What if my package is lost, stolen, or I need to change the address?

Once your order has shipped, Belle can't change the delivery location or timing, or put a hold on your package. Here's what to do.

If you need to update your shipping address before your order is placed, you can do it in your patient portal.

Change your shipping address before your order ships

Sign in to your patient portal.
Click your initials in the top right.
Select Account.
On the Profile tab, find Shipping address and select Edit.
Enter your new address and select Save address.

Need to change your delivery?

Please don't change your delivery date or address directly with the carrier. Your medication is temperature-sensitive, and carrier-side changes can cause delivery delays or other problems that affect it.

If you make a change with the carrier and it causes a problem, you'd be responsible for the cost of a replacement.

If you need help with your delivery, send us a note in Messages and we'll look into it with you.

Orders can't be rerouted to Walgreens or similar pickup locations. You can, however, update your shipping address to a pickup location if the order hasn't been processed yet.

Why can't Belle make these changes?

The pharmacy is the shipper and you're the recipient. Belle isn't listed as either party on the shipment, so we don't have access to change any shipping details.

If your package was misdelivered

If your package shows as "attempted delivery" but no delivery was made, or it was delivered to the wrong address, here's what to do.

If tracking shows a delivery photo of your correct address:

Check with neighbors and housemates in case someone brought the package inside for you.
If you believe it was stolen, file a police report. We need a police report before we can help with a stolen package.

If there's no delivery photo, or the photo isn't of your house: message us in Messages right away. We'll verify that the address on your account was correct before your order was placed.

My package says delivered but I don't have it

Carriers sometimes mark a package delivered 1 to 2 days before it actually arrives.

Wait 1 to 2 days, since it may still be on its way.
Check for a delivery photo in your tracking details. If it shows your correct address, check with neighbors and housemates, and file a police report if you believe it was stolen.
If there's no photo, or the photo isn't of your house, message us in Messages right away.

Why is my order delayed?

Common causes:

High pharmacy volume
Weather or carrier delays
An incorrect address or a payment problem on the order
Medication backorders
Orders placed on hold and later released for fulfillment

If your order is delayed, message us and we'll check the status for you. You can also follow it yourself: see How to track your order and what each status means.

Does someone need to sign for delivery?

No. A signature isn't required for delivery, so your package can be left without anyone home.

Need help? Send us a note in Messages in your patient portal.

Need to change your delivery?

If you make a change with the carrier and it causes a problem, you'd be responsible for the cost of a replacement.

If you need help with your delivery, send us a note in Messages and we'll look into it with you.

Orders can't be rerouted to Walgreens or similar pickup locations. You can, however, update your shipping address to a pickup location if the order hasn't been processed yet.

If your package was misdelivered

If your package shows as "attempted delivery" but no delivery was made, or it was delivered to the wrong address, here's what to do.

If tracking shows a delivery photo of your correct address:

Check with neighbors and housemates in case someone brought the package inside for you.

If you believe it was stolen, file a police report. We need a police report before we can help with a stolen package.

If there's no delivery photo, or the photo isn't of your house: message us in Messages right away. We'll verify that the address on your account was correct before your order was placed.

My package says delivered but I don't have it

Carriers sometimes mark a package delivered 1 to 2 days before it actually arrives.

Wait 1 to 2 days, since it may still be on its way.

Check for a delivery photo in your tracking details. If it shows your correct address, check with neighbors and housemates, and file a police report if you believe it was stolen.

If there's no photo, or the photo isn't of your house, message us in Messages right away.

Why is my order delayed?

Common causes:

High pharmacy volume

Weather or carrier delays

An incorrect address or a payment problem on the order

Medication backorders

Orders placed on hold and later released for fulfillment

If your order is delayed, message us and we'll check the status for you. You can also follow it yourself: see How to track your order and what each status means.