Shipping & Refunds

How shipping works

Shipping is included, and it’s always discreet. Your order arrives in plain, unmarked packaging that doesn’t announce what’s inside. Medications that require it ship cold-chain, in temperature-controlled packaging designed to protect both potency and your privacy. Your concierge times refills so they arrive before you run out, so you shouldn’t have to think about it.

Where and when we ship

• We ship within the United States only, and not to every state, availability depends on where you are located and which treatment you’re receiving.
• An order ships only after a prescription is issued (where applicable) and the pharmacy has filled it. Because a provider’s evaluation, and sometimes lab work, comes first, delivery timing depends on your care, not just logistics.
• Controlled substances and cold-chain items may involve additional handling and can take longer to reach you.

Transparent, cash-pay pricing

Cabana is a cash-pay membership. We show you the total cost, including medication where applicable, before you are ever billed, along with your renewal date and auto-renewal terms. No membership fee stacked on top of medication, and no surprise charges at checkout. Many members use HSA/FSA funds for eligible expenses; we provide itemized receipts, and we do not bill insurance directly.

Cancellation

You can cancel anytime, through your account or by asking your concierge, and we won’t bury the cancel button. We’ll always tell you your renewal date and total cost before we bill you. If you cancel, your membership remains active through the end of the current billing period, and it won’t renew after that. If a program has a recommended clinical duration, your provider will explain why, but the choice is always yours.

Refunds

• Prescription medications generally cannot be returned or refunded once dispensed. For your safety and by law, a pharmacy cannot accept the return of, restock, or reuse a medication that has left its control, so we’re unable to refund medication that has already shipped.
• Service and membership fees are handled case by case. If you cancel before your care team has begun work for an upcoming period, contact your concierge, we’ll do right by you within what the law and good practice allow.
• If something arrives wrong, a package that’s lost in transit, damaged, or affected by a temperature excursion, contact us promptly and we’ll arrange a replacement of the affected medication at no additional cost.

[Exact refund windows, eligibility, and the process for approved refunds to be finalized with counsel and pharmacy operations.]

Failed deliveries and address errors

Please keep your shipping address current in your account. Deliveries that fail because of an incorrect address, or that require reshipment of a temperature-sensitive medication, may involve additional cost or clinical review before we can send a replacement. Your concierge will help you sort out anything that goes sideways.