Got questions? We've got answers. Check out our frequently asked questions section to find solutions to common inquiries regarding billing, shipping, and portal for Olympia and Hallandale.
Shipping
I placed a cold ship order on Friday and have not received it.
Cold items ship Monday-Thursday to prevent damage from weekend travel.
I can’t find my tracking number. How do I see if my package has shipped?
When viewing your order in the portal, a tracking number will appear at the bottom of the page once the package has shipped. If no tracking number appears and the ship date has passed, please notify customer service.
If you receive multiple shipping charges, please keep in mind that we charge per order placed.
My order was placed for pickup, where do I go?
McLeod (Patient Specific Order Pickup) : 4600 L B McLeod Rd., Orlando, FL 32811
Conroy (Office Order Pickup) : 6700 Conroy Rd., Ste. 155, Orlando, FL 32835
Why was I charged multiple shipping fees?
Please note office use orders and patient prescriptions are processed in two separate facilities and will ship separately.
To avoid multiple shipping fees on patient prescriptions going to your office, please watch our YouTube video here: https://youtu.be/koMxhJ7T5mc
How do I update my address?
Follow the instructions on this form: https://rb.gy/05qxn
Can I change my shipping method, add any items, or cancel an order I’ve already submitted?
If you would like to make any changes or add any items to an already submitted order, you will need to cancel the order and resubmit the order with those items included. You have a 5-minute window after submitting an order to cancel the order via your online portal account. Unfortunately, we cannot combine any packages.
portal
Some products are not visible on my portal, what's going on?
If you do not see a product on the portal, please try looking under the patient prescription tab. If you still do not see the product, it is possible it is not available in your state.
How do I find the BUD or expiration date when placing orders?
When placing an order, the BUD will display under the drug cost. **The BUD will only preview for office use orders.**
Promo codes
Promo codes must be submitted on an order, and cannot be applied retroactively.
Semaglutide
Ordering will now available 24/7. For instructions on Semaglutide please check the portal under Clinical Resources.
How do I find my pricing?
In your portal, click on the Price/Product/BUD tab from the left side menu.
billing
How do I update my credit card?
On the checkout screen, there will be a box selected that uses your default card on file to place orders. Uncheck the box to enter a new credit card into our system prior to placing your order.
If you do not see a box to input card information during checkout, please reach out to [email protected] to update your card.
Why was I charged multiple shipping fees?
Please note office use orders and patient prescriptions are processed in two separate facilities and will ship separately.
To avoid multiple shipping fees on patient prescriptions going to your office, please watch our YouTube video here: https://youtu.be/koMxhJ7T5mc
How do I get a refund for a canceled order?
If you have not received a refund for your canceled order within 48 hours, please email [email protected].
Why is my account suspended?
Your account may be suspended due to a declined credit card or open sale. If you believe this is the case, please email accounting at [email protected] for the fastest service.
Accounts can also be suspended for regulatory changes, such as an updated medical license, or issue shipping to your state. Please contact customer service if you do not know why your account is suspended.
Where is my invoice?
If you are not receiving invoices via email, please contact [email protected] to update your email address.
ORDER
How do I change my credit card?
If there has been any changes to your billing details for any reason, please complete the Credit Card Authorization form.
How do I cancel my order?
Once an order must be cancelled, please send me an email at [email protected] that includes the order number, this is in your portal and is assigned once the order is submitted. I will be able to notify my pharmacy liaison of your request.
Can I change the quantity of my order?
Once the order is submitted, it has a very short window where changes can be made. If the quantity is incorrect, please send me an email to [email protected] that includes the order number, this is in your portal and is assigned once the order is submitted. If it cannot be modified, the order will be cancelled and a new corrected order will be required.
Can I change the shipping address?
Once the order is submitted, as long as the order has not shipped it can be change. It has a very short window where changes can be made. If the quantity is incorrect, please send me an email to [email protected] that includes the order number, this is in your portal and is assigned once the order is submitted
How do I find the tracking details?
Once a tracking number is assigned, you can locate the tracking details in the portal under the "ORDER STATUS" tab.
I received a broken/leaking/missing vial or product.
Orders must be opened and inspected immediately, if there are any issues, an email containing the order number, images, and a short description of the issue or what is missing must be reported to the pharmacy.
How do I link orders?
Step 1: Log in to your LifeFile ERX account.
Step 2: Prior to submitting your prescription order to the pharmacy, select "Save for Later".
Step 3: Repeat Step 2 until all orders have been saved.
Step 4: Go to Pending Orders on the side menu and select the orders you wish to group together.
Step 5: Review your selected orders and submit.
Why did the order take all weekend to deliver?
No cold items ship out on Fridays, the package may get ready and have a FedEx tracking number assigned to wait for the FedEx truck to pick up to start transit.
I received my package, but the ice packs were melted. Is it still safe to use?
Even though the ice packs may have melted or even arrived frozen, it should not affect the potency or safety of the medication. We have studies confirming an unopened vial of Semaglutide could be left outside the refrigerator for up to 30 days at room temperature up to 86°F.
I have an order status that says "waiting for lab release or new lot."
The lab has the product in quarantine, waiting for test results before a new batch is released.
We submitted orders (according to FedEx shipping) that were canceled. Can you explain how/why this happened?
You have a large group of orders that were linked, generally, if one gets assigned a tracking number but doesn't leave that day, they assign a new one. A new tracking number is usually uploaded in the order status history, but if it doesn't appear, you can reach out to me to retrieve that information.
What does order exception mean?
Need clarification on order - may be concerning directions, qty, packaging, etc - must be confirmed with clinic/provider before the order will proceed with processing to the next step.
What does fulfillment mean?
Products are brought in to get the order ready.
Account
Can I change or add a Medical Director?
Must complete the attached forms and forward it back along with a copy of the prescribing state license and DEA, if applicable.
How do I change my business address?
Must complete the first page of the application ( business info page).
Where can I find my past invoices?
Transaction management tab in the portal, the date range can be changed to search for past transactions.
How do I submit signed controlled RXs?
Powerpoint instructions.
What’s the maximum volume of Semaglutide/Tirzepatide can I prescribe?
25ml max each product, per patient order.
Does Hallandale Pharmacy work with Central Fill Pharmacy?
Yes, Hallandale can establish a central fill partnership and have their patient orders delivered to the pharmacy.
Does Hallandale Pharmacy ship office-use products?
Unfortunately, Hallandale pharmacy is a 503A facility, we can only process patient-specific orders, and not office-use orders.
How do I contact my rep?
*For new & current customers, please send us a message at (561) 556-2028.
Learn How to Navigate, Order, and Manage Your RX
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Portal Overview
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Navigating Olympia Pharmaceuticals Portal
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