Shipping Policy
Name: Rehab® Health Labs (hereby known as the Company)
Address of Record: 3050 Village Park Dr. Plover, WI 54467
Contact Phone Number: 715.303.1301
Contact Email Address: support@rehabhealthlab.com
Last updated: August 7, 2026
This Shipping Policy explains how orders placed through the Company’s website, patient portal, or other services are processed, transmitted for clinical review, fulfilled by licensed pharmacies, and shipped to eligible patients. It should be read together with the Company’s Terms and Conditions, Privacy Policy, applicable informed consent materials, and any policies or notices presented during checkout or the telehealth intake process.
The Company facilitates access to telehealth services and prescription fulfillment through independent licensed healthcare providers and pharmacy partners. The Company does not guarantee that a prescription will be issued. A licensed healthcare provider must first determine that a requested treatment is medically appropriate, and any prescription must be accepted and processed by the applicable dispensing pharmacy before shipment can occur.
Eligibility for Shipping
Products and services are available only where permitted by applicable law and where the Company’s affiliated provider and pharmacy networks are authorized to provide services. Availability may vary based on the patient’s state of residence, the location of the patient at the time of the telehealth encounter, medication type, pharmacy licensure, provider licensure, prescribing requirements, inventory, and other legal or clinical considerations.
The Company does not offer international prescription shipping. Certain products, services, or medications may not be available in every jurisdiction in which the Company otherwise operates. If an order cannot legally or operationally be fulfilled in the patient’s jurisdiction, the Company or its partners may cancel, modify, or hold the order and will communicate next steps as appropriate.
Clinical Review Before Fulfillment
Submission of an order or completion of checkout does not mean that a prescription has been approved or that a shipment is guaranteed. Before prescription fulfillment, patients may be required to complete a medical questionnaire, identity verification, telehealth consultation, laboratory testing, or other clinical requirements determined by the treating provider.
A licensed provider exercises independent medical judgment in evaluating each patient. The provider may approve, deny, modify, defer, or discontinue a requested treatment. If the provider determines that additional information is required, fulfillment may be delayed until the requested information, consultation, or testing is completed.
Order Processing and Pharmacy Fulfillment
Once a licensed provider determines that treatment is medically appropriate, the prescription may be transmitted to a licensed dispensing pharmacy. The dispensing pharmacy is responsible for prescription verification, preparation, labeling, dispensing, packaging, and shipment in accordance with applicable law and pharmacy standards.
Processing times vary. Delays may result from clinical review, prescription clarification, pharmacy workload, weekends or holidays, medication availability, supply limitations, payment issues, address verification, weather, carrier interruptions, state-specific requirements, or other circumstances outside the Company’s direct control. Any timing estimate displayed on the website or communicated by customer support is an estimate and is not a guaranteed delivery date.
Shipping Methods and Delivery Timing
The pharmacy may select the shipping method and carrier based on medication type, destination, temperature requirements, service level, and applicable pharmacy procedures. Tracking information may be provided when available. Tracking events are generated by third-party carriers and may not update in real time.
Patients should allow additional time for orders placed near weekends, federal holidays, severe weather events, or periods of unusually high pharmacy or carrier volume. A shipment may also be delayed if a carrier determines that a delivery address is invalid, inaccessible, or otherwise unsuitable for delivery.
Shipping Addresses
Patients are responsible for providing a complete, accurate, and deliverable shipping address. Before submitting an order, patients should confirm the street address, apartment or unit number, city, state, ZIP code, and any other information necessary for successful delivery. The Company and its pharmacy partners may rely on the address supplied by the patient.
If an address needs to be changed, the patient should contact customer support immediately. Address changes cannot be guaranteed after a prescription has been transmitted to the pharmacy or a shipping label has been created. The Company is not responsible for delivery failures, losses, or delays caused by an incorrect or incomplete address supplied by the patient, except where otherwise required by law.
Temperature-Sensitive and Specialty Medications
Certain medications may be shipped using insulated packaging, cold packs, or other temperature-control measures. Packaging and shipment protocols are determined by the dispensing pharmacy. Cold packs may arrive cool, warm, or fully thawed, and that condition alone does not necessarily mean that the medication has been compromised.
