Issues
Help with problems.
Why was my order canceled?
We apologize for any inconvenience, but your order may have been canceled due to one of the following reasons:. You should have received an email notification with the specific reason for your order cancellation. Please check your inbox and spam fold
My order was canceled, but I haven’t received a refund. What should I do?
No action is needed on your part; your refund will be processed automatically. Refunds typically take a few business days, depending on your payment method:. If you don’t receive your refund within the expected timeframe or have any concerns, feel fr
I received an incomplete order. What should I do?
We're sorry to hear that your order is incomplete. To resolve this, please follow these steps:. If you still need assistance, feel free to reach out. We apologize for any inconvenience and will work to resolve the issue as quickly as possible. Ways t
Order Cancellation or Refund for Out-of-Stock Items?
We strive to offer the best products, but occasionally, some items may go out of stock. If this happens, we will notify you via email or phone. You will be refunded for any unavailable items, and charges will only apply to items that are ready to shi
Why was I charged for shipping when your website states that orders over $35 qualify for free shipping?
We offer free shipping on orders over $50 that are fulfilled by Pasteur Pharmacy. However, some products are processed and shipped directly by vendors or manufacturers, who may have their own shipping policies and charges, even if the order total exc
I paid for next-day delivery, but it hasn’t arrived. What should I do?
We’re sorry for the delay. Please keep in mind our processing times, as orders are typically processed within 24–48 hours before shipping. If your next-day delivery hasn’t arrived, we recommend checking the tracking number provided to monitor the shi
My order says delivered, but I didn’t receive it. What should I do?
Please allow up to 48 hours for our courier team to investigate and verify the issue. In many cases, the issue is resolved within this timeframe, especially if the package was misrouted or delivered to the wrong address. If your package has not been
Why my package was forward to different facility?
I understand that your package has been forwarded to a different facility, which can happen for various reasons, including:. While this may cause a slight delay, rest assured that the shipping carrier is actively working to deliver your package as so
My tracking number shows a 'status postage assessment.' What does that mean?
The 'status postage assessment' on your tracking number typically means that USPS is reviewing the postage rate or ensuring the correct postage has been applied to your package. This process can sometimes cause a slight delay. Once the assessment is