Patient Frequently Asked Questions
Timeline
How long does the process take from start to finish?
The average patient receives their prescription at their door within 10–15 days. Here’s the typical timeline breakdown:
- Intake Review: 24–48 hours by a licensed physician
- Follow-Up (if needed): Additional 24–48 hours
- Prescription Approval & Pharmacy Processing: 3–5 business days (at the moment our pharmacies do not process orders Friday-Sunday)
- Shipping: 2–6 business days via temperature-controlled delivery
Please note, in states that require a phone or video consultation, approval may take an additional 5–7 days. If you choose a video or phone visit in the intake form, you will receive a link to schedule your appointment in approximately 24-48 hours.
Intake Form
Will a licensed doctor review my intake form?
Yes. Every intake form is reviewed by a board-certified physician.
How long does it take for a doctor to review my intake form?
Intake forms are typically reviewed within 24–48 hours. If more information is needed, expect a follow-up within that timeframe.
Am I able to speak to a doctor once I submit my qualifying questionnaire?
Yes. While submitting your intake form, you’ll have the opportunity to ask the doctor any questions directly within the form itself. If you’d prefer a video or phone consultation, you can select those methods during the intake process. Please note that scheduling a live consultation can add time to your approval.
You can also communicate with your provider through email, text, or your patient portal under the “communication” tab. We kindly ask that you submit all your questions at once, as each response may take up to 24 hours. Additionally, some states require a phone or video consultation by law, which may extend the prescription approval process by 5–7 days.
Medication & Prescription
Where does my prescription come from?
Prescriptions are fulfilled by our partner pharmacies and shipped directly to your home.
Will I be given my prescription to take to my pharmacy?
No. All prescriptions are generated by Ness physicians and fulfilled through our mail-order pharmacy partners.
What if I have questions or concerns about the medication or dosage prescribed?
There are several ways you can communicate with us. As a patient, you will be receiving both email and SMS communications which you can respond back to. You can also call or text our support team at (844) 357-3601. Or you can reach out via your patient portal and a licensed clinician will review your concern and respond within 24-48 hours.
Where can I view my prescription and communication history?
Log in to your patient portal to access everything in one place. You can view your timeline, prescriptions, messages, dosage instructions, and more. For exact prescription details and dosage instructions, scroll to the bottom of the “Overview” tab in your case or view/download them under “Documents.” To review your full communication history or send a message to the care team, click the “Communications” tab.
Patient Portal
How do I access the Patient Portal?
You can access the Patient Portal by clicking “Account” at the top of the Ness website — it will redirect you to the login page. Or, go directly to https://careglp.carevalidate.com/login. Enter your email and password to log in. If you don’t have a password yet, click “Forgot Password” to set one.
What can I use the portal for?
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- Manage profile & intake forms
- See case timeline and status
- View current prescriptions
- Communicate with your medical team
- Update personal information
- Review patient education documents & side‑effect guidance
I forgot my password, what do I do?
No problem! Just head to this link and we’ll email you instructions to reset your password.
Is my personal information secure?
Yes. All personal and medical data is kept confidential in accordance with HIPAA and industry security standards. Please review our Privacy Policy for more details.
Payment & Billing
What is the cost of Ness medication?
Pricing varies depending on the medication, dosage, and bundle selected. Medication pricing is listed on each product’s individual page. Listed prices include telehealth consultations with your doctor, a personalized treatment plan, a monthly prescription for medication, shipping right to your door, and email and phone support.
Are there any hidden or additional fees?
There are no additional or hidden fees. Each medication product page explains what is included for each month.
Can I pay with an HSA or FSA card?
Yes, we accept both FSA and HSA cards.
Do you accept insurance?
Ness does not accept insurance. To keep costs accessible, we strive to offer fairly priced compounded medications that provide the same benefits as branded options to support your wellness journey.
Do you offer discounts or referral codes?
Yes! You can enter a referral or promo code in the payment section of the intake form.
Do you offer refunds?
Refund eligibility depends on the status of your order. Because our products are prescription-based and customized to each individual, we’re unable to offer refunds after an order has been shipped. To request a refund, please contact our customer service team at support-careglp@carevalidate.com within 10 days of the original purchase or receipt of the product.
