Why is my order on hold?

If your order is paid but hasn't shipped, it's waiting on your medical document. We can only ship once a current document is approved, so we hold your order until then. Your account shows which stage you've reached:

• Getting a new document: a licensed practitioner is reviewing your file. This usually takes about two business days.
• Transferring a document: we're waiting for your current producer to send it to us. If you haven't already, contact them and ask them to transfer your medical document to us. See "My transfer is taking a while. What can I do?"
• Approved: your order moves straight to fulfilment, and we email you tracking when it ships.

If your document is approved and your order still hasn't moved, email [email protected] with your order number.