If this is your first ever order with Mosh, or your first order of a particular treatment type, there are a few common reasons why your order might be 'stuck'. 🕵️
Firstly, we’re sorry to hear that you haven’t received your order yet. We know how hard it can be to get started, and now you've taken that first step, we don't want to keep you waiting! We do appreciate you trusting us with your health journey.
Click the options below or scroll 👇
Are there any tasks for you to complete on your Mosh Portal? ✅
Have you completed your consents? ✅
Have you had a phone or video consult with a practitioner to go over your recommended treatment plan? 📖
Have you provided full and correct contact details and address? 🏠
Have you completed your payment in full? 💳
Has the pharmacy prepared your order yet? 💊
Is there an issue with your tracking? ✉️
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Are there any tasks for you to complete on your Mosh Portal? ✅
After you purchase your recommended treatment plan, there are a few actions we need you to complete via your Mosh Portal (Digital ID verification, Medicare details, consents, consult). You can complete these via the Dashboard tab in your Mosh Portal. You can read more about some of these specific reasons below.
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Have you completed your consents? ✅
Anytime you receive a new prescription (this occurs at your first purchase, and after any change in treatment), you must accept your treatment plan and complete your consents. This tells the prescribing practitioner that you have read and understood their advice to you. For safety and good clinical care, we need this completed before we can send the script to a pharmacy. You can complete your consents via the Dashboard tab in your Mosh Portal. -
Have you had a phone or video consult with a practitioner to go over your recommended treatment plan? 📖
This is now required for all new patients as of 1 September 2023.
Before your order can be sent to the pharmacy, we need you to have an initial consult with a practitioner. This is a legal requirement for the practitioner to be able to provide a script for your order. Please note, this is only required for the first order. Subsequent script renewals will be completed by a renewal quiz, unless you prefer to have a video call.
You will be prompted on your Mosh Portal. You will have the option to join the callback queue or the book in a video consult.
Your selection page will give an estimated waiting time for the consult queue. Prior to receiving a call, you will receive a text message asking if you are available. Please reply, 'Y" or 'N' to this message.
Booking in for a video consult allows you to select a particular time or date; we have morning, afternoon and evening appointments available. -
Have you provided full and correct contact details and address? 🏠
Check your information is correct in "Address Info" in your User Portal. We’ll need these to update you of anything that we’re missing from you, as well as to ensure you get your delivery to the correct place.
Please note: Your address will need to be updated prior to your order's creation, otherwise you will need to reach out to our Customer care team for support. -
Have you completed your payment in full? 💳
Sometimes your card might be declined due to, e.g. insufficient funds. Check your payment history and make sure your card information is correct in "Payment Info" in your User Portal. -
Has the pharmacy prepared your order yet? 💊
The majority of orders require 3-4 days for the pharmacy to prepare your order after you've had your initial video or phone consult.
Some Weight loss medication may have certain transportation conditions that will be expressed to you via email.
Please note: Weight loss cold-chain (refrigerated) orders are only sent on Monday, Tuesday and Wednesday from our partner pharmacies to avoid potential delivery delays over the weekend. The order still requires 3-4 days to prepare prior to shipment. Please refer to your Mosh Portal, Mosh App or keep a lookout for tracking updates. - Is there an issue with your tracking? ✉️
If your order has been shipped, you can view your tracking via:
- The email we send you
- Via your Mosh Portal on the track orders page
- The Mosh App
You can download the app via these links:
Google play
Apple App store
Click here to send us a support request.
Alternatively, we do also have a live chat for more immediate support. (9am-5pm AEST). You will be able to see this if it's available via the green bubble on the bottom right of this page.