Why do you take my credit card information before I’ve been approved?
While you provide your credit card information, you will NOT be charged for your prescription until you are approved by our licensed physician. In an effort to provide quick and easy service, having your credit card details completed will expedite prescription fulfillment and medication shipping once approved. You won’t need to go back in and check out.
If your prescription is not approved, your card won’t be charged. If you’re approved but choose not to continue, you’ll only be charged the medical review application fee.
Is my card information saved? Will I be auto-charged each month?
While your payment information is securely stored for your convenience, we do not have a subscription service and do not auto-charge your card monthly. You need to submit your GLP-1 check-in form to refill your prescription with the doctor each renewal period before we charge your card.
I'm experiencing a card error or need to update my card. What should I do?
We will send you a new payment link if you receive a card error.
What if I buy a bundle and I am not approved, the physician wants to switch medication, or I change my mind?
You won’t be charged until your application is approved by a Ness physician. If the doctor recommends a different medication or bundle, our care team or provider will contact you for approval before any charges are made. If you’re not approved, you won’t be charged at all. If you change your mind or want to cancel, you will be refunded the balance minus any medical reviews. Refund eligibility on processed prescriptions depends on order status.
Shipping & Delivery
Where is my package?
Once approved, your prescription is typically shipped within 5-7 days, ensuring a consistent monthly supply for uninterrupted treatment. You can track your shipment via the tracking link sent to your email/sms.
Can I expedite my shipping?
No. Most orders already ship via overnight delivery.
I need to change my delivery address. What should I do?
You can update your address directly in your Patient Portal under your account settings. If your order has already been placed, please contact support as soon as possible to request an address change before the package ships.
Do I need to be home to sign for my delivery?
No, a signature is not required. However, if you are receiving GLP-1 medication, we highly recommend someone should be available to receive your temperature-sensitive package.
What if my package is stolen or doesn’t arrive?
Contact support within 48 hours and we’ll help resolve the issue promptly. Please be prepared to provide proof that the package was lost or stolen.
My package arrived damaged or the medication doesn’t look right—what should I do?
Contact support immediately and include photos. We’ll investigate and offer a resolution.
My GLP-1 medication arrived warm or no longer cold—is it still safe?
Most medications are stable at room temperature for short periods. Check the medication guide or contact support to confirm. You can also see pharmacy-specific delivery and packaging information here.
Medication Use & Instructions
I’m unsure about my dosage—where can I find it?
You’ll receive dosage instructions via email once your medication is approved by the doctor.
Instructions may not be printed directly on the medication vial, so be sure to check the prescription box and any enclosed packaging for additional guidance.
For the most accurate information:
- Log into your Patient Portal
- Go to your case and scroll to the bottom of the “Overview” tab to see dosage instructions
- Or view/download your prescription under the “Documents” tab
If you’re still unsure, contact our care team for help before injecting.
How do I take GLP-1 injection and oral medications?
Injections: These are taken once weekly via a subcutaneous injection. Your prescription will arrive with everything you need—syringes, alcohol wipes, and clear step-by-step instructions. Please refer to our educational videos for How-To for guidance on subcutaneous injection.
Oral medications: These are taken once daily on an empty stomach with no more than 4 oz of water. For best absorption, wait at least 30 minutes before eating, drinking, or taking other medications.
Are the syringes pre-filled?
No. You will draw your prescribed dosage from a vial before each injection. Make sure to read your prescription carefully. Here is some helpful terminology:
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- mg refers to the medication dose
- mL refers to the liquid volume
- Units refer to the amount you draw into your syringe based on your prescribed dose
How long will my medication last?
This depends on your dosage. Supply length is detailed in your prescription info in the portal.
How do I take sexual health or hair growth medications?
You’ll find exact directions in your prescription box when it’s shipped to you, as well as in your patient portal where your prescription is listed. Here are general guidelines:
Sildenafil: Take one dose as directed by your doctor, about 30–60 minutes before sexual activity. Do not take more than one dose per day.
Tadalafil: Typically taken once daily or as needed at least 30 minutes before activity. It may remain effective for up to 36 hours. Do not exceed one dose per day.
