Reckless Handling of Temperature-Sensitive Medication
I’m extremely disappointed with Chequp’s approach to handling fridge-line medication. I received my Mounjaro order with a completely melted ice pack — no surprise, given the delays — but what’s truly unacceptable is the sticker on the insulation bag that read:
“🙂 Ice pack melted? No worries.
Your medication is safe at room temperature for several weeks.”
This is not just dismissive — it’s dangerous. These medications require cold chain integrity for a reason. If they were genuinely stable at room temperature for “several weeks,” you wouldn’t be sending them with ice packs at all.
Reducing a serious regulatory obligation to a smiley face and a casual message is beyond irresponsible. It feels like an attempt to downplay liability rather than protect patients.
Medication can degrade without visible signs. Telling people “don’t worry” based on nothing but a sticker is shocking. You have a duty of care — and this undermines trust entirely.
Chequp needs to stop treating critical temperature standards like a joke and start respecting the regulations that exist for patient safety.
Reply from Chequp
Dear Kevin,
Thank you for your feedback. We are very sorry to hear about your experience and fully understand your concerns regarding your order. We take the storage and delivery of temperature-sensitive medications extremely seriously, and patient safety is always our top priority.
The sticker on our packaging is intended to provide guidance in the event of minor delays, based on stability data approved for these medications. We understand that it may have caused confusion, and we are reviewing how this information is communicated to ensure it is clearer and not perceived as dismissive.
We have also been in touch with you directly and requested a photo of the pen to verify its condition. This step allows our clinical team to confirm the integrity of your medication and advise on the next steps safely.
We remain committed to resolving this matter with you. If you are able to provide the requested photo, our clinical team will review it promptly and advise on the appropriate course of action, including a potential replacement if applicable.
All medications dispatched from our pharmacy follow strict cold chain protocols, and any delivery that may have been exposed to temperatures outside the recommended conditions is carefully reviewed.
We hope you will consider providing the information so we can address this matter directly. Your feedback is extremely valuable, and we are committed to improving our processes to maintain both trust and safety.
Kind Regards,
The Chequp Team
