| Information |
Why it matters |
| Hims account email |
Locates subscription and treatment history |
| Treatment or subscription name |
Identifies the order and provider route |
| Next order date |
Determines the 48-hour cancellation rule |
| Cancellation screenshot |
Shows whether final confirmation was completed |
| Order status |
Shows upcoming, processing, shipped, or delivered |
| Receipt or invoice |
Supports billing review |
| Charge date and amount |
Required for duplicate charge or refund review |
| Medication name and dose |
Supports prescription and pharmacy questions |
| Medication label photo |
Supports wrong item, quantity, or dose complaint |
| Provider message thread |
Shows clinical communication history |
| Tracking number |
Supports shipment complaint |
| Lab status screenshot |
Supports lab support route |
| Device and browser |
Helps troubleshoot account or app issues |
| Privacy request details |
Routes data requests correctly |
For billing complaints, lead with the next order date and charge date. For clinical complaints, lead with the treatment, medication, dose, and provider message history.
Subscription Cancellation and Refill Complaints
Hims' cancellation help article says customers should act at least 48 hours before the next order date when discontinuing a subscription. It also says customers can view the next process date in the online account. If an order cannot be canceled, Hims says it may be because the order has already begun processing.
On the app, Hims says to log in, tap the Account icon, select Subscriptions, choose the subscription, open Edit Upcoming Orders, then use the available subscription management options and follow prompts. On the web, Hims says to log in, open Subscriptions, choose Manage, and use Add or remove items or Edit/Cancel Orders. Some subscription types may show options such as Adjust my plan or End Subscription instead.
Use this table:
| Subscription issue |
Complaint focus |
| Need to cancel |
Complete all prompts and save final confirmation |
| Charge after cancellation |
Compare cancellation timestamp with next order date |
| Cancellation within 48 hours |
Ask if the order had already begun processing |
| Multiple subscriptions |
Cancel each active subscription separately |
| Refill cadence wrong |
Request refill or cadence change through account messages |
| Next order date unclear |
Ask support to confirm process date in writing |
| Testosterone lab work before medication |
Hims says testosterone customers with lab work ordered but no prescription should contact support |
The practical complaint question is whether the requested change happened at least 48 hours before payment processing for the next order.
Refund, Return, and Already-Processing Order Complaints
Hims' refund article says subscription changes must be made or requested at least 48 hours before payment is processed for the next order. Hims' cancellation article says completing subscription cancellation does not cancel an order that is processing or already shipped. Hims' return article says Hims is unable to accommodate returns because of the unique nature of its products, but encourages customers to contact support if dissatisfied or if the product did not meet expectations.
Use this table:
| Refund or return issue |
Evidence |
| Cancellation before 48-hour window |
Cancellation proof, next order date, charge date |
| Order processed before cancellation |
Processing status and request time |
| Duplicate charge |
Both charges, account email, receipts |
| Product dissatisfaction |
Treatment, product, order number, explanation |
| Wrong item or quantity |
Medication label photo, order details |
| Medication no longer appropriate |
Provider message and clinical instruction |
| Shipment issue |
Tracking and delivery status |
Because many Hims products involve prescription or health-related items, a return complaint should be written as a support review request, not as a standard retail return. If medication should not be used, ask the provider or pharmacist route for instructions rather than relying on billing support.
Medical Provider, Prescription, and Pharmacy Complaints
Hims' terms say Hims & Hers does not control or interfere with the practice of medicine or mental health care by the medical groups and providers, each of whom is responsible for the care and treatment they provide. The terms also say labs and pharmacies are responsible for the professional services they render through the platform.
Hims' provider-contact article says app users can log in, tap Care, select the treatment, and use Message us. The Contact Us page says current and former subscribers can message support the same way they message providers by using Messages on web or Care on the mobile app.
For care and medication complaints, include:
| Issue |
Best evidence |
| Side effects |
Medication, dose, timing, symptoms, provider thread |
| Dose question |
Current dose, treatment, provider message |
| Prescription delayed |
Order status, provider approval status, date |
| Wrong medication or quantity |
Label photo and order details |
| Lab result hold |
Lab status and requested information |
| Provider response delay |
Date sent, treatment, care thread |
| Medication disposal question |
Hims support article route and product details |
If symptoms are severe or urgent, use appropriate medical care instead of waiting for a support ticket. A complaint can document the Hims experience, but clinical risk needs a qualified professional.
Shipping, Address, and Delivery Complaints
Hims has separate help-center categories for shipping, order location, next delivery, address updates, returned-to-sender orders, and discreet packaging. Shipping complaints should identify whether the issue is an upcoming order, processed order, carrier problem, address issue, or delivered package.
