If you receive a damaged, broken, leaking, or missing medication vial, Shed offers clear steps to help you get a replacement or resolve the issue quickly. Below are the instructions based on the type of situation.
Replacement for Damaged, Defective, or Leaking Vials
If your vial arrives defective or leaking:
Notify Shed Support right away with clear photos of the vial, including the lot number and prescription details.
The pharmacy team will review your case.
Once reviewed and if approved, a replacement will be issued at no cost to you.
(A replacement cannot be guaranteed without photos)
Please respond quickly to any pharmacy follow-ups to avoid delays.
Replacements for Broken Vials
If a vial is accidentally broken or lost after delivery:
Reach out to Shed Support with photos and a description of the incident.
Replacements for broken/lost vials require a replacement fee, equal to the price of your program.
The pharmacy review process typically takes 2–3 business days.
Lost, Stolen, or Misdelivered Packages
If your package was lost, stolen, or delivered to the wrong address:
File a claim directly with the shipping carrier (FedEx or UPS) using your tracking number.
Complete the online claim form, including supporting documents such as your receipt.
Submit the claim and keep your confirmation details. You can track your claim status online.
After filing, reach out to Shed Support with your claim details so we can assist with next steps.
Refund Policies
Processed orders: Once delivered, medications generally cannot be refunded due to pharmacy regulations.
Defective vials: Reviewed case by case. If confirmed, replacements are issued free of charge.
Special cases: If manufacturing or regulatory issues occur, Shed will work with you on alternative solutions or eligibility for refunds.
✅ Tip: Always check your tracking details in your Shed Patient Portal. If you notice delays, damaged packaging, or missing deliveries, contact us right away so we can help resolve the issue as quickly as possible.