Patient FAQ

Standard shipments are sent by FedEx 2day and should arrive by 7PM two days after being shipped. Shipments containing refrigerated medications should arrive by 10:30AM on the next day.

What if my shipment is late?

You can check the status of your shipments by clicking on the tracking number sent to you via e-mail when your package was shipped. You can also call FedEx at (800)GO-FEDEX and provide them with this tracking number. If you do not have access to this e-mail, you can contact our office and we can track it for you.

How much does shipping cost?

FedEx Shipping Method:	Cost
Ground (5-7 days by 7PM)	$ 6.00
Second Day Air (by 7PM)	$ 12.00
Next Business Day (by 3PM)	$ 24.15
Priority Overnight (by 10:30AM)	$ 27.15
Saturday Delivery (by 10:30AM)	$ 39.50
First Overnight (by 8:30AM)	$ 80.00
Signature Required (surcharge)	$ 1.50
Residential Delivery (surcharge)	$ 2.00

How can I avoid the Signature Required surcharge?

Signatures are required by default on all shipments from the pharmacy. Contact us to authorize deliveries without a signature.

How can I avoid the Residential Delivery surcharge?

This surcharge only applies to residential addresses. If your shipments are being delivered to a business address, contact us to let us know. Alternately, you can avoid this surcharge by having your shipments delivered to a business address.

Why aren’t all orders shipped by Ground?

Ground shipments arrive 5-7 days after being shipped. This delay introduces two significant complications:

Some shipment and dosage changes will not be reflected for another 28 days. For instance, if your doctor wants to change your dose after your order has been prepared, you will have to discard the wrong dose as soon as it arrives and pay for Express shipping on the correct dose. The pharmacy cannot accept returns of compounded medications nor issue credits for dosage corrections.
Your medications & supplements are sensitive to high temperatures. Transdermal creams may break down if exposed to high temperatures for extended periods of time. Fish oils may develop odors or become rancid. During the hot summer months, the temperature inside a delivery truck can easily exceed 110°. If you choose Ground delivery you accept responsibility for heat damage to your medications and supplements.

What if I’m not here to receive a shipment?

Due to flucutations in ambient temperatures, you are encouraged to retrieve your shipment as soon as possible (especially shipments containing refrigerated medications). If you’re not going to be available to receive a shipment, you have a few options:

Change the date of that shipment
Change the address for that shipment
Arrange for that shipment to be left without a signature
Wait another day. FedEx will attempt delivery on three consecutive days. (NOT recommended for perishable refrigerated medications)
Pick up your shipment from the FedEx station (Call 800-Go-FEDEX with your tracking number if you don’t know the location of your local FedEx station)

What if my credit card is declined?

Credit cards can be declined for many reasons: expiration date, suspected fraud, incorrect billing address/security code, typographical errors or insufficient credit remaining. If your credit card is declined, the pharmacy will attempt to contact you by phone and e-mail. If you are not available or if you do not return the call promptly, your order may be delayed. Your order will not be prepared until you respond. The pharmacy will make every attempt to ship your order on the same day on which you respond.

What is the cutoff time for changes to my next order?

Requests for changes to your next order must be received by 5PM ET on the day before your next order is prepared.

What if I have an oversupply of certain medications?

Contact us to hold certain medications from your next shipment or to delay your next shipment altogether. We must receive your request at least one business day before your next order is prepared.

What if I run out of certain medications?

Contact us to advance your next order or send an interim supply. Requests to send medications will be fulfilled on the next business day.

What if my shipment was missing something?

Please check your shipment as soon as it arrives for completeness and accuracy. All discrepancies must be reported to the pharmacy within 48 hours by calling 877-PHYSIO-AGE.

Can I return unused medications & supplements for credit?

Compounded medications cannot be returned for credit. Unopened AM & PM Packs may be returned to our office for credit.

What if my order is scheduled to ship on a holiday?

In general, any shipments scheduled to ship on a holiday will go out on the next business day and will arrive one day later than usual. During Thanksgiving & July 4th weeks, special schedules apply.

The pharmacy will not operate on the following days:

Thanksgiving Day	President’s Day
Christmas Day	Memorial Day
New Year’s Day	Independence Day
	Labor Day

BILLING

What is the PMF?

The Program Maintenance Fee is your professional fee for services rendered: $75 for Hormone Replacement Therapy, $100 for HCG Therapy, and $125 for HGH Therapy.

What does the PMF cover?

The PMF covers the cost of all follow-up consultations, e-mails, telephone calls, physical exams, analysis and review of laboratory tests, management of your lab follow-up requirements and treatment program, PhysioAge Diagnostic Testing (arterial compliance, body composition, lung health, and skin elasticity) and in-house blood draws. HGH patients also get a nutritionist consultation, a travel pack, and an annual DEXA bone density scan.

