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Need help with your order?

we’re here for you.


Speak with an Innovative Medicine Specialist
1-800-684-8846 ext. 701
Monday – Friday, 9:00 am – 5:00 pm ET

Frequently Asked Questions?

Will I get a confirmation of my order?

Yes.  After placing an order on, you will receive an email confirmation to the address you provided during checkout. This confirmation includes:

  • Order number
  • Item(s) ordered
  • Description
  • Quantities
  • Price of each item
  • Shipping address(es)
  • Billing address

Please print and/or save this confirmation (a physical receipt will be shipped with your order for your records). It can be used for future reference to check the status of your order.

If you do not receive an order confirmation within an hour:

  • Check your spam folder
  • Add the following email address to your contacts to ensure timely communication:

How do I track my order?

Tracking your Innovative Medicine order is easy!

You will receive a UPS tracking number in your shipping confirmation email that is automatically sent out once your order is picked up by UPS.

You can view your shipment status and estimated date of arrival by placing your tracking number here

Please note: It may take up to 24-48 hours for your tracking information to reflect details on the UPS site. If you are having trouble tracking your order, please contact us at 1-800-605-1798 ext 701.

How long will it take to get my order?

We make every effort to process and ship your order the same day it is received. All orders placed before 1:30 pm should go out the same day, barring any setbacks or the ordering of specialized items.
Specialized items such as the ACMOS Method products may require more time to ship. Please call 1-800-605-1798 to find out if a product will ship the same day.

  • Orders Under $100 – Ships via UPS Ground (unless expedited shipping selected) and normally are delivered in 1-6 business day. ‘Business days’ means Monday-Friday, excluding holidays. Please view UPS Transit Time Map to see how many days it will take for your order to be delivered via UPS Ground.
  • Orders Over $100 – Ships free via UPS 3rd Day Select (unless UPS Ground is equally fast or faster) and is delivered in 3 days or less.

While Innovative Medicine makes a good faith effort to track and correct any errors in shipment, Innovative Medicine is not responsible for lost or stolen packages, delays in shipping due to weather conditions, incorrect shipping addresses or missing shipping information.

View Innovative Medicine Shipping Policy

How do I change or cancel my order?

Please understand that the ordering process is automated and the orders are printed immediately in our distribution center and processed. We advise you contact a customer representative (1-800-605-1798) as soon as possible if you wish to make a change or cancel an order. We will make every attempt to make the changes, but if the order is processed and shipped, you will have to send the order back at your own cost.

Can I send an order to a patient?

Yes. We allow practitioners to send medicines directly to patients with our “Drop Shipment” option at checkout. Please be sure to enter the patient’s shipping address and check the “Drop Shipment” box in order for your order to process correctly.

A $10 drop ship fee will be assessed.

What is your return policy?

In keeping with our quality commitment, our return policy requires that the customer notify Innovative Medicine and request a return good authorization within 30 days of receipt of the product (*except for ACMOS Method products).

Upon approval, returns must be shipped to our facility and examined in order for a refund to be initiated. Shipping must be covered by the account holder, or arranged through an Innovative Medicine Customer Representative. No shipping costs will be refunded. No returns from patients or anyone other than the purchasing account will be accepted.

Please call 1-800-605-1798 ext 701 for return authorization.

* Due to their unique and artisan production, all ACMOS Method products sales are final and may not be returned. 

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