How Does Shipping Work?
New orders received by 2:00 PM EST will be eligible for same-day overnight shipping, where available. Orders received after 2:00 PM EST will typically be shipped overnight the following business day.
For recurring orders, shipping is generally sent via ground or two-day delivery so it arrives on time for your next scheduled refill.
Refund Policy
We truly understand that there may be occasions where you might not feel entirely satisfied with your purchase, and your experience is important to us.
Due to the nature of our products, prescription medications cannot be returned once dispensed, and all sales are final once a licensed provider has prescribed your medication and the order has been sent to a pharmacy. The limited exceptions are a provider deciding you are not a suitable candidate (no charge), a damaged or incorrect shipment, and our First-Month Guarantee. The full policy is in Section 5A of our Terms of Service.
First-Month Guarantee
If you are not satisfied with your first month of treatment, email support@oakhard.com within 30 days of delivery of your first order. Your provider may first offer to adjust your dose. If you remain unsatisfied, we will refund the amount paid for your first order. This applies once per patient, to the first order only.
How Do I Cancel?
You can pause or cancel your subscription at any time, with no fees, from your Oak Hard account (Account, then Subscriptions, then Manage) or by emailing support@oakhard.com. Cancel before your next renewal date to avoid being charged for the next order.
How Long Does Shipping Take?
Most orders are processed and shipped within 48 hours, and Oak Hard offers 2-day shipping on all orders where available.
Is Packaging Discreet?
Yes. Our packaging is discreet, and most orders are shipped in neutral packaging. The exact packaging may vary based on availability and fulfillment locations.
When Is My Next Delivery?
To check the date of your next scheduled delivery:
- Log in to your Oak Hard account.
- Select Account in the top-right menu.
- Go to Subscriptions.
- Find the subscription in question.
- Look for the Next Shipment or Next Order Date field.
Where Is My Order?
As soon as your order is processed, you will receive an email containing tracking information. This will allow you to monitor delivery progress directly with the carrier. If you haven’t received a tracking email, please check your spam folder or contact support.
Why Has My Order Not Processed Yet?
If your order includes a prescription item, processing may be delayed pending review by your provider. Please log in to your account and check your secure messaging portal for any outstanding requests or questions from your clinician.
How Do I Change My Address?
- Log in to your Oak Hard account.
- Go to your Account dashboard.
- Select Subscriptions.
- On the subscription you want to update, click Manage.
- Scroll to the Shipping section and select Edit.
- Make your changes and save.
Note: Some subscriptions may not allow edits due to medical or fulfillment constraints.
Contact Us
If you have any questions about your order, shipping, or refund concerns, please reach out: