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Delivery Update: Notice from UPS

Mar 26, 2020

Delivery Update: Notice from UPS
We received the notice below regarding a change in the UPS delivery guarantee and we wanted to be sure our patients, and anyone else who depends on their medications being shipped to them, were made aware of the change.
Fedex is mentioned in the advisory, making the assumption that they are/will be affected as well, but we have not yet had any official notice from FedEx.
In addition, pharmacies are experiencing very high demand, including allocating resources to compounding ascorbic acid, hydroxychloroquine and hand sanitizer to combat COVID-19.
Please plan your refills accordingly. 
Defy has extended the refill windows so that our patients can not only order refills 4 weeks early, but also order a 6-month supply including testosterone until further notice. 
In addition, we are temporarily allowing patients to refill prescriptions even if their labs and physical exam are past due (up to 3 months) or due to expire soon. (LabCorp has implemented a number of programs to minimize the time spent in their facilities, but we understand some patients may be reluctant or unable to go at this time.)
You can place your order at or contact us at [email protected] or 813-445-7342.
We are committed to serving you however we can through these uncertain times. 
Thank you again for choosing Defy Medical
P.S. We understand many HRT patients may be looking to transfer care from a brick-and-mortar practice to one that offers telemedicine for HRT.  We are accepting new patients. If you are interested in transferring your care, speak with a Patient Advocate today. 

Read the UPS Message Below (Edited for Clarity) 


Please read the latest advisory below from UPS. Effective 3/24/2020, UPS will not guarantee any of their service delivery times for any level chosen (Overnight through Ground). Please keep this in mind as you order Cold/Frozen products. Unfortunately since this is a UPS issue we cannot offer any refunds or replacements due to a UPS delay. We appreciate your understanding in this continuously changing environment.

How you can help!
  1. Please verify the address that the order is going to
  2. Try to ship to a location that someone will be available to receive personally as UPS will not be accepting signatures in order to avoid physical contact
  3. It may be necessary to adjust your [ordering] habits as it relates to cold products

Although we have not heard officially, it would be a good idea to believe the same holds true for FEDEX.

UPS Service Guarantee - United States

Impact of the Coronavirus on our Service Guarantee
Within the U.S., UPS is designated among the government's critical infrastructure and, therefore, continues to operate. The Novel Coronavirus pandemic has created unprecedented complexities, which have required us to constantly reassess our operations. Our highest priority is to help ensure the health and safety of our employees, customers, and suppliers.

Suspension of Service Guarantee
Effective March 24, 2020 and until further notice, the UPS Service Guarantee is suspended for all U.S. origin shipments (U.S. Domestic and International) at any service level. As the effects of the Coronavirus impact our infrastructure, we will continue to seek guidance from local, state, and national government entities to ensure that we fully align with their regulations while continuing to meet the service levels you have come to expect. We are committed to continue operating globally except where constrained by government restrictions.

Prior to shipping, please check to see if the recipient's location is open, since business opening hours may have changed due to local restrictions. If the location is closed, we will attempt to complete the delivery of your package on the next available business day. Please continue to visit this site for the most up-to-date information regarding the impact of Coronavirus on UPS services.

For your convenience, The UPS Store and UPS Access Point locations all provide access to your vital deliveries. Where available, you can sign up for free UPS My Choice which enables you to provide more specific delivery instructions such as where to leave deliveries, or redirect deliveries to another location, and also provides you with the ability to receive delivery notifications.

Signature Suspension Notification
To help promote the safety of our employees and customers, UPS signature guidelines are being temporarily adjusted for all shipments within the United States, with the exception of Adult Signature Required (ASR) shipments. Our goal is to minimize physical interactions and, therefore, customers may be asked to verify a recipient's identity in a manner in lieu of a physical signature.

Service guarantees are subject to change. For further details, see the UPS Tariff/Terms and Conditions.

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Patient Update: Defy Medical Services