Frequently asked questions

How does Temi work, and what do I do first?

You ask for a prescription: a refill of a medication you already take, a new prescription, or a GLP-1 weight-loss medication. You answer questions about your health and choose your pharmacy. A licensed Temi doctor reviews your request and decides whether to prescribe. If the doctor prescribes, the prescription goes to the pharmacy you chose, and our care team stays with you until you have your medication.

To start, search for your medication on the Temi home page or from your Orders page. Once you submit, your order page shows where your request stands and what happens next.

Start a request

Do you prescribe my medication or treat my condition?

Temi renews prescriptions for medications you already take, starts new prescriptions for medications that are not controlled substances, and prescribes GLP-1 weight-loss medication. We decide one medication at a time. Search for yours on the Temi home page or from your Orders page, and if it is one we do not prescribe, we tell you at the start, before any fee.

We do not provide care that needs a physical exam. A doctor decides on each request whether Temi can prescribe. When the answer is no, the doctor or our care team talks it through with you.

Do you prescribe controlled substances such as stimulants, sleep medication, or opioids?

No. Temi does not prescribe controlled substances. That includes stimulants, benzodiazepines, opioids, and other scheduled sleep and pain medication, and any medication your state schedules as controlled on its own. If you search for one, we tell you up front, before any fee.

What information or photos do I need to submit a request?

The name and dose of your medication, how long you have taken it, and the pharmacy you use, plus the health questions the doctor needs to review your request. A photo of your medication label or bottle helps when you have one. You can add photos and documents to your request, or send them to us in your messages.

If the doctor needs something more, your order says so: Waiting on you shows what we need, and when we have questions for you, we send them to your messages so you can answer there. Once we have it, the review continues.

Can I request more than one medication?

Yes. Each medication is its own request, with its own doctor review, its own fee, and its own line on your orders page, so one can be approved while another is still in review. You can search for another medication from your Orders page or the Temi home page at any time.

Does Temi work where I live, or if I am traveling or moving?

Temi currently serves patients who are physically located in Arizona, California, Colorado, Delaware, Florida, Michigan, Missouri, New York, North Carolina, Ohio, Pennsylvania, Texas, and Wisconsin. When you submit a request, you confirm the state you are in. It must be one of these, so that a doctor licensed there can review your request.

If you are in a different state when you submit, we cannot review the request yet. You can join the waitlist for your state on the states page.

States we serve

Are Temi's doctors real and licensed, and who am I talking to?

Yes. Licensed physicians review every request. Temi's founding clinician is Kevin Brandstetter, M.D., a board-certified emergency physician with more than 17 years of practice. A doctor makes each prescribing decision, never software.

Our care team handles everything around the prescription: questions, pharmacy follow-up, and status. It includes people and an AI assistant that can answer routine questions in your Temi messages. Messages from our care team, whether from a person or the assistant, appear as Temi Care Concierge. The assistant does not make medical decisions, and people on the care team read the conversation too. If you ask whether you are talking to a person or an AI, we tell you.

About Temi

Can I request a prescription for a family member or a child?

Not through your account. Each account is for one person, and each person needs their own account so the doctor reviews that person's own health information. Temi does not treat minors.

How many refills do I get, and do I have to submit a request every time?

Each renewal is a new request that you submit yourself. We never renew a prescription automatically, and a date or a request from a pharmacy does not start one. The doctor reviews every renewal fresh.

Refills that a prescription already allows are different. When your pharmacy holds a prescription with refills left, you get those refills at the pharmacy without a new Temi request, and the pharmacy can tell you how many are left.

Can I get a 90-day supply, and can the quantity change?

The doctor decides the quantity and days supply of each prescription when reviewing your request. You can say what you would like in your request or in a message, but we cannot promise a specific quantity. A change to a prescription that is already written is a decision for the doctor, so message us or call (855) 554-3030 and we pass it to the care team.

How do GLP-1 doses, vials, and delivery work, and can I go up a dose?

The doctor sets your GLP-1 dose and decides when it changes. Temi does not change a dose on request, and the care team cannot change it for you. For compounded GLP-1 medication, each partner pharmacy lists a price for each dose, sized so you do not pay for more medication than your dose needs. The pharmacy ships the medication to you, and your order page and email show the carrier's tracking as it updates.

To ask about a different dose, message us or call (855) 554-3030. Nothing changes until the doctor has decided.

Can the doctor change my dose, brand, or medication after I submit?

Only the doctor decides. Before the doctor has decided, tell us what you want to change and we will update your request. After the doctor approves, a change to the dose, strength, or medication is a new decision by the doctor. Message us or call (855) 554-3030 rather than submitting a second request, and we pass it to the care team.

