Shopping & Checkout

Order Tracking & Fulfillment

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.