Refund policy
Last Modified: August 21, 2026
This Refund, Cancellation, Return, and Replacement Policy (“Policy”) governs purchases and payments made through the services and platform operated by Third Ave LLC, a Delaware limited liability company doing business as THIRD AVENUE (“THIRD AVENUE,” “we,” “us,” or “our”).
1. Role of THIRD AVENUE
THIRD AVENUE provides nonclinical administrative, technology, payment, and customer-support services. Medical services are provided by independent licensed healthcare providers, and prescription products are dispensed by independent licensed pharmacies.
THIRD AVENUE does not diagnose medical conditions, determine whether a treatment is medically appropriate, prescribe medication, or control a pharmacy’s dispensing decisions. All clinical and prescribing decisions are made exclusively by licensed healthcare providers exercising their independent professional judgment.
2. Payment and Clinical Review
When you submit an initial treatment request, your designated payment method will be charged for the amount displayed at checkout before your request is reviewed by a licensed healthcare provider.
Payment does not guarantee that you will be approved for treatment, receive a prescription, or receive any particular medication, dosage, formulation, or treatment plan.
If the reviewing provider determines that the requested treatment is not medically appropriate and does not issue a prescription, the full amount paid for that treatment request will be refunded to your original payment method.
If the provider recommends a materially different treatment, medication, formulation, or price, the alternative treatment will not be processed without your affirmative acceptance. If you decline the proposed alternative and no prescription is issued, the full amount paid for the original treatment request will be refunded.
3. Payment Processing
All credit card, debit card, and other monetary transactions on or through the Services are processed through a secure online payment application provided by THIRD AVENUE’s third-party payment processor, Stripe (“Payment Vendor”). The Payment Vendor securely processes, stores, and manages customer payment information in accordance with its applicable security standards and legal obligations to protect against unauthorized access.
THIRD AVENUE’s relationship with the Payment Vendor is contractual, and the Payment Vendor operates as an independent third-party service provider. Nothing in this relationship shall be construed as creating a fiduciary, franchisor-franchisee, agent-principal, employer-employee, partnership, joint-venture, or similar relationship between THIRD AVENUE and the Payment Vendor.
When you submit an order or treatment request, you authorize THIRD AVENUE and the Payment Vendor to charge your designated payment method for the amount disclosed at checkout, including any applicable taxes and shipping or handling charges. If you enroll in a subscription, you also authorize the recurring charges disclosed at checkout until the subscription is canceled in accordance with this Policy.
4. Incomplete Intakes and Pending Treatment Requests
Following payment, you will be directed to complete the clinical intake process required for review by a licensed healthcare provider.
If you do not complete the required intake, your treatment request will remain pending, and the payment already collected will remain applied to that pending request. Failure to complete the intake does not, by itself, constitute cancellation of the order, clinical denial, or entitlement to an automatic refund.
You may cancel a pending treatment request by sending a clear cancellation request to support@thirdavenue.com. To help us identify the order, the request should include your name, email address, and order number, if available.
If your cancellation request is received before a licensed healthcare provider has approved the treatment and issued a prescription, the pending treatment request will be canceled and the applicable payment will be refunded to your original payment method.
THIRD AVENUE may contact you periodically regarding an incomplete intake. If the required intake remains incomplete for twelve months following payment, THIRD AVENUE may cancel the pending treatment request and refund the payment to your original payment method.
5. Final Sale After Prescription Issuance
This Section applies to an initial order and any subsequent order requiring a newly issued prescription. Renewal or refill orders processed under an existing prescription are governed exclusively by Section 6.
Once a licensed healthcare provider has approved the treatment and issued a prescription, the applicable order becomes final and nonrefundable, regardless of whether the prescription has already been transmitted to, accepted by, dispensed by, or shipped by the pharmacy, except where:
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THIRD AVENUE or the dispensing pharmacy is unable to fulfill the order;
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the shipment contains an incorrect, damaged, defective, or materially compromised product;
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a duplicate charge, pricing error, or other billing error occurred;
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the order is canceled or recalled by the provider, pharmacy, or THIRD AVENUE before fulfillment for reasons not attributable to you; or
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a refund or other remedy is required by applicable law.
