We actively monitor all shipments
SimplePills actively monitors shipment tracking every day.
If we notice an unusual delay, routing issue, Customs delay, return, or another tracking pattern that may need attention, we may reach out to you first.
Most packages move through the delivery process without a problem. But international shipping has more handoffs than a normal domestic shipment, so occasionally something may need extra attention.
If any of the situations below happens, You can reach us by phone, email, text, or online chat, and we can help look into what is happening and determine the most appropriate next step. See our Contact Us (opens in a new tab) page for contact information.
Below are some of the more common situations you may see, why they can happen, and what you should do.
If tracking is taking longer than expected
A slower tracking update does not always mean something is wrong.
Sometimes a package is moving between facilities without a visible scan. Other times it may be waiting for the next step in the delivery process.
The most useful clues are the last known location, how long the package has been there, and what stage of the journey it is in.
For help interpreting the tracking itself, see Understanding your tracking.
If the package is taking longer in U.S. Customs
Some packages are selected for routine Customs inspection and can stay in the Customs stage longer than usual.
We continue monitoring the shipment while it is there. If you want to understand how Customs review works, why there may be no separate notification, or how long routine inspection can take, see Understanding U.S. Customs review.
If the package appears to be misrouted
Sometimes tracking may show the package moving to a city or facility that does not look like the most direct route to your address.
That does not automatically mean the package is going to the wrong place. Domestic courier networks may route packages through different facilities depending on capacity and operations.
If tracking continues moving, it is usually reasonable to keep monitoring it. A package deserves closer attention if it stops moving for an unusual amount of time, repeatedly moves in the wrong direction, or the delivery estimate changes significantly.
If you miss a delivery or signature
Some shipments may require a signature.
If nobody is available when delivery is attempted, the courier may try again or provide instructions for pickup or redelivery. The exact options depend on the local courier and the tracking information for that package.
Check the tracking first for the latest delivery instructions. The courier may provide a new delivery date, pickup location, or redelivery option.
If tracking says delivered but you cannot find the package
If tracking shows the package as delivered but you cannot find it, first check the immediate delivery area:
- mailbox or parcel locker;
- front, side, or back door;
- building mailroom or reception desk;
- another location where packages are normally left;
- anyone else in your household who may have accepted it.
It can also be helpful to check with building staff or a nearby neighbor if packages are sometimes accepted on your behalf.
If you still cannot find the package, contact us immediately (opens in a new tab). The earlier you contact us, the higher the chance that we can help you locate it.
If a package is investigated with the local delivery office on the day it is marked delivered, there is often a much better chance of locating it. Even waiting one or two days can make the package more difficult to trace.
We also highly recommend signing up for delivery alerts on the courier's tracking website so you receive real-time updates and can act quickly if a delivery does not arrive where expected.
If the package appears to be lost
A package being truly lost is uncommon, but if tracking stops for an unusually long period or the courier can no longer account for the shipment, the tracking history should be reviewed to determine whether it still appears to be moving, delayed, misrouted, returned, or likely lost.
If another shipment or another resolution is needed, our team will support you through the process.
If you are getting close to running out of medication
If you think your package may not arrive before you run out of medication, contact us as early as possible (opens in a new tab). The earlier you contact us, the better we can plan with you.
Let us know approximately how much medication you have left. We can review the shipment status and discuss the available options.
For future refills, we typically recommend placing your refill when you have about one month of medication left on hand. That gives enough time to cover normal international-delivery variability or an unexpected delay.
Our delivery and Customs guarantee
We know medication is essential, so we try to make the delivery process as predictable as possible even when something happens outside our control.
SimplePills provides a U.S. tariff assurance. If a package is not delivered because of U.S. Customs, we will send a replacement at no additional charge.
Our coverage does not stop at Customs. If a package is lost or otherwise not delivered during the delivery process, we can also typically send another package at no additional charge after we review what happened.
The goal is simple: if something prevents your medication from reaching you, we will review what happened and work with you on the appropriate resolution.
Where to go from here
This completes the delivery stage of the pharmacy journey.
The next step is making sure your next supply arrives before you run out. Continue to When should you order your next refill?.