Frequently Asked Questions

Shipping | Returns

My package is marked as delivered but it is not in my mail box, what happens now?

Our Customer Service representatives will be happy to assist you in locating your order. You can contact Customer Service Monday - Friday. 8AM - 5PM. EST

My recent order has already shippined, but I put the wrong address. How can I update the mailing address? 

Unfortunately, we are unable to change the delivery address once an order has shipped. You can contact the carrier (UPS, USPS, or DHL) and request to have the package held for pickup at thenearest location.

Do I pay customs fees to Canada? 

All orders shipped to Canada are charged a flat shipping fee of $14.99. You will not be required to pay a separate customs fee.

Virtual Care | Pharmacy

Do you offer consultations with specialists?

TWC does not currently offer consultations with specialists. We are a young company and hope to offer consultations with specialists in the future.

Can TWC replace my current doctor and be my new PCP? 

TWC providers can't replace a PCP, but with the packages we offer, you can get continuity of care with the same provider over a span of time.

I don't have a smartphone. Can I sign up for a consultation without the app? 

Yes, you can access virtual care by going to to access The Wellness Company desktop portal.

How do I schedule my appointment (and not get charged again since I already paid for the package)?

Your concierge will coordinate a day and time with you and your provider to find a time that works best for both of you.

How do I know which package to purchase? 

Our Customer Service staffed is to prepared to answer any questions about packages and memberships. Potential patients can contact Customer Service Monday – Friday, 8AM-5PM EST via telephone, email or live chat.

Do I get labs with my package?

Labs come as a part of the package for Adverse Reactions, Optimal Wellness, and Long Covid Relief packages.  

If I buy a package, am I automatically a member?

Although there are many perks for purchasing a package, there are still some added bonuses to having a membership as well (regular discounts on products and supplements). You need to sign up for your membership separately.

I purchased a package but would like to upgrade to another package.

Yes, you can upgrade your package or membership. You would be invoiced for the difference (remaining balance) between the two packages.

Do you cover children with regards to Medical Exemption?

Yes, children of all ages can be covered by medical exemptions.

Products | Subscriptions

Can I take all supplements with my current medications?

We recommend patients should consult with their PCP or to schedule an acute appointment with our team of providers to discuss.

Will Dr. VanDeWater's Spike Recovery protect me from spike shedding?

Yes, the supplement is designed to protect from spike shedding.

Can I use Dr. Gessling’s Blood Sugar for type 1 or type 2 diabetes? 

Yes. Dr. Gessling’s supplement can be used for both types of diabetes.

Can I take melatonin with Dr. Schmidt’s sleep formula?

Yes, melatonin can be used with Dr. Schmidt’s sleep formula.

Can I schedule an appointment with a members of the Chief Medical Board? ( Dr. McCollough, Dr. Gessling, Dr. Amerling, etc?

The providers on the Medical Board are not available for consultations, but you will have a list of available providers to choose from when you sign up for a consultation.

I received a discount code. How do I use it?

When you go to your cart and then checkout, you will enter your code in the box at the top right of the screen labeled "gift card or discount code" and then click apply.

I previously cancelled my subscription but was still charged. Can I get a refund?

Yes, if you contacted Customer Service or cancelled your membership through the TWC app and was still charged a monthly membership fee, you will receive a refund of those charges. Please contact Customer Service during normal business hours.


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