Delayed Shipments
Shipping delays can occur due to:
Weather disruptions
Carrier backlogs
High shipping volume
Routing changes
If your tracking information has not updated for several days, the carrier may be able to provide additional details.
Package Marked Delivered but Missing
If your shipment shows “Delivered” but you cannot locate the package:
Check Tracking Details: Review the tracking information provided by the courier to confirm the delivery status and location. Some couriers may include a delivery photo or specific drop-off details.
Inspect Common Delivery Areas: Look around your residence, including porches, mailboxes, lobbies, package rooms, or behind furniture and planters.
Ask Neighbors or Building Staff: Check with neighbors, household members, or building management to see if someone accepted the package on your behalf.
Look for Delivery Notices: Check for any delivery notices that might indicate an alternate pickup location or instructions.
Carriers occasionally mark deliveries early.After filing a claim, notify Maximus support to assist with the next steps:
Provide Claim Confirmation: Share the claim details or confirmation number with the support team.
Verify Shipping Information: Confirm that your shipping address on file is correct to avoid future delivery issues.
Request a Replacement: Maximus will coordinate with the pharmacy to process a replacement shipment once the claim is verified.If the package is still missing after completing the above steps, you may need to file a claim with the courier. Here’s how to do it for UPS:
Visit the UPS Claims Page: Go to the UPS website and navigate to the claims section.
Enter Tracking Information: Provide your tracking number and follow the on-screen instructions to start a claim.
Submit Required Details: Fill out the claim form with all necessary package details, including the delivery address and description of the issue.
Save the Confirmation: Keep a copy of the claim confirmation or claim number for your records.
Damaged Packages
If your package arrives damaged:
Take a photo of the package
Keep the packaging materials
A support specialist can help investigate the issue
Medication safety is always the priority.
Returned Shipments
Packages may be returned to the pharmacy if:
The address was incorrect
Delivery attempts failed
The carrier could not complete delivery
Updating your address in your portal helps prevent future delivery issues.
For how prescriptions are prepared and sent, see [Prescription Fulfillment & Shipping]. For typical delivery timelines and tracking, see [Shipping & Tracking].For detailed steps on locating a missing package, filing claims, and contacting support, refer to the "Package Marked Delivered but Missing" section.