location and estimated time of arrival.
  • Contact the Courier: If the delivery is delayed beyond the estimated time, you can contact the courier directly through the app to get more information on the status.
  • Reach Out to DrHouse Support: If you’re unable to reach the courier or if the delay persists, contact DrHouse support through the app. Our support team will investigate the issue and provide assistance.

Common Causes of Delivery Delays:

  • Traffic or Weather Conditions: Heavy traffic, road closures, or inclement weather may occasionally cause delays in delivery times.
  • Address Issues: Incorrect or incomplete addresses, or difficulty accessing certain buildings (e.g., missing buzzer codes), may slow down the delivery process.
  • High Demand: During peak times or holidays, delivery services may experience higher volumes, potentially leading to minor delays.

What If the Delivery Is Extremely Delayed or Cannot Be Completed?

  • If the courier is unable to deliver your medication despite multiple attempts, the prescription will be returned and destroyed for safety reasons.
  • Refunds are not available for undelivered medications due to safety and regulatory requirements.
  • In this case, you can either:
    • Schedule a new virtual visit to receive a new prescription and delivery (you’ll need to pay for both the visit and the medication again), or
    • Contact support to have your prescription sent to a nearby pharmacy for pickup (you’ll still need to purchase the medication again).

How to Minimize Delivery Delays:

  • Ensure Accurate Address Details: Double-check that your delivery address and any special instructions (like buzzer codes or gate details) are correct when placing your order.
  • Stay Available and Reachable: Be at your delivery location during the 1-hour window and keep your phone nearby in case the courier needs to contact you.

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