Once your order ships, Crossing can't change the delivery location or timing, or place a hold. The pharmacy is the shipper and you're the recipient, so shipping changes go through the carrier, not us. Here's how to handle each situation.
Changing your address before shipment
Update your shipping address in your Crossing account before your order is processed. This is the single best way to avoid delivery problems, so verify your address before every order.
Changing delivery after shipment
Contact the carrier directly (phone, not the app) to adjust timing, place a temporary hold, or arrange pickup at a carrier facility. Prescription shipments cannot be rerouted to a different address once the carrier has the package, and they can't be redirected to retail pickup counters.
If your package is lost, stolen, or misdelivered
Wait 1-2 days. Carriers sometimes mark packages delivered before they actually arrive.
Check the delivery photo in your tracking details to verify the drop-off point.
Check with neighbors in case it landed next door.
If there's a delivery photo: file a claim with the carrier using your tracking number, then message us with your claim details so we can help with next steps.
If there's no delivery photo: skip the carrier claim and message us directly through the chat on joincrossing.com or from your Crossing account. We'll take it from there.
Keep your receipt or proof of purchase handy. It speeds up any claim.