More questions we hear

Answers our care team keeps updated as new questions come up.

How do I contact customer service?

You can reach our customer experience team by email at customer-experience@ccrxpharm.com, or by phone at (407) 326-0424. Our hours are Monday through Friday, 9am to 5pm Eastern.

Calls go to voicemail rather than a hold queue, so you will never wait on hold. Leave your name, your number, and a short message, and a member of our team will call you back on the next business day. You do not need to include any medical details in your message.

If you would rather we reach out to you first, ask me for a callback and I will pass your number to the team along with what you need. That way you do not have to repeat yourself.

For a medical emergency or a reaction to a medication, do not wait for us. Seek medical attention right away.

IT: changing the email on my account

You can do this yourself on your Account page. You will need your current password, and we send a confirmation link to the new address that you have to click before the change takes effect, which is what keeps someone else from moving your login. If you do not remember your password, use the Forgot password link on the sign-in page first.

IT: my consult link never arrived

You can send that to yourself right now. Open your order on the Orders page and use the button to start your consult; it generates a fresh link and takes you straight there. If the button is not there or it will not start, tell me and I will get a person on it.

Do you ship to Puerto Rico?

We are not able to ship to Puerto Rico at this time. Our partner pharmacies ship only to the US states they are licensed in; you can see whether your products are available for your address at checkout.

How do I dispose of used syringes and vials?

Place used syringes and needles in a rigid, puncture-resistant container with a lid, such as a sharps container from any pharmacy or a heavy plastic laundry-detergent bottle, and follow your local rules for sharps disposal once it is sealed. Empty glass vials can go in your regular household trash. Never place loose needles in the trash or recycling.

Can I get a Letter of Medical Necessity for HSA or FSA?

We are not able to provide a Letter of Medical Necessity: these wellness therapies are not classified as medically necessary treatments. We can provide an itemized receipt with your prescription details, which many HSA and FSA administrators accept for compounded prescription medications. Check with your plan administrator on what they require.

Do you offer a discount for signing up with a partner or friend?

We do not currently offer a multi-person or couples discount. Each person completes their own membership and consultation, since every prescription is individually reviewed by the provider team.

Will the hold on my card be released if my order is not approved?

Yes. When you place an order we hold the amount on your card, and we only capture the payment once your consult is approved. If a product is not approved, the hold is released and you are not charged for that medication. Depending on your bank, a released hold can take a few business days to disappear from your statement.

Why am I on automatic refills?

Your membership is a monthly program: it includes a fill each month for the initial three-month term, so months two and three prepare and bill automatically, with a reminder email before each charge. That is what powers the automatic refills on your account. If you would rather not continue, you can cancel your membership any time at /account and the remaining fills and charges stop.

When will I be charged each month?

Your card is charged shortly before each monthly fill ships, never far ahead of your medication: billing cycles follow the actual ship date of your previous fill, so if a shipment runs late, your next charge moves back with it. Each membership bills once per month. If you have more than one membership, their charges land together on the same day, which can look like a double charge but is one charge per program. Your initial term is three months, and you get a reminder email before each billing. If a charge still looks wrong, ask us and we will have the team review it.

What happens if a product on my consult is not approved?

Approval decisions are made by the provider team after reviewing your consult, and our care team completes an additional review of every request that is not approved before anything is final. If a product is not approved, that order is cancelled and nothing ships, any hold on your card is released, and a payment that was already collected for the medication is refunded. Our team then follows up with you by email about the outcome. The specific reasons for a decision stay between you and the care team, and if you have questions or believe something was missed, reach out and the team will walk through it with you.

How do I cancel my account or subscription?

You can cancel or change a membership any time from your account page at /account, and you will receive an email confirmation. Cancelling stops your remaining monthly fills and their charges. If you decide to restart treatment later, you will need to purchase a new membership and complete a new medical consultation before medication ships again. If you also need to cancel an order that was already placed but has not shipped, let us know right away and the team will try to stop it before it leaves the pharmacy.

What is your refund policy?

Due to the nature of compounded medications, we are unable to accept returns once the medication has shipped. If there is an issue with your order (damage, incorrect product, quality concern), please contact us within 48 hours and we will work to resolve it promptly. If a consult decision means a product cannot ship, the payment for that medication is refunded and any card hold is released. The consult fee itself is not refunded once your consult has taken place, but it converts to a matching credit toward a future order.

My medication is close to expiring. Can I still use it?

The expiration for your medication is the beyond-use date (BUD) printed on the vial label. Opening the vial or drawing your first dose does not shorten it; the printed date still applies as long as you store the medication as the label directs. If your medication is past its beyond-use date, do not use it, and reach out so our team can review replacement options with you.

How do I refill my prescription?

You do not need to do anything. Refills in your membership process automatically: your next fill ships about 30 days after your previous one shipped, arriving during the final week of your current supply. We bill about a week before the next fill ships, and you get a reminder email about a week before we bill, so you always hear from us before anything happens. You can see upcoming refills any time on your orders page at /orders.

What is semaglutide / tirzepatide?

Semaglutide and tirzepatide are GLP-1 receptor agonists used for weight management under the supervision of a licensed clinician. Our compounded versions are prepared in a sterile compounding facility and can be customized in dosage. Depending on the dispensing pharmacy, they may be combined with L-carnitine or a B-vitamin (B12 with semaglutide, B3 with tirzepatide).

Why did I receive NAD+ instead of Nano NAD?

Occasionally a fill ships as standard NAD+ rather than Nano NAD because of short-term product availability at the pharmacy. When that happens it applies to that fill only, and your next dispense returns to the Nano NAD formulation as originally ordered. If you have concerns about a substitution on your order, let us know and we will connect you with the team.

How do GLP-1 medications compare to NAD+?

