If you're already in the swing of a Mosh subscription, and up to your 2nd or more order, it is possible that your order is 'stuck' this time around for a couple of common reasons.
Firstly, we’re sorry to hear that you haven’t received your order yet. We know how frustrating this can be! We do everything possible on our end to try to ensure your order is delivered promptly. However, here are some common reasons your order might be stuck!
- Have you recently requested (or been recommended) a change in treatment? If you're changing treatments, we treat this as a 'first order' and there a couple of things you have to tick off before a pharmacy can dispense your treatment. See Why haven't I received my order yet? (It's my first order) for more information.
- Have you recently moved address or changed your contact details? 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.
- Have you completed payment in full? Sometimes your card might be declined due to, e.g. an expired card or insufficient funds during a particular payment cycle. Check your payment history and make sure your card information is up-to-date in "Payment Info" in your User Portal.
- Have you completed your renewal check-in? Each script has a finite amount of repeats. Once it runs out, you'll need to obtain a new script from a practitioner on the Mosh platform. If this applies to your order, you would have received an email and/or SMS from us notifying you of this. To get a new script, you will need to complete a check-in with your practitioner. See How do I renew my prescription for more details.
- Does this order require compounding? In certain circumstances, a pharmacy may compound a tailored medication for you, if your doctor has considered this appropriate and you have consented to such treatment. Compounding pharmacies undertake stringent testing protocols in particular for cold storage and sterile treatments prior to dispatching your treatment, which may result in a delay of up to 7 days before the treatment can be sent for delivery. We understand this is frustrating but we consider it to be an important part of upholding patient safety and quality control.
- Is there an issue with your tracking? If none of the above apply to you, but you haven't received a notification via email or SMS about your tracking details, let us know with this form. Select "Where is my order" in the drop-down menu.
Check out How it works for more information on the steps required.
If you’ve completed all of the above, and it’s been over 3 days since you completed all of these actions, please reach out to us at hello@getmosh.com.