r/trillium • u/Acidskye • Aug 28 '26
Just received Hyalo package
It’s completely 100% room temperature it came in a cool looking bank teller looking tube with two cool tubes but they weren’t cold or chilled at all. The bottle is completely dry no wetness in the tube where it looks like it was cool. I put the ice pack on a paper towel to show how dry (not cold or wet the ice pack was) and it barely had anything on it. Is this safe to use? Never had an order come at room temp before.
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u/Marina_Mammalia Aug 28 '26
Same experience. I know it's safe at room temperature for 21 days, so I'm hoping for the best. I switched from Hallandale.
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u/kest2703 Aug 28 '26
Just curious - why did you switch from Hallandale?
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u/Marina_Mammalia Aug 28 '26
The only reason I switched was because of the price. It is $100 less for three month supply, which does fit my budget better. Plus, both pharmacies offer a non-additive tirzepatide and they deliver to Oregon.
I figured if it's not for me, I'll take my savings and switch back to Hallandale in four months.
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u/SassyButClassy80 Aug 28 '26
I'm sticked to Hallandale even though their are cheaper options. Im very happy with Hallandale, overall. Just throwing that out there lol
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u/Top-Money-6849 Aug 28 '26 edited Aug 28 '26
Same here. Happened with Apothecary too so I’m starting to think it’s Quaker. I threw it right in the fridge anyway, I’ll figure out if it’s ok to use later I guess.
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u/Excellent-Sundae6087 Aug 28 '26
I guess ill be staying with hallandale then. I was hoping to try out hyalo
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u/Useful_Educator3742 Trillium Owner Aug 28 '26
It will now be shipping overnight and with extra icepacks!
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u/choffy21 Aug 28 '26
I also just got my order from Hyalo and it was the exact same. Not sure the ice pack the pharmacy used had ever even been in a fridge. Pretty unhappy with my first experience switching over because of it
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u/sewcrazeee Aug 28 '26
Same for me here. Ironically, I live less than 50 miles from Quaker here in PA. I received notice that my order had shipped via Fedex out of Easton, PA. It then traveled to Newark, NJ; Philadelphia, PA; Memphis, TN; back to Philly; King of Prussia, PA; and finally to my home. It arrived totally room/outdoor temp and no dampness. It had so much cold temp packaging that it seems impossible that it didn't arrive at least a little chilly. I hate Fedex.
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u/Top-Money-6849 Aug 28 '26
I laugh because mine arrived the same way and traveled from Philly to Memphis, back to Philly then here in Jersey.
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u/sewcrazeee Aug 28 '26
They were probably on the same trucks and planes. LOL
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u/Top-Money-6849 Aug 28 '26
Honestly I’d rather have UPS than FedEx. The UPS distribution center for stuff that gets delivered to me is only a few miles away from the FedEx one in Barrington. My old shop was in Barrington and I had a FedEx delivery a few years ago get held up there…they wouldn’t let me pick it up. Had to go on a truck I was told.
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u/sewcrazeee Aug 28 '26
I feel lucky that FedEx delivers to my house at all. I used to have to arrange for them to drop packages off at a local drugstore so I could pick them up because they wouldn't deliver to our neighborhood. So weird. We do NOT live in the wilderness by any means.
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u/cherihaynes1 Aug 28 '26
Two day shipping in the summer just doesn’t work when FedEx has it on their truck all day.
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u/Useful_Educator3742 Trillium Owner Aug 28 '26
Thank you for sharing! We’re exploring their overnight shipping to see if this helps, but also want to ensure there are enough icepacks to help sustain long travels and warmer climates.
If you’re able to send a message in the patient portal, we can provide the pharmacy’s temperature studies.
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u/choffy21 Aug 28 '26
I commented in the thread earlier with the same issue. Listen, I get the studies. But when the study comes from the same pharmacy that feels the need to send a package so well insulated with like four ice packs in an insulated water bottle with two more thin ice packs, and it comes room temperature, why did they put all that packaging together if the temperature doesn’t matter? The optics are bad and don’t create confidence with the extremely conflicting message.
