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My package is missing but it says it was delivered. What do I do?

If the USPS tracker displays your package as delivered but you did not receive it, first confirm that the delivery address is accurate in the address section of your profile and active subscription. We also recommend checking with your neighbor(s), building manager or front desk that might have accidentally accepted the package on your behalf.

If you still have not located your package after the steps above, please reach out to a Nurx Customer Care Agent within 10 days of the date your package was listed as delivered. We will be happy to work with you to find a solution for your missing package. Please note, we are unable to resolve mailing issues after the 10 day period from when your package was marked delivered. Also, if packages are delivered due to an incorrect or invalid address entered at checkout, Nurx will not cover the cost of replacement medication.

If you paid with insurance, they will likely not cover another refill until your next fill date, because they cover the prescription at a certain frequency. If you’d like a new pack before then, you have a couple options:

1) Contact your insurance company and request a “lost medication override” to see if they’ll cover a new pack sooner.

2) Purchase the medication out of pocket to replace it until the insurance will cover it again.

If you’d like to do this, please contact us through the Nurx messenger if you’d like to purchase 1 or 3 packs at a time.

If you have any further questions, please call (800) 321-NURX, email support@nurx.co, or message our team through the Nurx messenger.

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