Lou T.
My order arrived yesterday and vial was…
My order arrived yesterday and vial was warm. Tracking showed it went through Tampa FL. Ice packs were thawed and nothing was cool. It's a concern about potency when it's supposed to kept refrigerated. I called and left a message and I started a chat with no response from either one. Not a great start.
Response from BetterMe RxJun 16, 2026
Thank you, Lou, for sharing your experience. We sincerely apologize for the concern and frustration you experienced when your first shipment arrived warm with thawed ice packs. We understand how unsettling that can be, especially when you’re starting a new medication and expect it to arrive refrigerated. When you reached out, our team responded the same day to review your concerns and provide guidance. Based on the shipping conditions and pharmacy stability data, there was no indication that the medication had been compromised, even though the ice packs had thawed during transit. That said, we completely understand that seeing a warm package can create doubt and anxiety about the medication’s effectiveness. We never want a patient to feel uncertain about the treatment they receive. We appreciate you bringing this to our attention and giving us the opportunity to address your concerns. Your feedback helps us continue improving the patient experience. — The BetterMe Rx Team