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Sera Rx LLC

Shipping Policy

Last updated: May 11, 2026

This Shipping Policy ("Shipping Policy" or "Policy") describes how products ordered through the website located at https://joinserarx.com (the "Platform") and the related services made available by Sera Rx LLC ("Sera RX," "we," "us," or "our") (collectively, the "Service") are processed, packaged, shipped, and delivered. This Policy is incorporated by reference into, and forms a part of, our Terms and Conditions. Capitalized terms used but not defined in this Policy have the meanings given to them in the Terms and Conditions.

By placing an order through the Platform or otherwise using the Service, you acknowledge that you have read, understood, and agree to be bound by this Shipping Policy. If you do not agree with this Policy, you should not place an order through the Service.

1. Overview and Scope

1.1 What Sera RX Is. Sera RX is a technology platform that facilitates access to telehealth services and related products. Sera RX is not a healthcare provider, medical practice, or pharmacy, and Sera RX does not practice medicine, dispense medications, or render medical advice. Telehealth consultations are provided by licensed healthcare professionals (each, a "Provider") who exercise independent professional judgment. Medications, including compounded medications, are prepared, dispensed, and shipped by independent, licensed compounding pharmacies (each, a "Pharmacy") pursuant to a valid prescription issued by a Provider.

1.2 What This Policy Covers. This Policy governs the shipment and delivery of products that are dispensed by a Pharmacy following a successful medical evaluation and the issuance of a valid prescription. Because Sera RX is not the dispensing entity, shipping timelines, carrier selection, packaging, and handling are coordinated by, and ultimately subject to the policies and operational capabilities of, the dispensing Pharmacy and its third-party carriers. Sera RX provides this Policy for your convenience and to describe the shipping experience generally; specific terms may vary by Pharmacy, product, and destination.

1.3 Cash-Pay Service. The Service is offered on a cash-pay basis only. Sera RX does not accept, bill, or process insurance, Medicare, Medicaid, or any other third-party payor for products or services. All amounts, including any applicable shipping fees, are disclosed at checkout.

1.4 Nature of the Products. Certain medications available through the Service are compounded GLP-1 medications (including, without limitation, compounded semaglutide and compounded tirzepatide). Compounded medications are not approved by the U.S. Food and Drug Administration ("FDA"). Compounded GLP-1 medications are temperature-sensitive biological products that are frequently shipped using cold-chain methods, including insulated packaging and ice packs or gel packs, as described in Section 5 below.

2. Shipment Is Conditioned on Medical Evaluation and Prescription

2.1 No Guarantee of Shipment at Purchase. Submitting an order and providing payment information through the Platform does not guarantee that any medication will be prescribed, dispensed, or shipped. Your order is a request for a telehealth evaluation and, if clinically appropriate, the dispensing of a prescribed product.

2.2 Conditions Precedent to Shipment. A medication will be shipped to you only after all of the following have occurred:

2.3 If No Prescription Is Issued. If a Provider determines that a medication is not appropriate for you, no medication will be shipped. Any refund associated with the consultation fee or product charge in such circumstances is governed by our Returns & Refunds Policy.

3. Order Processing Time

3.1 Processing Stages. Order processing generally consists of three sequential stages: (i) medical review by a Provider; (ii) pharmacy verification of the prescription and order; and (iii) fulfillment, during which the Pharmacy compounds (or prepares), labels, and packages the medication for shipment.

3.2 Estimated Processing Timeframe. Under typical circumstances, medical review is completed within approximately one (1) to three (3) business days after you submit a complete intake, and Pharmacy verification and fulfillment are typically completed within approximately two (2) to five (5) business days after a prescription is received by the Pharmacy. Total processing time before a package is handed to a carrier is therefore commonly three (3) to eight (8) business days, though actual times vary.

3.3 When the Clock Starts. Processing time begins only when you have submitted a complete order, including all required intake responses, identity verification, payment authorization, and any additional information requested by a Provider or Pharmacy. Incomplete submissions, requests for clarification, additional documentation, or follow-up consultations will pause the processing clock until the outstanding items are resolved.

3.4 Business Days. "Business days" means Monday through Friday, excluding U.S. federal holidays. Orders placed on weekends or holidays are processed beginning the next business day. Processing and shipping timeframes are estimates only and are not guarantees.

4. Shipping Methods, Carriers, and Delivery Windows

4.1 Carriers. Medications are shipped by the Pharmacy using reputable third-party carriers, which may include the United States Postal Service (USPS), UPS, FedEx, or comparable regional or specialty couriers. The specific carrier and service level are selected by the Pharmacy based on the product, destination, temperature-sensitivity requirements, and operational considerations.

