Effective Date: [January 8, 2026]
CarePoint Infusion Pharmacy is committed to the safe and appropriate handling of prescription medications and pharmacy shipments. This Policy explains general shipping, delivery, return, replacement, and refund practices.
Individual prescriptions may be subject to additional requirements based on the medication, storage conditions, shipping destination, applicable law, prescriber instructions, payer requirements, and clinical circumstances.
CarePoint ships prescription medications only pursuant to valid prescriptions, after required pharmacy review, and to jurisdictions where CarePoint is properly licensed or otherwise legally permitted to provide the applicable service.
Not all services or shipping options are available in every state.
Patients, providers, and authorized representatives are responsible for providing a complete and accurate delivery address and any information needed for successful delivery, such as apartment numbers, gate codes, or access restrictions.
Notify CarePoint promptly of address changes before the shipment leaves the pharmacy. Once a package has been released to the carrier, address changes may not be possible.
CarePoint may not be responsible for delays or losses caused by incorrect or incomplete information supplied to the pharmacy.
Shipping methods are selected based on product requirements, temperature sensitivity, destination, expected transit time, day of the week, weather, holidays, carrier availability, and other operational considerations.
CarePoint may restrict shipping days or use expedited service to reduce avoidable weekend or holiday delays. Available shipping methods and applicable charges, if any, will be communicated as part of the fulfillment process.
Certain prescriptions may require temperature-controlled packaging. When applicable, CarePoint uses packaging, handling procedures, and shipping service levels selected for the product and expected shipping conditions.
Patients should retrieve packages promptly, open them promptly, and follow the storage directions on the prescription label and any pharmacy instructions.
The temperature or feel of the outside package alone does not necessarily determine whether a medication is suitable for use. If you are concerned about delay, temperature exposure, damaged packaging, missing cold-chain components, or the appearance of a medication, do not discard the medication solely based on package appearance or temperature. Contact CarePoint promptly for instructions.
Delivery may be affected by severe weather, natural disasters, carrier disruptions, transportation delays, holidays, incorrect addresses, restricted access, and other circumstances outside CarePoint’s reasonable control.
CarePoint will work with the patient, provider, and carrier as appropriate when a delivery problem is reported. Estimated delivery dates are not guarantees unless CarePoint expressly states otherwise in writing.
Tracking information may be provided when available. Patients should monitor expected shipments and contact CarePoint promptly if a package is substantially delayed, cannot be located, arrives damaged, or has another delivery problem.
Signature or other delivery controls may be required for certain shipments when appropriate.
For patient-safety and product-integrity reasons, prescription medications generally cannot be returned to pharmacy inventory after they have been dispensed and have left the pharmacy’s control.
CarePoint does not accept returned prescription medications for resale or redispensing except where specifically permitted by law.
Patient-specific compounded medications are prepared for an identified patient pursuant to a prescription. Because they are customized for that patient, they generally cannot be restocked, resold, redistributed, or dispensed to another patient.
Once preparation has begun, cancellation or refund may not be available.
Prescription medications are generally not eligible for refund merely because the patient no longer wants the medication, the treatment plan changes after preparation, the patient fails to retrieve or accept a properly delivered shipment, or an incorrect shipping address was provided.
CarePoint will review requests individually when an issue involves a verified pharmacy dispensing error, verified pharmacy shipping error, damaged shipment, package confirmed lost in transit, product-quality concern, or another circumstance where a refund, credit, or replacement may be appropriate.
The appropriate resolution depends on applicable law, the facts of the situation, product integrity, carrier findings, payer requirements, prescription status, and pharmacy review.
Report shipping, delivery, or product concerns as soon as possible, preferably within 24 hours after discovering the issue.
You may be asked to provide the patient name, prescription number, delivery date, tracking information, a description of the issue, and photographs of the package and contents.
Keep the medication, original packaging, shipping box, insulation, and temperature-control materials until the pharmacy provides instructions.
Do not use a medication if you believe it may be damaged, contaminated, incorrectly dispensed, or otherwise unsuitable for use. Contact the pharmacy for guidance.
A replacement shipment is not automatic. CarePoint will review the circumstances and determine whether replacement is appropriate based on pharmacy findings, prescription validity, legal requirements, product availability, carrier findings, and payer rules.
A new or updated prescription may be required in some circumstances.
Shipping charges, when applicable, are generally nonrefundable after a shipment has been tendered to the carrier unless CarePoint determines that a refund is appropriate because of a verified pharmacy error or another qualifying circumstance.
Do not send unused prescription medication back to CarePoint unless the pharmacy specifically instructs you to do so. Contact the pharmacy for guidance about appropriate disposal options.
Questions about this policy may be directed to:
CarePoint Infusion Pharmacy
CarePoint Healthcare Solutions LLC d/b/a CarePoint Infusion Pharmacy
4732 Sugar Grove Blvd, Suite 101
Stafford, TX 77477
Phone: 832-592-1776
Fax: 832-592-1966
Email: sales@carepointinfusionrx.com
