How Reclaim works.

When you order from Reclaim you are buying a physician’s evaluation of your request and, if a physician prescribes it, the medication or product they prescribed.

You are not buying a membership, a subscription or a plan. There is no joining fee, no monthly fee, and no charge for having an account. If you never order again, you are never charged again.

Every price on this site includes:

• the physician’s evaluation of your request
• the monitoring that goes with that treatment for as long as your supply lasts, including messaging your physician about it
• any dose adjustments during that supply
• shipping to your address

It does not include laboratory testing. Where labs are needed, the laboratory — Quest or LabCorp — bills you directly at their price. We do not add to it and we do not take a share of it. You may also upload your own results from the last six months instead of having new ones drawn.

We do not bill insurance and cannot submit claims on your behalf. You may be able to pay with an HSA or FSA card; whether a particular item is eligible depends on your plan, so check with your plan administrator rather than relying on us.

• At checkout we save your payment method and place an authorization on it. Nothing is charged at that point.
• Your card is charged only after a physician has approved your request.
• If your request is declined, the authorization is released and you are not charged. A released authorization can take a few business days to disappear from your statement depending on your bank — that is your bank’s timing, not a refund being processed.
• If part of your request is approved and part declined, you are charged only for the approved part. Each item is priced independently of every other item, so a half-approved plan costs the approved half and nothing more.
• The price shown when you place an order is the price you pay. If our prices change afterwards it does not affect an order already placed.

Your saved card

You confirm that you are authorized to use the payment method you give us. If your card is declined we may try again before cancelling the order, and we will tell you.

Card networks sometimes send merchants an updated card number or expiry date when a card is replaced or renewed. If that happens we may update your saved payment method so that an order you place in future goes through rather than failing. This never results in a charge you did not initiate — it only keeps a stored card usable for the next order you choose to make. Your card issuer can usually opt you out of that service; ask them.

• We do not auto-renew. Nothing you buy rolls over into another order, and nothing carries on after the supply you paid for runs out. When it runs out, you decide whether to order again.
• There is nothing to cancel on an ordinary order, because nothing recurring was started. You do not need to email us, call anyone, give notice, or find a settings page in order to stop. Stopping is simply not ordering again.
• The six-month weight loss program works the same way, in two-month blocks. It is not a subscription and it is not a contract. The medication ships in three two-month shipments, and we send you a payment request when each shipment is due — three instalments at a set rate, each covering the shipment it comes with. We never charge your card automatically, and nothing ships until you have paid that request.
• You are not committing to six months. Stop after the first or the second shipment and there is no penalty, no fee and nothing further owed. Not paying the next instalment is how you stop — no payment, no shipment, nothing to cancel.
• The only commitment is ours: we hold that rate for six consecutive months, so the price cannot move under you part-way through.

Before your order ships

Changed your mind? Tell us before your medication has been dispensed and we will cancel the order and refund you in full, no questions asked.

After your order ships

Prescription medication cannot be returned, refunded or re-dispensed once it has left the pharmacy, even if the package is unopened. This is pharmacy law rather than our preference: a dispensed prescription cannot go back into stock or to anyone else, so there is genuinely nothing to be done with it.

If something is wrong with your order

If it arrives damaged, is the wrong item or the wrong strength, or does not arrive at all, tell us within 14 days and we will replace it at no cost to you. Do not use a medication you think is damaged or incorrect — contact us first.

If you stop treatment part-way through

We cannot refund the unused part of a supply you already have. If you are stopping because of a side effect or because it is not working, message your physician first — there is usually a better answer than stopping and absorbing the cost.

If we cannot supply something you have paid for

If a shortage, a regulatory change or anything else means we cannot dispense what you were prescribed, you get that money back in full. We do not keep money for medication we did not supply.

Supplements and other non-prescription products

These ship from the same pharmacy as everything else and are treated the same way: once shipped, they cannot be returned or refunded. If a supplement arrives damaged or is the wrong item, it is covered by the paragraph above.

Declined requests

Nothing to refund, because you were never charged.

• Shipping is included in every price. There is no separate shipping charge and no minimum order.
• Orders ship from the dispensing pharmacy once your prescription is written. The pharmacy controls that timing, not us, and it can be delayed there — by a compounding queue, a stock problem or a shipping cut-off. We will tell you what we know. Tracking goes to your email when it dispatches, and any delivery date you are shown is an estimate rather than a guarantee.
• You are responsible for giving a correct, complete address at which you can receive a package. We cannot replace or refund an order sent to an address entered incorrectly.
• Some medications ship cold and need refrigerating on arrival. If you will be away, tell us before your order ships rather than after.
• Controlled substances may require a signature on delivery.
• If a package is lost or stolen in transit, tell us. We will work with the carrier and, where a shipment is confirmed lost, we will replace it. We are not able to replace a package the carrier has confirmed as delivered to your address, but talk to us before you assume that is the end of it.

Contact us before disputing a charge. A chargeback freezes your order and your care, and it does not get you an answer any faster. We will sort it out, including refunding you where we are in the wrong.

Prices, availability and errors

• Prices may change at any time. The price you were shown when you ordered is the one that applies to that order.
• Everything is subject to availability, and we may limit quantities or decline part of an order.
• If a price or a product description is wrong because of an error, we may correct it and reissue your order at the right price, or cancel the order and refund anything charged. We will not quietly charge you more than you agreed to.
• We cannot guarantee that any medication stays available. Shortages, manufacturing problems and changes in regulation all happen. If something becomes unavailable your physician will discuss alternatives, and you are free to decline them.

• Give complete and accurate information, in your intake and afterwards. Your physician is making real decisions from it.
• Tell your physician when things change — a new medication, a new diagnosis, a hospital stay, a pregnancy, a new symptom.
• Take your medication only as prescribed, and only yourself. Never give it to anyone else.
• Attend the check-ins your treatment requires. Ongoing treatment depends on them.
• Stop and get help if something feels wrong. For an emergency, call 911 rather than messaging us and waiting.
• You must be 18 or older to be treated by Reclaim, and physically located in a state where we practise at the time you are treated.

Where we can treat you

Reclaim treats patients in 22 states, and prescribes testosterone in 16 of them. If you move, tell us before you order again. The state notices page lists where we are licensed and what each state requires us to tell you.