Customer service
Returns, Refund, and Shipping Policy
How ZYNDIO handles refunds, returns, shipping, cancellations, and lost or damaged shipments. Compounded medications carry specific regulatory limits we explain in plain language below.
Customer service
Returns, Refund, and Shipping Policy
Plain-language rules for how money, product, and shipments move between you, ZYNDIO, and our partner pharmacies.
Overview
ZYNDIO operates as a telehealth platform connecting patients with board certified licensed medical doctors who, when clinically appropriate, prescribe compounded medications dispensed by partner pharmacies.
Compounded medications are personalized to each patient’s clinical profile and dose. They are NOT FDA-approved finished pharmaceuticals. Because each prescription is dispensed for a specific patient under a specific physician order, federal and state pharmacy regulations restrict how (and whether) we can refund or accept returns.
This policy explains exactly what is refundable, what is not, how shipping works, and how to reach us when something goes wrong.
What is refundable
- Initial consultation fee — fully refundable if the reviewing physician declines to write a prescription based on your intake. Refunds for declined intakes are issued automatically within 3-5 business days to the original payment method.
- Subscription fee — refundable on a pro-rated basis when you cancel before the next refill ships. Once a refill cycle has shipped, that cycle’s subscription fee is no longer refundable.
- Damaged or incorrect shipments — full replacement at no additional cost when reported within 7 days of delivery (see "Returns" below).
What is NOT refundable
- Compounded medications that have already shipped. FDA and state pharmacy board regulations prohibit the return, restock, or refund of dispensed compounded products once they leave the pharmacy, for patient safety and chain-of-custody reasons.
- Subscription fees for fulfillment cycles that have already shipped.
- Shipping costs once an order has been handed to the carrier.
- Consultation fees for visits that resulted in a written prescription, regardless of whether the patient subsequently chooses not to fill it.
Returns
Compounded medications cannot be returned. Each prescription is dispensed to a specific patient under a specific physician order; once the medication leaves the pharmacy it is treated as patient-custody and cannot be re-dispensed to anyone else under federal and state pharmacy regulations.
If your shipment arrives damaged, tampered with, or if you receive the wrong product, contact support@zyndio.com within 7 days of delivery with photos of the packaging and product label. We will coordinate with the dispensing pharmacy to issue a replacement at no charge.
Shipping
- Standard shipping is 3-7 business days within the continental United States.
- All shipments require an adult signature (21+) at delivery for patient safety.
- Cold-chain shipments (peptides, biologics, and other temperature-sensitive products) ship Monday through Wednesday only, packed with ice packs, to avoid weekend transit and protect product integrity.
- We do NOT ship internationally.
- We do NOT ship to PO boxes.
- We do NOT currently ship to Louisiana or Mississippi.
Cancellation
- You may cancel your subscription at any time from the Patient Portal.
- Cancellation is effective at the end of the current billing cycle. Any refill that has already been queued for fulfillment or shipped will be honored and is not refundable.
- There are no early-termination fees and no obligation to continue beyond the current cycle.
Lost or undelivered shipments
If the carrier shows your shipment as delivered but you have not received it, please first contact the carrier to open a delivery investigation, then email support@zyndio.com within 14 days of the carrier’s "delivered" timestamp. We will investigate alongside the dispensing pharmacy and re-ship at our discretion.
If your shipment is lost in transit (carrier confirms it never reached the delivery address), we will automatically re-ship the order at our cost as soon as the pharmacy is able to release a replacement.
Adverse events and safety concerns
- If you experience an adverse reaction to a medication, STOP using it immediately and contact your prescribing physician via the Patient Portal messaging.
- For medical emergencies, call 911 or go to the nearest emergency room.
- All adverse events are reported to the FDA via MedWatch in accordance with applicable regulations.
How to request a refund
To request a refund, email support@zyndio.com with your order ID and the reason for the request. Include any relevant photos or documentation.
We respond to refund requests within 2-4 business days. Our hours are Monday through Friday, 9 AM to 6 PM Eastern Time, excluding US federal holidays. Requests received outside business hours are queued for the next business day.
Contact
Zyndio, LLC 30 N Gould St Ste R Sheridan, WY 82801 USA
Support: support@zyndio.com