FAQ

Getting Started

1. Choose a treatment and plan.

2. Complete checkout and create your account.

3. Complete the required medical intake through the secure patient portal.

4. An independent licensed provider reviews your health information and determines whether treatment is medically appropriate.

5. If treatment is prescribed, your prescription is sent to a licensed pharmacy for preparation and shipping.

Depending on your state, selected treatment, and medical history, the provider may request additional information, secure messaging, identification, laboratory testing, or a video consultation.

Is a prescription guaranteed?

No. Purchasing a plan or completing the medical intake does not guarantee that a prescription will be issued.

An independent licensed provider will review your health information and determine whether treatment is medically appropriate.

If you are not approved for treatment, any applicable charge will be refunded.

Who provides the medical care?

Medical care is provided by independent licensed healthcare providers through the Telegra telehealth platform.

TrueMe does not directly provide medical care or make prescribing decisions. Your provider will determine whether treatment is appropriate based on your individual health information.

Which pharmacy prepares and ships the medication?

When treatment is prescribed, your prescription is sent to CarePoint Infusion Pharmacy, a licensed 503A compounding pharmacy, for preparation, dispensing, and shipment.

CarePoint Infusion Pharmacy is LegitScript certified and prepares compounded medications in accordance with applicable pharmacy laws and quality standards.

CarePointInfusionRx.com

Are compounded medications FDA-approved?

No. Compounded medications are not FDA-approved and have not been reviewed by the FDA for safety, effectiveness, or quality.

A licensed provider will determine whether a compounded medication is medically appropriate for your individual needs. Compounded medications are prepared and dispensed only when prescribed by a licensed provider and fulfilled by a licensed pharmacy.

Eligibility and Availability

Where is TrueMe currently available?

TrueMe currently serves eligible patients in:

● Arizona
● Colorado
● Missouri
● Pennsylvania
● Texas
● Wisconsin

More states will be available soon!

How old do I need to be?

TrueMe currently provides services only to adults who are at least 18 years old.

Additional eligibility requirements may apply depending on the selected treatment, your medical history, and the provider’s clinical evaluation.

Why do I need to provide a photo ID?

Identity verification helps confirm that medical services and prescriptions are provided to the correct patient.

It also helps prevent fraud and supports compliance with applicable telehealth, pharmacy, and prescribing requirements.

Pricing and Payment

What is included in the advertised price?

Unless otherwise stated on the treatment page, your plan price includes:

● Medical intake and provider review
● Prescribed medication, if approved
● Temperature-controlled shipping when required
● Necessary administration supplies
● Ongoing provider support through the secure patient portal

There are no separate membership fees. Laboratory testing, expedited services, or
other separately disclosed services may involve an additional cost.

How are three-month plans charged?

Three-month plans are billed in one payment for the full three-month period. The monthly price shown reflects the plan’s average cost per month. The total amount due will be displayed during checkout before you submit your order.

When will I be charged?

Your payment method will be charged after you complete the checkout.

Payment does not guarantee that medication will be prescribed.

If you are not approved for treatment, any applicable charge will be refunded.

Can I use an HSA or FSA card?

Eligible HSA and FSA cards may be accepted.

Eligibility and approval are determined by your card issuer and benefit plan. TrueMe cannot guarantee that a purchase will qualify for reimbursement.

Contact your plan administrator if you have questions about eligibility or if your card is declined.

Does TrueMe accept insurance?

No. TrueMe does not currently bill or accept health insurance.

Your price is displayed before checkout so you can review the total cost before proceeding.

You may request documentation for possible reimbursement, but reimbursement is not guaranteed and is determined by your insurance plan.

Provider Review and Treatment

How long does provider review take?

Provider reviews typically begin within 24 hours after you submit all required medical information.

The review may take longer if the provider requires additional information, identification, secure messaging, laboratory testing, or a video consultation.

Will I need a video consultation?

A video consultation may be required depending on your state, selected treatment, medical history, or provider’s clinical judgment.

Follow the instructions provided through the secure patient portal.

Can the provider change my treatment plan?

Yes. Your provider may recommend a different medication, dosage, treatment schedule, or monitoring plan based on your health information and clinical needs.

No treatment change will be made without communicating the recommendation to you.

How do I contact my medical provider?

Use the secure patient portal for:

● Side effects
● Dosage questions
● Treatment concerns
● Refill or renewal requests
● Medical questions

Do not submit sensitive medical information through social media, standard email, or an unsecured website form.

Orders and Shipping

How long will it take to receive my medication?

After treatment is approved, the prescription is sent to a licensed pharmacy for fulfillment.

Processing and delivery typically take approximately two to three business days. Timing may vary depending on the medication, pharmacy, destination, weekends, holidays, weather, and shipping-carrier conditions.

You will receive tracking information after your medication ships.

Will my medication be shipped cold?

Medications that require refrigeration will be shipped using appropriate temperature-controlled packaging.

Follow the storage instructions provided by the dispensing pharmacy immediately after receiving your package.

