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/Purple-Spot-3304]

How can I escalate my order? The online checkin was completed 2 weeks ago, my next dose is due, and refill is still processing. Online support is giving generic answer that timelines are “within normal range”. Membership fees plus cash payment with no medication available, this is unacceptable. Can you please advise on next steps?

[u/AliceFromRo → u/Purple-Spot-3304]

I'm sending you a PM to help!

[u/AliceFromRo → u/[deleted]]

Typically, you should be able to request a different dose when you fill out a refill request! I’ll send you a PM to help sort this out.

[u/Juanpatron82]

My prior authorization has been approved by the insurance company but I’m still waiting for ro to send the prescription. How long should this take?

[u/AliceFromRo → u/Juanpatron82]

This can take 24-48 hours! Feel free to PM me if it extends past that window.