4.2 Estimated Delivery Windows. After an order has been handed to a carrier, standard ground or priority shipping typically arrives within approximately two (2) to five (5) business days, depending on the carrier, service level, and destination. For temperature-sensitive products, the Pharmacy may use expedited service (for example, overnight or two-day delivery) to preserve product integrity regardless of the standard estimate.

4.3 Expedited Options. Where available, expedited shipping options may be offered or applied at checkout or selected by the Pharmacy. Expedited shipping affects only the transit portion of delivery and does not shorten the medical review, verification, or fulfillment stages described in Section 3.

4.4 Signature on Delivery. For certain medications, and at the discretion of the Pharmacy or carrier, an adult signature or other delivery confirmation may be required at the time of delivery. If a signature is required and no eligible recipient is available, the carrier may attempt redelivery, hold the package for pickup, or return it, in accordance with the carrier's procedures. You are responsible for ensuring that an appropriate recipient is available where a signature is required.

5. Cold-Chain and Temperature-Sensitive Handling

5.1 Cold-Chain Packaging. Compounded GLP-1 medications and other temperature-sensitive products are generally shipped using cold-chain methods, which may include insulated containers, ice packs or gel packs, thermal liners, and expedited transit to maintain the product within its required temperature range during shipment.

5.2 Refrigerate Promptly. Upon receipt of a temperature-sensitive medication, you should open the package promptly and refrigerate the medication immediately (or otherwise store it strictly in accordance with the storage instructions printed on the product label and any accompanying patient materials). Do not freeze the medication unless expressly instructed. Always follow the storage and handling instructions provided by the Pharmacy and your Provider.

5.3 Ice Packs. Ice packs or gel packs included in your shipment may arrive partially or fully thawed. A thawed ice pack alone does not necessarily mean the medication has been compromised, as cold-chain packaging is designed to maintain temperature for the expected transit duration even as packs thaw. If you have any concern about the integrity of your medication, do not use it and contact us before administering any dose.

5.4 Package Arrives Warm, Damaged, or Delayed. If your package arrives warm, damaged, leaking, opened, or significantly delayed, or if you otherwise have reason to believe the medication may have been exposed to out-of-range temperatures, you should not use the product and should report the issue promptly. Reports concerning damaged, spoiled, or compromised shipments, and any associated replacement, reshipment, or refund, are handled in accordance with our Returns & Refunds Policy. To support a claim, we recommend that you retain the medication, all packaging, ice packs, and the shipping label, and that you photograph the condition of the shipment as received.

5.5 Discreet Packaging. Shipments are generally sent in plain, discreet packaging that does not advertise its contents on the exterior. Packaging is designed to protect product integrity and your privacy; however, exterior labeling required by carriers or by law (for example, regulatory or handling markings) may still appear.

6. Shipping Destinations and Restrictions

6.1 United States Only. We ship only within the United States. We do not offer international shipping, and we do not ship to international addresses or freight forwarders.

6.2 State Availability and Provider Licensure. The availability of the Service, and the ability to receive a prescription and shipment, depends on whether a Provider is licensed in the state in which you are located and whether a Pharmacy is authorized to dispense to that state. As a result, the Service is not available in all states, and a medication cannot be shipped to a state where a Provider is not licensed or a Pharmacy is not authorized to ship. State availability may change over time.

6.3 PO Boxes. Because certain medications require signature on delivery or cold-chain handling, some carriers and Pharmacies may be unable to deliver to PO Boxes. Where a physical street address is required, you must provide one. If you provide a PO Box where one cannot be used, your order may be delayed pending a deliverable address.

6.4 APO/FPO/DPO and U.S. Territories. Shipping to military addresses (APO/FPO/DPO) and to U.S. territories may be limited or unavailable, particularly for temperature-sensitive products, due to transit times and cold-chain constraints. Availability is determined on a case-by-case basis by the Pharmacy and carrier.

7. Shipping Fees

7.1 Fees Disclosed at Checkout. Any applicable shipping fees are calculated and disclosed to you at checkout before you complete your order, and may vary based on the selected product, service level, destination, and any cold-chain handling requirements.

7.2 Free Shipping. From time to time, free or discounted shipping may be offered, including in connection with certain products, promotions, or subscription plans, and may be subject to minimum order values or other thresholds or conditions. Any such offer, and any applicable threshold, will be described at checkout or in the applicable offer terms and may be modified or discontinued at any time.

