About this policy
This Shipping & Delivery Policy explains how prescribed medications are shipped to patients of Ongo Weight Loss, LLC ("Ongo," "we," "us," or "our"). It applies to medications a licensed provider has determined are clinically appropriate for you, where you've chosen delivery through Ongo's pharmacy network rather than filling your prescription elsewhere.
Who Ships Your Medication
Ongo Weight Loss is not a pharmacy. When you choose home delivery, your prescription is prepared and shipped by a licensed U.S. pharmacy partner operating in compliance with applicable state and federal pharmacy laws.
Medication requiring temperature-controlled shipping cannot be delivered to a P.O. box; a physical street address is required.
Where We Ship
Ongo works with pharmacy partners licensed to ship medication across the United States. Actual delivery availability for a specific medication depends on your state of residence, applicable state and federal law, and the licensure of your Provider and pharmacy partner — not every medication is available for delivery in every state. See our Medical Disclaimer for more information on state and medication availability.
Processing & Delivery Time
Once your provider approves your treatment and your order is placed, your pharmacy partner prepares your prescription for shipment. Most orders are delivered within 3–5 business days of shipment, though actual delivery time can vary based on your location, the carrier, and pharmacy processing time. Delivery timeframes are estimates, not guarantees.
Business days do not include weekends or federal holidays.
Packaging
Medications are shipped in discreet packaging that does not indicate the contents on the outside. Medications requiring temperature-sensitive handling are shipped using insulated packaging and cold-chain handling procedures intended to help maintain product quality in transit.
Order Tracking & Updates
You'll receive email and/or messaging updates about your order, including shipment confirmation and tracking, so you can follow your package's progress.
Shipping Costs
Standard shipping is provided at no additional cost as part of your treatment plan.
Delayed, Lost, Damaged, or Spoiled Medication
If your order hasn't arrived within the expected delivery window, or arrives damaged, contact our care team right away.
Do not use medication if the packaging appears damaged, the temperature-control packaging appears to have failed, or you have any reason to believe it was not stored properly during transit.
Contact our care team or your pharmacy before using it. Our care team will work with the pharmacy partner to determine the appropriate next step, which may include a replacement or a refund depending on the circumstances. See our Refund & Cancellation Policy for more information on refund eligibility.
Questions About Your Delivery
Contact our care team at info@ongoweightloss.com or 1-888-655-5267.