Shipping Policy
We are proud to offer all of our patient’s free shipping on all Musely FaceRx orders! After your initial order is placed, your prescription will be written by one of our Board-Certified Dermatologists, if approved! Your prescription is then immediately sent to the pharmacy to be freshly compounded. Typically, the pharmacy will process your order within 2-5 business days before it is collected by USPS for shipment. Once shipped, you will receive a shipping confirmation email containing your USPS tracking information.
All subsequent refills for your prescribed treatment(s) will be filled on the refill dates that you manage within your Musely account. Kindly note that it is the patient’s responsibility to manage refill dates and Auto-Refill in their account.
Auto-Refill Shipping
If Auto-Refill is on for your treatment, your refill orders will be automatically charged and processed for shipment according to your refill schedule. Most treatments are automatically refilled every 2 months, with a few exceptions which can be found here: Auto-Refill Schedule for each Musely treatment. Please check your treatment plan to see when your next refill is scheduled! You can easily adjust your refill dates on the My Treatments page at any time.
Please note: You will receive a reminder email 5 days prior to your next refill date, which allows you time to adjust your refill date or cancel your order, if needed. You will also receive another confirmation email with an order number on the date your refill order is placed. Once your refill is shipped from the pharmacy, your order cannot be changed, canceled, or refunded. Learn more.
Returns, Refunds, and Exchanges
The Consumer Protection Federal Law prohibits the return of all prescription medication. This ensures that your medication has been maintained properly and has not been tampered with. All sales are final once shipped from the pharmacy. As such, Musely is prohibited from accepting returns, providing exchanges, or issuing refunds for FaceRx treatments outside of our 60 Day Results Guarantee for qualifying treatments. Please read the full policy here!
Do you ship outside of the United States?
Musely FaceRx is only available for purchase within the United States, including Washington D.C. Unfortunately, we are currently not available in other U.S. territories or countries.
How do I check the status of my order?
Once your order has shipped, you will receive an email notification with tracking information for each treatment. Please allow up to 72 hours for the tracking information to update.
What if I have a problem with my shipment?
If your package is marked as delivered, but it appears to be missing/lost/stolen, please contact us within 14 days of the marked delivery date. If your package is lost in transit, please contact us within 30 days of the shipped date and we will look into it right away for you!
Do you ship to APO addresses?
We do not ship to APOs, FPOs or DPOs at this time.
Can I pick-up the order from my local pharmacy?
Musely FaceRx uses select partner compounding pharmacies located in New Jersey, Utah, and Georgia to process and fill treatments. All orders are shipped directly to the address you have provided and confirmed within your Musely account, so that you don’t have to wait in any pharmacy lines! If you need to change your shipping address, you can follow the instructions outlined here. Please ensure any address changes are done prior to your refill order date(s); as the address change will only affect new and future orders.