You're so excited! You've checked your order status and your vaccines are almost here! You wave eagerly at the Fed Ex driver, open the shipping cooler and ... your vaccines are broken. Or out of temperature range. Or look funny.


If vaccines arrive on your doorstep unusable:

  1. Do not refuse the shipment. I repeat, do not refuse the shipment.
  2. Please call Customer Care immediately. We'll get a replacement order on its way as quickly as possible.
  3. Report the unusable doses on the VaxHub, and we will send Fed Ex to pick up the shipment.

To report the doses on the VaxHub:

Log in to your VaxHub app. 

Select "Manage Inventory" from the menu in the top right corner.

Select "VaxCare Inventory" (if you are managing multiple inventories on the Hub).

Select "Return Doses."

Select the "Reason for Transaction":               

                   a. Expired or Expiring Soon
                   b. Delivered Out of Temp Range
                   c. Fridge Out of Temp Range
                   d. Damaged in Transit
                   e. Recall

Once you select the reason for transaction, the VaxHub will list the vaccine products in your VaxCare inventory. Tap on the product(s) you are choosing to return.

Next, use the pencil icon to select the lot and the number of doses you intend to return. 

Select "Save."

Confirm your return, then select "save" again to continue.

Next, choose a Fed Ex pick-up date for your vaccines. You'll simply put your unusable vaccines in a box - no need for ice packs, as the vaccines are non-viable - and Fed Ex will affix the shipping label when they arrive!

VERY IMPORTANT: Please do not refuse a package that has arrived outside of temperature guidelines or in any other state that renders the vaccines unusable. Please do not attempt to call VaxServe or Fed Ex directly. Simply call our team, and we'll help you out!

Still have questions? Reach out to our Customer Care team. We're happy to help! Message us directly by clicking on the blue Intercom bubble in the bottom right corner of your screen. Email us at Or call us at 1-888-829-8550.

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