Understanding Your Telemedicine Prescription Refill Process
How It Works
Your medication refill process is fully automated.
Refill dates are set by the pharmacy, not by the clinic or your provider.
Because testosterone is a Schedule III controlled substance, it can’t be ordered or refilled on request.
All refills are tracked through a national system called the Prescription Drug Monitoring Program (PDMP), which is shared between pharmacies to ensure safe use and compliance.
How Your Refill Date Is Calculated
The pharmacy determines your refill date based on:
- The delivery date (confirmed by your FedEx tracking number)
- Your prescribed dose
Most pharmacies allow a 10-day grace period for shipping time.
When your refill is due:
- The pharmacy alerts our clinic.
- An invoice is automatically sent to you.
- Once the invoice is paid, the pharmacy ships your refill.
*Patients prescribed 10mL vials will receive 2 separate 5mL vials, and are billed every other refill. You will NOT receive an invoice for the second 5mL vial. The pharmacy will automatically ship your second 5mL vial at the right time based on your prescribed dose.
Estimating TRT Refill Dates
10mL of testosterone cypionate 200mg/mL contains 2,000mg of testosterone.
You can estimate when you’ll need a refill using this formula:
2,000 ÷ your total weekly mg dose = number of weeks your vial lasts
Example:
If your weekly dose is 160mg
→ 2,000 ÷ 160 = 12.5 weeks
→ 12.5 × 7 days = about 87 days of medication
*If calculating for 5mL vials, simply divide this by 2.
Your actual refill date may differ slightly since the pharmacy sets the official date.
If Your Medication Is Damaged or Broken
Damaged When It Arrives
If your vial arrives cracked, leaking, or damaged, please:
- 👉 Contact the pharmacy first. Their customer service email and phone number are listed on your packing slip.
- Send them a short message and photos showing the damage.
- They’ll review your report and notify our clinic on the status of issuing your replacement.
- This is usually resolved within 24 hours.
Accidental Damage After Delivery
If you accidentally break a vial after delivery:
- 👉 Contact the clinic first.
- The pharmacy will ask for a statement and photos of what happened.
Your provider cannot authorize a replacement unless the pharmacy approves it.
Once reviewed, the pharmacy will notify us, and we’ll follow their decision.
Most cases are resolved within one business day.
Please note: You are responsible for any replacement costs.
If Your Medication Is Lost or Stolen
- Contact FedEx – If tracking shows your medication was delivered but you didn’t receive it, check with FedEx first to make sure it wasn’t misdelivered or left elsewhere. If confirmed lost or stolen, File a lost or stolen claim with FedEx.
- File a Police Report – You must file a police report immediately. There are no exceptions — theft of any medication is a serious crime.
- Contact The Pharmacy – The pharmacy is going to require a copy of the police report and the lost or stolen claim# issued by FedEx.
- Notify the Clinic of what has occured.
Once verified, the pharmacy can usually authorize a replacement within 24 hours.
Please note: You are responsible for any replacement costs.
Missing Items
Thoroughly inspect your package immediately upon delivery and read your shipping receipt.
If any contents are missing 👉 Contact the pharmacy – not the clinic.
- Read to your shipping receipt to confirm it was ordered.
- Pharmacies will occasionally mail items separately for a variet of reasons.
- If the item is shown on the receipt, but it it not in the package; Contact the pharmacy.
- 🛑 Contact the clinic ONLY if the item is not listed on the shipping receipt.
BUD and Expiration
USP Compliance Changes Effective November 1, 2025
Florida State Board of Pharmacy’s discretionary period for USP compliance ends November 1, 2025.
⚠️ How This Affects Your Prescriptions:
- Shorter Beyond-Use Dates (BUDs) now required under updated USP guidelines.
- 10mL vials of certain medications are being discontinued Nationwide.
🌡️ Room temperature products: 60-day BUD → Max 30-day supply per order
🧊 Refrigerated products: 90-day BUD → Max 60-day supply per order
💧 MCT oil-based & lyophilized products: 120-day BUD → Max 90-day supply per order
Why a 90-Day Supply Isn’t Allowed for 90-Day BUD
- ⏳ BUD countdown begins at compounding, not delivery.
Typical timeline:
🧪 Quarantine/testing: 5-7 business days
📦 Fulfillment: 1-2 business days
🚚 Transit: 1-2 business days
→ Leaves less than 90 days remaining upon arrival.
Implementation Timeline
Gradual transition already in progress (product by product).
By November 1, 2025, all injectable compounds will reflect shorter BUDs.
Product Availability
There are no changes to formulations or availability at this time.
Important Note: Although Third-party testing establishes longer stability, the USP requires shorter BUDs.
What is a BUD date ?
A beyond use date (BUD) is the date or time after which a compounded sterile preparation (CSP) or compounded nonsterile preparation (CNSP) may not be stored or transported and is calculated from the date or time of compounding.
A BUD is different than an expiration date. When preparing a compounded product or manipulating a commercial product outside of instructions in the package insert (PI), a BUD will need to be assigned. In contrast, an expiration date is established by the manufacturer and derived from the sterility, stability, and analytical chemical studies the manufacturer performs on their products within controlled conditions (eg, regulated temperatures).
A BUD differs from in use time, which starts when a product is opened (eg, a vial is punctured) and lasts until the product is discarded.
Additionally, a BUD is different than the infusion time (“hang time”), which is the administration
time of the drug to a patient.7,8 The infusion time is outside the scope of the United States Pharmacopeial Convention (USP), but the Centers for Disease Control and Prevention (CDC) and Infusion Nurses Society have some guidance on infusion time.