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+1.855.816.PALS (7257) info@pillpals.co

Order Status Explained:

  1. Pending Payment – Order has been created either Online (by going to the Checkout Page) or by Phone. Payment has yet to be received. Order CAN be edited and changed.
  2. Failed – Payment processing (Debit or Credit Card) failed. Order CAN be edited and changed.
  3. Processing – Debit or Credit Card Payment has been received and order is being evaluated by Clinical Team. Order CAN be edited and changed.
  4. On Hold – An issue was found with the order (e.g. no active prescription on file). Order CAN be edited and changed.
  5. Waiting For Money Order or Cashier’s Check – We are waiting for you to send a Money Order or Cashier’s Check in the mail. Your order will be updated upon receipt. Order CAN be edited and changed.
  6. Waiting For Bank Transfer – We are waiting for you to send a Bank Wire / Transfer. Your order will be updated upon receipt. This payment status is available for Business-to-Business clients only. It is NOT available to individuals. Order CAN be edited and changed.
  7. Review For 90 Days’ Supply – A Health Pals / Pill Pals Team Member will be in touch with you to see if you want 90 days’ supply of your medication(s). Order CAN be edited and changed.
  8. Needs Prescription From Prescriber – One or more of the items in your order needs a prescription from a prescriber. Order CAN be edited and changed.
  9. Needs Prescription AND 90 Day’s Review – BOTH of the following apply:
    • One or more of the items in your order needs a prescription from a prescriber.
    • A Health Pals / Pill Pals Team Member will be in touch with you to see if you want 90 days’ supply of your medication(s). Order CAN be edited and changed.
  10. Cancelled – Order has been completely cancelled and did not make it to the warehouse. Order CANNOT be edited or changed.
  11. Pre-Fulfillment – Pharmacists and Technicians at the Warehouse are preparing to fill this order. Order CANNOT be edited or changed. Order can only be cancelled.
  12. Order Fulfillment – Pharmacists and Technicians at the Warehouse are preparing to fill this order. Order CANNOT be edited or changed. Order can only be cancelled.
  13. Partially Fulfilled or Backordered – Either we do not have ONE or ALL of the items in your order in stock. A Health Pals / Pill Pals Team Member will be reaching out to you to inform you. Order CANNOT be edited or changed. Order can only be cancelled.
  14. Sorting – Order is being sorted for Shipping vs. Delivery vs. Pickup; depending on what you chose at checkout. Order CANNOT be edited or changed. Order can only be cancelled.
  15. Driver Assigned – Order has been assigned to a Delivery Driver. This service is available in select locations only. Order CANNOT be edited or changed. Order can only be cancelled.
  16. Out for Delivery – Delivery Driver has left to deliver your order. Usually, there is a delivery time window assigned. This service is available in select locations only. Order CANNOT be edited or changed. Order can only be cancelled.
  17. Failed Delivery Attempt – Delivery Driver attempted to deliver your order but was unable to reach you. Usually, there is a delivery time window assigned and the driver waits for a few minutes before moving on to the next delivery. A Health Pals / Pill Pals Team Member will reach out to you to schedule a new delivery time. This service is available in select locations only. Order CANNOT be edited or changed. Order can only be cancelled.
  18. Shipped – The Order has shipped. If available, the courier tracking number can be found in the “Order Comments” section. Order CANNOT be edited or changed. Order CANNOT be cancelled.
  19. Completed – Shipment of order has been delivered by courier (e.g. UPS, Fedex, USPS). Order CANNOT be edited or changed. Order CANNOT be edited or changed. Order CANNOT be cancelled.
  20. Delivered – Order has been completed and is ready for Patient to pickup in person. This service is available in select locations only. Order CANNOT be edited or changed. Order CANNOT be cancelled.
  21. Ready For Pickup – Order has been completed and is ready for Patient to pickup in person. This service is available in select locations only. Order CANNOT be edited or changed. Order can only be cancelled.
  22. Picked Up – Patient has picked up the order in person. Order CANNOT be edited or changed. Order CANNOT be cancelled.
  23. Refunded – Customer was given their money back. This can occur at any stage of the process listed above. The reason for the refund will be listed in the order notes.