Why Haven't I Heard Back? (Response Times)
Expected Response Times
| Type of Communication | Expected Timeframe |
|---|---|
| Support email, text, or voicemail callback | 2–4 business days; may be longer during busy periods |
| Doctor message (portal) | 1–3 business days |
| Order status update | After each processing step |
| Refund processing | 5–10 business days |
Note: Business days are Monday–Friday, excluding holidays.
Weekend Coverage and Busy Periods
CoreAge Rx is a small, family-run business. We have staff available on weekends, but coverage is lighter and replies may be slower so our team members can take their days off.
We work hard to offer the best prices we can, and we receive a high volume of support messages from customers across the United States. During especially busy periods, replies may take longer than 2–4 business days.
Thank you for your patience and for giving our team time to answer. We will get back to everyone.
Why You Might Not Have Received a Response
1. Check Your Spam/Junk Folder
Emails from CoreAge Rx sometimes get filtered. Add our email addresses to your contacts:
2. Check Your Member Portal
Doctor messages appear in the portal, not in your email. The email/text you receive is just a notification with a link to the portal.
3. Your Inquiry May Be In Queue
An automated acknowledgment confirms that your message was received; please allow our team time to review your request and send a reply. During busy periods, support replies may take longer than 2–4 business days.
4. Incomplete Intake Is Holding Things Up
If you're waiting for your order to move forward, log in to your Member Portal and check whether any steps or messages need your attention.
What To Do If It's Been Too Long
If you have waited more than 4 business days for support:
- Reply to your original email with your order number and a brief update. Keeping the details in one thread helps us see the full history of your request.
- Call or text us at (307) 405-1638 and mention that you already contacted support. If we miss your call, leave a voicemail.
- Check your Member Portal for doctor messages. Ask your doctor directly about medical questions.
During periods of high demand, we may still be working through earlier messages. Thank you for giving us time to respond; we will get back to everyone.
Tips for Faster Responses
- Include your full name and order number in every message
- Be specific about your question or issue
- Avoid sending multiple separate emails about the same issue (this can create duplicate tickets and slow things down)
Was this article helpful?
This is not customer support. If you need help with an order, please contact support.