Shipping and delivery
Two lines, two very different delivery models. Telehealth medication ships from a licensed pharmacy to your home. Research materials ship cold to a verified institutional address.
Last updated 14 August 2026
Telehealth medication
Prescription orders
All amounts in USD| Ships from | A licensed US pharmacy |
| Ships to | US residential and mailing addresses, in states where Xilo operates |
| Dispatch | 1 to 2 business days after a prescription is written |
| Transit | 2 to 5 business days |
| Cost | Included in the plan price |
| Tracking | Emailed at dispatch |
| Packaging | Plain outer packaging with no clinical branding |
| Signature | Not required unless the medication requires it |
Nothing ships before a licensed provider has reviewed your laboratory results and written a prescription. An order placed today does not dispatch today, and any service promising that in this category is skipping the step that makes it safe.
Research materials
Institutional orders
Verified buyers only| Ships to | Verified institutional addresses only. No residential delivery. |
| Dispatch | 1 to 3 business days after the account is verified and the order is confirmed |
| Transit | 1 to 3 business days domestic |
| Condition | Ambient with cold pack, lyophilised, sealed glass vial under inert headspace |
| Documents enclosed | Certificate of analysis, chromatogram, mass spectrum, safety data sheet |
| International | Case by case. The buyer is importer of record. |
| Cost | Quoted with the order |
Import rules for research chemicals vary by jurisdiction. Tell us the destination in your request and we confirm whether we can ship there before you order, rather than after customs has your parcel.
When a delivery goes wrong
If tracking has not moved for three business days, or the parcel is marked delivered and is not there, write to support@tryxilo.com. We open a carrier trace the same day. If the parcel is lost we replace it, or refund it in full if you would rather not wait.
If a research shipment arrives warm, with a breached seal, or with documentation that does not match the vial label, do not use the material. Photograph it, tell us, and we replace the lot.
Address changes
An address can be changed up to the point of dispatch. After dispatch it is with the carrier, and for prescription medication we cannot reroute it. Check the address on your account before a refill is due.