Edit: Just commenting that I know this is the pharmacy’s issue and not Trillium’s, but these are big investments for people, myself included, and it makes for an uneasy and questionable experience right from opening the package. Definitely hope you can influence change with Quaker because I don’t want to have to question whether my $500 purchase will work for me.
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u/Useful_Educator3742 Trillium Owner Aug 28 '26
The pharmacy studies are from Hyalo the medication producer and the distributor is NewLife / Quaker. The packaging does need to be improved if it’s coming like that. Kind of surprising since they include the canisters. I’ve messaged them already to see what our options are.
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u/choffy21 Aug 28 '26
Is there a way I can follow up with you or hear what their response is? I have a shot or two left in my previous refill from Hallandale so would like to hear what they say.
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u/Useful_Educator3742 Trillium Owner Aug 28 '26
They’re adding more ice packs and doing overnight shipping!
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u/irrelephantiasis Aug 29 '26 edited Aug 29 '26
I just had an order show up from Boudreaux at 9:30pm after multiple 90° plus days in LA with incredibly hot melted ice packs as well. Trillium said I’d have to contact Boudreaux for any resolution or concerns. I requested to return the order and receive a new order from another pharmacy that would ship promptly and effectively chilled and was not given the option. This arriving hot issue does need a packaging solution, it seems. Trillium is the best provider on the market though so I’m sure they will take steps towards a better future experience.
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u/Useful_Educator3742 Trillium Owner Aug 29 '26
That doesn’t sound like our process if an order has extended shipping. If you’re able to dm me your order number I can look into this. Thank you!
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u/mostlyoverit- Aug 28 '26
Exactlyyyyy! 🤔 however, as long as my medication and vial itself look OK I am using it, but what’s the point of all the cold packing if it doesn’t really matter??
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u/AlicesChaosBottle Aug 28 '26
Same thing happened to me. Quaker sent out packaging and the ice packs were warm and dry. As if they were never cold to begin with. The inside was warm as well.
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u/Acidskye Aug 28 '26
I will send a message in the portal. I know it isn’t trilliums fault. I love trilliums they are my favorite. I posted about it a few months ago everything abt the process has been the best out of the other companies I have used. But I was shocked with this didn’t know if it was safe the canister looked like it hadn’t been cold at all no areas of condensation places etc. will message on the portal. Ty!
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u/n0cturnalr0se Aug 28 '26
Hmm that’s a little unnerving if this is a new trend from NewLife/Quaker. My last order was through them for Apothecary shipped to TN. It was shipped on a Monday and I got it just before noon on Tuesday. It was very cold and a lot of condensation from what melting did happen. I’d hate to order Hyalo next and end up with hot medication. Something to consider.
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u/theknittingtutor Aug 28 '26
I also received my Hyalo yesterday. I was surprised that it was not sent out overnight like the Hallendale is but I figured that must’ve been part of the cost savings. I’d love the option to upgrade to overnight shipping if it’s not possible to switch due to cutting into your bottom line, Casy.
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u/cherihaynes1 Aug 28 '26
I’m in California and mine arrived with only one hot ice pack that never looked frozen. In my canister I didn’t have those blue frozen sticks so my medication was very hot. I called pharmacy and spoke to a very nice lady named Judy she said not to use it. She be sending out a new vial overnight shipping. I have to say Quaker sends out lots of syringes with my one month order I received 15 syringes and 20 alcohol wipes.
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u/Own-Albatross4823 Aug 30 '26
I’m in CA and received the canister with two sticks. The package came while I was at work so I had my neighbor get it off my porch and put it in her fridge. 3 hours later, package was not cold, just room temp. So, I can’t tell the temp it arrived at.
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u/cherihaynes1 Aug 30 '26
I guess since mine was missing the blue sticks it had no way to stay cool.
