Help center / FAQ

What is the difference between a practitioner-guided treatment and a regular product?

Practitioner-guided treatments require a prescription, so they cannot be added to a cart or bought directly. Instead you complete a short online health questionnaire and a licensed provider decides whether treatment is appropriate for you.

Supplements, skincare, wellness products and medical kits are ordinary store products — you add them to your bag and check out immediately.

How does the qualification process work?

On a practitioner-guided product you will see “See If I Qualify” instead of “Add to Cart.” That opens a secure ACCESS health questionnaire. Once submitted, a licensed provider reviews your answers, may follow up for more information, and determines whether treatment is appropriate.

If treatment is approved, your prescription is sent to a licensed pharmacy partner for dispensing and discreet delivery. If it is not appropriate, a member of the care team will explain your options.

Who reviews my treatment request?

Prescription requests are reviewed by licensed physicians in our clinical partner network.

Licensed physicians in our clinical partner network make all treatment decisions. ACCESS does not independently make prescribing decisions.

Is ACCESS a pharmacy?

No. ACCESS is not a pharmacy and does not dispense medication. ACCESS provides the branded patient experience and marketplace.

Prescription requests are reviewed by licensed physicians in our clinical partner network, and approved prescriptions are dispensed and shipped by participating licensed pharmacy partners.

How is my health information protected?

Health questionnaires and provider review take place in a secure, HIPAA-compliant clinical workflow operated by affiliated licensed medical groups — not in this storefront. The Marketplace does not store medical records, questionnaire responses, prescriptions or provider notes.

The clinical platform supporting ACCESS maintains HIPAA, SOC 2 Type II, ISO 27001, and LegitScript compliance.

What happens after I complete the questionnaire?

A licensed physician in our clinical partner network reviews your answers and may request more information. If treatment is medically appropriate, a prescription is issued.

Prescriptions, when appropriate, are electronically routed for fulfillment through participating licensed pharmacy partners.

Are prescriptions guaranteed?

No. Submitting a questionnaire does not guarantee approval or a prescription. Prescriptions are issued only when a licensed physician determines treatment is medically appropriate.

Who fills and ships my medication?

Participating licensed pharmacy partners dispense and ship approved prescriptions in plain, unbranded packaging. ACCESS is not a pharmacy.

Is care available nationwide?

Our clinical partner network includes physicians licensed across all 50 states, Washington, D.C., and Guam.

Availability of specific treatments still depends on state rules and licensed-provider judgment.

Do you accept insurance?

Pricing is transparent and paid directly. Insurance is not billed for treatment programs, supplements or kits.

Is packaging discreet?

Yes. All orders ship in plain, unbranded packaging with no indication of contents.

Can I cancel or change an order?

Contact us before your order ships and we will do our best to update it. Prescription orders that have entered pharmacy fulfillment cannot be changed.

How do I contact support?

Email access@accessghl.com, Monday to Friday, 9am to 6pm ET.