My package arrived warm and the ice pack melted. Is it ruined?

My package arrived warm and the ice pack melted. Is it ruined?

Also asked: ice pack melted, medication arrived warm, was left in the sun, package sat outside, is my medicine still good, was it too hot Answer: Don't use it yet. Put it in the refrigerator, take a photo of the box, the vial, and the ice pack, and message us with your order number. We'll check the shipping window and the temperature range with the pharmacy and tell you whether it's fine or whether we're replacing it.

Most shipments are packed to tolerate a warm delivery day, so this usually ends with "you're fine." We're still going to confirm it rather than guess.

Escalate: always. Every temperature excursion gets a human and a pharmacy answer.

Panel note: the old answer said "Yes — medications are stability-tested to remain safe at room temperature." Both clinicians on the panel rejected it outright. A blanket safety assurance from a chatbot, on a sterile injectable, is the worst possible sentence in this file. Rewritten to route.