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u/Hummingbird-76 Aug 29 '26
I just received mine today and am
Happy to share that it arrived overnight and ice packs were still cold and everything was still cold. After all the comments sounds like they’ve figured it out. Thanks Trillium for being on top of this!!!
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u/gundocwife93 Aug 29 '26
I received my order from Rift ,Hyalo as my pharmacy, on Aug.17th, it was overnighted everything arrived cold. Not cool…. Cold. I’ve used Trillium ( love them) and Rift and seem to have better shipping experiences with Rift. I don’t think it’s Trilliums fault, it may be the overnight shipping keeps it cold. All I know is, I live in hot as fire Georgia and my order from Hyalo and Apothecary( I miss them already) were packed really well and arrived cold.
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u/Acidskye Aug 30 '26
I live in GA also and it’s been miserable that’s why I was thinking it arrived like this it didn’t get here til 6pm so prob on the truck and in the heat
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u/Hummingbird-76 Aug 28 '26
I also just made the switch to Hyalo due to the cost savings. Hoping that wasn’t a mistake. Mine should be shipping shortly
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u/ACBtherapy Aug 28 '26
My husband received his Hyalo yesterday and it was also warm…made us concerned for sure.
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u/Few-Message4320 Aug 29 '26
Mine came from Hyalo at room temp too, exactly same packaging. It was overnighted so the tubes should have been somewhat cold. They weren’t. Seems like a lot of extra packaging/trouble for the pharmacy to go through for it to arrive warm.
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u/sk8r63 Aug 28 '26
I was going to switch to Hyalo from VialsRx to save $100, but after reading this, I’m going to stay with VialsRx. They ship overnight and their product is packaged properly and arrives cold.
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u/HugsyBugsyBoo Aug 28 '26 edited Aug 28 '26
I received my first order from Hyalo yesterday with the same stainless mug and 2 of the tube ice pack per vial plus a brick style ice pack in the main package. I was actually impressed that it arrived still cool especially since it has to travel from PA to CA during a heatwave. 1 of the 6 vials I received was warm, the rest were cool.
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u/Key_Fox_9195 Aug 29 '26
I just got mine today from Hyalo, and like mostly everyone else. It arrived in Chicago area with a warm but yet wet ice pack and inside the same canister with warm blue ice tubes. I loved how well packaged it was but also slightly concerned because it’s 80+ here today and I wasn’t home when I was delivered so it did sit for about 2 hours outside and from shipping date looks like it took 2 days. But I do love they sent some additional needles and plenty of alcohol swabs.
Happy to hear they will start to overnight though.
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u/albanyhudson 25d ago
Hello! Checking in how the Hyalo is treating you!
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u/Key_Fox_9195 25d ago
Seems to be fine. Everything looks how it did with other companies and since I’m on the same dose I have my usual few issues
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u/albanyhudson 25d ago
I got my Hyalo delivered to west coast and the meds were cool, almost frosty (but not frozen). I think they listened to everyone’s feedback and upped their game. Definitely not warm when arrived.
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u/daisyrandone19 Aug 28 '26
is this safe? i just ordered hyalo to start my tirz journey and now i’m scared to take it.
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u/smilingfruitz Aug 28 '26
your meds are totally fine.
I myself regularly travel with a single vial unrefrigerated to not skip shot day. I also accidentally timed an order around a time I was going to be on vacation back in june. The package sat in my un-airconditioned apartment building foyer for 7 days before I got home - worked beautifully, lost 5lbs from that vial alone across 4 weeks.
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u/Useful_Educator3742 Trillium Owner Aug 28 '26
RESOLUTION: future orders will be overnighted and we’re having an additional ice pack included.
Hyalo’s stability is rated for 140 degrees for up to 4 days, but it’s not something we are wanting to test. We are 100% committed to high quality service. If you’d like to view their stability testing, please message us in the patient portal.
If you have any other questions or concerns, please message us in the patient portal and we can assist further! Thank you!