If your Mounjaro or Saxenda pen arrives warm, the medication may not be safe to use. Both require cold chain storage during shipping. Wegovy no longer requires cold chain — arriving at room temperature is normal and expected.
What to check on arrival
- Mounjaro or Saxenda: is the pen cold to the touch? Are the ice packs still cool?
- Wegovy: is the pen at room temperature (not hot)? Wegovy does not need to arrive cold
- Does the packaging show signs of damage or tampering?
- Has the parcel been left in direct sunlight or extreme heat?
If your Mounjaro or Saxenda pen has arrived warm
- Do not use the pen yet. Refrigerate it immediately to slow further degradation
- Take a photo of the packaging, ice packs (if visible), and the pen
- Contact our support team with your order number and photos
- Our pharmacist will assess whether the medication is safe to use or needs replacing
If your Wegovy pen has been exposed to extreme heat
Wegovy is stable at room temperature but not if exposed to temperatures above 30°C for a prolonged period or to direct sunlight. If you're worried your pen has been left in a hot environment, contact our team for guidance before using it.
If your pen is visibly damaged
- Cracked, leaking, or with broken parts
- Tamper-evident seal broken on arrival
- Pen will not dial up a dose
Do not use the pen. Contact our team with your order number and photos and we will arrange a replacement at no cost.
Why we ask for photos
We take cold chain breaches and product defects seriously. Documentation helps us investigate with our courier and the manufacturer, and ensures we provide the right resolution quickly.
If you have any concerns about your treatment, contact our support team. For medical emergencies, call 999 or 111.