Payments & shipping

When you initially create a prescription request, you'll be charged only after a doctor reviews and approves your prescription (if appropriate). If your order isn't approved, you won't be charged.

For subscription plans, billing occurs one day before a new payment cycle begins, so you'll be charged for your next billing cycle on the last day of your current one. This ensures time for the payment to be verified and refill to be shipped without delaying treatment.

We accept all major credit cards: Visa, Mastercard, American Express. We currently do not accept PayPal, Apple Pay, or any other third party.

If your payment doesn't go through, we'll notify you so you can update your payment details. If the issue isn't resolved, your order or subscription may be delayed or canceled until a valid payment method is provided.

Consultations and medications offered through Livv are not covered by insurance.

Discount codes may be applied to one-time purchases or new subscriptions. If used for a new subscription, the discount will be applied to the first month only, regardless of the plan chosen. All subsequent payments will return to the original price listed in the checkout process.

Once approved, your prescription is sent to a licensed pharmacy to be compounded (if applicable), processed, and shipped. This could take up to 5-7 business days.

We suggest changing the shipping address on file to the address you are at instead of delaying. This will avoid potential delays or issues moving forward, and ensure your treatment stays on track. If you are unable to do this, contact us and we can delay the prescription manually and adjust future shipments.

Please note: If you choose to delay and not take your treatment during this time, you may experience some side effects like rebound symptoms until you resume treatment.

If you prefer, we can send your prescription to any pharmacy of your choosing. If you choose to do so, please note that there will be Telehealth physician consultation fee of $125.00 charged to your payment method on record. For information regarding this topic, please email support@joinlivv.com.

We suggest checking your tracking number sent to you by the carrier for the most accurate shipping information. As some treatments require an adult signature, be sure you are present at the time of delivery; otherwise, the carrier will leave a notice with instructions to either pick up the package or request re-delivery. If you have further issues with delivery, please contact the carrier directly.

Due to legal restrictions around the nature of your order, we cannot accept returns of prescription medications for reuse or resale, and all sales are final. However, if you feel we have made an error in your prescription, please reach out to us at support@joinlivv.com.

If you request a refund, we will need to confirm that either your order has not yet been reviewed by a prescriber, or that your prescription request has not been deemed a good fit. In either of these cases, a full refund may be awarded to the original payment method. If a doctor has already reviewed the order or the prescription has already been shipped, then the order is not refundable.

If you feel that we made an error in the filling of your prescription, please contact us at 888-491-1070 as soon as possible.

Our replacement policy requires that all claims be submitted to support@joinlivv.com within 48 hours of receiving the shipment. To be eligible for a replacement, you must provide a clear photo of the product packaging, the vial (if applicable), and the lot number, as well as a written explanation of the issue. This information helps us assess the claim and ensure proper next steps.

Claims that do not include the required documentation or are submitted outside the 48-hour window may not be eligible for replacement.