This is general information only, not a recommendation for your treatment plan. GLP-1 medications, such as semaglutide and tirzepatide, are primarily used for weight management and blood sugar control. Research shows they can support significant weight loss and improvements in metabolic markers like A1C, blood pressure, and cholesterol. NAD+ supports cellular energy production and is most often discussed for anti-aging, fatigue, and cognitive support, including mental clarity. The two work in very different ways and are typically used for different goals. Which one may be suitable for you depends on your individual health goals and history, so the best next step is a conversation with your provider team. Ask us any time and we will help set that up.

Do you offer expedited or overnight shipping?

We do not offer an expedited or overnight option today. Once your prescription is approved, orders typically ship from the pharmacy within 3 business days, and most deliveries arrive within 1 to 3 business days after shipment. Tracking arrives by email directly from the carrier, usually FedEx, once your order ships.

Why has my order not shipped yet?

After your consult is approved, your prescription goes to one of our partner pharmacies to be prepared, and your order shows as in preparation during that stage. Orders typically ship within 3 business days of approval, and weekends or holiday weeks can add a day or two. When it ships you will get a tracking email directly from the carrier, usually FedEx, with no Crystal Clear branding, so search your inbox and spam folder for "FedEx". If your order has been in preparation longer than 3 business days, ask us to flag it and our team will check on it with the pharmacy.

Can I update my shipping address or contact info?

Yes. You can update your shipping address, name, phone, or email any time on your account page at /account. If an order is already in progress and needs the new address, contact our team right away and we will do our best to update it before it ships.

How long does it take to receive my medication?

Once your prescription is approved, orders typically ship from the pharmacy within 3 business days. Weekends and holiday weeks can add a day or two. Most deliveries then arrive within 1 to 3 business days of shipment, depending on your location. When your order ships you will receive a tracking email directly from the carrier, usually FedEx, with no Crystal Clear branding, so search your inbox and spam folder for "FedEx".

How do you protect my personal health information?

We take your privacy seriously. All personal health information is handled in accordance with HIPAA regulations. Our systems use encryption and secure protocols, and only authorized personnel have access to your records.

Can I get a receipt for HSA/FSA reimbursement?

Yes. Compounded prescription medications are generally eligible for HSA/FSA funds. We can provide an itemized receipt that includes your prescription details for reimbursement purposes.

Can I see the Certificate of Analysis for my medication?

Yes. We maintain COAs for every batch produced. You can request a copy through our customer service team, and we will provide it promptly.

What if I experience side effects?

If you experience a severe or immediate reaction, call 911 and seek emergency medical attention immediately. For any non-significant or mild side effects, please request to speak with a clinician from our clinical team.

How do I know my medication is safe?

Every medication is prepared under USP-compliant sterile conditions and undergoes pharmacist review and quality assurance processes. Each prescription is dispensed pursuant to a licensed clinician's order and supported by lot-level Certificates of Analysis (COAs). We also conduct validated stability testing to help ensure quality and potency.

How should I store my medication?

Most of our compounded injectables should be stored in the refrigerator (36 to 46 degrees F) and kept away from direct sunlight. Specific storage instructions are included with every shipment. If you have questions, our team is always available to help.

Are your medications FDA-approved?

Our medications are dispensed by our 503A partner pharmacy pursuant to a licensed clinician's prescription. The pharmacy follows applicable federal and state regulations, USP standards, and strict quality, potency, and sterility requirements to help ensure patient safety.

What types of medications do you compound?

We specialize in GLP-1 weight loss medications (Semaglutide, Tirzepatide), peptide therapies (Glutathione, Sermorelin, and more), our exclusive NANO NAD+ formulations, and other injectable medications. All are compounded to your prescriber's exact specifications.

Is there a shipping fee?

Shipping is included with your order. There are no additional charges for shipping or supplies.

Do you ship internationally?

At this time, we only ship within the United States. We are currently licensed to ship to 47 states.

What payment methods do you accept?

We accept all major credit and debit cards. For membership-based services, payment is collected upon the clinical consultation completion and prior to the start of any new membership enrollment.

Do you accept insurance?

Compounded medications are typically not covered by insurance, as they are custom-prepared. However, we strive to make our pricing competitive and transparent. We can provide receipts and documentation if you wish to submit to your insurance for potential reimbursement. We also accept HSA/FSA cards as a form of payment.

What is NANO NAD+?

NANO NAD+ is a specialized form of NAD+, a natural substance found in the body that helps cells produce energy and support overall wellness. Our nano-formulated version is designed to help your body absorb and utilize NAD+ more effectively than traditional NAD+ products.

How are medications shipped?

All medications are shipped via cold-chain carriers in temperature-controlled packaging to maintain potency and safety. You will receive end-to-end tracking information so you can monitor your shipment from our facility to your door.

Can my existing doctor send a prescription to Crystal Clear RX?

Yes! Any licensed prescriber (MD, DO, NP, or PA) can send a prescription to our pharmacy. They can fax, e-prescribe, or call it in. We're happy to help coordinate with your provider's office.

Do I need a prescription to order?

Yes. All compounded medications require a valid prescription from a licensed healthcare provider. If you don't have a prescriber, we can connect you with a licensed clinician through our telehealth consultation process.

What states do you serve?

Our 503A partner pharmacy is licensed and able to ship medications in 47 states. If you have questions about availability in your specific state, please contact us and we'll be happy to confirm whether service is available in your area.

What makes Crystal Clear RX different from other pharmacies?

Crystal Clear RX specializes in precision-compounded medicine through our 503A FDA-registered compounding partner. Every prescription is reviewed by a board-certified physician, prepared under USP-compliant sterile conditions, and shipped cold-chain directly to your door. We also offer exclusive formulations like our NANO NAD+ that you won't find elsewhere.