Do I need labs, who orders them, and what do they cost?

Only a Temi doctor orders labs, and only when your care needs them. When a lab is ordered, your account tells you why and what to do next. You pay Temi the lab's price first, and you see the price before you pay. Temi then places the order, and you can go to any Quest location. A doctor may wait for a lab result before deciding, and your order shows Waiting on you when that happens.

Where can I see my status, and what do the status words mean?

Your order page shows the current status in plain words, with what happens next. Open Orders in your Temi account. We also email you, and text you if you allow texts, when we need something from you, when we send you a message, when your order is pre-approved, and when it is sent to your pharmacy. The statuses:

• Received: we have your request.
• Processing: a person on our care team is reviewing it.
• Pre-approved: the doctor's draft plan includes a prescription. A licensed doctor gives final approval, so this is not yet a decision.
• We'll call you to complete your health intake: for some GLP-1 orders, our care team finishes your health questions with you by phone before the doctor reviews.
• Waiting on you: we need something from you before the review can continue. The order page says what, or we sent you a few questions in your messages.
• Please call us: we need to talk with you. Call (855) 554-3030 and we will go over it together.
• Approved: the doctor approved your prescription and we are sending it to your pharmacy.
• Sent to pharmacy: the prescription is at your pharmacy.
• On its way, Ready for pickup, and Delivered: for medication that is mailed, these follow the carrier.
• Closed: this order is closed.

If you do not see what you expect, message us or call (855) 554-3030.

Your orders

How long does the review take, and when will I hear back?

We review requests within 48 hours, often sooner. While that promise holds, your order page shows the time we expect to finish. If we ask you for something first, the time depends on when we hear back from you, and the page stops showing a time. If you do not hear from us in that window, message us or call (855) 554-3030.

Can my review be expedited? I am almost out of medication.

Standard review is within 48 hours, often sooner. When Priority review is available, you can choose it before you submit. It is one flat price, and review is promised within 2 hours. If we miss that window, ask us and we refund it. Priority is not always available, so it appears in your request only when it is on.

Once you have submitted, the fastest way to move a request forward is to answer anything marked Waiting on you. If you are out of medication now, call or text (855) 554-3030 and tell us, so the care team knows.

Was my prescription approved, and will it be ready before the pharmacy closes?

Approved means the doctor approved your prescription and we are sending it to your pharmacy next. Sent to pharmacy means the prescription is at your pharmacy. Neither status promises when the pharmacy will fill it. Pharmacies fill prescriptions on their own schedule, and we can check with your pharmacy for you anytime.

Why does my request say Please call us, or why was it not approved?

Please call us means your doctor wants to go over your request with you. Call (855) 554-3030 and we will walk through what happens next. When we only need more information, we send you questions in your messages instead.

When a doctor decides not to prescribe, the doctor explains the decision to you directly, and your order page tells you what to do next. We cannot give a doctor's clinical reasons by chat or in an automated message. The review fee pays for the doctor's review, not for an approved prescription, so it applies whatever the doctor decides. A decision not to prescribe is not by itself a reason for a refund. You can ask for a refund if you are not satisfied with Temi's clinical service and tell us why.

Refunds

Was my prescription sent to my pharmacy? The pharmacy says it never got it.

Your order page says Sent to pharmacy once we have sent your prescription, and names the pharmacy. Sent means our system transmitted it. It does not mean the pharmacy has opened it. If the pharmacy says it never received the prescription, or needs to confirm something, message us or call (855) 554-3030 with the pharmacy's name and phone number. We check the send, send it again if we need to, and the care team usually replies within 48 hours, often sooner.

When will my medication be ready, what is the prescription number, and where is my delivery?

Temi cannot promise when your pharmacy will have your medication ready. For pickup at a local pharmacy, the pharmacy tells you when it is ready, and we can check with them for you anytime. A local pharmacy sends us no pickup signal, so your order stays on Sent to pharmacy. The prescription number is assigned by the pharmacy. If you need it, ask us and we get it from them.

For medication that is mailed, your order page and email show the carrier's tracking as it updates. A delivery date is the carrier's estimate. Ready for pickup shows only for a package waiting at a carrier location.

Can I change or transfer my prescription to a different pharmacy?

Yes. Message us with the new pharmacy's name and location. If your prescription has not been sent yet, we send it to the new pharmacy. If it has been sent, we send it to the new pharmacy, ask the first pharmacy to cancel it, and tell you when it is done. A compounded GLP-1 medication is filled only by the partner pharmacy you chose when you requested it. To use a different pharmacy on future requests, change your preferred pharmacy in your Temi account.

