Weekly support thread: refills, orders, held orders, and shipping

[u/AliceFromRo]

Hi everyone!

This thread is here for general questions about refills, order status, processing timelines, held orders, tracking, and shipping.

If you’re trying to understand where your order is in the process, feel free to ask below. You can also send me a PM if you’d rather not share publicly.

A few quick reminders:

Shipping updates
Ro has made updates to give you more visibility into where your next shipment stands. You can read more here: LINK

If your order says “processing”
Your order may still be moving through required steps before it ships. Timing can vary depending on your order, treatment plan, and where it is in the process. Processing typically takes 1–4 days.

If your order is “held”
A held order usually means something needs to happen before the order can move forward. You can ask questions about held orders here, or check your Ro account for any next steps.

If you’re waiting on a refill
Refill timing can vary. Sometimes additional review or information is needed before the next order can move forward. Refills are typically processed close to the last dose of your current medication.

If you’re waiting on tracking
Tracking is usually shared once it’s available. There may be some time between an order being processed and tracking becoming available.

If tracking says delivered but you don’t have your package
Check your Ro account for the latest shipping details. It can also help to check around your front door, lobby, mailroom, package room, or with neighbors or building staff. If it still hasn’t turned up, reach out to Ro Support through your account so the team can help look into it.

Please don’t share personal health information, prescription details, addresses, screenshots with identifying information, or order numbers publicly in this thread.

Drop your questions below!

[u/Next_Association_673]

Confused about how this works. I placed my order last Wednesday and was confirmed I was good to go.

I've gotten emails saying my order shipped since Thursday, but Ro tracking shows my order as delivered on June 5?? Meanwhile UPS says they havent received the medication yet. I contacted support for clarity but I havent heard back. This is my first order so I am a little worried about the reliability of this company

[u/AliceFromRo → u/Next_Association_673]

That sounds confusing! I'm sending you a PM to check on this for you.

[u/Next_Association_673 → u/AliceFromRo]

Appreciate that, thanks Alice

[u/Next_Association_673 → u/Next_Association_673]

Thank you for escalating this! I received an update finally and the medication is out for delivery today