---
title: Why haven't I received my order yet? (It's my first order)
description: If this is your first ever order with Moshy, or your first order of a particular treatment type, there are a few common reasons why your order might be 'stuck'.
---

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# Why haven't I received my order yet? (It's my first order)

## If this is your first ever order with Moshy, or your first order of a particular treatment type, there are a few common reasons why your order might be 'stuck'.

Firstly, we’re sorry to hear that you haven’t received your order yet. We know how hard it can be to get started, and now you've taken that first step, we don't want to keep you waiting!

We do everything possible on our end to try to ensure your order is delivered promptly. However, here are some common reasons your order might be stuck! 

- ***Have you completed your consents?*** Anytime you receive a new prescription (this occurs at your first purchase, and after any change in treatment), you must accept your treatment plan and complete your consents. This tells the prescribing practitioner that you have read and understood their advice to you. For safety and good clinical care, we need this completed before we can send the script to a pharmacy. You can complete your consents via the **Dashboard** tab in your [Moshy Portal](https://app.getmoshy.com.au/notifications).
- ***Have you had a phone or video consult with a practitioner to go over your recommended treatment plan?*** This is now required for all new patients as of 1 September 2023. If you have not done this and are free to chat, please contact support via hello@getmosh.com or fill out the form below and we can schedule and fastrack you.
- ***Have you provided full and correct contact details and address?*** Check your information is correct in "**Address Info**" in your [User Portal](https://app.getmoshy.com.au/profiles). We’ll need these to update you of anything that we’re missing from you, as well as to ensure you get your delivery to the correct place.
- ***Have you completed payment in full?*** Sometimes your card might be declined due to, e.g. insufficient funds. Check your payment history and make sure your card information is correct in "**Payment Info**" in your [User Portal](https://app.getmoshy.com.au/profiles).
- ***Does your order require compounding?*** In certain circumstances, a pharmacy may compound a tailored medication for you, if your doctor has considered this appropriate and you have consented to such treatment. Compounding pharmacies undertake stringent testing protocols in particular for cold storage and sterile treatments prior to dispatching your treatment, which may result in a delay of up to 7 days before the treatment can be sent for delivery. We understand this is frustrating but we consider it to be an important part of upholding patient safety and quality control.
- ***Is there an issue with your tracking?*** If none of the above apply to you, but you haven't received a notification via email or SMS about your tracking details, let us know with this form. Select "Where is my order" in the drop-down menu.

Check out [How it works](https://support.getMoshy.com.au/Moshy/how-it-works) for more information on the steps required.

If you’ve completed all of the above, and it’s been over 3 days since you completed all of these actions, please reach out to us at hello@getmosh.com.

- [About Moshy](https://support.getmoshy.com/moshy/about-moshy?hsLang=en)
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    - [Changing / cancelling my subscription](https://support.getmoshy.com/moshy/managing-your-subscription?hsLang=en#changing-cancelling-my-subscription)
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    - [Side effects & results](https://support.getmoshy.com/moshy/treatment-information?hsLang=en#side-effects-results)
    - [Changing my treatment](https://support.getmoshy.com/moshy/treatment-information?hsLang=en#changing-my-treatment)
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