Returns & Refund Policy

Prescription medications

For your safety and as required by pharmacy regulations, prescription medications cannot be returned, exchanged, or reused once they have been dispensed and shipped. Dispensed medication cannot re-enter the pharmacy supply chain.

Damaged, incorrect, or missing orders

If your order arrives damaged, is incorrect, or does not arrive, contact our support team within 14 days of the expected delivery date. After verifying the issue with the dispensing pharmacy and carrier, we will arrange a replacement shipment or a refund of the affected charge.

Charges before provider approval

You are not charged for medication unless a licensed provider approves your treatment plan. If a provider determines that treatment is not appropriate for you, any medication amount you prepaid will be refunded in full to your original payment method.

Subscription cancellations

You can cancel your subscription at any time through the patient portal or by contacting support. Cancellations take effect at the end of the current billing period. To avoid being charged for an upcoming shipment, cancel before your next billing date shown in your portal. Once a renewal order has been approved and dispensed by the pharmacy, that shipment can no longer be cancelled or refunded.

Refund processing

Approved refunds are issued to the original payment method and typically appear within 5–10 business days, depending on your bank.

How to reach us

Email support@theamericanprotocol.com with your order number and a description of the issue. Our team typically responds within one business day.