If you received the wrong medication or dose
Do not inject from a vial you think may be incorrect, and don't adjust your dosing on your own. Wait for guidance from our team or your provider.
Message us through the chat on joincrossing.com or from your Crossing account with:
The dose you expected
What you actually received
A photo of the vial label (if possible)
Our team will review your order and prescription. Depending on the situation, we may send the correct medication, coordinate with the pharmacy to fix the prescription, or issue a credit or refund for the incorrect shipment. Most fulfillment issues are resolved within 1-2 business days after you contact us. If a replacement ships, standard shipping times apply (typically 3-5 business days).
If your order was denied
The most common cause is an accidental answer on the allergy question in your intake form. If you mistakenly indicated an allergy to a GLP-1 medication, the system automatically stops your order. That safeguard exists to protect you: true GLP-1 allergies are rare, but they're taken seriously.
The fix:
Go back to the allergy question in your intake form
Correct your answer
Continue with your order
Not sure whether you actually have an allergy? Message us and we'll help you sort it out.
Other denial reasons: Type 1 diabetes, or currently taking insulin. These are hard stops with no exceptions.