Your Guide to Managing Orders with Eden from Dosage to Delivery
At Eden, we aim to make your experience smooth and seamless. This guide covers everything you need to know about managing your order, from placing and modifying it to tracking delivery.
Can I start with the current dosage I’m taking from another provider?
Yes! During enrollment, you can select the dosage you’re currently taking. Dosage adjustments can be requested at your first refill if needed. Your provider will request proof of your current prescription, and you can easily upload a photo in your patient portal. Be sure to include your name, prescriber’s name, medication name, strength, and the prescription date.
How do I cancel or change my order selection?
Once a prescription is sent to one of our partner pharmacies, we are unable to change the order. However, we’ll make every effort to cancel it on your behalf if it hasn’t shipped yet. Reach out as soon as possible through your patient portal for the best chance of updating your order.
Can I change my shipping address after placing an order?
If you need to update your shipping address, reach out to our customer care team as soon as possible by submitting a request. We’ll do our best to make the change if your order hasn’t yet shipped.
How long until I receive my order?
Once your prescription is approved, our partner pharmacies typically take 7-10 business days to compound and ship your medication. You’ll receive a tracking number as soon as it’s on the way.
Can my order be shipped to a PO Box?
We’re unable to ship to PO Boxes at this time. Please be sure to provide a physical address at checkout to ensure a smooth delivery. If you need any assistance, we’re here to help!
Which carriers do you use for shipping?
We work primarily with UPS and USPS to deliver your medications securely. Once your order ships, you’ll receive a tracking number to follow its progress to your doorstep.
Is shipping included in my order?
Yes! Shipping is covered with every order, so there’s no additional cost to you. Check your patient portal to see which pharmacy has processed your order.
Can I track my order?
Yes, tracking your order is easy! You’ll receive a tracking number via email once your order ships. You can use this number on the carrier’s website or view your tracking information in your Eden patient portal under Account > View Order History.
What should I do if my package is delayed?
If your package is delayed, our customer care team is here to help. Contact us through your patient portal, submit a request or email care@tryeden.com, and we’ll look into the issue and keep you updated.
What if my package arrives damaged or is missing items?
If your package arrives damaged or incomplete, reach out right away. We’ll ensure you receive everything in perfect condition. Message us through your patient portal or submit a request and we’ll make it right.
Will my medication arrive cold?
For medications requiring refrigeration, we use specialized cold-shipping methods with two-day or overnight shipping. If your medication arrives at room temperature, don’t worry—simply place it in the refrigerator as soon as possible to maintain its effectiveness.
What if it has been over 7 business days and I haven’t received my medication?
If your medication hasn’t arrived after 7 business days, please contact Eden support through your patient portal. Our team will investigate the issue and provide you with an update as quickly as possible.
With this guide, managing your order with Eden is straightforward and hassle-free. If you have more questions, don’t hesitate to reach out through your patient portal or submit a request—our team is here to assist every step of the way!