Refund & Returns
Policy

Our return policy is designed to balance customer satisfaction with federal pharmacy regulations:

• Returns must be requested within 30 calendar days from the delivery date. The delivery date is confirmed by the carrier's tracking information.
• All return requests require a Return Merchandise Authorization (RMA) number. Products returned without an RMA number will not be processed.
• Products must be returned in their original, unopened, sealed packaging with all labels, documentation, and accessories intact.
• We provide prepaid return shipping labels for all qualifying returns. You will not be charged for return shipping on eligible items.
• Returns are inspected upon receipt at our facility. We verify the product condition, seal integrity, and packaging before processing the refund.
• In cases of pharmacy error (wrong drug, wrong dosage, wrong patient), we process immediate returns and refunds regardless of the product type.

Refund amounts, methods, and timelines depend on the return reason and product type:

• Full refunds (100%) are issued for: wrong medication received, damaged/defective products, expired medications, pharmacy errors, and undelivered orders.
• Partial refunds may be issued for: opened OTC products in resalable condition (subject to a 15% restocking fee), or products with minor packaging damage.
• Refunds are processed to the original payment method used at checkout. We cannot issue refunds to a different payment method or to third parties.
• Refund processing time: Once the return is received and inspected, refunds are processed within 3-5 business days. Your bank may take an additional 5-10 days to reflect the credit.
• Shipping costs for the original order are refunded only if the return is due to our error (wrong item, damaged, defective). Otherwise, original shipping is non-refundable.
• You will receive a refund confirmation email with the refund amount, transaction ID, and estimated timeline once your refund is processed.

Due to strict federal and state pharmacy regulations, prescription medication returns have specific rules:

• Under federal law, once a prescription medication has been dispensed and leaves the pharmacy, it generally cannot be returned or resold — even if unopened.
• Exception — Pharmacy Error: If we dispensed the wrong medication, wrong dosage, or wrong quantity, we will accept the return and issue a full refund immediately.
• Exception — Sealed/Unopened: Some states allow returns of unopened, sealed prescription medications within specific timeframes. We follow the most permissive applicable state law.
• Exception — Damaged/Defective: Products damaged during shipping or with manufacturing defects are always eligible for return and full refund.
• Exception — Doctor-Ordered Change: If your healthcare provider discontinues or changes your medication due to adverse reactions, we may issue a partial credit on a case-by-case basis.
• Returned prescription medications are destroyed and disposed of in accordance with DEA and EPA regulations. They are never redispensed to another patient.

Over-the-counter (OTC) products have a more flexible return policy:

• Unopened, sealed OTC products can be returned within 30 days of delivery for a full refund (100%) — no questions asked.
• Opened OTC products in resalable condition may be returned within 30 days, subject to a 15% restocking fee. Product must be at least 75% full.
• Health & beauty products — unopened items are eligible for full refund. Opened items are eligible for exchange only within 14 days.
• Vitamins & supplements — unopened, sealed bottles can be returned within 30 days for full refund. Opened bottles are subject to the 15% restocking fee.
• Medical devices & supplies (blood pressure monitors, thermometers) — unopened items can be returned within 30 days. Opened/used devices are not eligible for return.

We take damaged and defective product reports very seriously. Here's our process:

• Report within 48 hours. Please notify us of damaged or defective products within 48 hours of delivery for the fastest resolution.
• Photo documentation. Take clear photos of the damage (packaging, product, shipping box) and send them to our support team. This expedites the claim process.
• No return required for minor damage. For products with minor packaging damage that doesn't affect medication integrity, we may issue a partial refund without requiring a return.
• Immediate replacement or refund. For significant damage or defects, we ship a replacement immediately (at no cost) or process a full refund — your choice.
• Shipping insurance. All orders are covered by shipping insurance. If a package is lost or damaged in transit, you are fully protected at no additional cost.
• Do NOT use damaged medication. If medication packaging is broken, crushed, or the seal is compromised, do not take the medication. Contact us immediately for a safe replacement.

We offer exchanges for certain products when available:

• OTC exchanges are available within 30 days of delivery. You can exchange for a different product, size, or quantity of equal or lesser value.
• Prescription medication exchanges are only available when initiated by your healthcare provider (e.g., dosage change, medication switch). A new prescription is required.
• For exchanges to a higher-priced product, you will be charged the price difference. For lower-priced products, the difference is refunded.
• Exchange shipping is free for the first exchange. Subsequent exchanges on the same order may incur standard shipping charges.
• Exchanges are subject to product availability. If the desired exchange product is out of stock, we'll offer a full refund instead.

You may cancel your order under the following conditions:

• Before processing: Orders can be cancelled for a full refund if the request is made before the order has been processed by our pharmacy (typically within 1-2 hours of placement).
• After processing, before shipping: If your order has been processed but not yet shipped, we can cancel it for a full refund minus a 5% processing fee.
• After shipping: Once an order has shipped, it cannot be cancelled. You will need to follow our standard return process after receiving the package.
• To cancel an order, contact us immediately via phone at +1 (561) 905-4006 for the fastest processing. Email cancellations may have longer processing times.
• Controlled substance orders that have been verified with your prescriber cannot be cancelled after verification, per DEA regulations.

We handle shipping issues with urgency and transparency:

• Lost packages: If your tracking shows "delivered" but you haven't received it, wait 24 hours (packages are sometimes marked delivered early). Then contact us for an investigation.
• Packages in transit beyond estimated delivery: If your package hasn't arrived within 3 business days after the estimated delivery date, contact us. We'll initiate a carrier investigation.
• Stolen packages: If you believe your package was stolen, we require a police report number. Once verified, we'll ship a free replacement or issue a full refund.
• Wrong address: If you provided an incorrect shipping address and the package was delivered there, we cannot guarantee recovery. We recommend contacting the carrier directly.
• Reship policy: For verified lost or stolen packages, we offer one free reship per order. Additional reships may be subject to additional charges.
• All orders include free shipping insurance. You are protected against loss, theft, and damage during transit at no extra cost.

In most cases, there are no fees for returns. However, certain situations may incur fees:

• No fees for returns due to our error (wrong item, damaged, defective, expired). We cover everything including return shipping.
• 15% restocking fee for opened OTC products returned in resalable condition. This covers the cost of inspection and repackaging.
• 5% processing fee for order cancellations made after the order has been processed but before shipping.
• No restocking fee for unopened, sealed products returned within the 30-day window — regardless of the reason.
• Original shipping costs are non-refundable for returns that are not due to our error (unless you paid for expedited shipping and received standard shipping).

Our dedicated returns team is available 24/7 to assist you:

• Phone (Fastest): +1 (561) 905-4006 — Available 24/7. Ask for the returns department for priority handling.
• Email: returns@usarxmeds.com — Include your order number, photos (if applicable), and reason. Response within 2-4 hours.
• Live Chat: Available on our website 24/7. Click the chat icon on any page to connect with a support agent instantly.
• Website: usarxmeds.com/contact — Submit a return request through our online form.
• Address: UsarxMeds Returns Department, 13 Freedom Trail, Faneuil Hall Marketplace, Boston, MA - 2109