Shipping & Refund Policy

Compounded Medications

All compounded medications are prepared and shipped by licensed compounding pharmacies. Shipping timelines depend on the pharmacy and the specific compound ordered. Typical processing and shipping times are:

• Processing: 3–5 business days after prescription approval by a licensed provider.
• Shipping: 2–5 business days via standard shipping. Expedited shipping may be available for an additional fee.
• Cold chain: Temperature-sensitive compounds are shipped with appropriate cold-chain packaging to maintain stability.

You will receive tracking information via email once your order has shipped. Loop Health is not responsible for delays caused by the carrier, weather, or other circumstances beyond our control.

Shipping Restrictions

Compounded medications can only be shipped to addresses within the United States. We currently do not ship to P.O. Boxes for temperature-sensitive medications. Some compounds may not be available in all states due to regulatory restrictions.

Due to the nature of compounded medications, all sales of compounded medications are final and non-refundable. Compounded medications are custom-prepared for each patient based on an individual prescription and cannot be restocked, resold, or reused.

Exceptions may be made at our sole discretion in the following cases:

• Damaged or defective product: If your medication arrives damaged, contact us within 48 hours of delivery with photos of the damage. We will arrange a replacement at no additional cost.
• Incorrect product: If you receive the wrong medication, contact us immediately. We will arrange for the correct product to be shipped at no additional cost.
• Provider-initiated cancellation: If a licensed provider determines that treatment is not medically appropriate after reviewing your intake, you will receive a full refund for any medication charges.

Membership subscriptions (Self-Directed, Guided, Concierge) are billed on a recurring basis (monthly or annually). You may cancel your subscription at any time through your account settings.

• Cancellation: When you cancel, your membership benefits continue through the end of the current billing period. No partial refunds are issued for unused time within a billing period.
• Refund window: If you cancel within 7 days of your initial subscription purchase, you may request a full refund by contacting support at support@loop.health.
• Annual subscriptions: Annual subscriptions may be refunded on a pro-rata basis within the first 30 days. After 30 days, annual subscriptions are non-refundable.

Consultation fees are charged for access to a licensed healthcare provider's evaluation. Consultation fees are non-refundable once the provider has reviewed your intake information, regardless of whether a prescription is issued. If your intake has not yet been reviewed, you may request a full refund.

To request a refund, contact our support team:

• Email: support@loop.health
• Include your order number, account email, and reason for the refund request.

Refunds are processed within 5–10 business days and credited to the original payment method.

We reserve the right to update this Shipping and Refund Policy at any time. Changes take effect when posted on our website. Your continued use of the Services constitutes acceptance of any changes.

If you have questions about this policy, please contact us:

Loop Health, LLC
Los Angeles, CA
support@loop.health