FAQ

Saluvia is for adults who are experiencing health issues or want to improve or support their health and prefer to do so from the comfort of their home.

We take your privacy and the security of your information very seriously. We’ve designed the Saluvia platform to comply with all relevant privacy laws and have implemented strict security protocols to protect your information. Please read our Privacy Policy for more details.

Saluvia is the healthcare company that powers Saluvia. We are a direct-to-consumer telehealth company that handles everything from diagnosis to the convenient delivery of medication. Learn more about Saluvia.

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All of the doctors and nurse practitioners on the Saluvia platform are US-licensed healthcare professionals. Each doctor or nurse practitioner undergoes an extensive background check and license verification process. When you message or talk with a doctor or nurse practitioner on the Saluvia platform, you can see their resume, medical license, and credentials any time you want. Just click on their name in the messaging thread in your account and take a look. Saluvia also has a medical advisory board that includes a former Surgeon General, world-renowned clinical directors, and medical leaders in fields including psychology, relationship counseling, men’s health, sexual health, neurology, pulmonology, male infertility, addiction, urology, pathology, and family medicine. Learn more about our medical advisory board here.

Saluvia provides services to members in all 50 states and Washington, D.C. However, service availability varies by state, and certain treatments or programs may not be offered in every location. At this time, we are unable to serve individuals residing outside the United States, including the American Territories such as Puerto Rico and the U.S. Virgin Islands.

In order to receive treatment through Saluvia, you need to have seen a healthcare provider within the last three years. If you haven’t seen a healthcare provider in the past three years, you’re not a good fit for Saluvia’s service.

Saluvia is a complement to—not a replacement of—your primary care provider (PCP). It’s important to keep your PCP and any other healthcare providers involved in your care up to date with your care through Saluvia. You can head to your account and message the medical support team any time you want to share your medical information with your PCP or other healthcare providers.

Yes. Saluvia has built telemedicine technologies to enable doctors and nurse practitioners to practice medicine and take care of patients remotely. Every doctor or nurse practitioner you interact with is licensed to prescribe medicine and treat patients in your state. If you have feedback about the platform or a complaint regarding a doctor or nurse practitioner on the Saluvia platform, please contact us.

Yes. Telemedicine is safe and effective—as long as patients answer questions truthfully, accurately, and completely. It’s also important that you only upload pictures of yourself and your ID (not someone else’s) and that you take those pictures during the online visit. Healthcare professionals can only be effective when they have accurate, current information about your case—both in telemedicine and in-person visits. Doctors and nurse practitioners on the Saluvia platform depend solely on the information you provide during your visit and via secure chat, phone, or video. They have no way of externally verifying the information you provide. In addition, if prescribed medicine, it’s necessary to read the personalized treatment plan your doctor or nurse practitioner sends you before taking any medication. Only by reading this information in its entirety and fully understanding the content can you adequately weigh the risks and benefits of the treatment.

After your online visit, a doctor or nurse practitioner will complete their initial review of your medical history within 24 hours. If you’ve been waiting longer than this, please email care@www.saluvia-test.hvoute.com and we’ll take care of it.

After you’ve finished your initial online visit and a doctor or nurse practitioner has decided you’re a good candidate for telemedicine, you can speak with a doctor or nurse practitioner via messaging, phone call, or a video conference any time you like.

In case you need to meet or follow up with an in-person physician outside of the Saluvia-affiliated network, there are a few resources you can use to find one: - To find a Primary Care Physician: Zocdoc - To find a Federally Qualified Health Center: HRSA health center finder These sites are not affiliated with Saluvia, nor are the physicians that appear in searches using these sites. Please contact their offices directly to make an appointment, to confirm insurance coverage, or to ask any other questions.

It depends. Telemedicine laws vary by state. A small number of states require a provider and patient to chat via video. If you live in one of those states, after your initial online visit, a doctor or nurse practitioner will reach out to set up a convenient time to chat.

You do not need to already have a prescription or a referral to use Saluvia. The doctors and nurse practitioners on the Saluvia platform will write a prescription if they deem it safe and appropriate for you after your online visit.

If you choose our pharmacy network, we’ll ship your treatment to you in our discreet packaging. We offer free shipping on every order, as well as customer support 365 days a year. You can always choose your own pharmacy, although Saluvia cannot guarantee the pricing of the medications processed outside of our pharmacy network. It’s also important that your pharmacy is able to receive e-prescriptions and that it’s part of the Surescripts Network (the Surescripts Network includes 95% of pharmacies across the country).

Your doctor or nurse practitioner will need to confirm your identity before treating you via telemedicine. In order to confirm your identity, we need two photos: 1. A photo of your government-issued ID Must include: – First & last name – Photo – Date of birth – ID expiration date (cannot be expired) 2. A clear photo of your face Cannot include: – Sunglasses, hats, or other facial obstructions – Family photos – Filters – Pictures of a picture We’ll use these photos only to confirm that the pictures match each other. If you have any questions about how to upload your photos, please email care@www.saluvia-test.hvoute.com.

In an emergency, please call 9-1-1 immediately.

In most cases, your online visit is free.

The cost of your treatment depends on the type and amount of product or medication you receive. Please visit the Pricing page to get more information.

You’re only charged for the medication after a doctor or nurse practitioner has approved a personalized treatment plan.

Services, products, and medications offered through Saluvia are not covered by insurance.

You can easily pause or cancel your order by visiting our Contact Us page. - Turn off automatic shipping: You can stop future orders from shipping automatically by turning off your auto-refill. - Delay shipping: You can change your automatic shipment date by delaying your auto-refill. - Cancel a processing order: If your order is currently processing, please contact us as soon as possible. Our Care Team will try to assist you as quickly as possible. - Cancel a shipped order: Once your order is shipped, we cannot return it. But if you believe there's been an error in filling your prescription, please contact us. Our Care Team is happy to assist you.

Unfortunately, we cannot accept returns of prescription products for reuse or resale, and all sales are final. However, if you feel we have made an error in the filling of your prescription, please contact us.

Signatures are not required upon delivery, for the convenience of our members.

Once your order is shipped, you will receive an email link to track your shipment. Orders are only able to be shipped on weekdays; orders placed after 5:00 PM will ship the next day.

We currently accept Visa, Mastercard, American Express, Discover, and PayPal. Additionally, if you are using your phone or tablet to sign up, we accept Google Pay and Apple Pay. Please note: Google Pay is only available when using an eligible device and Google Chrome as your internet browser. Apple Pay is only available when using an eligible device and Safari as your internet browser We do not accept HSA/FSA cards at this time. However, you can always submit a detailed receipt after your purchase to your healthcare provider.