Will I need to sign for my shipment?

Most shipments do not require a signature.

Delivery requirements may vary depending on the medication, destination, pharmacy, or shipping carrier. Review your tracking information and arrange for the package to be received and stored according to the pharmacy’s instructions.

Can I change or cancel an order?

Contact TrueMe Support immediately if you need to change or cancel an order.

Changes or cancellations may be possible before the order is submitted to the dispensing pharmacy. Once the pharmacy begins preparing, dispensing, or shipping the medication, the order generally cannot be changed or canceled.

Submitting a cancellation request does not guarantee that the order can be stopped.

How can I change my shipping address?

Update your shipping address through your account or patient portal before placing your next order.

For an order that is already being processed, contact TrueMe Support immediately. An address change cannot be guaranteed after the order has been submitted to the pharmacy or shipping carrier.

What should I do if my medication arrives warm?

Some temperature-sensitive medications may remain stable for a limited period outside
refrigeration.

Do not immediately discard or use the medication. Contact TrueMe Support or the dispensing pharmacy for instructions based on the medication, packaging condition, and estimated temperature exposure.

What should I do if my order is damaged, incorrect, delayed, or lost?

Contact TrueMe Support as soon as possible at support@jointrueme.com or (888) 891-4774. Due to high call volume, email is the best way to reach us, and we typically
respond within one hour.

Include:
● Your full name
● Order number
● Tracking number
● A description of the problem
● Photographs if the shipment arrived damaged or incorrect

Do not use medication that appears damaged, contaminated, improperly sealed, unusually warm, or different from what was prescribed until you receive instructions from the pharmacy or your provider.

Renewals and Account Management

How do I renew or reorder my treatment?

Your treatment plan renews automatically. You will receive a reminder one week before your scheduled renewal and may cancel at any time before it is processed.

You may be required to submit an updated medical questionnaire, report your progress, provide current health information or communicate with your provider before another prescription can be issued.

All renewal prescriptions are subject to provider approval.

Will my treatment automatically renew?

Your treatment will be automatically charged and renewed based on the plan you
selected and the terms presented during checkout. Please review your plan details or contact support if you have questions about your renewal settings.

You will receive a renewal notification one week before your next charge. You may cancel at any time before the renewal is processed.

Review the payment and renewal terms displayed for your selected plan.

Is provider approval required for every renewal?

Yes. Continuing treatment remains subject to provider review and approval.

Previously qualifying for treatment does not guarantee that another prescription will be issued. Your provider may request updated information or modify your treatment based on your response, progress, side effects, and current health status.

How do I update my payment method?

Contact TrueMe Support if you are unable to update your payment method online.

What should I do if I have an account or order problem?

Contact TrueMe Support through the Contact Us page, email support@jointrueme.com, or call (888) 891-4774.

For medical questions, contact your licensed provider through the secure patient portal.

Privacy and Safety

How is my information protected?

TrueMe and its participating service providers use administrative, technical, and physical safeguards designed to protect personal and health information.

However, no internet-based system can guarantee absolute security.

Additional information about how your information is collected, used, and protected is available in the Privacy Policy and applicable Notice of Privacy Practices.

What should I do if I experience side effects?

Contact your licensed provider through the secure patient portal for medical guidance and follow the instructions provided with your medication.

For severe symptoms or a potentially life-threatening reaction, call 911 or seek emergency medical care immediately.

What should I do during a medical emergency?

TrueMe is not an emergency medical service.

Call 911 or go to the nearest emergency department if you believe you are experiencing a medical emergency.

Do not wait for a patient-portal message, email response, or customer-support reply.

Returns, Cancellations, and Refunds

Can I return or exchange prescription medication?

No. For patient-safety and regulatory reasons, dispensed prescription medications cannot be returned, restocked, or exchanged.

Contact TrueMe Support immediately if your medication arrives damaged, incorrect, compromised during shipping, or is not delivered.

TrueMe and the dispensing pharmacy will review the issue and determine the appropriate resolution.

Are all sales final?

Orders generally become final once the dispensing pharmacy begins preparing or dispensing the medication.

This does not prevent you from reporting:

● A lost shipment
● A damaged package
● A dispensing error
● An incorrect medication
● A fulfillment problem

Each reported issue will be reviewed based on the circumstances and the dispensing pharmacy’s applicable policies.

What happens if I am not approved for treatment?

If an independent licensed provider determines that treatment is not medically appropriate, any applicable treatment charge will be refunded.

FAQ

Getting Started

Eligibility and Availability

Pricing and Payment

Provider Review and Treatment

Orders and Shipping

Renewals and Account Management

Privacy and Safety

Returns, Cancellations, and Refunds

Your Cart

Inactive

Contact us

FAQ

Getting Started

Eligibility and Availability

Pricing and Payment

Provider Review and Treatment

Orders and Shipping

Renewals and Account Management

Privacy and Safety

Returns, Cancellations, and Refunds

Your Cart

Login

Email Already Registered

Inactive

Inactive

Inactive

Contact us