Shipping & Delivery

This Shipping Policy (the “Policy”) describes the terms and conditions governing the shipment of products prescribed or ordered for you by Providers and fulfilled through Piper Wellness LLC d/b/a JoinPolly (“Polly,” “we,” “us,” or “our”).

By placing an order through the Services, you acknowledge and agree to this Policy.

This Policy is incorporated into and forms part of the Terms and Conditions of Use (the “Terms”) and is subject to all provisions, limitations, disclaimers, and conditions set forth in the Terms. In the event of a conflict between this Policy and the Terms, the Terms shall control unless expressly stated otherwise.

Last Updated: April 29, 2026

Order Processing & Fulfillment

• Orders are processed only after a licensed healthcare provider has reviewed and approved your treatment plan.
  Once approved, prescriptions are prepared by a licensed U.S. compounding pharmacy.
• Medications are generally shipped within 2–4 business days following provider approval and pharmacy preparation.
• Orders are fulfilled Monday through Friday only. Shipments do not occur on weekends or U.S. federal holidays to protect medication quality.
  
  

Shipping Method & Delivery

• All medications are shipped using expedited shipping, such as UPS Next Day Air or a comparable carrier service.
• You will receive an email with tracking details as soon as your order ships. Tracking information may take up to 24 hours to activate.
  
  

Delivery Modifications & Liability

To ensure timely and accurate delivery, please do not make any changes to your UPS or Fedex delivery options once your order has shipped. This includes updates such as:

• Changing your delivery address

• Requesting a reroute

• Updating delivery instructions

• Adding gate/access codes

• Placing holds or alternate pickup requests

If you need any adjustments made, contact Polly Support directly. We can assist you quickly and ensure changes are handled correctly.

Important: If you modify UPS or Fedex delivery options on your own and the package becomes delayed, lost, or undeliverable, Polly is not responsible. In these cases, you may be required to pay a reshipment fee for a replacement order.

Temperature Control & Storage

• Medications are packaged with insulated materials and cold packs to maintain stability during transit.
• Temporary exposure to room temperature while in transit has been validated as safe by pharmacy stability testing.
• Upon delivery, medications should be refrigerated immediately at 36–46°F (2–8°C). Do not freeze.
• A vial that is sealed, clear in appearance (a slight pink tint from added B12 may occur), and free of visible particles is considered safe to use.
• Do not use the product if you notice cloudiness, particles, discoloration, or a compromised seal. Contact Polly immediately at care@joinpolly.com for assistance.
  
  

Shipment Delay (Is My Medication Safe?)

• All orders are shipped with cold packs designed to protect medication quality throughout transit, even if delivery is delayed.
• Medications remain stable at temperatures up to 86°F (30°C) for up to 28 days.
• If your package is delayed in transit, your medication should still be safe to use as long as the vial remains sealed, clear, and uncompromised.
• If you have any concerns regarding the integrity, condition, or safety of your medication upon receipt, do not use the medication and contact care@joinpolly.com promptly. Polly does not provide medical or pharmaceutical advice. Upon receiving your inquiry, Polly will coordinate with the dispensing pharmacy to determine whether the medication is safe to use and will convey to you the advice and direction provided by the licensed pharmacy. All determinations regarding medication safety and usability are made solely by the dispensing pharmacy.
  
  

Delivery Responsibility

• Orders shipped to the address provided on file are considered final once the carrier confirms delivery.
• If you do not receive your package despite delivery confirmation, you must notify Polly within 24 hours. Documentation such as a carrier claim may be required.
• If theft is suspected, Polly may request a police report before reviewing replacement eligibility.
• Polly is not responsible for packages once the carrier has confirmed delivery.
  
  

Damaged Packages & Product Integrity

• Medications are compounded and packaged to maintain sterility and stability throughout shipping.
• Minor variations in packaging or temperature during shipment do not qualify as damage unless the dispensing pharmacy verifies that the medication’s integrity has been affected.
• If your package arrives damaged, you must notify us at care@joinpolly.com within 24 hours of delivery and include a clear photo of the damage. Please retain all packaging materials.
  
  

Shipping Regions

• Polly currently ships medications within the United States only.
  
  

Returns

• Prescription medications are personalized for each patient and cannot be returned or resold.

All sales are final in accordance with federal and state pharmacy regulations.