Subject to these exceptions, refunds will not be provided because of:
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a change of mind after prescription issuance;
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dissatisfaction with the prescribed treatment;
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a request to change the prescribed medication, dosage, or formulation;
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failure or refusal to use the prescribed product;
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a decision to discontinue treatment;
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failure to achieve expected or desired results;
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the occurrence of known or expected side effects; or
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circumstances arising after confirmed delivery that are outside the control of THIRD AVENUE or the dispensing pharmacy.
Nothing in this Policy limits a healthcare provider’s ability to modify or discontinue treatment when clinically appropriate.
6. Subscriptions and Renewal Orders
If you enroll in an automatically renewing program, the applicable price, billing frequency, renewal date, minimum commitment, if any, and available cancellation methods will be disclosed at checkout before you authorize recurring charges.
You may cancel your subscription at any time through your account, if that functionality is available, or by contacting support@thirdavenue.com. Cancellation prevents future renewal charges but does not retroactively cancel or refund an order that has already become final under this Policy.
A renewal or refill order processed under an existing prescription becomes final and nonrefundable once it has been submitted to or accepted for processing by the dispensing pharmacy. If you cancel after a renewal charge has occurred but before the renewal or refill order has been submitted for pharmacy processing, the renewal charge will be refunded.
Canceling a subscription does not automatically cancel an order that has already been approved or submitted for processing. Initiating a payment dispute or chargeback also does not, by itself, cancel a subscription. You must cancel using one of the methods described above to prevent future renewal charges.
7. Prescription Returns
Prescription products cannot be returned for resale, reuse, exchange, or credit after they have left the dispensing pharmacy. Accordingly, ordinary returns of prescription products are not accepted.
Do not mail or otherwise return prescription products to THIRD AVENUE or the dispensing pharmacy unless you are specifically instructed to do so.
If you need to dispose of an unused prescription product, contact the dispensing pharmacy or follow applicable FDA and DEA medication-disposal guidance. Controlled substances should be disposed of only through legally authorized disposal methods.
8. Damaged, Defective, Incorrect, or Compromised Products
You should inspect your shipment promptly upon delivery. Any product that is damaged, defective, incorrect, missing, or potentially compromised in transit must be reported to support@thirdavenue.com immediately and, absent extraordinary circumstances, no later than forty-eight hours after confirmed delivery.
Your report should include:
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your name and order number;
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a description of the issue;
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photographs of the product and prescription label;
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photographs of the shipping container and all packaging;
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photographs or other documentation showing any visible damage, leakage, temperature indicator, or other relevant condition; and
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any additional information reasonably requested by THIRD AVENUE, the dispensing pharmacy, or the carrier.
You must retain the product and all original packaging until the investigation is complete. Failure to retain the product or provide reasonably requested documentation may prevent us or the dispensing pharmacy from verifying the issue and may result in denial of the replacement request.
For temperature-sensitive products, follow the storage instructions accompanying the product and do not use a product that appears materially compromised until you have received appropriate instructions from the dispensing pharmacy or your healthcare provider.
If the available evidence indicates that the product was incorrect, defective, damaged, or materially compromised before or during delivery, THIRD AVENUE will coordinate an appropriate replacement at no additional cost.
If an appropriate replacement is not reasonably or lawfully available, the amount paid for the affected product will be refunded to the original payment method. A credit may be provided instead only with your agreement.
A replacement, refund, or credit may be denied where the issue resulted from:
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an inaccurate, incomplete, or outdated shipping address supplied by you;
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failure to accept or promptly retrieve the shipment;
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failure to respond to carrier delivery attempts;
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theft, loss, heat exposure, or damage occurring after confirmed delivery;
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failure to follow the product’s labeled storage or handling instructions;
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misuse, alteration, or improper handling of the product; or
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failure to provide timely notice or reasonably requested documentation.
