Where to go for what.

Write to support@avellumhealth.com with medication, order and billing questions. Include the order number from your orders page when it is about an order. Replies come from the care team.

The care team works with patients once they have started a treatment. Before that, most questions have a short answer in the frequently asked questions.

Questions about a blood panel, a collection kit, your results, or the charge for the panel go to Valdura, at support@valdura.health. The care team does not handle the panel.

It answers questions about your orders and the site straight away. Sign in to your account to chat with it.

Anything medical it does not answer itself. If you have started a treatment, it passes the question to the care team.

A visit starts from the treatment’s page and is listed on your visits page. If you opened one and closed the tab, you can open it again from there.

Once you finish the intake, the care team reviews it. Whether a treatment is right for you, how much to take, when to take it and what side effects to expect are all questions for the care team: message them through the care portal linked from your orders page, or by email.

If the health questions said a visit is not a match, your screening result says what that means and what is still open to you without a prescription.

Your orders page lists each order and its status. Tracking numbers and messages with the care team live in the care portal, which is linked from that page.

If a shipment arrived warm, or a vial is damaged, leaking or has a broken seal, email the care team with the order number and they can arrange a reship.

Your card is charged when you finish your medical intake, before a clinician reviews it. A prescription then bills every 28 days.

There is no button to pause or cancel. Both are requests to the care team, by email or phone, and a cancellation has to reach them ahead of your next billing date to stop that charge.

How far ahead, and when a charge can be refunded, are set out in the refunds and cancellation policy.

A Valdura membership is billed by Valdura, not by Avellum or the care team. To manage or cancel it, sign in at valdura.health and open Settings, then Manage billing. Or write to support@valdura.health.

The medication guide covers injection technique, where to inject, how to store your medication and what side effects are normal.

It is general technique only. The specifics for you are on your prescription label and with your care team.

Avellum sells at the retail price to everyone. The Amway Partner Store Discount applies when you open Avellum from the Amway partner store, or once you connect your Amway account and Amway confirms it.

Have an Amway account? Connect it to Avellum and your Amway Partner Store Discount applies here. You will sign in at Amway, open Avellum from there, and confirm the connection when you land back.

The steps, and what to do if the discount does not show, are on the discount help page.

Forgot your password? Reset it from the password reset page. If the reset does not get you back in, write to the Avellum team at escalations@avellumhealth.com. The care team cannot reset an Avellum login.

To change the email you sign in with, sign in and open the Sign-in email section of your account page.

How to ask for a copy of your records is set out in the privacy policy and on our health information page.