Weekly support thread: refills, orders, held orders, and shipping

[u/AliceFromRo]

Hi everyone!

This thread is here for general questions about refills, order status, processing timelines, held orders, tracking, and shipping.

If you’re trying to understand where your order is in the process, feel free to ask below. You can also send me a PM if you’d rather not share publicly.

A few quick reminders:

Shipping updates
Ro has made updates to give you more visibility into where your next shipment stands. You can read more here: LINK

If your order says “processing”
Your order may still be moving through required steps before it ships. Timing can vary depending on your order, treatment plan, and where it is in the process. Processing typically takes 1–4 days.

If your order is “held”
A held order usually means something needs to happen before the order can move forward. You can ask questions about held orders here, or check your Ro account for any next steps.

If you’re waiting on a refill
Refill timing can vary. Sometimes additional review or information is needed before the next order can move forward. Refills are typically processed close to the last dose of your current medication.

If you’re waiting on tracking
Tracking is usually shared once it’s available. There may be some time between an order being processed and tracking becoming available.

If tracking says delivered but you don’t have your package
Check your Ro account for the latest shipping details. It can also help to check around your front door, lobby, mailroom, package room, or with neighbors or building staff. If it still hasn’t turned up, reach out to Ro Support through your account so the team can help look into it.

Please don’t share personal health information, prescription details, addresses, screenshots with identifying information, or order numbers publicly in this thread.

Drop your questions below!

[u/Ok_Helicopter3945]

Kind of a weird question, but will Ro actually terminate treatment if you wait too long to do your refill check in? My insurance covers my prescription and it's sent to my local pharmacy. Ro starts contacting me to do a refill check-in within days of the first dose. It's hard to know if I want to go up or stay at the same dose after only a few days. I did my first 7.5 mg shot last Thursday and the emails and texts are getting more urgent sounding 😂.

[u/AliceFromRo → u/Ok_Helicopter3945]

Sorry for any confusion here. No, you won’t be terminated for not filling out your refill request when prompted. However, I do advise you to fill it out at least by the 2nd week of your current dose to avoid any delays or lapse in treatment!

[u/BronzeAgeMethos]

I just found a $39.00 charge on my credit card from 'Ro Health" and a $0.00 pre-charge from 'Roman' just before it, and I have not placed an order for anything and didn't even know what Ro Health was before doing this Google search.

What's going on? I need to know what was ordered, by whom, and where it's being shipped, and get a refund because it wasn't me. I don't have a Ro account to begin with.

[u/AliceFromRo → u/BronzeAgeMethos]

Sending you a PM!

[u/yeasure64]

I haven't received any info on my refill for several weeks now, so I logged in to my account to check on my status. My subscription has been cancelled after I paid for a 3 month supply of wegovy. Any advice? The website is totally worthless.

[u/AliceFromRo → u/yeasure64]

I’ll send you a PM to find out why it was cancelled!

[u/Woman_Wizard]

My membership says it was cancelled but I did not chose to cancel it. I just purchased the 6 month subscription for over $700, I’m so confused 

[u/AliceFromRo → u/Woman_Wizard]

I’ll send you a PM to help!

[u/Ghostiegurl82]

New to this group, just restarted with Ro. It says my pills should have shipped by today and there has been no updates. I didn’t have this problem a few months ago - everything processed quickly. I hate that I’ve dished out all this money up front and I don’t have meds. I’m leaving for vacation tomorrow too :(

[u/AliceFromRo → u/Ghostiegurl82]

Sending you a PM to help!

[u/Terrible_Advantage_1]

Elianny at RO agreed to change my order delivery date to Sept 3 as I am currently out of the country. Then I received an email that it is being delivered tomorrow by someone named Christian T. Can someone from RO help me?

[u/AliceFromRo → u/Terrible_Advantage_1]

Yes- I'm sending you a PM!

[u/Terrible_Advantage_1]

I had this resolved just now by Christian who is going to now return the shipment just sent and credit my account. Thanks

[u/AliceFromRo → u/Terrible_Advantage_1]

So glad to hear we could help resolve this for you.