Last Updated: November 2025

At Prime Metabolic Care, patient safety and medication integrity are our highest priorities. Due to federal and state pharmacy regulations, as well as safety requirements governing prescription medications, certain products cannot be returned once they have been dispensed and shipped.

Please review this policy carefully before placing an order.

1. Medication Returns

For the safety and protection of all patients, prescription medications and certain healthcare products cannot be returned once they have been dispensed and shipped from our pharmacy.

Because medications may be subject to storage, handling, and temperature requirements after delivery, we cannot verify their integrity once they leave our control. As a result, returned medications cannot be restocked or redistributed.

This policy applies to:

  • Prescription medications
  • Compounded medications (where applicable)
  • Temperature-sensitive medications
  • Injectable medications
  • Certain over-the-counter healthcare products

If you believe you received the wrong medication or product, please contact us immediately so that we can investigate and provide appropriate assistance.

2. Refund Policy

Refunds are generally not available for medications that have already been dispensed and shipped.

Refunds may be considered in the following situations:

  • An order is canceled before processing and shipment
  • A prescription cannot be approved by our healthcare provider
  • The requested medication is unavailable
  • A duplicate payment was processed
  • An error by Prime Metabolic Care prevents fulfillment of the order
  • A shipment is lost in transit and confirmed by the carrier

Approved refunds will be issued to the original payment method used for the purchase.

Please allow 5–10 business days for the refund to appear on your account, depending on your financial institution.

3. Order Cancellations

Orders may be canceled for a full refund only if they have not yet been processed, approved, or shipped.

Once:

  • A prescription has been approved,
  • Medication has been prepared for dispensing, or
  • The order has been shipped,

the order may no longer be eligible for cancellation or refund.

To request a cancellation, please contact our support team as soon as possible.

4. Damaged, Incorrect, or Defective Orders

If your order arrives damaged, incomplete, defective, or you believe you received the wrong product, please contact us within 48 hours of delivery.

To help us investigate the issue, please provide:

  • Your order number
  • A description of the issue
  • Photos of the product
  • Photos of the packaging and shipping label

Our team will review the situation and determine the appropriate resolution, which may include:

  • Replacement of the product
  • Reshipment of the order
  • Store credit (where permitted)
  • Refund (when applicable)

In certain cases, we may request the return of the product for inspection, quality assurance, or regulatory compliance purposes.

5. Shipping Issues

If your package is delayed, lost, or marked as delivered but cannot be located, please contact us promptly.

We will work with the shipping carrier to investigate the shipment and determine the best available resolution.

Please note that Prime Metabolic Care is not responsible for delays caused by:

  • Weather conditions
  • Carrier disruptions
  • Incorrect shipping information provided by the customer
  • Circumstances beyond our reasonable control

6. Non-Returnable Products

The following items are generally non-returnable and non-refundable once shipped:

  • Prescription medications
  • Opened healthcare products
  • Temperature-controlled medications
  • Injectable medications
  • Personalized or compounded medications
  • Products that have been used, opened, or tampered with

Exceptions may be made only where required by law or in cases involving shipping errors or product defects.

7. Contact Us

If you have questions regarding this Returns, Refunds & Cancellation Policy, please contact us:

Prime Metabolic Care

Phone: +1 (307) 500-7414
Email: info@primemetaboliccare.com

Our customer support team is available to assist with any concerns regarding your order.

Policy Updates

Prime Metabolic Care reserves the right to modify this policy at any time without prior notice. Any updates will be posted on this page and become effective immediately upon publication.

We encourage customers to review this policy periodically for the latest information.