Help Center
How can we help?
Find answers to common questions about your Medura account, orders, billing, and more.
Billing & Payment.
Charges, refunds, subscriptions and rewards, explained in plain language.
How do I pay for my order?
Checkout is processed securely by Stripe. You can pay with any of the payment methods shown at checkout. Sales tax is added where it applies and appears on your order confirmation and receipt.
I was charged incorrectly. What should I do?
Contact us within 30 days of the charge at support@medurahealth.com or (702) 718-5578. We investigate verified billing errors and resolve them within 5 to 10 business days. Approved refunds go back to your original payment method.
What is your refund policy for Wellness products?
Every eligible Wellness wellness product is backed by a 90-day money-back guarantee for 90 days after delivery, including opened and used products. If you are dissatisfied, contact us within the guarantee period to request a product replacement, Medura store credit, or a refund to your original payment method. The guarantee does not apply to prescription medications, lab testing, or medical consultations.
Can I return a prescription product?
Prescription products cannot be returned for reuse or resale, and sales are final. If you believe there was an error filling your prescription, contact us within 7 days of receiving your order and we will work to resolve it.
How long does a refund take?
Approved refunds are issued to your original payment method within 5 to 10 business days, and you will get an email confirmation. Your bank or card issuer may need extra time to post it.
How does Subscribe & Save work?
Subscribe & Save is available on Wellness products. Eligible customers receive 30% off their first subscription order and 15% off recurring orders, both from the regular price. Subscription items ship free at $50 or more after discounts; standard shipping applies below that. You can review, pause or cancel from your account subscriptions.
How do Medura Rewards points work?
Signed-in customers earn points on paid Wellness purchases and can redeem them at checkout. See how Rewards works.
Orders & Shipping.
Where your order is, when it arrives, and what to do if something goes wrong.
How do I track my order?
Use Track your order with your order number, or sign in and open Orders in your account. Tracking can take up to 24 hours to become active after your order ships.
When will my order ship?
Wellness orders placed before 2:30 PM Pacific Time on weekdays are processed the same business day. Orders placed after that cutoff or on weekends are processed the next business day. Wellness orders ship from Las Vegas, Nevada, and delivery typically takes 1 to 3 business days after shipment, depending on destination.
How much is shipping?
Over-the-counter one-time orders ship free at $75 or more after discounts. Below that, shipping is a flat $9.95. Subscribe & Save items ship free when they total $50 or more after discounts; standard shipping applies below that, and one-time items never count toward it. Your exact shipping cost is shown at checkout before you pay.
Do you ship outside the United States?
Not at this time. Medura ships within the United States only.
I entered the wrong address. Can you change it?
Contact us as soon as possible with your order number. Once an order has been handed to the carrier we cannot redirect it, and customers are responsible for the accuracy of the address they submit. You can keep your addresses up to date any time in your account addresses.
My package is delayed or arrived damaged.
Once a package is with the carrier, delivery times are outside our control, so check your tracking link first. If it is late or damaged, keep the packaging, labels and the product, then contact us with your order number so we can help.
Who ships my prescription?
If you receive a prescription through Medura, a participating pharmacy fulfills and ships it. We cannot reship medication to a different address than the one on your original order without verification.
How do I reach customer support?
Email support@medurahealth.com, call (702) 718-5578, or send a message from our contact page. You can also use the chat button in the bottom corner of any page for quick product and order questions.
What should I include in my message?
Your order number and the email you used at checkout help us find your order fastest. For billing questions, include the date and amount of the charge.
I forgot my password or cannot sign in.
Use Forgot password and we will email you a reset link, which expires after 1 hour. If you do not see it, check your spam folder and make sure you entered the email on your account.
Can support give medical advice?
Our support team can help with orders, billing and account questions, but cannot give medical advice. Talk to your healthcare provider about medical questions. If you are having a medical emergency, call 911 or seek emergency care right away.
How do I unsubscribe from marketing emails?
Every marketing email has an unsubscribe link in the footer. You can also email support@medurahealth.com and we will take care of it. Order and account emails will still be sent.
Didn't find what you're looking for?
Our customer support team is here to help. Reach out with any questions about your account, orders, or billing.