Contact Methods
Our support team is available through multiple channels to assist you with any questions or concerns about your WellMensRX experience.
If you experience a medical emergency, call 911 or visit your nearest emergency room immediately. For urgent side effects such as chest pain, sudden vision changes, or an erection lasting more than 4 hours, seek immediate medical attention.
Hours of Operation
Our support team operates during the following hours to assist you:
| Service | Availability | Notes |
|---|---|---|
| Email Support | 24/7 | Responses within business hours |
| Patient Portal | 24/7 | Self-service always available |
| Physician Consultations | Mon-Fri, 9AM-6PM ET | Review within 24 hours |
| Order Processing | Mon-Fri, 9AM-5PM ET | Excluding holidays |
Emails received outside business hours will be addressed on the next business day in the order received.
Response Times
We strive to respond to all inquiries as quickly as possible. Expected response times vary based on inquiry type:
| Inquiry Type | Expected Response |
|---|---|
| General Questions | Within 24 hours |
| Order Status | Within 24 hours |
| Medical Questions | Within 24-48 hours |
| Billing Inquiries | Within 24-48 hours |
| Refund Requests | Within 3-5 business days |
| Privacy Requests | Within 30 days (per HIPAA) |
Order Inquiries
4.1 Order Status
Track your order status through your patient portal or contact support with your order number. Orders typically process within 1-2 business days after physician approval.
4.2 Order Modifications
To modify an order before it ships, contact support immediately. Once an order has shipped, modifications are not possible. You may need to initiate a return once received.
4.3 Payment Issues
For payment-related questions, including declined transactions or billing discrepancies:
- Verify your payment method is current and has sufficient funds
- Contact support with the last 4 digits of your payment method
- Allow 3-5 business days for billing adjustments
4.4 Subscription Management
Manage your subscription through your patient portal. You can modify, pause, or cancel at any time with no penalties. Changes take effect on your next billing cycle.
Prescription Questions
5.1 Consultation Process
Our free online consultation takes approximately 5 minutes. A U.S. licensed physician reviews your health questionnaire and determines if treatment is appropriate for you. If approved, you're charged for medication only. If not approved, you pay nothing.
5.2 Prescription Approval
Physician review typically occurs within 24 hours of submission. You'll receive an email notification once your consultation has been reviewed. Check your patient portal for detailed status updates.
5.3 Medication Information
- Tadalafil: FDA-approved for ED, effective for up to 36 hours, onset 30-60 minutes
- Bremelanotide (PT-141): Works on brain pathways for desire, onset approximately 45 minutes
- EPIQ CHEWS: Compounded formula, onset 30-60 minutes
5.4 Dosage Questions
Never adjust your dosage without consulting your physician. If you have questions about your prescribed dosage, message your provider through the patient portal.
Do not take ED medications if you use nitrates or nitroglycerin. Always disclose all medications, supplements, and recreational drugs during your consultation.
Shipping Issues
6.1 Shipping Timeframes
Orders ship within 1-2 business days after approval. Standard shipping takes 3-5 business days. Express shipping options are available at checkout.
6.2 Tracking Your Package
Tracking information is emailed once your order ships. Allow 24 hours for tracking to update after shipment. Access tracking through your patient portal anytime.
6.3 Discreet Packaging
All orders ship in plain, unmarked packaging. No company name, logos, or indication of contents appears on the exterior. Only you know what's inside.
6.4 Delivery Problems
If your package shows delivered but you haven't received it:
- Check with household members or neighbors
- Look in secure locations (mailroom, front desk)
- Wait 24 hours as tracking may update early
- Contact support if still missing after 24 hours
6.5 State Availability
We ship to most U.S. states where telehealth is permitted. We currently cannot serve patients in Alaska (AK), Louisiana (LA), Mississippi (MS), New Hampshire (NH), New Mexico (NM), and North Dakota (ND) due to state requirements for video consultations.
Returns & Refunds
7.1 Refund Eligibility
Due to the nature of prescription medications, returns are limited. You may be eligible for a refund if:
- Your prescription was not approved (full refund, automatic)
- You received damaged or incorrect medication
- Your order was lost in transit
7.2 Subscription Cancellation
Cancel your subscription anytime through your patient portal. Cancellations take effect on your next billing cycle. No cancellation fees or penalties apply.
7.3 Refund Process
To request a refund, contact support with your order number and reason. Approved refunds are processed within 5-10 business days and credited to your original payment method.
For complete refund policy details, please review our Refund Policy.
Technical Support
8.1 Account Access
If you're having trouble accessing your account:
- Use the "Forgot Password" feature on the login page
- Clear your browser cache and cookies
- Try a different browser or device
- Contact support if issues persist
8.2 Patient Portal Issues
The patient portal is optimized for modern browsers. For best results, use the latest version of Chrome, Safari, Firefox, or Edge. Enable JavaScript and cookies for full functionality.
8.3 Payment Processing
We accept all major credit cards, Apple Pay, and PayPal. If your payment is declined:
- Verify card details are entered correctly
- Check that your card is not expired
- Ensure sufficient funds are available
- Contact your bank if the issue persists
Frequently Asked Questions
9.1 About WellMensRX
What is WellMensRX?
WellMensRX is a telehealth platform specializing in men's sexual health. We connect you with licensed physicians who can prescribe FDA-approved medications delivered discreetly to your door.
Who reviews my consultation?
Every consultation is reviewed by a U.S. licensed physician specializing in men's health. They evaluate your medical history, current medications, and symptoms to ensure safe, appropriate treatment.
9.2 Safety & Side Effects
What are common side effects?
- Tadalafil: Headache, back pain, muscle aches, nasal congestion
- Bremelanotide: Nausea, flushing, headache
Most side effects are mild and temporary. Your physician will discuss these during consultation.
Who shouldn't take these medications?
These medications are not suitable for men who take nitrates or nitroglycerin, use certain alpha-blockers, or have severe heart, liver, or kidney conditions.
9.3 Privacy & Security
Is my information secure?
Yes. We use bank-level encryption and are fully HIPAA-compliant. We never share your information with third parties. Your privacy is paramount.
Will this show on my insurance?
No. We don't accept insurance, so nothing appears on your insurance records. Credit card charges appear as a discreet company name.
Who can access my medical records?
Only licensed physicians involved in your care. We follow strict HIPAA guidelines and never sell data to marketers.
Escalation Process
If your issue has not been resolved through standard support channels, you may escalate your concern:
10.1 Level 1: Standard Support
Contact our support team via email at support@wellmensrx.com. Most issues are resolved at this level within 24-48 hours.
10.2 Level 2: Support Supervisor
If your issue remains unresolved after initial contact, request escalation to a support supervisor. Include your original ticket number and a summary of the issue.
10.3 Level 3: Management Review
For complex issues requiring management attention, your case will be reviewed by our management team. Response time: 3-5 business days.
10.4 Privacy Complaints
For privacy-related concerns or to file a HIPAA complaint, contact our Privacy Officer at privacy@wellmensrx.com. You also have the right to file a complaint with the U.S. Department of Health and Human Services.