Every MyPromise shipment is packed for cold-chain integrity, tracked end to end, and delivered in a discreet outer carton. Here's how the chain works, what to do if something arrives wrong, and how to pause or skip a refill from your dashboard.
Most compounded medications — semaglutide, tirzepatide, sermorelin among them — are stored between 2 and 8 °C and lose potency if they sit warm. To keep your dose at its labeled potency, the pharmacy ships every order in an insulated container with a phase-change cooling pack rated for 60 to 72 hours of transit.
The carton itself is unbranded. The shipping label reads MyPromise Pharmacy Services, with no mention of the medication inside. We do this because some members ship to a workplace, a doorman building, or a household where they'd rather not announce a treatment.
When the package arrives, refrigerate the medication promptly. The cooling pack will look soft or liquid by then — that's normal and expected. The included tracking sheet logs interior temperature at pack-out and, if it ever moved out of band during transit, your dashboard will flag it before you open the box.
Most U.S. addresses. We ship Monday through Thursday so cold-chain orders don't sit in a warehouse over a weekend.
The pharmacy queues your refill so it arrives roughly five days before you'd run out — never twenty-five, never two.
Your dashboard updates with carrier scans, an interior-temperature log, and a delivery window the morning the package goes out.
Cold-chain shipping is robust but not magical. If your package arrives compromised, here's the fastest way to make it right.
Don't open the medication. Take a photo of the outer box, the cooling pack, and any visible damage. Message member care from your dashboard or email care@mypromise.com. We will issue a replacement, expedited and at no charge, typically within forty-eight hours.
If your tracking hasn't moved for 48 hours, message care. We'll trace it with the carrier and, if it's truly stuck, ship a replacement before the original ever arrives. We do not ask you to wait out a lost package.
If our internal temperature data shows your package moved outside its acceptable range, your dashboard will flag the shipment and the pharmacy will reissue it before you ever administer the medication. You don't need to do anything — we catch it on our side.
Membership is monthly. Refills are auto-timed. Both can bend around your life without an email exchange or a phone call.
Pausing tells the pharmacy not to ship the next cycle, while keeping your clinician relationship and dashboard active. Useful for travel, a busy month, or an extended pause between titration steps.
Skipping pushes only the next refill — useful when you're still working through a vial or going somewhere a refrigerator isn't reliable.
Take the twelve-minute eligibility review. A licensed clinician will read your intake, recommend a protocol — or tell you honestly that we're not the right fit. Either way, you'll know within a day.