A repeat order takes an average of 24 hours from payment to dispatch, and 89% of repeat orders are approved within 24 hours of payment. A first order is slower, at an average of 62 hours from payment to approval, because it waits on your identity check and the consultation slot you choose rather than on the pharmacy.
This article is for you if you are deciding whether to start with us and want measured numbers rather than a promise. Everything below comes from our own order records, including the unflattering figure.
How these numbers were measured
Unless stated otherwise, every timing on this page was measured across orders paid since 1 July 2026 and checked on 13 September 2026. Consultation and messaging figures are measured since 1 August 2026 and labelled where they appear. These are averages drawn from real orders, so they describe what usually happens rather than what will happen in your case, and they will move as demand changes.
First orders and repeat orders are different journeys
A first order includes steps that only ever happen once: identity verification, a 10-minute video consultation with a named pharmacist independent prescriber, and a full clinical review of your questionnaire. A repeat order has cleared all of that, so the remaining question is whether it is still appropriate to supply you, and at what dose. A single average across both would flatter the first and misrepresent the second, so we report them separately.
One thing is the same in both. Nothing is dispensed until a prescriber has reviewed the case and electronically signed the prescription, and speed never comes from skipping that step. For the detail of who those prescribers are and how the service is registered, see our explanation of how the clinic is regulated.
A first order, stage by stage
The online questionnaire is free and involves no payment, so the clock below starts when you pay.
| Stage | Who moves it forward | What we measure |
|---|---|---|
| Identity verification (photo ID) | You | Must be completed before a first treatment can be approved |
| Video consultation, 10 minutes, with a named prescriber | You choose the slot | Since 1 August 2026: average 48 hours from booking to appointment; 31% within 24 hours, 60% within 48 hours |
| Clinical review, approval and electronic signature | Us | Payment to approval averaged 62 hours; 26% approved within 24 hours |
| Dispensing and dispatch from our pharmacy | Us | 76% dispatched within 24 hours of approval; average 21 hours |
| Delivery | Royal Mail | Royal Mail Tracked 24 with Signature; no delivery date promised |
Where the first-order time actually goes
First orders average 62 hours from payment to approval, with only 26% of first orders approved within 24 hours of payment. Approval cannot happen until your identity check is done and your consultation has taken place, and both of those sit with you. Since 1 August 2026 the average gap between booking a consultation and attending it was 48 hours, simply because people pick a slot that suits their week; 429 consultations were booked in that period, and 934 have been booked in total, of which 702 have been completed. Once a prescriber has approved and signed, the dispensary picture changes completely: 76% of first orders were dispatched within 24 hours of approval, at an average of 21 hours.
A repeat order, stage by stage
Once you are an established patient, the journey is short because the assessment work is done.
| Stage | Measured across orders paid since 1 July 2026 |
|---|---|
| Payment to prescriber approval | 89% within 24 hours; average 11.6 hours |
| Approval to dispatch | 90% within 24 hours |
| Payment to dispatch overall | Average 24 hours |
| Delivery | Royal Mail Tracked 24 with Signature, £5 per order |
Reorder reminders are timed to roughly when your current supply runs out, and if doses are missed or wasted the schedule shifts to match. There is also a tick box to ask a prescriber to review your dose before a reorder is dispatched. That deliberately adds a step, so a reorder with a dose review will take longer than the figures above, and it should.
What you control and what we control
- You control when you complete your identity check after paying.
- You control which consultation slot you book and whether you attend it.
- You control how quickly you reply if a prescriber asks for more information, and how quickly you upload evidence if you are switching.
- We control how quickly a prescriber reviews your case, approves it and signs the prescription.
- We control dispensing and dispatch, which happen at our own pharmacy, North Harrow Pharmacy, rather than at a third party.
- Neither of us controls how long the parcel takes once Royal Mail has it.
How to make a first order faster
- Complete the identity check as soon as you can after paying. Approval cannot happen until it is done, so it is one of the two stages that hold a first order up.
- Book the earliest consultation slot you can genuinely attend. The 48-hour average from booking to appointment is largely patient preference, and a missed appointment means rebooking.
- If you are switching from another provider, upload evidence of your current dose at the start. We will not continue you at a claimed dose without it, so uploading late simply moves the wait later.
- Reply promptly if a prescriber puts your order on hold and asks a question. That hold blocks dispatch until you answer.
- Check the criteria before you pay. Our guide to the eligibility criteria for Mounjaro in the UK sets out how the thresholds work.
Delivery, and the £5 charge
Delivery is £5 per order, charged separately from the price of the medicine, on every order including repeats. Parcels go by Royal Mail Tracked 24 with Signature, in discreet packaging, so you can follow the parcel and someone has to sign for it.
We do not give a guaranteed delivery date, because transit time is the carrier's to manage rather than ours to promise. We can tell you when your order was dispatched and what the tracking shows. For scale, 578 orders have been shipped in total, 577 of them tracked since tracked shipping began on 27 July 2026, and a further 162 were dispensed before that.
How quickly we reply to messages
Waiting is easier when someone answers. Across 223 first replies measured since 1 August 2026, the median first reply to a patient message was 60 minutes, and those figures cover every message rather than a selected subset. You can attach photos to a message, which is useful if something needs to be seen rather than described. If you are not yet a patient, the contact page is the place to start.
When an order is meant to take longer
Some delays are the service working properly. A prescriber can place an order on hold and request more information, which blocks dispatch until it is answered. Dose changes move one step at a time, so a request to jump several steps will be questioned rather than fulfilled. Switching follows published dose-equivalence rules, and a dose claimed from another provider has to be evidenced before it is matched; a patient transferring in who evidences a higher dose may be continued at it.
Orders can also be declined. You can cancel before dispatch: if no consultation appointment was ever booked, you are refunded in full; if an appointment was booked, the refund is less £25, whether or not the appointment went ahead and whether or not it was later cancelled or rearranged, and we never retain more than you paid. Separately, if a prescriber reviews a case and declines to supply, the payment is refunded and the £25 does not apply. Current medicines, strengths and prices are listed on our treatments page.
Frequently asked questions
How long does a first order take from payment to dispatch?
Across first orders paid since 1 July 2026, the average from payment to prescriber approval was 62 hours, and 26% were approved within 24 hours. Once approved, 76% were dispatched within 24 hours, at an average of 21 hours. The time before approval is your identity check and the consultation slot you chose.
Why is a repeat order so much faster?
A repeat order has already cleared identity verification and the initial consultation, so a prescriber is reviewing whether it is still appropriate to supply you rather than assessing you from scratch. Since 1 July 2026, 89% of repeat orders were approved within 24 hours, at an average of 11.6 hours, and 90% were dispatched within 24 hours of approval.
What slows a first order down?
The two stages you control. Identity verification has to be completed before a first treatment can be approved, and the video consultation happens in the slot you pick. Since 1 August 2026 the average gap between booking and appointment was 48 hours, with 31% of appointments within 24 hours of booking and 60% within 48 hours.
Which delivery service do you use, and what does it cost?
Orders are dispatched from North Harrow Pharmacy by Royal Mail Tracked 24 with Signature, in discreet packaging. Delivery is charged separately at £5 per order. We do not promise a delivery date, because transit is the carrier's to manage rather than ours.
Can I cancel while I am waiting?
Yes, you can cancel before dispatch. If no consultation appointment was ever booked, you are refunded in full. If an appointment was booked, the refund is less £25, whether or not the appointment went ahead and whether or not it was later cancelled or rearranged; we never retain more than you paid. If a prescriber reviews your case and declines to supply, your payment is refunded and the £25 does not apply.
