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Common Questions

Frequently Asked Questions

Find quick answers to our most common questions.

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What is the return and refund policy?

Once an order has been processed by the pharmacy, it cannot be changed, returned or refunded. If your order arrives damaged, contact us at customercare@braverx.com within 7 days of delivery — a photo helps — and we'll make it right with a replacement, credit, or refund. If you'd rather stop an upcoming refill, that's a cancellation rather than a refund: let us know at least 72 hours before your processing date. Our full policy is on the Returns & Refunds page.

My order arrived damaged. What do I do?

We're sorry. Email customercare@braverx.com within 7 days of receiving the product — a photo of the damage sent with your first message is what resolves these fastest. We'll arrange a replacement, credit, or refund.

How do I update my payment information?

To update your payment details, log in to your Patient Portal. Once inside, select “Edit Profile” to access your account settings. You can review and update your payment information, as well as check your past orders and order status. For your security, never send card numbers by email or chat — the portal is the only place to enter them.

My payment was declined. What happened?

Usually your bank blocked the charge rather than anything being wrong with your account. Two things fix it: update your card in the Patient Portal under “Edit Profile,” and call your bank to authorize charges from BraveRX — banks often flag unfamiliar transactions the first time. Once either is done, reply to us and we'll retry the payment.

I see a pending charge but my order hasn't been approved yet.

That's an authorization, not a charge. When you check out, your card is authorized so we know the payment will go through — but it is only actually charged once a licensed physician approves your prescription. If your prescription isn't approved, the authorization is released and nothing is taken. Depending on your bank, a released authorization can take a few days to disappear from your statement.

Still Need Help?

We're here for you.

Our support team is ready to help with any questions about your order, your account, or your treatment.

  • Live Chat

    Chat with our support team Monday-Sunday, 9am—7pm ET

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  • Phone Support

    Monday-Sunday, 9am—7pm ET

    1 (833) 659-4576

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  • Email Us

    We typically respond within 1 business day

    support@braverx.com

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Support hours are Monday-Sunday, 9am—7pm ET. For anything about your dosage, side effects, or other medications, we'll route your question to a licensed provider — support staff can't give medical advice. If you think you're having a medical emergency, call 911.