Patients should promptly open delivered packages and follow all storage instructions appearing on the prescription label, package insert, pharmacy materials, or communications from the provider or pharmacy. Patients should not use medication that appears visibly damaged, contaminated, improperly sealed, or otherwise unsafe. Questions regarding product stability, storage, temperature excursion, or medication integrity should be directed to the dispensing pharmacy or treating provider before use.
Delivery, Risk of Loss, and Carrier Issues
Once a shipment has been tendered to a third-party carrier, delivery is subject to the carrier’s operations and policies. The Company cannot control carrier routing, scanning, weather delays, missed deliveries, theft after delivery, or other events occurring after tender to the carrier.
If tracking shows that a package was delivered but the patient cannot locate it, the patient should first check the delivery location, others in the household, neighbors, front desk, mailroom, parcel lockers, and carrier delivery notes. The patient should then contact customer support promptly so the Company can assist with an investigation or direct the patient to the appropriate pharmacy or carrier process.
Lost, Delayed, Damaged, or Incorrect Shipments
If a shipment is lost in transit, substantially delayed, visibly damaged, or appears to contain the wrong medication or quantity, the patient should contact the Company as soon as possible and retain the packaging, shipping label, medication container, and any photographs that may assist with review. The Company may request documentation or may refer the matter to the dispensing pharmacy or shipping carrier.
Replacement, reshipment, refund, or other remedies are not automatic and will depend on the circumstances, applicable law, pharmacy policy, carrier findings, and whether the medication has already been dispensed. The Company will work in good faith with its partners to determine an appropriate resolution where a verified fulfillment or shipping error has occurred.
Prescriptions Requiring Signature or Special Handling
Certain shipments may require an adult signature, identity verification, secure delivery location, or other special handling. Patients are responsible for making reasonable arrangements to receive shipments when such requirements apply. Failure to receive a shipment may result in carrier return, additional shipping time, or additional fees where permitted by law.
Undeliverable and Returned Packages
Prescription medications returned to a pharmacy by a carrier generally cannot be restocked or redispensed once they have left the pharmacy’s control. Accordingly, a package that is returned because of an incorrect address, refusal, failure to retrieve the shipment, or other delivery issue may not be eligible for a refund or replacement. Any exception will be determined based on applicable law and the facts of the specific case.
Medication Availability and Substitutions
Medication availability may change without notice. A pharmacy may be unable to fill a prescription because of inventory constraints, supply interruptions, legal restrictions, formulation availability, or other reasons. When appropriate and permitted, the treating provider or pharmacy may contact the patient regarding an alternative strength, formulation, pharmacy, or treatment option. No substitution will be made in a manner that bypasses required clinical review or applicable pharmacy law.
Patient Responsibilities After Delivery
Upon receipt, patients should promptly inspect the shipment, confirm the medication name and patient information on the label, store the medication as directed, and review any included instructions. Medication should never be shared with another person. Patients should contact their treating provider or pharmacy with clinical questions, dosing questions, adverse reactions, or concerns about whether to use a delivered medication.
Force Majeure and Events Outside Reasonable Control
The Company is not responsible for delays or failures caused by events outside its reasonable control, including severe weather, natural disasters, public health emergencies, labor disruptions, carrier interruptions, cyber incidents affecting third parties, government actions, supply chain disruptions, pharmacy closures, or other similar events. The Company may adjust fulfillment methods or timelines when reasonably necessary in response to such events.
Changes to this Shipping Policy
The Company may update this Shipping Policy from time to time to reflect changes in operations, pharmacy relationships, carrier practices, applicable law, or the services offered. The updated policy will be posted on the Company’s website with an updated effective date. Continued use of the services after an updated policy becomes effective constitutes acknowledgment of the updated policy to the extent permitted by law.
Contacting Us
Questions about shipping, tracking, address changes, damaged shipments, or order status may be directed to the Company using the contact information listed at the beginning of this policy. For medication-specific questions, storage questions, dispensing concerns, or clinical issues, patients may also be directed to the dispensing pharmacy or treating healthcare provider.