How orders are processed and shipped, and how to cancel.
Effective August 28, 2026 · Last updated August 28, 2026
Placing an order is a request for a consultation, not a purchase of medication. A licensed provider reviews your intake first. If treatment is not appropriate for you, no prescription is issued and you are not charged for the medication.
We ship within the United States to states where our partner providers are licensed and the medication is available. Availability varies by state and may change. We do not ship internationally or to PO boxes for temperature-sensitive items.
You may cancel before your order is dispensed by the pharmacy — email hello@agedefy.io or call 650-444-1650. Once a prescription has been dispensed it cannot be cancelled, because dispensed prescription medication cannot lawfully be returned to stock.
Recurring plans continue until cancelled. Cancel at least 3 business days before your next billing date to avoid that cycle being charged. Cancelling stops future billing; it does not refund a cycle already shipped.
Consultation fees are refundable only where a visit did not take place. Prescription medications are not returnable or refundable once dispensed, in line with federal and state pharmacy law. Laboratory fees are refundable until the requisition is used.
Contact us within 7 days of delivery if your order arrives damaged, incorrect or compromised. Keep the packaging. We will work with the pharmacy to replace the order at no cost where the fault is ours or the carrier’s.
If a package is returned undelivered because of an incorrect address or a missed signature, we will contact you. Reshipment may incur a further shipping charge, and temperature-sensitive medication that has been out of controlled conditions cannot be reshipped.
Order, shipping and cancellation enquiries are handled by our clinical partner’s care team:
careteam@getheally.com — 650-300-4334Write to us at hello@agedefy.io or call 650-444-1650 and our team will help.