Frequently Asked Questions

General

How does Nova Health work?

Getting started is simple. Complete our secure online medical consultation, which will be reviewed by one of our licensed healthcare providers. If treatment is appropriate, your prescription will be sent to one of our partner pharmacies for dispensing and delivery straight to your door.
Do I need to visit a doctor in person?

No. Nova Health is a telehealth service, allowing eligible patients to complete their consultation online. Our licensed healthcare providers review every consultation individually and prescribe medication only when clinically appropriate.
Am I guaranteed to receive a prescription?

No. Every consultation is reviewed by a licensed healthcare provider. If the requested treatment is not suitable for you, a prescription will not be issued, and your provider may recommend an alternative option or advise you to seek in-person care.

Shipping

How long does shipping take?

Once your prescription has been approved and dispensed, most orders arrive within 1–4 business days, depending on your location.
Which states do you ship to?

Nova Health currently ships to 48 eligible U.S. states. Unfortunately, we do not currently serve residents of California or South Carolina.
Is shipping free?

Yes. Standard shipping is included with every eligible treatment program at no additional cost.
Which pharmacy fills my prescription?

All prescriptions are fulfilled through Rush Pharmacy, our trusted pharmacy partner. Once approved by a licensed medical provider, your medication will be processed and shipped directly to your address.
Who provides your medical services?

Nova Health works with LocumTele, our licensed provider network. Their qualified healthcare professionals review patient information, provide medical consultations, and determine treatment eligibility when appropriate. You can see more about them at https://locumtele.org/

Treatment

What is included in my treatment program?

Your program typically includes:


  • Online medical consultation

  • Review by a licensed healthcare provider

  • Prescription medication (if approved)

  • Medication supply for your treatment period

  • Free shipping

  • Ongoing provider support through your patient portal
Where do your medications come from?

All prescription medications are dispensed by licensed U.S. pharmacies that meet applicable state and federal regulatory requirements.
How quickly will I see results?

Results vary from person to person and depend on the prescribed treatment, your medical history, and whether you follow your provider's recommendations. Your healthcare provider can discuss what to expect based on your individual treatment plan.
Can I cancel my subscription?

Yes. You can manage or cancel your subscription before your next billing cycle. Once an order has been processed or shipped, it cannot be cancelled.
Do you accept returns or refunds?

Because prescription medications cannot be resold or reused, we are unable to accept returns or offer refunds on dispensed medications. If there is an issue with your order, please contact our support team and we'll work to resolve it as quickly as possible.

Support

How do I contact my healthcare provider?

You can securely message your healthcare provider through your Nova Health patient portal throughout your treatment via this link

How do I contact customer support?

Our customer support team can assist with questions about your order, billing, shipping, or account. Simply contact us through the website or email our support team, and we'll respond as quickly as possible.
Is my personal information secure?

Yes. Protecting your privacy is a top priority. Your personal and medical information is handled using secure systems designed to comply with applicable privacy and healthcare regulations.

Eligibility

Who can use Nova Health?

Nova Health provides telehealth services to eligible adults residing in the states where we operate. Eligibility is determined through an online medical consultation reviewed by a licensed healthcare provider.
Can I use Nova Health if I take other medications?

Possibly. Be sure to list all medications and medical conditions during your consultation so your healthcare provider can determine whether treatment is appropriate for you.
Why was my consultation declined?

There are several reasons why treatment may not be appropriate, including your medical history, current medications, or other clinical considerations. Your provider's decision is made with your safety as the highest priority.