Frequently Asked Questions

We do not accept insurance. All payments are made directly by the patient.

We accept HSA and FSA cards. Upon purchase you will receive a standard receipt. If your HSA/FSA provider requires additional paperwork, forms, codes, or physician notes beyond a receipt of purchase, we are unable to provide those documents.

We only provide a receipt of purchase. For most HSA/FSA accounts, this is sufficient. If your HSA/FSA provider requires additional paperwork beyond a simple receipt, we are unable to fulfill those requests.

Most medications are refrigerated and will arrive in a cold pack. Once removed from refrigeration, medications remain stable for up to 4 days at 107°F and up to 7 days at room temperature. As an extra precaution, we encourage all patients to refrigerate their medications at all times — the refrigerator is a cleaner and more sterile environment.

All packages must be inspected within 48 hours of delivery. If there are any issues with your medications — such as damage, incorrect items, or temperature concerns — please email us at info@firma.care within 48 hours of delivery.

Patients are expected to inspect packages upon delivery and report any delivery or product issues within 48 hours to info@firma.care. Reports submitted after this window may not be eligible for resolution.

Our full refund policy is available on our Refund & Return Policy page. Please review it for complete details on eligibility and the process for requesting a refund.

To request your medical records, please submit your full name, date of birth, and phone number to info@firma.care. Please allow at least 30 days to process the request. There is a $99 physician fee for official medical records.