Products and medications shipped directly from a pharmacy may be temperature-sensitive or non-temperature-sensitive. Temperature-sensitive products are generally shipped in insulated packaging with cold packs to help maintain appropriate conditions during transit.

Upon receipt, patients should promptly inspect the medication and packaging. If a temperature-sensitive product arrives excessively warm or hot, there is concern regarding medication integrity, or a vial, syringe, or package is damaged, please take clear photographs and contact IPW as soon as possible.

IPW may contact the dispensing pharmacy on the patient’s behalf to request review and replacement. Replacement or reshipment is determined by the dispensing pharmacy and is subject to its policies and discretion. If approved by the pharmacy, a replacement may be provided without additional payment.

Due to the nature of prescription medications and pharmacy-dispensed products, medications generally cannot be returned or refunded because of dissatisfaction, adverse effects, changes in treatment preference, or a decision to discontinue treatment or services, except where otherwise required by law or permitted by the dispensing pharmacy.