Do I get charged the PMF even if I don’t receive a shipment, consult with the doctor or get labs done?

The PMF applies to every 28-day period as long as your physician is responsible for monitoring blood levels, managing your treatment program and treating symptoms. It does not correlate to office visits or shipments, but it is billed with your regular shipments for simplicity. This fee will continue to be billed even if you hold medication shipments unless you notify us of your intent to temporarily suspend treatment or discontinue the Program.

Can I get receipts for office visits to submit to my insurance carrier for reimbursement?

We will be glad to provide receipts at the conclusion of your visit, or e-mail with your request. Whereas follow-up office visits are covered by your PMF, we can still provide a receipt in the amount of $250 per visit. If you’d like receipts for past office visits, please contact our Billing Department.

Can I get receipts for telephone consultations to submit to my insurance carrier for reimbursement?

We can provide you with receipts for telephone consultations, but fees for telephone consultations are not considered a reimbursable expense by insurance companies.

Can I get receipts for medications to submit to my insurance carrier for reimbursement?

We can generate specially-coded receipts at your request that may be submitted to your insurance carrier for reumbursement. Simply e-mail with your request. Starting early-2008, our new pharmacy platform will provide these receipts with your shipments.

How much do my medications cost?

Check the receipt that comes with your package – it’s inside a plastic baggie.

Will insurance cover the cost of HGH?

Whereas many insurance companies will cover the cost of HGH therapy, they require prior authorization: proof of medical necessity and an accompanying diagnosis of pituitary disfunction. For the vast majority of patients, it is very unlikely they will approve HGH because they use a conservative 'old view' definition of HGH deficiency in adults; using this definition is to their advantage as it severely restricts the number of members they need to reimburse for HGH. Since conventional medicine and insurance companies don't yet understand the necessity of HGH for maintaining health, they define HGH deficiency only as the severe states of depletion that occur following damage to, or surgical removal of, the pituitary. Many insurance companies require one of several 'stimulation tests' to prove this extreme deficiency state. Although many patients produce the same amount of GH on a daily basis as patients with pituitary disfunction, they will still pass this stimulation test. If you'd like us to investigate your possibility of passing this stimulation test, please contact our office.

CLINICAL

What if I miss a dose?

If you miss a dose, take it as soon as you remember (except melatonin & oral progesterone). If you don't remember until the next day, double-up by taking one dose in the morning and one in the evening. Don't double-up on melatonin. If you missed a dose of oral progesterone, take two the next night.

What if I miss more than one dose?

If you miss more than one dose, contact our office for instructions.

What are common signs of estrogen excess & deficiency?

Common Signs of Estrogen Deficiency

Mental fogginess
Forgetfulness
Depression
Minor anxiety
Mood change
Difficulty falling asleep
Hot Flashes
Night sweats
Temperature swings
Day-long fatigue
Reduced stamina
Decreased sense of sexuality
Lessened self-image
Lessened attention to appearance
Dry eyes, skin, and vagina
Loss of skin radiance
Sense of normalcy only during 2nd week of cycle
Sagging breasts & loss of fullness
Pain with sexual activity
Weight gain, with increasing lack of concern about it
Episodes of rapid heartbeat, with or without anxiety
Headaches and migraines
Gastrointestinal discomfort

Signs of Estrogen Excess

Breast/nipple tenderness or pain
Increase of breast size
Water retention
Pelvic cramps, with or without Uterine bleeding
Nausea (less frequently)

What are common signs of progesterone excess & deficiency?

Signs of Progesterone Deficiency

Amenorrhea (absence of periods, before menopause)
Oligomenorrhea (infrequent periods)
Heavy & frequent periods
Spotting a few days before the period
PMS
Cystic breasts
Painful breasts
Breast lumps
Most cases of endometriosis,adenomyosis, and fibroids
Anxiety, irritability, and nervousness
Water retention

Signs of Progesterone Excess

Mild Reaction:
- Drowsiness
- Slight dizziness
- Sense of physical instability
Severe Reaction
- Feeling of being drunk or spinning
- Heaviness of extremities
Paradoxical Response
- Anxiety, insomnia, water retention
- Hot flashes or depression
- Appetite increases, weight gain

Why did my doctor prescribe this medication for me?

Only your doctor can explain why he prescribed a certain medication for you. We’ll be glad to ask him on your behalf.

What if I'm experiencing side effects?

If you experience side effects, contact our office immediately.

How long does the cream take to absorb through the skin?

Peak absorption of the transdermal cream occurs between 1 1/2 and 2 1/2 hours after application, however absorption continues for up to 6 hours or so. It is recommended that you not swim, shower or exercise excessively for 6 hours after application.

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