Mounjaro med express delivery issue- can I get a refund

[HelloWorld2577]

Hello, just wondered if anyone’s had an issue with their Mounjaro arriving unchilled and if you got a refund/replacement - particularly from med express?

I ordered a 5mg pen from ME and have used them for my last 4/5 pens with 0 issues, and it was dispatched Saturday 3pm. I got an email saying it was due to be delivered Sunday but when I tracked the parcel it was still at the warehouse. I got nothing yesterday and then today it was delivered at 2pm by Royal Mail. It arrived with melted ice packs around it and wasn’t cold to touch. 71 hours it was technically unrefrigerated for (I think the ice packs are meant to last 36-48 but I might be wrong). I wouldn’t mind taking it but I’m not due to open this pen for a few weeks! So I’m quite frustrated and concerned they won’t replace as it could technically be used it just can’t be used for the timeframe I need it for!

any advice? Thank you

General advice is that it'll be fine to use I should think. Have you messaged them for advice?

Hello! Yes it is defo fine to use if used basically straight away which is my frustration! because as I have a opened 2.5 in fridge already that I’ve got two doses in I won’t be able to use the new pen for the full 4 weeks as needs to be used by 4 weeks I believe once at room temp x

I would email them, they usually have good customer service and respond fast. They will be the best people to tell you how long it is good for.

I thought they were fine if stored under 30C. They don't need to be refrigerated.

I think they'll probably say it's not their fault you ordered it early.

I actually had this but refused the delivery , as could see box was soaking wet ,
Got a touch though as they replaced it ( was med express too ) and 2 days later it came back to me , so I basically got 1 pen for free .
I used it with no issues , it was January so cold outside anyway , this time of year it will be fine to use . But I will see they weren't happy about replacing it, but once they did I heard nothing about the fact they never received the original one back !

They can be stored at room temperature for a few days without issue as long as you keep it refrigerated after that. It sounds like you are keeping opened pens in the fridge anyway so it won't be a problem. It's 21 days at room temperature before any degradation.

Unless you live somewhere very warm, the pen won't have reached room temperature in the warehouse or being delivered.

It does need to be refrigerated before it is used. Each pen has an expiry date printed on it, usually several months away. That depends on it being kept between 2 and 8 degrees C.

Once you've done one dose from the pen, you then have 30 days to use it before discarding.

The delivery should keep the pen between 2 and 8 degrees until you receive it. Then you can choose to either use it or store it longer term.

Why do you think it's ok to use straight away but not in a few weeks? It's either ok or not. Put it in the fridge and call med express. If it's ok to use it will be ok after a few weeks in the fridge.

It's got nothing to do with ordering it early. Pens are meant to be refrigerated until opened.

It's fine.

I never kept mine in fridge.

It may well be fine, but you're paying a company to deliver it to you at a temp between 2 and 8 degrees, so you can choose to store it long term or use it straight away. Royal Mail have not managed that so MedExpress should recognise that it's not up to standard and replace. Even if the pen is likely ok.

They won't refund you because of it gets to room temp during delivery you still have 30 days to use it. I changed from med express due to delivery issues like this .

They should refund. Eli Lilly are quite clear that the delivery must keep the pen between 2 and 8 degrees.

medical.lilly.com/uk/products/answers/how-should-the-mounjaro-tirzepatide-kwikpen-be-stored-217607

The relevant part is:

"How should wholesalers, HCPs and pharmacies store Mounjaro KwikPen?
During shipping and storing by wholesalers, health care professionals (HCPs) and pharmacies, Mounjaro must be kept between 2°C and 8°C.3
The 30-day room temperature exposure allowance refers to the used pen, and wholesalers, distribution Centers, HCPs and pharmacies cannot use any part of this allowance.2"

Maybe you could quote that at them, and give them the website url for reference?

Thanks all. I’ve quoted the Eli Lilly statement & requested them to replace the pen!

There are quite a lot of comments about not storing the pen in the fridge which worries me! The instructions on box say to store refrigerated & use by expiry date or once the pen reaches room temp you must use within 30 days if it’s sealed. Or you must use within I think 21 days once opened!

Definitely store in fridge until you open everyone! I think it deteriorates after this period or that’s what they say anyway!

It's 30 days once you've started using it, regardless of where you store it after the first use, as long as it's less than 30 degrees c and above 2 degrees c. So you can choose to keep it in the fridge or at room temp after the first injection from it, but then discard either way after the 30 days. Before using it, it must be refrigerated.

I don't know where this idea of 21 days comes from but that's not in the UK instructions for Mounjaro.