--- title: Why haven't I received my order yet?  description: Wondering why your first Moshy order hasn't arrived yet? Learn about common delays, including incomplete consents, pending consults, or payment issues. --- [Skip to content](https://support.getmoshy.com/moshy-nz/moshy/why-havent-i-received-my-order-yet#main-content) [![image (44)](https://support.getmoshy.com/hs-fs/hubfs/image%20(44).png?width=140&height=53&name=image%20(44).png)](https://www.moshy.co.nz/) - [Home](https://www.getmoshy.com.au/) - [Weight loss](https://www.getmoshy.com.au/weight-loss) - [Hair regrowth](https://www.getmoshy.com.au/hair) - [Skincare](https://www.getmoshy.com.au/skin) Open main navigation Close main navigation - [Home](https://www.getmoshy.com.au/) - [Weight loss](https://www.getmoshy.com.au/weight-loss) - [Hair regrowth](https://www.getmoshy.com.au/hair) - [Skincare](https://www.getmoshy.com.au/skin) This is a search field with an auto-suggest feature attached. - There are no suggestions because the search field is empty. 1. [Moshy FAQ](https://support.getmoshy.com/moshy-nz?hsLang=en-au) 2. [Orders & Shipping](https://support.getmoshy.com/moshy-nz/orders-shipping?hsLang=en-au) 3. [Tracking my order](https://support.getmoshy.com/moshy-nz/orders-shipping?hsLang=en-au#tracking-my-order) # Why haven't I received my order yet? ## (It's my first order) Sorry your order hasn’t arrived yet! We know how exciting it is to get started, so we don’t want to keep you waiting. If this is your first order with Moshy, or your first order of a new treatment, here are the most common reasons it might be held up 👇 **Have you completed your consents?** Whenever you get a new prescription (your first order, or after any change in treatment), you’ll need to accept your treatment plan and complete your consents. This lets your practitioner know you’ve read and understood their advice. For your safety, we need this done before we can send your script to the pharmacy. You can complete your consents in the [Dashboard tab](https://app.moshy.co.nz/notifications) of your Moshy portal. **Have you had your consult with a practitioner?** All new patients need a phone or video consult with a practitioner to go over their recommended treatment plan. If you haven’t had yours yet and you’re free to chat, [get in touch with our team](https://support.getmoshy.com/moshy-nz/contact-moshy-for-support?hsLang=en-au) and we’ll get you booked in as soon as possible. **Are your contact details and address correct?** Check your details under Address Info in your [Moshy portal](https://app.moshy.co.nz/profiles). We use these to let you know if we need anything from you, and to make sure your order gets to the right place. **Has your payment gone through?** Sometimes a card is declined, for example due to insufficient funds. Check your payment history and card details under Payment Info in your [Moshy portal](https://app.moshy.co.nz/profiles). **Still no tracking details?** If none of the above apply and you haven’t had an email or SMS with your tracking details, let us know and we’ll look into it. You can also check [When will I receive my order?](https://support.getmoshy.com/moshy-nz/moshy/when-will-i-receive-my-order-first-prescription?hsLang=en-au) for our usual delivery timeframes 📦 Still have a question? [Here’s how to reach our team](https://support.getmoshy.com/moshy-nz/contact-moshy-for-support?hsLang=en-au) 💜 - [About Moshy](https://support.getmoshy.com/moshy-nz/about-moshy?hsLang=en-au) - [Getting started](https://support.getmoshy.com/moshy-nz/getting-started?hsLang=en-au) - [How it works](https://support.getmoshy.com/moshy-nz/how-it-works?hsLang=en-au#main-content) - [Prescription treatments](https://support.getmoshy.com/moshy-nz/how-it-works?hsLang=en-au#prescription-treatments) - [Managing your subscription](https://support.getmoshy.com/moshy-nz/managing-your-subscription?hsLang=en-au#main-content) - [Changing / cancelling my subscription](https://support.getmoshy.com/moshy-nz/managing-your-subscription?hsLang=en-au#changing-cancelling-my-subscription) - [Update my information](https://support.getmoshy.com/moshy-nz/managing-your-subscription?hsLang=en-au#update-my-information) - [Treatment Information](https://support.getmoshy.com/moshy-nz/treatment-information?hsLang=en-au#main-content) - [Medication information](https://support.getmoshy.com/moshy-nz/treatment-information?hsLang=en-au#medication-information) - [Script information](https://support.getmoshy.com/moshy-nz/treatment-information?hsLang=en-au#script-information) - [Side effects & results](https://support.getmoshy.com/moshy-nz/treatment-information?hsLang=en-au#side-effects-results) - [Changing my treatment](https://support.getmoshy.com/moshy-nz/treatment-information?hsLang=en-au#changing-my-treatment) - [Directions for use](https://support.getmoshy.com/moshy-nz/treatment-information?hsLang=en-au#directions-for-use) - [Consult Information](https://support.getmoshy.com/moshy-nz/consult-information?hsLang=en-au#main-content) - [Doctor information](https://support.getmoshy.com/moshy-nz/consult-information?hsLang=en-au#doctor-information) - [Appointment information](https://support.getmoshy.com/moshy-nz/consult-information?hsLang=en-au#appointment-information) - [Payments & Refunds](https://support.getmoshy.com/moshy-nz/payments-refunds?hsLang=en-au#main-content) - [Subscription information](https://support.getmoshy.com/moshy-nz/payments-refunds?hsLang=en-au#subscription-information) - [Payment methods](https://support.getmoshy.com/moshy-nz/payments-refunds?hsLang=en-au#payment-methods) - [Refunds](https://support.getmoshy.com/moshy-nz/payments-refunds?hsLang=en-au#refunds) - [Rebates and health insurance](https://support.getmoshy.com/moshy-nz/payments-refunds?hsLang=en-au#rebates-and-health-insurance) - [Orders & Shipping](https://support.getmoshy.com/moshy-nz/orders-shipping?hsLang=en-au#main-content) - [Receiving my order](https://support.getmoshy.com/moshy-nz/orders-shipping?hsLang=en-au#receiving-my-order) - [Tracking my order](https://support.getmoshy.com/moshy-nz/orders-shipping?hsLang=en-au#tracking-my-order) - [Placing my order](https://support.getmoshy.com/moshy-nz/orders-shipping?hsLang=en-au#placing-my-order) - [The other stuff](https://support.getmoshy.com/moshy-nz/the-other-stuff?hsLang=en-au) - [Contacting Moshy](https://support.getmoshy.com/moshy-nz/contacting-moshy?hsLang=en-au) [![image (44)](https://support.getmoshy.com/hs-fs/hubfs/image%20(44).png?width=105&height=40&name=image%20(44).png "image (44)")](https://www.getmoshy.co.nz/) Copyright © 2025, Moshy ```json { "@context" : "http://schema.org", "@type" : "MedicalClinic", "additionalType" : [ "" ], "address" : { "@type" : "PostalAddress", "addressLocality" : "Bondi Beach", "addressRegion" : "NSW", "postalCode" : "2026", "streetAddress" : "1a/164 Campbell Parade" }, "aggregateRating" : { "@type" : "AggregateRating", "bestRating" : "5", "itemreviewed" : "Mosh", "ratingCount" : "65", "ratingValue" : "4.9" }, "description" : "Welcome to Mosh, the first Australian men’s wellness hub that’s totally online and completely tailored to you. 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