For AI agents: a documentation index is available at the root level at /llms.txt and /llms-full.txt. Append /llms.txt to any URL for a page-level index, or .md for the markdown version of any page.
    • Help Center Hub
  • About Truemed
    • How Truemed Works
  • HSA/FSA & Account Types
    • What Are HSA and FSA Accounts?
    • HSA/FSA Accounts for Dependents
    • HRA & Other Account Types
  • Eligibility & Qualification
    • Eligibility & Qualification Overview
    • Partial Eligibility
    • Troubleshooting Your Qualification Survey
  • Shopping & Checkout
    • Ways to Use Truemed
    • Navigating the Truemed Marketplace
    • Product Not Showing as Eligible at Checkout
    • Order Tracking & Fulfillment
    • Troubleshooting HSA/FSA Card Declines at Checkout
    • Can I Use My HSA/FSA Card on Subscriptions?
    • Can I Pay with Both My HSA/FSA Card and a Credit Card?
  • Letters of Medical Necessity (LMNs)
    • LMN Status & Troubleshooting
    • Updating Your LMN
    • LMN Requests
    • Gym & Fitness Studio Membership LMN
  • Reimbursements & Claims
    • How to Reimburse
    • Submitting Your Claim by Administrator
    • Why Was My Claim Denied?
    • Receipts
    • HSA/FSA vs. Health Insurance: Know the Difference
    • Partial Eligibility & Mixed-Item Purchases
  • Payment Issues & Questions
    • Payment Issues Troubleshooting
  • Truemed Dashboard
    • Truemed Dashboard
    • Account & Sign-In Troubleshooting
  • Contact & Support
    • Contact & Support
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On this page
  • Who handles order fulfillment
  • How to track your order
  • Contacting the merchant directly
  • What Truemed can and cannot help with
Shopping & Checkout

Order Tracking & Fulfillment

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When you complete a purchase using your HSA or FSA funds through Truemed, it is natural to wonder where to go with questions about your order. This article explains how fulfillment works, how to find your tracking information, and exactly what Truemed can and cannot help with.

Who handles order fulfillment

Truemed is a payment processor. Our role is to verify your HSA/FSA eligibility and facilitate the payment portion of your transaction. Once your order is placed, the merchant takes over completely.

This means the merchant is responsible for:

  • Packing and shipping your order
  • Generating and sending tracking information
  • Managing delivery timelines and carriers
  • Handling returns, exchanges, and cancellations
  • Resolving any issues with your shipment

Think of Truemed similarly to how you would think of a credit card network: we process the payment, but we don’t handle the order or shipping logistics. 

How to track your order

Because fulfillment is handled entirely by the merchant, all tracking information comes from them. Here are the most common places to find it:

  1. Check your confirmation email. Most merchants send a shipping confirmation email with a tracking number and a link to the carrier’s tracking page. Search your inbox (and spam folder) for emails from the merchant.
  2. Log into your account on the merchant’s website. If you created an account at checkout, you can usually find your order status and tracking number in your order history.
  3. Visit the merchant’s order tracking page. Many merchants have a dedicated tracking page where you can look up your order using your order number and the email address you used at checkout.
  4. Contact the merchant’s customer support. If you cannot locate your tracking information through any of the above, reach out to the merchant directly. They will be able to look up your order and provide an update.

Truemed does not have access to tracking numbers, shipping status, or any order details beyond the payment itself.

Contacting the merchant directly

If you need to follow up on your order, here is how to get in touch with the merchant efficiently:

  1. Find the merchant’s contact information. Look for a “Contact Us” or “Customer Support” link on their website. Most merchants offer email, a contact form, or live chat.
  2. Gather your order details before reaching out. Having the following ready will help them assist you faster:
    • Your order number (found in your purchase confirmation email)
    • The email address you used at checkout
    • A brief description of your question or issue
  3. Send your inquiry. Be specific about what you need, whether that is a tracking number, a status update, or help with a cancellation or return.

If you have trouble finding the merchant’s contact information or are not getting a response, reach out to Truemed support and we will do our best to point you in the right direction.

What Truemed can and cannot help with

We want to be upfront about where we can genuinely help and where we cannot.

Truemed can help with:

  • Questions about your HSA/FSA payment or how it was processed
  • Issues with your qualification survey or Letter of Medical Necessity (LMN)
  • Understanding whether a product or purchase is HSA/FSA eligible
  • Trouble connecting with a merchant (we can help point you in the right direction)
  • General questions about how Truemed works

Truemed cannot help with:

  • Order status or shipping updates
  • Tracking numbers or carrier information
  • Order cancellations or modifications
  • Returns, exchanges, or refunds
  • Delivery issues or lost packages

For anything in that second list, the merchant is your point of contact. If you are unsure whether your question falls within Truemed’s scope, feel free to reach out and we will let you know.