Frequently Asked Questions
What patients ask before starting: billing, medical review, shipping, and refunds.
Is there a membership fee?
No. VidaFlow does not charge membership fees or access fees. You pay for your treatment and nothing else.
Am I charged automatically?
Yes. All treatments renew automatically so you don't run out of doses. We notify you 2 days before each charge by email, and by text message if you've consented to SMS.
How often does my treatment renew?
Based on your supply duration. Injectables are generally 28-day supplies and weight-loss orals are 30-day supplies. Men's health treatments renew based on your supply; the exact interval is confirmed on the product page. The interval that applies to your treatment always appears on the product page and at checkout.
What exact date am I charged?
It's not a fixed calendar day. The date is calculated so your next shipment arrives before you finish your current supply, and it may move a few days earlier if needed to prevent a gap. We always notify you 2 days in advance.
When am I charged the first time?
We authorize your card when you complete your request, but the charge is only processed after a physician approves your treatment. If you are not approved, we release the authorization and you are charged nothing.
Will I be charged more if my doctor increases my dose?
No. Your treatment is adjusted over time — that's a normal part of the process and your physician manages it. When your dose increases, your price stays the same. We don't charge you more, move you to a different plan, or ask you to renegotiate anything. The price you saw the day you started is the price you pay.
How do I cancel my treatment?
Email us at support@vidaflowhealth.com or call (787) 665-3327. Our team processes your cancellation and sends you written confirmation.
What happens if I cancel before the next charge?
You can cancel any time up until the charge is processed. If we cancel before that point, you are not charged. If we had already authorized your card, that authorization may appear as "pending" for a few days until your bank releases it — it is not a charge.
Do I need a new consultation to continue my treatment?
No, as long as you have an active prescription. Your refills are processed without a new consultation.
What happens when my prescription ends?
When your last prescribed dose is delivered, a check-in with your physician becomes available to evaluate whether continuing is appropriate. If they approve it, your treatment continues normally. If they do not approve it, you are not charged.
What if my physician does not renew my prescription?
You are not charged. With no active prescription there is no shipment and no charge.
How long does medical review take?
Typically 24 to 72 hours from when you complete your form.
How long does processing take?
Once your prescription is approved, the pharmacy prepares and ships your medication within approximately 48 hours.
How long does delivery take?
Delivery typically takes 2 to 5 business days. This is an estimate and may vary by pharmacy and location.
Will I receive tracking information?
Yes. We send you tracking information by email and text message when your order leaves the pharmacy.
How does my medication arrive?
Directly from the licensed pharmacy to your door, refrigerated, in packaging and shipping methods appropriate for each medication, in line with applicable requirements. It includes syringes, alcohol swabs, and printed instructions with a QR code.
Refrigerate it as soon as it arrives and follow the pharmacy's instructions.
Where should I receive my medication?
Some medications require specific handling and temperature conditions. We recommend using an address where you or someone you trust can receive the package and access it as soon as possible — ideally somewhere with access throughout the day. It is the patient's responsibility to provide a suitable delivery address and to store the medication according to the instructions.
What if I cannot receive the package?
Email us at support@vidaflowhealth.com as soon as possible and we'll help. Please note we cannot replace medication that was damaged because it wasn't refrigerated on arrival.
What if my shipment arrives damaged or never arrives?
We fix it at no cost to you and send a replacement. Contact us — you don't need to contact the pharmacy or coordinate anything yourself. Report it within 7 days.
Are these medications FDA-approved?
Compounded medications are not approved by the FDA. The FDA does not evaluate their safety, effectiveness, or manufacturing quality, and they are not equivalent to or a substitute for any FDA-approved medication.
They are prepared by licensed 503A compounding pharmacies, under a prescription from a licensed physician, specifically for you.
Is VidaFlow a pharmacy?
No. VidaFlow is the telehealth platform — the brand and the point of contact. We don't employ the physicians or compound medication ourselves. We connect you with licensed, independent medical providers and licensed compounding pharmacies within our network, who are responsible for clinical evaluation and for preparing and dispensing your medication.
Who is the physician evaluating me?
A licensed, independent medical provider from our network, authorized to practice in your state or territory. Approval of any treatment is at their sole clinical discretion.
Do you serve Puerto Rico?
Yes. We ship to Puerto Rico. Availability depends on the product and the pharmacy assigned to your order.
Do I need health insurance?
No. VidaFlow is a direct-pay service. We do not bill insurance plans.