When submitting an intake and associated order through JoinPolly, you may occasionally see a payment or authorization on your account before your intake has been reviewed by a licensed provider or a prescription has been issued and processed by the pharmacy. This guide explains why these timing differences can occur and what to expect throughout the process.
Payment Authorization vs. Finalized Charges
Charges that may appear on your account before your intake is reviewed are typically authorization holds. These are temporary and do not represent completed payments. Authorization holds may be finalized only if a prescription is issued following review by a licensed provider and the order proceeds to pharmacy processing. If a prescription is not issued, the authorization hold is typically released automatically based on your bank’s processing timeline.
Prescription Fulfillment Process and Shipment Timelines
After a licensed provider reviews your intake and determines whether treatment is appropriate, a prescription may be issued. If issued, the pharmacy generally requires 3–5 business days to prepare and process the medication. Once the prescription has been processed by the pharmacy, payment may be finalized prior to shipment confirmation.
Occasionally, delays may occur due to routine pharmacy quality assurance checks. These processes help ensure medication safety and quality before shipment and may impact timing.
Once the order is prepared, it is transferred to the shipping carrier. Tracking information is typically provided after the package has been scanned into the carrier’s system, which may take 1–2 business days.
At times, a shipment may still be with the pharmacy awaiting pickup by the carrier even after payment. Once handed over to the carrier and scanned, tracking updates will reflect the estimated delivery date.
What Happens If a Prescription Is Not Issued
If a provider determines that a prescription is not appropriate, the request will not proceed, and any pending authorization hold is typically released based on your bank’s processing timeline.
What You Should Do If Your Shipment is Delayed
If your prescription was recently sent to the pharmacy, no immediate action is required. Allow 3–5 business days for fulfillment and shipment. After shipment, delivery can be expected within 1–2 business days.
Check the tracking number included in your shipping confirmation email for progress updates. If the shipment timeline exceeds expectations, verify the status via the tracking link before contacting support.
Reach out to customer support only if tracking details are unclear or the package status remains unchanged for an extended period.
By understanding these processes and managing expectations, you can minimize concerns regarding payment and delivery timelines.