Policies
Return eligibility depends on whether you ordered from our online shop or received a compounded prescription from our pharmacy. Read the section that applies to your purchase.
Shop
Dissolvable oral strips and related products ordered from connectwellness.health.
We will replace or refund an order when you receive the wrong product, a product that arrived damaged, or a product that is defective due to a manufacturing or packaging issue.
Contact us within 14 days of delivery with your order number, a description of the issue, and photos of the product and packaging when damage or a shipping error is involved. We will review your request and respond with next steps.
For health and safety reasons, we cannot accept returns of opened, used, or tampered products, including oral strips that have been removed from sealed packaging.
We do not offer returns or refunds for change of mind, products ordered in error by the customer, or orders that are refused or undeliverable because of an incorrect address provided at checkout.
Email or call us using the contact information on our website. Include your order number, the items affected, and any photos that help us verify the issue.
If we approve a return, we will provide instructions for returning the product when a physical return is required. Do not send items back without confirmation. We cannot guarantee credit for unsolicited returns.
Approved refunds are issued to the original payment method. Please allow 5-10 business days after we process the refund for it to appear on your statement, depending on your card issuer.
When stock allows, we may offer a replacement shipment instead of a refund for damaged or incorrect items. Shipping charges on the original order are not refunded unless the return is due to our error.
The terms above apply to both retail and approved wholesale accounts. Wholesale pricing or minimums do not change eligibility for damaged, defective, or incorrect shipments.
Pharmacy
Compounded prescription medications prepared and dispensed by Connect Wellness.
Compounded prescription medications cannot be returned once dispensed, in line with applicable state and federal pharmacy law and patient-safety requirements.
If you believe there is an error with your prescription (wrong drug, strength, quantity, or labeling), contact the pharmacy immediately. We will work with you and your prescriber to resolve dispensing errors.
If a prescription arrives damaged or outside required temperature range, call the pharmacy as soon as possible. Do not use medication you suspect was compromised in transit.
We will investigate with the carrier and coordinate replacement or other resolution with your prescriber when appropriate.
Questions about your order? Contact us. See also our shipping & delivery policy.