Peptide-powered wellness.
Direct-pay telehealth, 48 states + DC.
TelePeptide Health
Effective Date: June 3, 2026 · Last Revised: June 3, 2026
We will refund or replace your order if it never arrived, arrived damaged, was the wrong product, or could not be fulfilled by the pharmacy. We also honor a 7-day cancellation window for orders that have not yet shipped, pro-rata refunds on prepaid plans, and full refunds for clinician-initiated discontinuation. Detailed rules below.
Works together with our Shipping Policy and Terms of Service. Questions: help@telepeptide.org.
TelePeptide Health (“TelePeptide,” “we,” “our”) is a direct-pay telehealth platform. Patients are billed by subscription on a monthly, 6-month-prepay, or annual-prepay basis through a PCI-DSS-compliant third-party payment processor that serves as TelePeptide's merchant of record; that processor's name, not TelePeptide's, may appear on your card statement. All charges are processed only after a US-licensed clinician has issued a valid prescription in the patient’s state of residence. This Refund Policy describes when refunds will and will not be issued. It works together with our Shipping Policy at /shipping-policy and our Terms of Service at /terms.
We will refund or replace your order in five common situations: (a) the package never arrived; (b) it arrived damaged; (c) the pharmacy shipped the wrong product; (d) the pharmacy is unable to fulfill within a reasonable window; or (e) you cancel within 7 days and nothing has shipped yet. We do not refund compounded medication that has already been delivered to you in good condition (federal and state pharmacy law prohibits re-dispensing), and we do not refund completed clinical consultations. Detailed rules for each scenario follow.
If the carrier’s tracking page marks your package as “delivered” but you have not received it, OR if the tracking has not updated for more than 7 calendar days while the package is in transit, contact help@telepeptide.org within 14 days of the expected delivery date. Include the order date, the patient name on file, and the tracking number. We will open a trace investigation with the carrier (UPS, FedEx, or USPS) and the dispensing pharmacy on your behalf. If the carrier confirms the shipment is lost in transit, the partner pharmacy will dispense and ship a replacement at no cost to you, including expedited shipping. If the carrier finds the package was delivered to the correct address but no longer recoverable (porch theft), we will work with the carrier’s claims department; in the majority of confirmed-stolen cases the pharmacy ships a replacement at no cost, and we may require a police report for shipments above $500.
If your shipment arrives with visible damage to the outer packaging, with broken vials, with compromised cold-chain packaging (warm gel packs, condensation suggesting temperature excursion), or with medication that appears discolored, cloudy, or otherwise not as expected, do the following BEFORE using it: (a) take photos of the outer packaging, the inner packaging, and the medication itself; (b) email the photos to help@telepeptide.org within 48 hours of delivery with the subject line “Damaged Shipment — [Patient Name].” The pharmacy will dispense a replacement at no cost to you. Do not administer medication you suspect has been compromised by temperature excursion or physical damage.
If the medication you received does not match the prescription your clinician issued (wrong drug, wrong strength, wrong volume, wrong dosing instructions, wrong patient name on the label), contact help@telepeptide.org within 7 days of delivery. Photograph the label and any included paperwork. Do not use the medication. The pharmacy will issue a replacement at no cost, and the original incorrect shipment will be retrieved by the carrier for proper disposal under federal pharmacy regulations.
Standard pharmacy processing time is 1–3 business days after a clinician issues the prescription. If a fulfillment cycle is delayed because of pharmacy backorder, ingredient shortage, or other pharmacy-side cause for more than 14 calendar days beyond the expected ship date, you may either (a) wait for fulfillment with no additional charge; (b) request a 50% account credit toward your next billing cycle; or (c) request a full refund for that fulfillment cycle. Email help@telepeptide.org with the subject line “Fulfillment Delay — [Patient Name]” to choose an option.
When you enroll through the checkout flow, your payment method is authorized but not captured until the clinician issues a prescription. If the clinician determines you are not a candidate for the program, the authorization is automatically voided and no funds are taken from your account. No refund is needed because no charge ever occurred. Some banks display the pre-capture authorization as a “pending” line item for 3–7 business days; this is normal and disappears on its own.