8. Tracking, Delivery Confirmation, and Address Accuracy

8.1 Tracking. When your order ships, tracking information is generally made available to you, typically by email or through your account on the Platform. Tracking updates are provided and maintained by the carrier, and Sera RX is not responsible for the accuracy, timeliness, or availability of carrier tracking data.

8.2 Delivery Confirmation. Delivery is deemed complete when the carrier records the shipment as delivered to the address you provided (or, where a signature is required, when an authorized recipient signs for the shipment).

8.3 Address Accuracy Is Your Responsibility. You are solely responsible for providing a complete and accurate shipping address and for ensuring that the address is one at which you can promptly and safely receive a temperature-sensitive package. We are not responsible for delays, non-delivery, misdelivery, or spoilage resulting from an incorrect, incomplete, outdated, or undeliverable address that you provided.

8.4 Failed Deliveries, Incorrect Addresses, and Reshipment Fees. If a shipment is returned to the Pharmacy, refused, or undeliverable because of an incorrect or incomplete address, a missed signature requirement, a failure to retrieve a held package, or a similar reason within your control, you may be charged an additional shipping or reshipment fee before the order is reshipped. Returned temperature-sensitive medications that may have been compromised in transit generally cannot be reshipped and may not be eligible for refund; such situations are governed by our Returns & Refunds Policy.

9. Lost, Stolen, or Delayed Packages

9.1 Reporting. If your tracking indicates delivery but you have not received your package, or if your package appears lost, stolen, or excessively delayed, you should contact us promptly at hello@serarx.com so that we can assist you and, where appropriate, coordinate with the Pharmacy and carrier. Prompt reporting improves the likelihood of a successful resolution or carrier claim.

9.2 Carrier Claims. Lost, stolen, or damaged-in-transit shipments are generally subject to the carrier's claims process. We and the Pharmacy may, in our discretion, assist you in initiating a carrier claim, but we do not control and cannot guarantee the outcome, timing, or result of any carrier investigation or claim.

9.3 Risk of Loss and Title. Title to, and risk of loss for, all products pass to you upon delivery to the carrier, or, where a signature is required, upon the carrier's record of delivery to the shipping address you provided. Once a shipment has been delivered in accordance with the tracking record, responsibility for the package, including the risk of theft after delivery, rests with you.

10. Weather, Carrier, and Force-Majeure Delays

Estimated processing and delivery timeframes are not guaranteed and may be affected by events beyond our or the Pharmacy's reasonable control, including, without limitation, severe weather, natural disasters, public health emergencies, carrier service disruptions, transportation or logistics failures, labor shortages or disputes, customs or regulatory actions, supply or ingredient shortages, system or power outages, acts of government, and other events of force majeure. Sera RX, the Providers, and the Pharmacies are not liable for delays, non-delivery, or product compromise caused by such events. Where weather or carrier conditions create a risk to temperature-sensitive products, the Pharmacy may, in its discretion, delay shipment to protect product integrity.

11. Recurring and Subscription Shipments

Certain products are offered on a recurring, subscription, or auto-refill basis. For recurring orders, each refill shipment remains subject to this Shipping Policy, including the requirement that each refill be supported by a valid, current prescription and verified by the Pharmacy. The timing of refill shipments, the cadence of recurring billing, refill eligibility, and your right to modify, pause, skip, or cancel recurring shipments are governed by our Subscription/Auto-Refill & Cancellation Policy. To avoid an unwanted shipment, you should review that policy and make any changes before your next scheduled processing or billing date.

12. Changes to This Policy

We may update or modify this Shipping Policy from time to time in our sole discretion. When we do, we will revise the "Last updated" date above. Material changes may be communicated through the Platform or by other reasonable means. Your continued use of the Service after a revised Policy becomes effective constitutes your acceptance of the updated Policy. We encourage you to review this Policy periodically.

13. Contact Us

If you have questions about this Shipping Policy or about a specific shipment, please contact us:

Email (Support): hello@serarx.com

Mail: Sera Rx LLC Attn: Customer Support 86 Oakwood Road Jacksonville Beach, FL 32250

This Shipping Policy is governed by and construed in accordance with the laws of the State of Florida, without regard to its conflict-of-laws principles, and the parties submit to the exclusive jurisdiction and venue of the state and federal courts located in Duval County, Florida, as further set forth in our Terms and Conditions. This Policy should be read together with our Terms and Conditions, Returns & Refunds Policy, and Subscription/Auto-Refill & Cancellation Policy.