If your order has not arrived, has been damaged, or was marked delivered but is missing, tell us here and we will investigate with the carrier and put it right.
Before you file
- Allow 24 hours after a 'delivered' scan — parcels are sometimes scanned before they are dropped.
- Check around your property, porch, mailbox, and with neighbours or your building's reception.
- Confirm the delivery address on the order is correct.
When to file
| Marked delivered, not received | After 24 hours, within 14 days of the delivery date |
|---|---|
| No movement in tracking | After 7 business days from dispatch |
| Arrived damaged | Within 7 days of delivery — keep the packaging and photograph it |
| Cold-chain item arrived warm | Immediately — do not use the medicine |
File a claim
Use the form below and choose "Lost or damaged delivery" as the subject, or email support@prescibe.com with your order number.
What we need
Your order number, the delivery address, the date tracking showed delivery, whether anyone else may have accepted it, and — for damage — photographs of the packaging and contents.
What happens next
- We acknowledge your claim within 1 business day.
- We open a trace with the carrier. Carrier investigations typically take 3–8 business days.
- Once resolved, we reship the order or refund it in full — your choice where both are possible.
Prescription items
We can reship a lost prescription order once the carrier confirms the loss, subject to the rules governing your original prescription. We may need to contact your prescriber first. Never take medicine from a parcel that arrived damaged or has been tampered with.