If you request cancellation within 7 calendar days of the first capture AND the compounding pharmacy has not yet prepared or shipped the medication, TelePeptide will issue a full refund of the first month’s program fee. To request a refund in this window, email help@telepeptide.org with the subject line “Refund Request — [Patient Name].” If the pharmacy has already prepared (compounded) the medication, even if it has not yet been picked up by the carrier, Section 9 applies instead.
Once a compounded preparation has been delivered to you in good condition and matches the prescription, federal and state pharmacy law prohibits its return and re-dispensing to another patient. As a result, TelePeptide does not refund the medication portion of a charge in this situation. The clinician-consult portion of the fee is also not refundable once the consultation has been rendered. This restriction does not apply to the scenarios in Sections 3–5 (lost, damaged, or wrong product) where replacements are provided at no cost.
Patients who elected a 6-month or 12-month prepay may cancel future shipments at any time from the Billing tab in the patient portal or by emailing help@telepeptide.org. The unused portion of the prepay — calculated as the dollar value of months not yet shipped by the pharmacy — is refundable on a pro-rata basis, less a $25 administrative fee, only if cancellation is requested before the next pharmacy fulfillment cycle. Months already shipped are not refundable under Section 9. Refund eligibility ends once the program is fully fulfilled.
If your prescribing clinician determines mid-program that continued therapy is no longer clinically appropriate — for example, due to a newly identified contraindication, an adverse event, a change in your medical history, or an inability to safely titrate — TelePeptide will refund any prepaid amount tied to shipments that have not yet been prepared by the pharmacy, with no administrative fee. Patient safety is the priority and you are never penalized for clinician-initiated discontinuation.
Monthly subscriptions renew automatically each month on the anniversary of your first capture. 6-month and 12-month prepay plans renew at the end of their prepay term unless cancelled. You may cancel at any time before your next billing date and avoid the next charge entirely. To cancel, sign into the patient portal at /portal → Billing → Cancel Subscription, OR email help@telepeptide.org from the email on file with the subject line “Cancel Subscription — [Patient Name].” Cancellations take effect immediately for future cycles; no further charges will post. Cancellation does not retroactively refund prior charges except as described in Sections 3–11. We confirm every cancellation by email within 1 business day; if you do not receive a confirmation, contact help@telepeptide.org to ensure your request was received.
If you believe you have been billed incorrectly — duplicate charge, wrong amount, charge after a confirmed cancellation, or any other anomaly — email help@telepeptide.org within 14 days of the disputed charge. Provide the patient name, the charge date, the amount, and a brief description of the error. We investigate and respond within 5–10 business days; if the dispute is substantiated, we refund to the original payment method. You retain the right to dispute charges directly with your card issuer.
The initial clinical consultation through TelePeptide is free. No payment is collected at intake, and patients who are evaluated but not approved for a program are never charged. There is therefore no refund associated with the consultation itself.
Email help@telepeptide.org from the email address on the patient’s account. Include: (a) patient full name; (b) date of the charge; (c) amount; (d) the section of this policy you believe applies (e.g., “Section 3 — Order Not Received”); (e) supporting information such as tracking numbers, photos of damaged shipments, or label photos. We acknowledge every refund request within 2 business days and respond with a decision within 5–10 business days. Approved refunds are returned to the original payment method; depending on your card issuer it may take 3–10 additional business days for the credit to appear on your statement.
We encourage you to contact help@telepeptide.org before filing a chargeback with your card issuer — we can usually resolve the issue faster than the chargeback process and we ship replacements without requiring a chargeback. If a chargeback is filed before you contact us, your account will be paused pending the outcome of the issuer’s investigation. We respond to issuers with documentation of the prescription, consultation, shipment tracking, and any prior communications. Filing a chargeback for an order that was lawfully delivered as prescribed, while still in possession of the medication, may be referred for fraud review.
All refund inquiries: help@telepeptide.org. Legal inquiries: legal@telepeptide.org. Mailing address for formal notices: TelePeptide Health, 2077 Center Ave, Fort Lee, NJ 07024.
TelePeptide Health · 2077 Center Ave, Fort Lee, NJ 07024 · help@telepeptide.org