Clinically reviewed: Wed 31 July
You might have more questions after reading our How do you deliver my weight loss treatment? and Unboxing your weight loss treatment delivery articles. Take a look at the most common queries and put your mind at ease.
1. What if I won’t be home for the delivery?
Because weight loss treatment needs to be kept at a constant temperature, we recommend you (or someone you trust) is at home to receive your delivery. If you’re not going to be home, you can agree a designated Safeplace with Royal Mail. You don’t need to sign for your order, but your post person will take a photograph to confirm a successful delivery.
2. Will my weight loss treatment spoil if I can’t refrigerate it straight away?
We package your weight loss treatment with sustainable Woolcool insulation and ice gel packs, so it maintains the correct temperature whilst in transit. If your delivery is less than 7 days delayed and has been stored out of direct sunlight and at under 30°, the medication can still be used safely, within the 30 day timeframe. Please ensure the medication is put inside a fridge as soon as you have taken delivery.
3. What if something is wrong with my order once it’s been delivered?
If you think something isn’t right with your order, please get in touch with our Patient Care team and explain your concerns. The team will be able to advise you on next steps.
4. My weight loss treatment has an extended expiry date – is this safe?
Sometimes batches of medications are given an extended expiry date after the production process. This is handled by the manufacturer and the MHRA (Medicines and Healthcare product Regulatory Agency) - the Government agency responsible for this. Phlo Clinic are not responsible for these changes, but be assured any changes are perfectly safe and we’ll always clearly communicate these to you. Read more in our Understanding expiry dates article.
5. Is the Phlo Clinic packaging able to be recycled?
We’ve made our packaging as eco-friendly as possible. You can recycle our cardboard packaging and the Woolcool insulation can be reused in a variety of ways. The ice gel packs can also be refrozen and reused as you would any ice bag insert – super handy for picnics and days out when it’s hot!
6. What to do if my package is damaged?
If upon delivery, Royal Mail deliver the parcel and there is visible damage, we strongly advise you to accept the parcel, inspect the contents and contact our Patient Care team as soon as possible with your concerns.
In some instances, packages may be disfigured in transit due to the size and content of the box. Our packaging is temperature controlled with Woolcool technology and designed to keep the medication safe however, at times the ice packs may leak due to weather/transit conditions which can cause damage to the cardboard packaging, please note this does not effect the condition and efficiency of the pen itself. We would advise putting the package in the fridge immediately and contacting our team if you are unsure and require further information
If you have already rejected or returned your delivery we will await the parcel being returned and assess the pen to ensure it is clear, colourless and free of any particles and re-dispatch if deemed safe to do so. If we do not receive the pen within the 7 days we will escalate this to a senior member of staff who will review the investigation and provide a solution.