Frequently Asked Questions

In order to be evaluated for prescription medication from Rory, you need to have seen a physician IN PERSON within the last 2 years. If you haven’t had a check-up in the past 2 years, we encourage you to pay your provider a visit, and then return to Rory. If you need help finding a provider in your area, visit zocdoc.com.

All over-the-counter products, like vitamins, supplements, and personal lubricant, are available even if you haven’t visited a healthcare provider recently, although we encourage you to do so!

Yes. Rory’s telehealth technologies enable healthcare professionals to practice medicine and take care of patients remotely. Every doctor or nurse practitioner that you interact with is licensed to evaluate and treat patients, and prescribe medication. Healthcare professionals on the Rory platform only treat patients and prescribe medications in the states in which they are licensed and our platform complies with all governing medical laws in the United States.

If you have feedback about the platform or a complaint regarding a healthcare professional on the Rory platform, please email care@ro.co.

Yes. Telemedicine is safe and effective—as long as patients answer questions truthfully, accurately, and completely. It’s also important that you only upload pictures of yourself and your ID (not someone else’s). Healthcare professionals are only effective when they have accurate and current information about your case—both in telemedicine and in-person visits.

Healthcare professionals on the Rory platform depend solely on the information you provide during your visit and any information provided through secure messaging, phone call, or video chat. The information you provide combined with their clinical judgement allows them to evaluate your symptoms and to recommend appropriate treatment.

In addition, if prescribed medication, it’s necessary to read the personalized treatment plan created by your doctor or nurse practitioner before taking any medication. By reading this information in its entirety and understanding its content, you can weigh the risks and benefits of your recommended treatment.

After your online visit, a doctor or nurse practitioner will complete their initial review of your medical history, usually within 24 hours.

If you’ve been waiting longer than this, please email care@ro.co and we’ll take care of it.

Rory is a complement to—not a replacement of—your primary care provider. It’s important to keep all your providers up-to-date with your treatment plan from Rory. From your My Ro account, you can message the medical support team with a request to share your medical information with your providers.

Absolutely. After you complete your initial online visit, you can message your physician or nurse practitioner any time you have a question. Also, if you would like to speak with the provider via a phone call or video chat, message our medical support team and we’ll make it happen.

It depends. Telemedicine laws vary by states. A small number of states require a provider and patient to chat via video. If you live in one of those states, after your initial online visit, a physician or nurse practitioner will reach out to set up a convenient time to chat.

You do not need to already have a prescription or a referral to use Rory. If treatment is safe and appropriate, a doctor or nurse practitioner will write you a prescription.

Rory also offers over-the-counter products that do not require a prescription for purchase.

If you choose our pharmacy network, we’ll ship your treatment to you in our discreet packaging. We offer free shipping on every order, as well as customer support 365 days a year.

You can always choose your own pharmacy, although Rory cannot guarantee the pricing of the medications processed outside of our pharmacy network. It’s also important that your pharmacy is able to receive e-prescriptions and that it’s part of the Surescripts Network (the Surescripts Network includes 95% of pharmacies across the country).

By law, your provider needs to confirm your identity before treating you via telemedicine. To confirm your identity, we need two photos:

1. A photo of your government-issued ID.
2. A clear photo of your face (feel free to send us a selfie!).

We’ll use these photos only to confirm that the pictures match each other. If you have any questions about how to upload your photos please email care@ro.co.

In an emergency, please call 911 immediately.

Your online visit costs $15. This does not include the cost of your treatment. If the provider determines that you are not eligible to be treated via telemedicine, your $15 will be refunded.

You will only be charged for prescription medication after your doctor or nurse practitioner has sent you an approved treatment plan. If they decide that you are unsuitable to be treated via telemedicine, you will be refunded the cost of the online doctor visit ($15) and will not be charged the cost of the medication.

Services, products and medication offered by Rory are not covered by insurance. However, Rory’s online visit costs less than most co-pays for in-person visits.

Our shipments come either monthly, or quarterly (every 3 months) depending on what product or medication you choose. If recurrent shipments are not right for you, you can always switch to on-demand shipments after you receive your first order. Additionally, you can pause or delay individual shipments.

To make updates to your plan, pause, or cancel any orders, please visit the Plan Details section of your Ro account.

Unfortunately, we cannot accept returns of products or medications; all sales are final. However, if you feel we have made an error in your order, please contact us at care@ro.co.

The cost of your treatment, prescription (if prescribed) or over-the-counter, depends on the type and amount of product or medication you receive. Please visit the Pricing page to get more information.