If your MedExpress order arrives damaged, damage to the outer packaging does not automatically mean that your medication is damaged or needs to be replaced.
Overview
This article explains:
What to do if the packaging has minor damage
What to do if an ice pack has leaked
When to contact MedExpress Customer Care
When a replacement may be reviewed
What should I do if the packaging has minor damage?
Minor damage to the outer delivery box or medication packaging does not automatically mean that a replacement is required.
This also applies if an ice pack has leaked during transit.
In this situation, carefully check whether the pen itself is damaged.
If the pen is not damaged and only the outer packaging has minor damage, a replacement is not normally required.
What should I do if the pen or packaging is severely damaged?
Contact MedExpress Customer Care if:
The pen itself appears damaged
The outer delivery box is severely damaged
The medication packaging is severely damaged
You are unsure whether the medication can be used because of the damage
Our team will review the damage and advise you on the next steps.
Do I need to send photos of the damaged order?
You may be asked to provide photos of the damaged order so the issue can be reviewed.
If requested, provide clear photos of the packaging and the damaged product.
MedExpress requires sufficient photo evidence when reviewing a possible replacement.
Will I automatically receive a replacement?
No. A replacement is not automatically issued because of minor packaging damage or a leaking ice pack.
If the packaging or medication is severely damaged, MedExpress can review whether a replacement is required.
The outcome will depend on the review of the reported damage.
Key takeaway
Minor damage to the outer packaging does not automatically mean the medication is damaged.
A leaking ice pack does not automatically result in a replacement.
Check whether the pen itself is damaged.
Contact MedExpress if the damage is severe or you are unsure.
Photos of the damage may be required before a replacement can be reviewed.
If you still need help after reviewing the information above, additional assistance is available