Medication Shipping & Packaging Guide
What to do if your medication arrives warm, damaged, or with packaging concerns — step by step.
⚠️
Did your medication arrive warm or damaged?
Do not use the medication. Document everything with photos and a short video, then contact us right away. We will coordinate with the pharmacy to get a replacement sent to you as quickly as possible — typically within 1–2 business days.
1
Check the Temperature on Arrival
GLP-1 injectable medications (Semaglutide, Tirzepatide) must remain refrigerated during shipping. Use this guide to assess your medication the moment it arrives:
| Packaging Condition | Temperature | What to Do |
|---|
| Ice pack still frozen or very cold | Below 46°F / 8°C | ✓ Safe — refrigerate immediately |
| Ice pack melted but packaging cool | 46–77°F / 8–25°C | ⚠ Contact us before using |
| Warm to touch, no cold remaining | Above 77°F / 25°C | ✗ Do not use — call us now |
If you are ever unsure, err on the side of caution. Do not inject the medication — call us and we will advise you.
2
Document the Issue Before Touching Anything
Before opening or touching the medication, take clear photos and a short video. This documentation is required by the pharmacy to process a replacement.
📦
Outer box as delivered — all sides
🧊
Ice pack condition — melted, warm, or missing
💉
Medication vial or pen — label closeup
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Short video showing everything together
Save all photos/videos to your camera roll before contacting us — we will need them to file the claim.
3
Inspect the Package
- Is the outer shipping box crushed, torn, or wet?
- Is the insulated liner intact and in place?
- Are the ice packs still cold, or have they fully melted?
- Is the vial or pen seal unbroken?
- Is the medication clear — not cloudy, discolored, or particulate?
- Does the label match your name and prescription?
- Is the expiration date still valid?
4
Next Steps If Something Is Wrong
- Do not inject the medicationIf it arrived warm or you have any doubt about its condition, hold off until you speak with us.
- Take photos & a short video immediatelyPhotograph the box, ice pack, and medication before doing anything else. A 30-second video works well.
- Contact Zera Health right awayCall or text us at (561) 277-0156 or email support@zerahealth.org. Have your documentation ready to send.
- Keep all packagingDo not throw away the box, ice packs, or medication until we advise you to. The pharmacy may request photos of these items to approve the replacement.
- We handle the restOur team contacts the pharmacy on your behalf and arranges for a replacement shipment — typically delivered within 1–2 business days.
5
Proper Storage When Medication Arrives Correctly
If your medication arrived in good condition, follow these storage guidelines to maintain its effectiveness:
- Refrigerate immediately at 36–46°F (2–8°C)
- Never freeze — keep away from the freezer
- Store in original packaging, away from direct light
- Once opened or first used, may be kept at room temperature (below 77°F) for up to 28 days
- Never use medication that appears cloudy, discolored, or contains visible particles
- Check the expiration date before each use
Need help right now?
Our team is here to resolve any shipping or medication issue — don't wait.