Fulfillment for New Patients

I missed my pickup date. How do I reschedule my order?
Due to state regulations, all orders that are not picked up from the pickup location on the confirmed date must be returned to our Austin facility that night. If you missed your pickup, please call us at 512-614-0343 to reschedule. Your order will not be available at the pickup location on another date unless we reschedule it for you. 
What do I do if I want to change, cancel or update my order?
If you would like to update your order, please call us at 512-614-0343. Please Note: We do NOT receive messages sent to us via text message. 
My doctor has approved my prescription – What are my next steps?
Your prescription has been entered into the Compassionate Use Registry. To place your first order, shop online or call us at 512-614-0343.
What products are available to choose from to fill my prescription?
Your prescription will list which formulation and product your doctor is prescribing. All of our products and flavors by formulation are available on our website at www.texasoriginal.com/shop/.
How long does it take to fill and where can I pick up my prescription?
Orders must be placed by 4 pm if you are picking up at our South Austin dispensary. For all other pick up locations, orders must be placed by 4 pm the previous business day you are planning to pick up your prescription. We recommend placing pickup orders 24-48 hours in advance and deliveries up to 14 days in advance.
How do I get a refill on my medication?
If your doctor has allocated refills on your prescription, you can place an order online or call 512-614-0343. If your prescription has expired, please contact your prescribing doctor. After your doctor has entered your new prescription, please notify us and we will get it ready for you. 
What time do I need to place my order for pickup at the South Austin Dispensary?
All orders for same-day pickup at the South Austin Dispensary must be placed by 1 pm that day. 
What time do I need to place my order for pickup at one of your pickup locations outside of Austin?
All orders for next-day pickup at one of our pickup locations must be placed by 4 pm the day before you plan to pick up.  
Can I walk in and place my order for pick up at your South Austin Dispensary?
We recommend placing your order in advance to ensure that our team has your medicine prepared upon your arrival. Placing your order ahead of time will allow for a quick, easy pickup and check out. If you do decide to walk in and place an order, please note that your order will be placed in the queue and to be prepared as quickly as possible.
How do I place an order on a Saturday or Sunday?
Visit our store to place an order or leave us a voicemail and we will return your message during our customer service hours. All orders placed after customer service hours will be reviewed the following business day. Once your order is reviewed and confirmed, you will receive a text message with details pertaining to your order.
Do I need to be home for delivery?
Yes. We require a valid ID for all patients upon receipt of the medicine. If someone is picking up or accepting delivery for you, you must have your physician add them as a caregiver. They will also need to provide ID upon receipt.
What does home delivery cost?
Texas Original offers free home delivery. The order minimum to receive a home delivery is $200. Orders below $200 can be picked up from one of our convenient locations across Texas.
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