Shipping Policy.

1Who ships what

Nova does not ship medication. When a licensed clinician issues a prescription, it goes to a licensed pharmacy, and that pharmacy fills the prescription and ships it to the address you gave during your visit.

In-clinic treatments are performed at the Scottsdale location and are not shipped.

2Where we ship

Prescriptions are shipped within the United States only, to the state you were physically in during your telehealth visit. Nothing is shipped to a state where the treating clinician is not licensed.

Shipping to a PO box may not be possible, depending on the pharmacy and the medication. Give a street address where someone can receive a parcel.

3When it ships

Nothing ships until a clinician has reviewed your intake and issued a prescription. That review is a clinical step, not a queue, so the time it takes varies.

Once the pharmacy has the prescription, it fills and dispatches the order on its own schedule. The pharmacy sends tracking information to the email or phone number you gave. If you have not heard anything within a few days of being told you were approved, call the clinic on 480-307-9130 and the team will chase it.

4Cold chain and packaging

Some compounded preparations have to stay cold in transit. Those ship in insulated packaging with a coolant and are sent so they do not sit over a weekend.

Open a shipment as soon as it arrives and follow the storage instructions on the label. If a cold shipment arrives warm, or the coolant is fully thawed, do not use it. Call the clinic on 480-307-9130 the same day.

5Getting the address right

You are responsible for the accuracy of the address you give. A parcel that goes to a wrong address you supplied, or is returned because nobody could receive it, may have to be reshipped at your cost, and dispensed medication that has left the pharmacy cannot always be reshipped at all.

Tell the clinic before your next refill if you move.

6Delays, damage and losses

Weather, carrier backlogs and holidays delay parcels, and none of that is in the pharmacy’s control or Nova’s.

If a shipment arrives damaged, or does not arrive at all, tell the clinic within 48 hours of the delivery date shown in tracking. The team will take it up with the pharmacy, which decides whether to replace it.

Medication that has been delivered cannot be returned or resold. That is the law on dispensed drugs, not a Nova policy.