Shipping & Fulfillment

Document control

MP-SHIP-BETA-1.0

Effective date

August 19, 2026 (private beta)

Last updated

August 19, 2026

This policy applies to prescription products arranged through Westward Science. The dispensing pharmacy—not Westward Science or the telehealth provider—fills, packages, and dispenses prescription medication.

1. Before an Order Can Ship

Submitting an intake form or payment does not guarantee shipment. An order can move to fulfillment only after:

• a licensed provider determines that a prescription is medically appropriate;
• the pharmacy receives and accepts a valid prescription;
• required payment is authorized;
• the delivery address is eligible; and
• any pharmacy verification is completed.

2. Processing and Delivery Estimates

Estimated processing begins only after pharmacy acceptance, not when you first submit an intake. At checkout or in the order confirmation, we will provide the expected processing and delivery timing available to us.

All dates are estimates unless expressly guaranteed. If we cannot ship within the promised time—or within the period required by applicable law—we will send an updated estimate and provide the delay choice or refund required by law.

Pharmacy acceptance, preparation, carrier transit, weekend and holiday handling, and cold-chain requirements are set by the dispensing pharmacy and disclosed in your order confirmation, pharmacy label, or fulfillment notice when they apply.

3. Where a Pharmacy May Ship

A dispensing Pharmacy may ship only to jurisdictions in which the treating provider and Pharmacy are authorized and the product may lawfully be delivered. P.O. boxes or forwarding services may be unavailable if prohibited by the Pharmacy or carrier.

Available service areas may change based on provider licensure, pharmacy licensure, product availability, and law. The live eligibility check—not a general marketing statement—controls.

4. Accurate Address and Changes

You are responsible for providing a complete, accurate delivery address and promptly reporting changes. Address changes are not guaranteed after the pharmacy accepts an order for preparation.

Contact care@malibuprotocol.com immediately if an address is wrong. We will seek to coordinate with the Pharmacy and carrier when that is within our contracted role, but patient-specific medication may not be replaceable or refundable after preparation or shipment if the error was caused by an incorrect address supplied by the customer, subject to applicable law.

5. Tracking and Delivery

When available, tracking information will be sent to the contact method on file. Delivery scans are controlled by the carrier. Some shipments may require adult signature or other delivery confirmation as disclosed at checkout or on the pharmacy label.

Do not allow medication to remain unattended beyond the pharmacy's handling instructions. You are responsible for securing medication from children, household members, and others for whom it was not prescribed.

6. Temperature-Sensitive Products

Follow the pharmacy's storage and handling instructions. Packaging, coolant condition, or exterior temperature alone does not establish that medication is safe or unsafe.

If a package is delayed, warm, frozen, damaged, leaking, or otherwise appears compromised:

1. do not use or discard it;
2. photograph the package, label, contents, and any temperature indicator;
3. isolate it safely and follow only the storage instructions on the label or provided by the Pharmacy; do not improvise refrigeration or freezing; and
4. contact the dispensing pharmacy using the number on the label, or care@malibuprotocol.com, promptly for a product-specific assessment.

Westward Science customer support cannot independently determine medication potency or safety.

7. Damaged, Incorrect, Missing, or Stolen Shipments

Report a damaged, incorrect, missing, tampered-with, or stolen shipment to care@malibuprotocol.com promptly after discovery. Any operational claim window must be disclosed at checkout and cannot waive latent-defect, product-safety, chargeback, or statutory rights. Include the order number and available photographs, but do not send sensitive medical information by ordinary email.

We will coordinate with the pharmacy and carrier. Replacement or refund eligibility depends on the facts, pharmacy policy, carrier investigation, and applicable law. A wrong medication, wrong strength, visible contamination, or tampering concern must be treated as a safety issue: do not use it and contact the pharmacy immediately.

Call 911 for a medical emergency. For urgent medication questions, contact the dispensing pharmacy or treating provider using the number in your care materials.

8. Returns and Disposal

Prescription medication generally cannot be returned or resold. Do not mail medication back unless the pharmacy gives specific instructions.

For disposal, follow FDA, pharmacy, or local take-back guidance. Do not share, resell, or transfer prescription medication.

9. Product Availability and Substitutions

Fulfillment is subject to pharmacy inventory and lawful sourcing. Neither Westward Science nor the pharmacy will substitute a medication, strength, or formulation without the clinical and patient authorization required by law.

If fulfillment is unavailable, Westward will coordinate an explanation when within its role. The entity responsible under the transaction schedule will provide any refund owed under the Payments, Subscriptions, Cancellation, and Refunds Policy.

10. Contact

• Fulfillment support: care@malibuprotocol.com
• Dispensing pharmacy: name, address, phone, and license information appear on your prescription label and fulfillment notice
• Carrier: use the tracking link provided with your shipment