If your order has been marked shipped: you were sent an email from us containing tracking information. You can use this information to track your order within the USPS system.
If the USPS status is:
- "Pre-shipment" - this status indicates that a Postal Service employee has accepted the package at a Post Office and/or that the carrier has picked up the item already from the pharmacy.
- "USPS awaiting item" - this means that the pharmacy may still be processing the order or USPS has not scanned in the package yet. Please allow 2-5 days for the pharmacy to process the order and 48 additional hours for USPS to scan it in.
If your order hasn't shipped yet: this may be due to a delay at the pharmacy or incomplete order information. Review your prescription status on musely.com/treatment
If your package has been marked as delivered but is still missing: Sometimes carriers will accidentally mark the package as delivered, but they show up in a few days. If the USPS tracker displays your package as delivered but you did not receive it, please follow these steps:
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Confirm that the delivery address you entered is correct by going to the My Treatments page, selecting to manage the relevant prescription, and scrolling down to the shipping address listed.
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Check with your neighbor(s), building manager, or front desk that might have accepted the package on your behalf.
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Contact your local USPS branch to see if the package has actually been delivered. Be sure to have your USPS tracking number available.
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Wait 3-5 business days for the package to arrive.
If your package is marked delivered, but it is 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.