Refunds and Replacements

Delayed Delivery
Report delayed packages as soon as possible. Our team will review the tracking information for the shipment and initiate a claim with the carrier as needed. Delivery may still be attempted for products that are not temperature sensitive. If delivery does not occur within an appropriate timeframe, a replacement may be provided. Our team will take further action as needed.

Lost or Stolen Package
Report lost or stolen packages within 24 to 48 hours of expected delivery. Our team will review each case individually and initiate a claim with the carrier as needed. Depending on the situation, a replacement or refund may be provided. In urgent situations, a replacement may be arranged while our investigation with the carrier is ongoing.

Temperature Concern
Report temperature-related concerns such as delayed delivery of a refrigerated item, insufficient cooling materials provided in a package, or suspected heat exposure as soon as possible. Our team will review the situation to determine if the product may be compromised. Depending on the product-specific requirements, some cases may qualify for a replacement. Tracking information is provided for all shipments so patients or caregivers can retrieve packages promptly and store medications at the appropriate temperature upon delivery.

Damage in Transit or Packaging Concern
Report issues related to packaging such as damage during transit, leakage, or incorrect labeling as soon as possible. Our team may request supporting documentation such as photos as part of the investigation process. Requests made more than 2 days after delivery may require additional review. Approved cases may qualify for a replacement. Valor is not responsible for any damage that occurs after the product is in the possession of the patient or their caregiver.

Product Quality Concern
‍Report any concerns related to product quality, including concerns like unexpected texture or discoloration, that occur before the beyond-use date (BUD) of the product. Our team will review all reports. Reports made within 7 days of delivery may qualify for a replacement depending on the situation. Our team may contact you to verify that the product was stored under the proper storage conditions as part of the review.

Insurance Claim Resubmission
If a prescription that was processed through insurance contained incorrect or incomplete information provided by the patient, the claim may require resubmission to the insurance provider. If the new claim is approved, the patient may be responsible for an additional copay in accordance with their insurance plan. If denied, the medication may be available at the cash price.  

Automatic Refill Cancellation
Patients may cancel and request a refund for a prescription medication refilled through the Automatic Refill Program that has not yet been dispensed. Prescriptions are considered dispensed once they have shipped or left the pharmacy. Orders that have already been dispensed are not eligible for a refund. Patients may request to withdraw from the Automatic Refill Program at any time.