These limitations do not apply where prohibited by applicable law.
9. Lost Shipments and Delivery Issues
Shipping and delivery dates are estimates and are not guaranteed.
If carrier tracking does not confirm delivery or indicates that a shipment was lost or materially damaged in transit, you must contact support@thirdavenue.com promptly so that we can investigate the shipment with the dispensing pharmacy and carrier.
If the investigation confirms that the shipment was lost before delivery, THIRD AVENUE will coordinate a replacement at no additional cost.
If an appropriate replacement is not reasonably available, the amount paid for the affected product will be refunded to the original payment method. A credit may be provided instead only with your agreement.
You are responsible for providing and maintaining a complete, accurate, and deliverable shipping address. Risk of loss passes to you upon confirmed delivery at the address provided, subject to the damaged-product and lost-shipment remedies stated in this Policy.
10. Pricing Errors and Product Unavailability
If a pricing, product-description, or order-processing error occurs, we reserve the right to correct the error before fulfillment. We will not charge an increased or materially different price without notifying you and obtaining your authorization.
If you do not authorize the corrected transaction, we may cancel the affected order and refund the amount paid.
If an ordered product cannot be lawfully or reasonably fulfilled, you will not be charged for that product or, if payment has already been collected, the applicable amount will be refunded to the original payment method. Any substitute product or treatment requires your affirmative acceptance and, where applicable, approval by a licensed healthcare provider.
11. Payment Methods and Billing Errors
Only valid payment methods acceptable to THIRD AVENUE and the Payment Vendor may be used to make purchases through the Services. You represent and warrant that you are authorized to use your designated payment method.
You authorize us to charge your designated payment method for the total amount disclosed at checkout, including any applicable taxes, shipping charges, handling charges, and authorized subscription charges.
If you believe that you were charged incorrectly, you must contact support@thirdavenue.com promptly and provide sufficient information for us to investigate the transaction. If a duplicate charge or other billing error is confirmed, we will correct the error through a refund, credit, or other appropriate adjustment.
Your card issuer may provide the Payment Vendor with updated payment-card information, such as a replacement card number or updated expiration date. Where permitted, that information may be used to update your account and process authorized future purchases or subscription charges. If you wish to opt out of your card issuer’s account-updater service, you should contact your card issuer.
THIRD AVENUE is not responsible for fees or charges imposed independently by your bank, card issuer, or other payment provider.
12. Refund Processing
Unless otherwise stated, refunds will be issued to the original payment method.
Refunds are generally initiated within five to ten business days after the applicable refund determination. Your bank, card issuer, or other financial institution may require additional time to post the refund to your account. THIRD AVENUE does not control processing delays imposed by financial institutions.
13. Recalls
If a product is subject to a recall, you must follow the instructions provided by the dispensing pharmacy, manufacturer, healthcare provider, or applicable governmental authority.
Depending on the circumstances of the recall, the available remedy may include replacement, correction, refund, credit, return, or disposal of the affected product.
14. Case-by-Case Accommodations
THIRD AVENUE may provide a refund, credit, replacement, reshipment, or other accommodation on a case-by-case basis where exceptional circumstances or fairness warrant.
Any discretionary accommodation applies only to the specific transaction and circumstances for which it is provided. It does not modify this Policy or create an entitlement to the same resolution in another matter.
15. Applicable Law
This Policy is subject to applicable federal and state law. Nothing in this Policy waives or limits any nonwaivable consumer right or remedy.
Where applicable law provides a right or remedy that is more protective than this Policy, applicable law will control.
16. Contact Information
Questions, cancellation requests, and requests for refunds, replacements, or billing corrections should be emailed to support@thirdavenue.com.
Written correspondence may be sent to Third Ave LLC d/b/a THIRD AVENUE, 1925 Lovering Avenue, Wilmington, Delaware 19806.