Shipping & Refund Policy

1. All Purchases Are Final

The treatments offered through Insert MD are elective and are generally not covered by insurance. As stated in the Informed Consent you acknowledge when ordering, once a prescription has been approved and dispensed or a consultation has been completed, purchases are final and non-refundable. This applies to compounded medications, prescription medications, supplies, lab panels, and completed consultation fees, whether or not the packaging has been opened.

2. Why Medications Cannot Be Returned

Every prescription medication is prepared by a licensed pharmacy specifically against your individual prescription. State and federal pharmacy regulations governing sterility and chain of custody do not allow a pharmacy to accept a medication back once it has been dispensed. For that reason, medications cannot be returned, exchanged, or resold under any circumstances.

3. If the Provider Does Not Approve Treatment

Every medication order is reviewed by an independent, licensed healthcare provider of Holistic Health and Wellness VA PC. If the provider determines that treatment is not appropriate for you, the medication will not be dispensed. If your card was placed on an authorization hold, the hold is released; if medication or shipping was paid upfront, the medication and shipping amount will be refunded to your original payment method. Refunds and hold releases are typically processed within 5–10 business days of the provider's decision; your bank or card issuer may take additional time to post the credit.

The consultation fee covers the provider's clinical review (or live video consultation) and is not refunded once the review or consultation has taken place, regardless of the outcome of that review.

4. Cancelling or Changing an Order or Subscription

You may request to cancel or change an order at any time before the provider has approved it and the pharmacy has begun preparing your medication, by contacting us at the details below. If you cancel before the clinician review or live video visit starts, any consultation fee paid is also refunded. Once a medication has been compounded or dispensed, the order can no longer be cancelled or changed and the purchase is final.

For recurring plans or subscriptions, you may cancel at any time in your patient portal or by contacting support. Cancellation stops future billing cycles; any order or refill that has already been prescribed, compounded, or shipped is governed by the sections above.

5. Shipping

Medications are shipped directly from the licensed dispensing pharmacy. Orders typically ship within 2–5 business days after the provider approves your treatment. You will receive a tracking number by email and in your patient portal once your order is on its way.

• Orders ship only to valid physical street addresses within the United States, in jurisdictions where the dispensing pharmacy is licensed to ship your specific medication. Certain medications and controlled substances have state-specific shipping exclusions enforced at checkout. We are unable to ship to PO boxes or freight forwarders.
• Temperature-sensitive medications are shipped in insulated packaging with cold packs. Please follow the storage instructions included with your medication and refrigerate promptly on arrival where indicated.
• An adult signature may be required on delivery. Please make sure someone is available to receive the package, and check your tracking information for the expected delivery date.
• Shipping charges, where applicable, are shown at checkout and are non-refundable once an order has shipped.

6. Shipping Delays

If the dispensing pharmacy is unable to ship your order within the stated time frame, or a shipment is delayed for a reason outside our control (including pharmacy backorders, carrier disruptions, or weather), we will notify you. If an order has not yet been compounded or dispensed, you may choose to wait for it to ship or to cancel it for a refund of any undispensed medication and shipping cost. Completed consultation fees remain non-refundable.

7. Damaged, Incorrect, or Missing Shipments

If your order arrives damaged, warm when it should be cold, is missing items, or contains the wrong medication, contact us at support@insertmd.com or (512) 778-0376 within 48 hours of delivery with your order number and clear photographs of the packaging, shipping label, and contents. We will coordinate with the dispensing pharmacy to arrange a replacement shipment at no additional charge. Because dispensed medications cannot be returned, the remedy for damaged or incorrect shipments is a replacement, not a refund. Do not use medication that appears damaged.

If tracking shows your package as delivered but you have not received it, contact us within 48 hours so we can open an investigation with the carrier and pharmacy and arrange a replacement where appropriate.

8. Chargebacks

If you have a concern about a charge, please contact us first so we can resolve it directly. Approved refunds are returned to your original payment method within 5–10 business days. Disputing a charge with your bank for a consultation or medication that has been provided or dispensed in accordance with your prescription and this policy may result in suspension of your account.

9. Contact Us

Please reach out with any questions before your order is dispensed — we are happy to help.

Rx Group LLC d/b/a Insert MD

Email: support@insertmd.com

Phone: (512) 778-0376

7210 Manatee Ave W #1186, Bradenton, FL 34209