FAQ

• Can I talk to a provider first before I get started?

  We offer asynchronous telehealth through medical intake questionnaires reviewed by licensed providers. Unfortunately, we cannot connect you with a provider before submission.
   

• What is the status of my prescription?

  Once you submit your intake form and you receive the "you're approved" email, it will usually take 4-6 business days for your medication to arrive. You will receive tracking information once it ships.
   

• How can I update my payment information?

  Your subscription payment is managed by Stripe. You can update your payment information directly on their website. There's a link at the bottom of each email we send that allows you to manage your account.
   

• How do I cancel my subscription?

  You can cancel your subscription anytime via your Stripe payment portal. There's a link at the bottom of each email we send that allows you to manage your account.
   

• What should I do if I experience medication side effects?

  Please email [e-mail] and a member of our patient experience team will schedule a time for you to meet with a provider.
   

• How do I get a refund for my treatment?

  Please email [e-mail] and we will escalate refund requests to our patient experience team. Please briefly explain why you are requesting a refund, and you will receive an update once it has been processed.
   

• How do I access my medical records?

  WellSync does not have access to your personal medical information.
   

• What should I do if my prescription is delayed?

  Please note it may take up to 10 business days to receive your medication after you submit your intake form. If it is after 10 business days, please email [e-mail] with your information and our patient experience team will check the status of your order.
   

• What if I have additional questions about my care?

  Please email [e-mail] and our patient experience team will escalate to our clinical team if appropriate.
   

• How can I reach my pharmacy directly?

  You do not need to contact the pharmacy directly. Email [e-mail] and you will be connected with our patient experience team who can look into your pharmacy questions for you.
   

• Is there a patient portal I can log into?

  Our medical weight loss patients currently don't have a portal. We're working on implementing one. Thank you for your patience.
   

• What is my dosage?

  If you're new to medical weight loss, you will start at the lowest dosage and increase gradually (0.25mg weekly for Semaglutide, and 2.5mg weekly for Tirzepatide). If you're on a current prescription, you can upload it and the provider will try to give you that dose. If you are refilling, you can request an increase or decrease in your dosage during the refill process.
   

• I was disqualified after paying.

  We aim to disqualify during the intake process the best we can. A provider reviewed your intake form, and deemed this medication not eligible based on your medical history or answers to your questions. Your safety is our priority. A refund has been processed.
   

• Do you accept insurance?

  We don't accept insurance. We strive to offer competitive pricing to ensure affordability for all patients.
   

• Can I pay with my HSA card?

  You are encouraged to consult your FSA/HSA administrator or insurance carrier for specific rules and regulations.
   

• Can you send me a copy of my prescription?

  We can request this from your provider. Email your information to [e-mail] and our team will email it to you.
   

• Can you provide details on the weight loss program, including dosage and costs?

  The program is billed every 28 days. The monthly cost is on our website next to the medication selected​​. Patients typically start at a lower dosage to allow their bodies to adjust to the medication gradually. Refill forms are sent via email on day 28 to check on symptoms and request adjustments to dose.
   

• Can I continue my regular dosage from my previous provider?

  Yes, you can upload your current prescription to your intake form, and the provider will keep you on a similar dose unless there's something in your intake form that they do not feel comfortable doing so. When uploading your current prescription, please include the date, medication name and dose. They will contact you if they have concerns.
   

• Can I complete an assessment questionnaire on behalf of someone else?

  At this time, the assessment questionnaire can only be completed by the person seeking care.
   

• What does asynchronous care mean?

  Asynchronous telehealth allows you to receive care without live interaction with clinicians. First, you complete an Electronic Medical Record (EMR) provided intake questionnaire to fill out at your convenience. Then, the medical provider reviews your submissions and responds accordingly to enable flexible, timely treatment with medication shipped directly to you.
   

• How does my prescription get to the pharmacy?

  Your provider will submit your prescription directly to the pharmacy electronically. The pharmacy then takes over to fill your prescription in preparation for shipping to your provided shipping address.
   

• How much do I draw up?

  Follow the dosage instructions provided by your medical provider, which are given in "units." A unit corresponds to the markings on your syringe. Your package should include 100U syringes labeled in 10-unit increments. For example, if your instructions say "Inject 10 units," draw up to the "10" mark on the syringe.
   

• Where is my shipment information?

  Once the pharmacy ships your prescription, you will receive an email notification that your medication has been shipped along with tracking information.
   

• Is your service available nationwide?

  We service all the US besides Alabama, Mississippi, DC, and Puerto Rico due to their state laws.