Why haven't I received my order yet?

Sorry your order hasn’t arrived yet! If you’re already a few orders into your Moshy subscription, here are the most common reasons an order might be held up this time around 👇

Have you changed treatments recently?
If you’ve requested (or been recommended) a change in treatment, we treat your next order like a first order, so there are a few things to tick off before the pharmacy can send it. See Why haven’t I received my order yet? (It’s my first order) for what’s needed.

Do you need to complete a renewal check-in?
Each script has a set number of repeats. Once they run out, your practitioner needs you to complete a quick check-in before they can issue a new one. We’ll send you an email and/or SMS when it’s due, and you can complete your check-in here.

If your check-in isn’t done by your billing date, you’ll still be charged as usual, and your order will be on hold until you’ve completed it and your practitioner has issued your new script. To avoid any delays, complete it as soon as you get our reminder.

Your practitioner may also ask for a phone or video consult at this stage, for example if it’s been more than 12 months since your last one. See How do I renew my prescription? for more.

Have you moved or changed your contact details?
Check your details under Address Info in your Moshy portal. 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 payment doesn’t go through, for example if your card has expired or there were insufficient funds. Check your payment history and card details under Payment Info in your Moshy portal.

Has your order shipped?
Once your order is on its way, you’ll get your tracking details by email and SMS. You can also track it in the Moshy app, available on the App Store and Google Play. If none of the above apply and you haven’t had any tracking details, let us know and we’ll look into it 📦

Still have a question? Here’s how to reach our team 💜