Orlando L.
Delayed shipping and no sense of urgency
My first shipment from Ondra Health arrived with just a day or so delay so not a major issue. The issue began with my next shipment: it was sent to Puerto Rico via USPS Ground Advantage with an estimated delivery time of 13 days not 5 days as the first shipment. That delay could leave me with a gap in treatment. I’m also concerned about the medication’s condition after such a long journey. It is a temperature-sensitive compounded medication packed with ice packs, and I have not received confirmation of how its temperature will be maintained throughout transit. If the package travels by cargo ship, the time and conditions in transit make that concern even more pressing. I raised these issues promptly and repeatedly asked Ondra to arrange expedited air shipping. Their responses have acknowledged my concerns, but I still do not have a confirmed shipping plan or delivery date. What has been most disappointing is the lack of urgency and apparent willingness to resolve a time-sensitive problem. I paid $549 for a three-month supply and expect a clear, prompt solution.
Response from Ondra HealthOct 16, 2026
Hi Orlando, We're sincerely sorry that your experience with Ondra Health has not met your expectations. We understand how important timely delivery is, especially when it involves temperature-sensitive medication and continuity of treatment. Throughout this process, our team has remained in communication with you and taken steps to address your concerns as they arose. When we became aware of the extended shipping timeline, we immediately arranged a replacement shipment to help minimize any potential interruption to your treatment. We've also provided the pharmacy's temperature stability guidance and continued coordinating with our pharmacy partner to explore alternative shipping arrangements. While shipping services and carrier transit times are managed by our partner pharmacies, we recognize that ensuring a positive patient experience remains our responsibility. We have continued working with our pharmacy partner to explore additional solutions beyond the replacement already arranged. We understand that these efforts have not provided the reassurance or experience you expected, and we genuinely regret that. We appreciate your feedback and remain committed to improving our services and providing a better experience for all our patients. Thank you, Ondra Care Team