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My testing kit 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, there is a $30 replacement kit fee.

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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