We’re here to help clarify when cancellations are possible and what options you have.
Refill orders
Once a refill order is placed, it is immediately sent to the pharmacy to begin preparation. Because of this, refill orders cannot be canceled or refunded after they are placed.
This helps ensure there are no delays in getting your treatment to you as quickly as possible.
Initial (first-time) orders
For new treatments, you can cancel your initial order only before your doctor signs the prescription.
Once the prescription has been reviewed and signed by the doctor, the order is sent directly to the pharmacy and can no longer be canceled.
On the Musely website or app, go to the My Account page:
- Click on My Treatments
- Click Manage Treatment
- Click Cancel or Cancel Current Order
- Select the reason for cancellation
- Confirm cancellation
Important reminders
Orders cannot be canceled, returned, or refunded once they move into pharmacy preparation or shipment.
Turning off Auto-Refill does not cancel an order that is already processing.
Each treatment must be managed individually if you want to adjust refill timing or Auto-Refill settings.
Need help?
If you’re unsure about your order status or need assistance managing future refills, our Support Team is happy to help review your options.