What to do if my medication is damaged, lost, or stolen?
If your medication is damaged, lost, or stolen after delivery, you should contact DrHouse support immediately through the app so the issue can be reviewed and next steps can be provided.
Quick Answer:
- Contact support in the app right away
- Provide details about the issue (damaged, lost, or stolen)
- The team will investigate and guide next steps
- Medications cannot be returned or reused once dispatched
- A new prescription or refill may be required
What to Do
1. Report the issue immediately
Use the in-app support or FAQ section to report:
- Damaged packaging or medication
- Missing delivery
- Suspected theft after delivery
2. Provide details
Include helpful information such as:
- Delivery status and timing
- Photos (if the medication is damaged)
- Any relevant notes about what happened
What Happens Next
- The support team will review your case
- They may provide guidance on:
- Replacement options
- Whether a new prescription or visit is needed
- Each situation is handled individually based on what occurred
Important Limitations
- No returns: Medications cannot be returned or reused once dispatched
- No guarantees: Replacement or resolution depends on the situation
- Prescription rules apply: You may need a new prescription to receive medication again
- Delivery completion matters: If delivery was successfully completed, responsibility may shift to the recipient
Content on the DrHouse website is written by our medical content team and reviewed by qualified MDs, PhDs, NPs, and PharmDs. We follow strict content creation guidelines to ensure accurate medical information. However, this content is for informational purposes only and not a substitute for professional medical advice, diagnosis, or treatment. For more information read our medical disclaimer.
Always consult with your physician or other qualified health providers about medical concerns. Never disregard professional medical advice or delay seeking it based on what you read on this website.
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