FAQs
Thank You
Thank You
Thank you so much! You're embarking on an amazing journey.
We are here for you. This isn't meant to be an all encompassing FAQ, so if you have additional questions, just write us. We love interacting with our patients.
One of the things that separates Emerge from other clinics is that most of our customer care specialists and medical staff are on our medication, so they can relate to your questions and journey.
Before your medication is shipped by the pharmacy, it must be prepared patient-specific for you.
Every order undergoes thorough quality and safety testing to meet the highest standards. Because of the processing and quality assurance, each pharmacy has a lead time before it is shipped overnight.
When your order is submitted, you’ll receive a text or email that includes the pharmacy’s current
estimated lead time. Please note this is only an estimate. Since we are not the pharmacy, we do not have advance knowledge of the exact ship date beyond what they share with us.
Pharmacy lead times are usually provided as a range (for example, 3–7 business days). While we hope your order is ready on the shorter end, it may take the full timeframe — or, in rare cases, a bit longer. Rest assured, our team actively monitors your order to keep it moving.
Pharmacies operate on business days (Monday–Friday) and are closed on weekends and federal holidays. Some pharmacies do not ship on Fridays. Even though a tracking number may be generated on Friday, it does not mean the order was shipped.
You will receive your tracking number as soon as we get it from the pharmacy.
You may also receive an email directly from them.
Shipping Details
Alchemist and South Lake orders ship via UPS. You can download the UPS app for real-time updates:
Innovation and Strive orders ship via FedEx.
1. As part of your intake process, you may be asked to submit an intake video. Please allow up to 24 hours for us to process your video and submit your prescription to the pharmacy.
2. We do place orders on Saturdays and Sundays, though the pharmacy will not begin processing your script until Monday.
3. We understand how excited you are to begin, and we are also, but we have to follow a protocol to ensure you're receiving the best care we can provide.
1. As part of our subscription service, we'll reach out to you before placing your next order so that you're never out of medication.
If for some reason you reach the last dose of your vial and have not heard from us, please text (305)-930-7387 to inquire.
2. If you're coming aboard Emerge as a 2.5mg starting-dose patient, then we'll assume you're titrating up to 5.0mg. In that case, when you receive the text/email from us, you don't need to do anything.
3. If you're taking 5.0mg, 7.5mg, or a higher dose, and would like to titrate up or down, just let us know by responding to our communication, and we will have you covered.
4. Maintenance. Once you reach your goal weight, reach out to our experienced medical staff and we'll help you maintain the progress you've made.
1. In the first 30 days of signing up, you'll receive an email with your referral link. Post it. Send it to friends and family. Promote Emerge however you'd like.
2. How it works:
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A friend clicks on your link and puts in their email address.
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We'll send your friend a code that they must use as they enter their payment information. (There will be a text box for a Promo Code.)
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Once your friend completes this process, you'll receive $50 in credit and your friend receives $50 ($25 and $25 the first two months) towards their purchase.
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NOTE: We have cases where a friend clicks on a link but they do not use the code. Let them know they must us the code. Thank you.
3. If you haven't received your referral link but would like to, just write our support and we'll send it to you.
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Here is an example section of a script. You'll see the strength and the directions. The strength is NOT your dosage, it is the strength. In this case, this is a script for your starting dose, which is 2.5mg for four week and 5.0mg for two weeks. **Each script and dosing is different. See below for more information about the vial, dosing, and medication.
Empower Concentration Change: Empower Pharmacy has changed the concentration of their compounded Tirzepatide. You’ll now receive a higher concentrated vial of the medication. As a result, your dosing instructions have changed. It’s important to pay close attention to your instructions printed on your vial box label, as you’ll now be injecting a smaller volume while still receiving the same prescribed dose of compounded Tirzepatide. If you have any questions or need clarification, don’t hesitate to reach out. We’re always here to support you!
When looking at your script, the first number is the amount of tirzepatide per ML. In this case, it is 8mg / ml. Since this is a 2.5 mL vial, that is 20mg of tirzepatide. For Empower: 1) For the starting dose that is FOUR weeks at 2.5mg and TWO weeks at 5.0mg. 2) For those on 5mg, that will be FOUR weeks at 5mg each, and so on. The second number (the 2) is referring to the amount of B3/mL.
Text or email the support number/email through which we've been communicating with you, and simply ask to cancel. We'll usually get that processed the same day.
We have no minimum commitment levels. You can cancel at anytime.
However, if we've processed your intake and placed your script to the pharmacy, and then you cancel, we will charge a doctor's and processing fee of $107.
And if we've processed your intake but have not placed your order with the pharmacy, we will only charge a $10 fee for processing.
We are setup as a subscription service, and not as a per vial service. We discourage patients from coming on with Emerge for one vial or those who want to stop and start often. We usually allow for a one-time pause, but beyond that we'll suggest other providers who might be better suited for your needs.
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Do Not Freeze.
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Your refrigerated medication is good 90 days after punctured.
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From a heat study, tirzepatide showed no difference in efficacy warm for 7 days and at room temperature for up to 30 days.
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1. As summer approaches, it's quite common to receive a warm package, especially due to a shipping delay.
Don't worry.
The pharmacy has completed temperature studies due to dealing with these delivery delays.
The results showed stability and potency up to seven (7) days at temperatures up to 40°C (104°F) and tirzepatide was also stable at room temperature for up to 30 days.
The pharmacy continues to ship the product cold to preserve the extended BUD dating. Just refrigerate and you'll be good to go.
2. Your medication will have 100% efficacy up to 90 days after being punctured.
3. Please see the BUD (Best Use by Date) on your vial to keep your vial for a longer period unopened.
For most patients, the amount of medication received will only fill a small percentage of your vial. As an example, for new, 2.5mg patients, your medication will only come to the 1mL mark on the vial in this photo.
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You might imagine, in the vast number of orders we've fulfilled over time, that we've had a number patients who believe that they didn't receive the correct amount of medication. This might be because:
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The last bit in the vial can be difficult to extract.
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The patient loses track of the number of injections (usually this is 4).
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The patient extracted too much medication per injection.
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Other reasons ...
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Hallandale Facility
Emerge visits the pharmacies we partner with to ensure they meet our high standards for quality and safety. One of our primary partners, Hallandale, operates a 503a sterile compounding facility in Florida, spanning 60,000 square feet and employing over 600 professionals, including biologists and pharmacists.
We observed the multi-step process that each vial undergoes before it's certified, including precise measurements down to the tenth of an ounce and a last-step visual inspection
It’s highly unlikely for a vial to reach the shipping stage with the incorrect amount of medication. However, if you believe your vial is incorrect, please contact the pharmacy directly. They can review your batch records to confirm
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You can reach us by text or email. Try to stick to your preferred method of contact (the method you chose at intake. This helps us better track you.).
(305) 930-7387
Hours. Weekdays, our clinic is open from 8 am - 6 pm (EST). On weekends, we answer from 9 am - 5 pm. We will sometimes respond after hours.
Note: We've been busier lately. Our response times can be 3 - 4 hours. In extreme cases we are seeing times of 8 hours.
We are onboarding new team members all the time and hope to get our response down to minutes.
Note: We answer your questions Oldest first. If you write in often before we've had a chance to response, your question(s) will end up going to the back of the queue. I know this can be frustrating when you want an answer, but keep this in mind if you are experiencing waiting times beyond your expectations