Use this table:
| Shipping issue |
Evidence |
| Order not found |
Account email and subscription name |
| Tracking not updating |
Tracking link and ship date |
| Package returned to sender |
Carrier page and address |
| Wrong shipping address |
Address on account and update date |
| Late medication |
Tracking, treatment, expected delivery |
| Package delivered but missing |
Carrier photo, address, date |
| Discreet packaging concern |
Package photos and delivery date |
If the medication is time-sensitive, tell Hims what the practical impact is and ask whether a provider, pharmacy, or support team should advise on next steps.
Payment, Account, Login, and Lab Support Complaints
The Hims support center separates My Account, Payment Information, Medical Care, Shipping, Privacy & Security, Troubleshooting, and Product Drug Information. The Contact Us page says messaging is the fastest route and typically receives a response under 24 hours. The support form is slower, with a typical response time of 24-72 hours. The form also separates Customer Support from Lab Support.
For account and payment complaints, include:
| Issue |
Evidence |
| Payment method issue |
Payment screenshot, charge date, account email |
| Duplicate charge |
Two charge records and subscription name |
| Login problem |
Login method, device, browser, screenshot |
| Apple or Google login issue |
Login provider and account email |
| Lab result on hold |
Lab notice and requested information |
| App error |
Device, app version, screenshot |
| Account security concern |
Date noticed and account activity details |
If a lab result is on hold, use the lab support route rather than a general billing complaint. If a privacy or security issue involves health information, keep the message factual and use the privacy route when appropriate.
Hims' terms distinguish general account information, health information, Protected Information, and information handled by medical groups, providers, labs, pharmacies, and third parties. The terms state that Hims & Hers is not a HIPAA covered entity in all contexts, while labs, pharmacies, or medical groups may have separate HIPAA or state-law obligations. The Hims & Hers privacy center links to the Privacy Policy, Consumer Health Data Privacy Policy, Telehealth Consent & Open Payments Notice, Medical Groups Notice of Privacy Practices, and Terms and Conditions.
For privacy complaints, include:
| Request |
What to include |
| Access request |
Account email, state, request scope |
| Deletion request |
Account email, active subscriptions, open orders |
| Correction request |
Current information and requested correction |
| Consumer health data request |
State, account email, request type |
| Medical group records |
Treatment, provider route, date range |
| Marketing opt-out |
Email or phone number and message type |
| Account security |
Date noticed, device, account activity |
Preserve receipts, cancellation proof, provider messages, and medication labels before requesting deletion if the complaint depends on those records.
When to Escalate Beyond Hims
| Situation |
Escalation path |
Notes |
| Charge after documented pre-window cancellation |
Hims follow-up, then payment issuer if appropriate |
Include next order date and cancellation proof |
| Medication appears wrong |
Hims provider/pharmacy route |
Include label photo and do not use it until guidance is given |
| Serious side effect or urgent symptoms |
Medical professional or emergency care |
Support tickets are not urgent care |
| Lab result hold unresolved |
Hims lab support route |
Include hold notice and requested information |
| Privacy request unresolved |
Hims privacy route, then applicable privacy authority |
Include request date and response history |
| Shipment or address issue unresolved |
Hims support and carrier if needed |
Include tracking and address records |
| Formal legal dispute |
Terms process, small claims route if applicable, or legal counsel |
Use written records and transaction proof |
Escalation is strongest when the complaint ties one subscription, one treatment, one order date, one charge, and one requested remedy together.
What to Say in a Hims Complaint
Use this script:
"I need Hims to review a complaint for account [email]. The issue is [subscription cancellation, charge after cancellation, refill timing, refund request, order already processing, return request, duplicate charge, shipment issue, prescription concern, provider message delay, lab support, account access, privacy, or consumer health data]. The relevant details are [treatment, subscription, next order date, charge date, order status, tracking number, provider message date, or lab notice]. I have attached [cancellation screenshot, receipt, order status, medication label, tracking, provider thread, lab screenshot, login error, or privacy request]. I am requesting [cancellation confirmation, billing review, refund review, shipment investigation, provider response, lab support, account access help, privacy response, or written policy explanation]. Please confirm the next step in writing."
Useful follow-up questions:
- "What was my next order date at the time I requested cancellation?"
- "Had this order already begun processing when I contacted support?"
- "Does canceling this subscription stop every active Hims subscription on my account?"
- "Which provider, pharmacy, or lab is responsible for this issue?"
- "Can you confirm whether this is handled through Messages, Care, Customer Support, or Lab Support?"
- "What written policy supports the denial or approval of this request?"
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