PLEASE READ IMPORTANT INFORMATION BELOW

Patient Communication & Office Policies

Patient Portal Communication

The patient portal is our primary and preferred method of communication between patients and our office staff. Using the portal helps us provide faster responses while minimizing interruptions during patient care throughout the day. To ensure every patient receives the attention they deserve, we ask that all non-urgent communications be submitted through the patient portal. Please allow up to 72 business hours for a response.

Please note:

• Portal messaging should not be used for the diagnosis or treatment of medical conditions or illnesses.
• Portal messaging is not appropriate for urgent or time-sensitive matters.
• If you need immediate assistance or would like to schedule an appointment for a medical condition or illness, please contact our office by phone at 817-912-1600.
• If you are experiencing a medical emergency, call 911 or go to your nearest emergency room immediately.

Our providers and staff may also use the portal to communicate important information, including laboratory and test results. Please check your portal regularly and read all messages, as they may contain information that is important to your medical care.

Telephone Communication

If you need to contact our office by phone, please listen carefully to the phone menu and select the option that best matches your needs. Because our providers and staff are caring for patients throughout the day, they may not be immediately available to take your call. If the person you are trying to reach is unavailable, please leave a detailed voicemail that includes:

• Your full name
• Date of birth
• A reliable call-back number
• A brief description of your reason for calling

Please allow up to 48 business hours for a response. Time-sensitive or urgent matters will be addressed as promptly as possible.

Supplement Orders

To place a supplement order, please send a message through the patient portal and include:

• The name of each supplement requested
• The quantity of bottles needed
• The last four digits of the credit card you would like us to use
• Whether you will pick up the order or would like it shipped

Shipping costs typically range from $12.00 to $20.00, depending on the size and weight of the order.

Once your order has been processed, our staff will notify you through the patient portal and a copy of your receipt will be uploaded to your account.

Please allow up to 72 business hours for order processing. Important: A valid credit card must be on file before any order can be fulfilled. You may securely add or update your credit card information through the Patient Portal under the Payments & Invoices section.

Order Pickup and Shipping Policy

All supplement orders, test kits, and other purchased items must be picked up within 10 business days of the purchase date.

Orders not picked up within 10 business days will be shipped to the address on file, and the applicable shipping charges will be billed to the credit card on file.

Please ensure your mailing address is current and accurate in the patient portal. All shipments will be sent to the address on file. We are unable to provide refunds or replacements for items shipped to incorrect, outdated, or inactive addresses.

Return & Refund Policy

Supplements

Unopened supplements may be returned within 30 days of purchase for a full refund. Shipping charges are non-refundable.

Test Kits

Test kits may be returned within 90 days of purchase for a full refund. Shipping charges are non-refundable.

Laboratory Orders

Self-pay serum laboratory orders purchased through our office are final sale and are non-refundable.