Your pharmacy

My pharmacy cannot fill it, needs more information, or is out of stock.

Message us or call (855) 554-3030 and tell us what the pharmacy said. Temi does not complete prior authorizations, but our care team looks for another way to get you your medication: calling pharmacies, arranging a transfer, finding discount cards and manufacturer programs, and asking the doctor to adjust the prescription when that helps. We do not pay for medication at a pharmacy you pay directly, but we do the work to help you get it.

I received the wrong medication or strength, or only part of my order.

Message us or call (855) 554-3030 and tell us what you received and what you expected, with a photo of the label if you can. The care team checks it against your prescription. The doctor decides any change to a dose, strength, or quantity. When an order has more than one medication, each is sent separately, so one can arrive before another.

Do you take insurance, Medicare, or Medicaid, and do you handle prior authorizations?

Temi does not bill insurance, including Medicare and Medicaid. Our fees are cash-pay, and you pay them to Temi. For medication filled at a pharmacy you choose, you pay the pharmacy, and you can use your insurance or a discount card there. A compounded medication filled by one of our partner pharmacies is paid to Temi at its listed price, and no insurance or discount card applies to it. Temi does not complete prior authorizations. If your pharmacy asks for one, tell us and the care team looks for another way.

Why is my medication so expensive at the pharmacy, and is there a cheaper option?

The pharmacy sets the price of medication you pay for at the pharmacy, and Temi does not see it. Our care team can look for discount cards and manufacturer programs, and can ask the doctor to adjust a prescription when that makes it easier to afford. Message us or call (855) 554-3030. For compounded medication from our partner pharmacies, the listed price for each dose is what you pay. Temi's own fee pays for the doctor's review. It does not pay for the medication.

Can I get a refund?

A review fee is refunded when you tell us you are not satisfied with Temi's clinical service and say why. A decision not to prescribe is not by itself a reason for a refund, because the fee pays for the review. Money we collected for something we did not deliver is always refundable. Message us or call (855) 554-3030; the care team can issue a refund. A refund does not cancel your membership.

What does Temi charge?

• A refill of a medication you already take: $15 per request, or $0 with Temi Care.
• A new prescription: $79 per request, or $0 with Temi Care.
• The compounded GLP-1 prescription service: $39 per order, included with Temi Care on eligible orders.
• Temi Care: $449 a year.

These fees pay for the doctor's review and our care team. They do not pay for the medication, which you pay for separately: to your pharmacy, or to Temi at the listed price when a partner pharmacy fills it. Priority review, when it is offered, has its own flat price shown before you submit. If a promo code does not apply, send us the code and the care team checks it.

Temi Care

How do I cancel my request or my membership?

To cancel a request, message us or call (855) 554-3030. We close the request. Whether the review fee is charged or released depends on how far the review got, and the care team tells you which when they close it. To cancel Temi Care, open Account, then Billing, in your Temi account, or ask us. A refund on its own does not cancel your membership.

Was I charged more than once, and what is a pending hold?

When you submit a request that has a fee, your card is authorized for that fee, which shows as a pending charge. That is a hold, not a charge yet. The fee is collected once per request, after your review is complete. If we release a hold without collecting it, we tell you that you were not charged. Each request has its own hold. If you see a charge you do not recognize, call (855) 554-3030.

How do I pay, can I pay by phone, and can I get a receipt?

You pay online in your Temi account when you submit a request. We never take a card number by phone or in a message. When the care team needs you to pay for something, they send a secure payment link and you pay on your own device. If you need a receipt or an invoice, message us.

Can someone call me, or can I talk to a person?

Yes. Call or text (855) 554-3030, email [email protected], or message us in your Temi account, whichever you prefer. If your order says Please call us, call (855) 554-3030. If it says Waiting on you, reply in your Temi account. We do not start a request or take payment by phone. You submit your own request, so the doctor has your own answers.

Support

When can I reach support?

You can reach our care team any time: call or text (855) 554-3030, email [email protected], or message us in your Temi account. We usually reply to messages within 48 hours, often sooner. Your order page shows where your request stands at any hour.

I cannot sign in, my code is not arriving, or I need to change my email or phone.

Temi sends a one-time code to the email on your account when you sign in. If it does not arrive, check your spam folder and that you are using the email on your account. If you no longer have access to your email or phone, call (855) 554-3030 and the care team will help. Your name, date of birth, and sex are locked after you submit your first request so your record stays one person's. If one is wrong, contact us and the care team can correct it.

Is there an app, and where do I find or reply to my messages?

Temi is a website, not a downloadable app. Sign in at usetemi.com on any phone or computer. Your orders are under Orders and your conversation with the care team is under Messages. The emails and texts we send link to the right page.