Last updated 4 August 2026. This policy restates Section 6 of our Terms of Service, which governs if the two ever differ.
Who ships your medication
Conduit does not hold or ship medication. Your prescription is dispensed and shipped by a licensed United States compounding pharmacy directly to the address you provide. Conduit is a technology and administrative platform; we are not a pharmacy and not a medical practice.
Cold chain
Medication ships cold-chain — insulated and temperature-controlled — because the formulations we work with are temperature-sensitive. You are responsible for giving us an accurate, current shipping address and for being able to receive a temperature-sensitive package at it. We cannot ship to a PO box.
If a package arrives warm or damaged, do not use it. Contact the secure message thread in your member portal at app.getconduit.co and we will replace it.
What is included
Shipping is included in your protocol price. So are pen needles and everything else you need to take your protocol — there is no separate supplies charge and no shipping surcharge at checkout.
Timing
Nothing ships until a licensed physician has reviewed and approved your protocol. After approval, the prescription is routed to the pharmacy, dispensed, and shipped.
Delivery timelines are estimates, not guarantees. Fulfillment depends on the pharmacy's queue and on the carrier. Weather and carrier delays affect cold-chain shipments more than ordinary parcels, and the pharmacy will hold a shipment rather than send it into a delay that would compromise it.
Where we ship
We ship only to states where a Conduit-affiliated physician is licensed. That list is shown during eligibility and is currently: Arizona, Florida, Georgia, Louisiana, New York, Oklahoma, Tennessee, and Texas.
We are adding states as physician licensure expands. If yours is not listed, you can join the waitlist and we will contact you when a physician can work with you where you live.
Tracking
You will receive tracking by email when your shipment leaves the pharmacy, and it is also visible in your member portal at app.getconduit.co.
Returns
Prescription medication cannot be returned once shipped. See our Refund Policy for what is refundable and how replacements work.
Questions
Secure message in your member portal at app.getconduit.co, or the form at getconduit.co/contact.
Conduit Health, LLC · 5606 SMU Blvd, Suite 600715, Dallas, TX 75206