Communication Policy

How we communicate

We may reach out to you to process orders, answer questions, share order updates, and send messages you have agreed to receive.

The communication method we use depends on your preferences, your order status, and the type of message we need to send.

Order verification calls

After an order is placed, we may call to confirm details and help protect against fraud.

We usually place verification calls between 9 a.m. and 8 p.m. in your local time zone.

Verification calls may be recorded for quality, training, and security purposes. If a call is recorded, we let you know at the start.

If we cannot reach you, we may leave a voicemail or send a text asking you to contact us.

We only discuss order information with you or someone you have authorized, and only as allowed by law and privacy rules.

Text messages

Text messages are used for order support, verification follow-up, payment reminders, and delivery issues. We do not send promotional texts.

If text updates are optional, you can choose whether to receive them during checkout. Declining optional texts will not cancel your order, and we can use email for required updates when available.

Message and data charges may apply from your mobile carrier.

Reply STOP to opt out, HELP for assistance, and START if you want to receive texts again and the required consent is in place.

Our texts do not include medicine names, and we may send one final confirmation message after an opt-out when supported by our messaging system.

Email communications

We use email for order processing, customer service, and optional marketing when you have agreed to receive it.

• Order emails may include confirmations, payment details, invoices, dispatch notices, tracking updates, and claim-related messages.
• Unsubscribing from marketing emails does not stop emails needed to complete an active order or resolve a claim.
• Marketing emails may include offers, newsletters, and educational content. You can unsubscribe at any time using the link in the email.
• Reorder reminders are sent only if you choose that option and may be stopped by contacting support.

Chat and support messages

You can contact our support team through live chat on our website or by email at support@chepmedsusa.com.

These channels are for customer support only. We do not sell medicines or send promotional offers through chat.

Please avoid sending sensitive health details in chat unless they are needed to resolve your question. If you need to share a prescription, use the upload option on the Track Order page or email it to us.

Chat availability and response times may vary.

How to spot suspicious messages

We want to help protect your account and personal information.

We will never ask you to share your password, one-time code, full card number, or bank login details through text or chat.

We also will not ask you to pay a customs fee through a link we send or to follow changed payment instructions from an unexpected message or call.

If a message seems suspicious, do not click links or share personal information. Contact us directly at support@chepmedsusa.com or +1 (256) 921-3690 to verify it.

Managing your preferences

You can change your communication preferences by contacting customer support.

Opting out of marketing messages does not cancel your order or stop messages needed to complete an active order or handle a claim.

If you turn off optional text updates, we will use email for necessary order messages when possible.

If you opt out of texts, we will only resume them if you later give the needed consent or request them again in a valid way.

Policy updates and contact

We may revise this policy from time to time to reflect changes in our services, communication methods, or legal requirements. The updated version will be posted on our website.

If you have a question, need help with your preferences, or want to raise a concern, contact Chep Meds USA at support@chepmedsusa.com or +1 (256) 921-3690.