If something goes wrong with your shipment, contact Oana support immediately. The team is set up to handle these situations and will work with you to resolve them quickly.
If your medication doesn't arrive:
- Check your tracking first. Sometimes "delivered" notifications appear before the package physically arrives. Check the tracking link in your account, and check around your delivery location — front porch, back door, mailroom, with a neighbor.
- Wait 24 hours past the expected delivery date. Occasionally shipments are delayed by a day. After 24 hours past expected delivery, contact support.
- Contact Oana support at support@oanahealth.com or through your account. Include your order number and the tracking information.
If your medication arrives damaged:
- Take a photo of the damaged packaging and medication if you can. This helps Oana coordinate with the carrier and partner pharmacy on a replacement.
- Don't use the medication if you're uncertain. If the packaging is significantly compromised, the seal is broken, or you have any concern about whether the medication is safe to use, set it aside and contact support before using it.
- Contact Oana support immediately. The team will coordinate a replacement shipment.
If your injectable medication arrived warm or temperature-compromised:
- Don't use it. Cold-chain failures can affect the medication's effectiveness and safety.
- Take a photo of the cold packs and packaging if you can.
- Contact Oana support immediately. Replacement shipments for cold-chain failures are coordinated with priority — the team understands you can't wait for a normal shipping cycle if your medication isn't usable.
If your shipment is missing items:
- Check the packing slip included with your shipment. Sometimes orders ship in multiple packages, particularly when treatments come from different partner pharmacies.
- Contact support if items are still missing after checking.
Replacement shipments:
When Oana coordinates a replacement shipment for a damaged, lost, or temperature-compromised order, there's no additional cost to you. The replacement ships at no charge.
How to reach Oana support:
- Email: support@oanahealth.com
- Through your account: message Oana support directly in your account dashboard
Response time for shipping issues is typically within one business day, and faster for time-sensitive situations like missing injectable medication or cold-chain concerns.