Refills
Medications are shipped automatically each month (or according to the frequency set in your program) as long as two things are in place:
You’ve completed any required follow-up within the timeframe your provider has set.
Your payment has been processed successfully.
This setup helps ensure your treatment continues smoothly without interruptions.
What is the follow-up and refill process?
Depending on your treatment plan, your provider will require one of the following:
Virtual follow-up visit — A scheduled appointment to review your progress and approve continued treatment.
Asynchronous refill request — An online form your provider reviews to approve your next shipment without a live visit.
Your provider determines how often these follow-ups or refill requests happen. You’ll get reminders by email or text when it’s time to complete one.
For more information on how to complete follow-ups, visit: How to schedule a follow-up appointment
What is a cadence?
Your cadence is the interval between required follow-ups or forms, ranging from 1–6 months and set by your provider. For example, a 2-month cadence means a follow-up is required every 2 months. Staying on top of your cadence is the best way to keep your refills on track.
Why are follow-ups important?
Completing follow-ups on time ensures uninterrupted access to your medication. If follow-ups are missed, your provider may not be able to approve future shipments, which could cause delays.
What if I miss a follow-up or request?
If you miss a follow-up or don’t complete a refill request when prompted, please schedule your follow-up or complete the form directly through the Shed Member Portal. This allows your provider to review your care and keep your automatic refills on track. If you run into any issues, the Member Success team is here to help.
What if I need to adjust my refill timing?
You can pause anytime in your billing cycle, with no limit on how many times you pause.
Each pause can last up to 3 weeks.
While paused, you cannot update your subscription until it resumes.
At the end of your pause, your subscription will automatically resume and you’ll be billed.
To proceed: Please confirm you would like to pause by reaching out to our support team, and you will be connected to the Member Success Team.
You can reach the Member Success Team through the Shed Portal here:
What is the shipping timeline?
Once your follow-up or refill form is completed and submitted to the pharmacy, here's what to expect:
Orders are typically processed and shipped within 2–6 business days after pharmacy submission.
Allow up to 10 business days for compounded medications or in rare cases.
This timeline applies to both first-time shipments and recurring refills.
Tip: Submit your refill request early to avoid any delays in your supply.
Troubleshooting your refill
My refill hasn't shipped yet
Log into the Member Portal to check if you have a pending follow-up or form. If that's complete and your payment has processed, allow up to 10 business days from pharmacy submission. If it has been longer than 10 business days with no update, please contact our Member Success Team to check on the status.
I never received a follow-up link or form
Check your spam or junk folder first. If you still can't find it, log into the Member Portal — any pending forms or appointments will be visible there.
My payment went through but nothing has shipped
This is usually because a follow-up or refill form is still pending. Log into the Member Portal to check for any incomplete steps. If everything looks complete and it has been longer than 10 business days, reach out to Member Success to investigate.
As a reminder: Payments are processed on a 28 day schedule. Failure to complete a follow-up will not affect the 28 day billing cycle. All of our programs are a monthly subscription and we charge every 28 days. Billing dates do not always align with shipping dates.
For more information about the billing cycle, visit: How often am I billed?