Support is open to everyone — call, email, or open a ticket. You don't need a MedGrid account to reach us, and every message routes to the right team within our published response targets below.
MedGrid is a medical-grade marketplace operated by Skydell Holdings. Doctors order from a vetted catalog of compounded pharmaceuticals, peptides, biologics, and cosmetics. Vendors fulfil. Sales reps onboard doctors and earn commission. All transactions go through DEA + state-license verified buyers only.
Customer Support: Monday – Friday, 9am – 6pm Eastern. Adverse events and security issues are covered 24/7 — call the emergency line or email security@medgrid.com and we'll respond within 1 hour.
Your payment was captured and the order is queued for the vendor to accept. Typical vendor response is under 24 hours. If your order is still in 'Placed' more than a day later, open a ticket and we'll ping the vendor for you.
Once accepted, the vendor typically prepares the shipment within 1–3 business days. You'll get a tracking email the moment the carrier scans the package.
Most medical products are not returnable once shipped (temperature-sensitive, batch-controlled). Returns are case-by-case for damaged-in-transit, wrong item, expired/short-dated, cold-chain failure, or vendor cancellation. Changed-mind, opened/used product, and controlled substances are not eligible.
Photo evidence is required before a return label is issued — clear photos of the product, the issue (damage, wrong SKU), and the shipping carton. For cold-chain products you'll also need the temperature log. Submit everything in a ticket; we'll generate an RMA number and a prepaid return label the same business day.
Within 14 days of delivery. Beyond that we cannot process returns. Custom-compounded items (503A) and controlled substances are non-returnable from day one — those move directly to credit-toward-next-order if there's an issue.
Refunds are issued through Stripe and post to the original card within 5–10 business days. We cannot refund to a different card. If you don't see it after 10 business days, send us your bank statement screenshot and we'll trace it.
Stripe returns one of three reasons: insufficient funds, card declined by issuer, or expired card. Open Account Settings → Billing and update the card. If the decline persists, your bank may be blocking the transaction — call them with the merchant name MedGrid (Skydell Holdings).
From the order detail page → Download Invoice. The PDF includes our legal entity, address, and tax ID — that's what your finance/AP team needs. We can email a copy directly if requested.
Open a ticket immediately. Don't dispute with your bank first — a chargeback supersedes our refund process and ties up the order for 60+ days. We can issue a same-day refund if it's a legitimate error.
Open the order from My Orders. The carrier and tracking number appear on the order detail page the moment the vendor ships. If you have an account-owner sub-user setup, all seat-holders see the same tracking link.
Open a ticket via Tickets. We'll initiate a carrier trace and hold reshipment until the trace closes (typically 2–5 business days). Please don't accept a replacement before the trace completes — that lets us bill the carrier, not you.
Three options: (a) wait for the vendor's ETA, (b) accept a substitute equivalent SKU, or (c) take a full refund. Open a ticket to confirm your choice and we'll execute the same business day.
Photo proof of what you received goes in the ticket. We issue an RMA for the wrong item, ship the correct SKU from the vendor immediately, and refund any shipping cost difference. You shouldn't be out of pocket on a vendor's pick error.
Stop — don't use the product. Take photos of the package, the product, and the temperature log. Open a ticket with the photos. Replacement ships within 48 hours from the vendor. Original is destroyed per protocol (do not return cold-chain failures).
Click Forgot password on the login screen and we'll email you a secure link. The link is valid for 1 hour. If you don't see the email, check spam — and confirm with your admin that your email on file is correct.
The account owner (not a sub-user) can update billing email from Account Settings. We'll confirm the change in writing on a ticket — if you don't see that confirmation in your inbox within 5 minutes, open a ticket and reference the original change request.
| Category | First response | Target resolution | Coverage |
|---|---|---|---|
| Adverse Events · Patient Harm | 1 hr | 4 hr | 24/7 |
| Sales / Partnerships / Commission | 4 hr | 12 hr | Mon-Fri 9-6 ET |
| Platform + Order Support | 24 hr | 48 hr | Mon-Fri 9-6 ET |
| Vendor Ops + Catalog | 24 hr | 72 hr | Mon-Fri 9-6 ET |
| NPI / DEA / License Verification | 48 hr | 5 days | Mon-Fri 9-6 ET |
Our peptide line is sold for education and research use. Products without an FDA approval for a specific indication are not marketed for diagnosis, treatment, cure, or prevention of any disease. Clinical use is at the discretion of a licensed healthcare provider following their state board's guidance and patient consent process.
Suspected adverse event? Email security@medgrid.com — 24/7, 1-hour SLA.
Patient identifiers (name, DOB, gender) entered at checkout are visible only to the prescribing doctor and MedGrid Compliance. Sales reps, vendors, and affiliates do not have access to patient data — this is enforced at the database permission layer, not just the UI.
Need a Business Associate Agreement? compliance@medgrid.com.
Role-based access (Doctor / Rep / Vendor / Admin) is enforced for every action. All ticket replies, order events, and admin overrides are logged with user + timestamp. Data in transit is TLS 1.2+; data at rest is encrypted. Payments process via Stripe — we do not store card numbers.