Hair Growth Topicals: Apply daily to the affected areas of your scalp.
If you have any questions, our support team is here to help.
What side effects are normal?
Side effects vary by medication. Common ones may include nausea, diarrhea, fatigue, headache, or injection site irritation. For GLP-1 medications, we encourage patients to order an anti-nausea medication like Zofran while completing the weight loss intake form, so you have it on hand if nausea occurs. You can view a full list of side effects in the patient portal or here.
What if I experience injection site irritation?
This can happen occasionally. Try rotating injection sites and applying a cold compress. If symptoms persist, message our care team.
Who do I contact with non-urgent medical questions?
There are several ways you can communicate with us. As a patient, you will be receiving both email and sms communications which you can respond back to. You can also call or text our support team at (844) 357-3601. Or you can reach out via your patient portal and a licensed clinician will review your concern and respond within 24-48 hours.
What should I do in case of an emergency?
Call 911 or go to your nearest emergency room.
Refills & Bundles
How do I request a renewal?
You’ll receive an email reminder 15 days before your prescription period ends with a link to complete your monthly check-in form. This form is required in order to receive a prescription refill. We recommend submitting it promptly to ensure your renewal is reviewed and fulfilled in time for uninterrupted treatment.
What if I want to adjust or change my prescription?
During renewal, you can request a change in dosage or medication in your monthly follow-up questionnaire. If you’d like to make changes earlier, submit a message via email, text, or your patient portal under the “communication” tab.
Can I bundle my sexual health or hair growth medication with my GLP-1 prescription?
Yes—and we highly encourage it to help you save money. Simply complete the corresponding sexual health or hair growth intake form and indicate that you’re already a weight loss patient.
How do I get a 3- or 6-month GLP-1 bundle?
You can select a bundle option during your initial intake—just be sure to share proof of a previous prescription so we can provide a smooth transition to Ness.
If you’re an existing Ness patient, you may request a 3- or 6-month bundle once you’ve reached a stable dose. This request can be submitted through your monthly check-in form or by contacting our support team via email or text. All bundle requests are reviewed by your Ness provider to ensure safety before approval.
Contact & Trusted Partners
How can I reach customer service?
You can reach us at any of the following options:
- Email: support-careglp@carevalidate.com
- Call/Text: (844) 357-3601
- Submit a support ticket here
Hours:
Weekdays 9AM–5PM EST
Weekends (chat/email only)
Is there a direct line to my doctor or nurse?
There are several ways you can communicate with us. As a patient, you will be receiving both email and sms communications which you can respond back to. You can also call or text our support team at (844) 357-3601. Or you can reach out via your patient portal under the “communication” tab and a licensed clinician will review your concern and respond within 24-48 hours. In an emergency, call 911.
How do I reach Ness-specific support?
You can reach a Ness team member by calling or texting (214) 225-0159.
What is CareGLP?
CareGLP is the digital health platform that powers Ness. It connects you with licensed, board-certified medical providers and handles your intake, prescriptions, and medication delivery.
Who is your medical team?
We are supported by Beluga Health, a team of medical professionals operating across the country and certified in all 50 states to practice medicine. Please make sure you check to see our shipping availability for your state.
Medical Provider:
Beluga Health
Director: Dr. Jonah Mink
Phone: (618) 740-4204
Additionally, we are supported by the following doctors:
Dr. HirenKumar Italia – NPI: 1487815387
Dr. Ana Lisa Carr – NPI: 1689841744
Who are your pharmacy partners?
We are partnered with the following pharmacies to bring the best product and overall experience to our patients. We speak with our pharmacies weekly to discuss any product shortages, shipping delays, and get updated reports on their medication testing.
Belmar Pharmacy
Phone: (800) 525-9473
231 Violet Street, Suite 140 Golden, CO 80401
Strive Pharmacy
Phone: (480) 626-4366
1275 E Baseline Rd #104
Gilbert, AZ 85233
Epiq Scripts
Phone: (833) 654-3553
Email: admin@epiqscripts.com
Casa Pharma Rx
Phone: (877) 937-6868
12855 Capricorn St, Stafford, TX 77477