What does my order status mean?
Our Order Lookup tool shows various order statuses for different parts of the ordering and shipping process. Each status is listed below along with a brief explanation.
Order Processing with No Shippable Products
Orders with this status are still being reviewed by Defy Medical staff. These types of orders do not include items to ship and are typically lab tests, consultations, and other services not related to medication.
Once the review process is complete, you will be invoiced for the order, and then Defy Medical will contact you with next steps if necessary (to schedule a consultation for example).
Order Placed With No Shippable Products
This status means your order has been charged to the payment on file, but it does not contain any items to ship.
For these orders, there is no tracking information, and Patient Services will reach out to you for next steps if necessary.
Order Processing with Shippable Products
Orders within this status are still being reviewed by Defy Medical staff. Once the review process is complete, you will be charged for the order, and then the order will be sent to the pharmacy.
You don’t need to take any action while your order is processing, but you can check back periodically to see when it moves forward in the process.
Order Has Been Invoiced and is Being Processed by the Pharmacy
Orders in this status have been reviewed by Defy Medical, charged to the payment on file, and sent to the pharmacy.
The pharmacy has its own processing time, and then the order will be shipped and tracking information will be provided. This process can take several days, and you can check for updates at any time.
Order Placed and Shipped
This status means you’ve placed an order with shippable products, and your order has shipped. The pharmacy will send tracking information, usually within 24 hours of the order shipping.
Order Canceled
This update shows that your order has been canceled. Typically, orders are canceled by the patient.
In the rare event that you receive this status update but did not cancel your order, contact us at [email protected].
Order on Hold
It’s possible for your order to be placed on hold. The reasons for this include payment error, a medication order that falls outside of your care plan, and other issues.
Defy Medical will contact you to fix these issues so your order can move forward.
Order Not Found
If you receive this status, it means no order was found matching the information submitted to the form. Check that you entered the information correctly and try again.