Where is my order?

We understand you're excited to receive your treatment and begin your weight loss journey with Voy.

If you're ever unsure when your order will arrive, here's how to track your order:

Tracking Your Order

You can track your order from your account or by using the tracking links sent to the email address on your account. 

1. From your account

• Manage plans and order: Here you can see whether your subscription is active, pending or cancelled. If your subscription is active, click on your treatment. On the next page you'll be able to see your 'Current order', click 'Track' to see the details of your delivery.
• Order History:  Here you'll be able to see the statuses of each order and track your previous orders using the 'track delivery' button. 

2. From the 'your order has been dispatched' email

• Tracking Email: You'll receive an email from Voy and our delivery partner with a tracking link. This email typically arrives in the evening, so don't worry if you haven't received it before 5 pm.
• Direct Tracking: You can also track your order directly on the Royal Mail tracking page. Use the 'Track your order' button in your email.

3. From the App

• Open the Voy App and click on the "Plan" Tab
• Find your most recent order and click on "Track Order", here you will be able to see the tracking status of the order and track where the order is.

For First-Time Orders

If you've not received your first order, the thing to do is check your order has been approved.

You can check if your order has been approved from the Medical Team messages on your account from the Support Page. If your order has been approved you'll see a message from our Clinical Team confirming your approval. You will have also received an email from us, letting you know that your order has been approved.

If you've not been approved yet, you might also see a message from the Clinical Team with follow-up questions as part of your eligibility check. Please use the text box provided to reply to the Clinical Team. 

You can also check the status of your order under Manage Plans and orders from your Account page or Order History. 

If You Haven't Received Tracking Information

If it's been more than two days since your order was approved:

• Check your spam/junk mail folder for the tracking details.
• Check the status of your order from your account
• Contact customer support via livechat on your account or [e-mail]

What does each status mean?

• Pending: Before your order is approved by a clinician, your order will be pending
• Approval: Our Clinicians review and approve your treatment.
• Processing order: Our Pharmacy Team prepares and packs your order - these orders can no longer be amended
• With courier: Your order has been collected by our delivery partner and is on it's way to you, or has been delivered

Remember, we're committed to getting your treatment to you as quickly and efficiently as possible. Your journey to better health is important to us, and we're here to support you throughout the process.