Refund & Cancellation Policy

Effective date: July 7, 2026

At Elsie, we want every patient to feel confident and cared for. Because our medications are prescription products, reviewed and prescribed by a licensed physician and compounded specifically for each patient, our refund policy works a little differently than a typical retail return policy. Here is how it works.

How billing works

When you check out, your card is authorized but not charged. You’re only charged once a licensed physician has reviewed your intake and written your prescription, which typically happens within 24 hours. If a prescription is not written within 7 days of checkout, your authorization is automatically released and you are never charged.

Before your prescription is written

You can cancel your order at any time before a physician writes your prescription, at no cost, since you have not yet been billed. Contact us at hello@tryelsie.com or through your patient portal at patient.tryelsie.com and we will cancel your order right away.

Once your prescription has been written

Once a physician has written your prescription and your payment has been processed, your medication is compounded specifically for you at our pharmacy. Because it is prepared for your individual use, federal law prevents pharmacies from accepting returns of dispensed prescription medication, and we’re not able to issue a refund simply because you’ve changed your mind. This is standard practice across pharmacies and telehealth providers, not unique to Elsie.

If your prescription has been written but hasn’t shipped yet, contact us as soon as possible. We may be able to pause the order before it reaches the pharmacy.

When we’ll make it right

If something goes wrong with your order, whether that’s on our end or something that happens along the way to your door, let us know. Depending on the situation, we’ll offer a replacement, a partial refund, or a full refund. Every situation is reviewed individually, and we would rather make things right than lose you as a patient.

If you’re ever charged in error, including a duplicate charge, contact us and we’ll correct it right away.

90-Day Money-Back Guarantee

We want you to feel comfortable giving treatment a real try. If Elsie isn’t the right fit, you can request a full refund of what you’ve paid, subject to the terms below.

Try it for 30 days first. Refund requests under this guarantee are available from day 30 through day 90, counted from your purchase date — this gives your treatment a fair chance to work for you.
What you get back. A full refund of all charges on your account. Because your medication is compounded specifically for you, it cannot be returned (federal law, all pharmacies) — the guarantee refunds your money; it is not a product return.
Your subscription ends. Requesting a money-back refund cancels your subscription.
One per customer. The guarantee can be used once.
Not included: the 6-month plan is not covered by this guarantee.

Everything else in this Refund & Cancellation Policy continues to apply. Individual results may vary; Elsie does not guarantee specific medical outcomes.

Subscriptions

Elsie subscriptions renew automatically on a 30-day, 90-day, or 6-month cycle. You can cancel your subscription at any time by contacting support. To avoid being billed for the next cycle, cancellation requests must be received at least 72 hours before your next billing date. Once your order for a cycle has been processed and shipped, that cycle is not refundable, per the policy above.

You can also request to pause your subscription instead of cancelling it. Because your prescription is valid for a limited period, pausing for an extended time may require a new physician review before treatment resumes.

Questions?

We’re here to help. Contact our support team at hello@tryelsie.com, or message us directly through your patient portal at patient.tryelsie.com.

Castlewood Telehealth Services LLC (operating as Elsie)
30 N Gould St, STE R, Sheridan, WY 82801