Understanding Join Piper's Order Cancellation and Refund Policies
Join Piper follows clear policies regarding order cancellations and refunds, focusing on the lifecycle stage of the order. These policies are structured to reflect the processes involved in medical intake, pharmacy fulfillment, and shipment. Below, you’ll find detailed guidance for each stage of the order process.
1. Before Medical Intake Form Submission
If you decide not to proceed with your order before submitting the medical intake form (also referred to as the quiz), you can cancel the order and receive a full refund.
Refunds will be processed back to your original payment method, but the timeline for funds availability depends on your payment provider. Ensure you cancel promptly before submitting the intake form.
2. After Medical Intake Form Submission or Active Fulfillment
Once the medical intake form has been submitted, the clinical review process and pharmacy fulfillment begin immediately. At this point, cancellations and refunds for the current order are no longer possible because:
The submission involves medical decisions and preparation of prescription medication, which are irreversible steps.
If the order has been processed at the pharmacy and a tracking label has been generated, the payment and the prescription are already in fulfillment and cannot be reversed.
How to Avoid Future Charges:
If you wish to stop additional orders and payments, you can:
Pause upcoming auto-refills through your account settings.
Request manual termination of future shipments to ensure no new orders will be initiated.
3. After Order Has Been Shipped
Orders that have entered the shipping process or been shipped to the customer cannot be canceled or refunded. Specifically:
If a shipping label is created and the package is awaiting carrier pickup, cancellations are typically no longer possible.
If shipping delays occur, you can monitor the package's tracking information and escalate shipment issues if necessary.
4. Pending Refunds and Payment Issues
If you are awaiting a refund after a cancellation or adjustment:
Once a refund is processed on our end, the timeline for the amount to reflect in your account depends on your payment provider. For instance, banks or payment platforms (like Klarna) handle their own timeframes for posting funds.
We recommend:
Confirming the refund transaction with our Care Team to verify the date of processing.
Checking directly with your payment provider for their refund timelines.
Tips for Customers Considering Submission
Ensure you are fully ready to proceed before completing the medical intake form. Once submitted, it initiates irreversible processes for clinical and pharmacy teams.
Before processing or shipping begins, always check your order status in the patient portal.
By understanding each stage’s policies and acting within those timelines, you can ensure a seamless experience or resolve refund-related concerns effectively.