Our Policies

Subscriptions & Billing

If prescribed, your treatment is an automatically renewing subscription. You'll be charged one day before each billing cycle begins.

Your plan includes a supply of your prescribed medication, shipped on a schedule based on your selected plan. Subscriptions renew automatically unless canceled—even if required actions to maintain an active prescription are not completed. To avoid renewal, cancel at least 2 days before your next billing date. You can view your renewal date and manage or cancel your subscription anytime in your patient portal.

Cancellations take effect at the end of the current billing period. If applicable, you'll continue receiving your medication through the remainder of that paid cycle. Refunds are not typically offered. However, partial refunds may be issued at our discretion for any non-dispensed portion of your subscription.

Returns

Because of the nature of prescription products, we are unable to accept returns. This policy, shared by the licensed pharmacies we work with, ensures compliance with strict safety standards and safeguards the integrity of every order. Once a product has been shipped, it cannot be returned or exchanged, even if unopened.

Replacements

All replacement requests must be submitted to support@joinlivv.com within 48 hours of receiving your shipment. To qualify, please provide a clear photo of the product packaging, the vial (if applicable), and the lot number, along with a brief written explanation of the issue. This documentation allows us to properly review your claim and ensure appropriate resolution. Requests submitted without the required information, or after the 48-hour window, may not be eligible for replacement.

Refunds

To request a refund, please reach out to our customer care team using the contact form on our website, by email at support@joinlivv.com, or by phone at 888-491-1070. Be sure to include your order details, purchase date, and a brief explanation of your request. Once we receive your submission, our team will review it and, if approved, begin processing the refund. Processing times may vary depending on your payment provider.