TL;DR: If your order feels warm, don’t use it yet. Put it in the fridge (following the label), take a few photos of the parcel and contents, and contact us within 24 hours so our pharmacy team can advise.
First things first
Place it in the fridge straight away (follow the storage instructions printed on your medication label or patient leaflet).
Do not use it yet until we’ve confirmed it’s okay.
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Take photos:
Outer box (including any “Delivered” label with date/time)
Insulated packaging & ice packs
Medication box and the pen itself (front/back)
Contact heySlim Support within 24 hours with your order number and photos.
Why might it feel warm?
We ship with insulated packaging. Ice packs often arrive melted, which can be normal by the time you open the parcel. What matters is whether the medication remained within the temperature range specified on your label/leaflet during transit. If you’re unsure, we’ll check.
Special note for Mounjaro (tirzepatide)
Always follow the storage instructions printed on your Mounjaro box and patient leaflet. In addition, the official Summary of Product Characteristics (SmPC) for Mounjaro says:
6.3. Shelf life
Pre-filled pen, single-dose; vial, single-dose:Before use
2 years.
Mounjaro may be stored unrefrigerated for up to 21 cumulative days at a temperature below 30ºC and then the pre-filled pen or vial must be discarded.
Pre-filled pen (KwikPen), multi-dose:
Before use
2 years.
After first use
30 days. Store unrefrigerated at room temperature below 30ºC. The pre-filled KwikPen must be discarded 30 days after first use.
If you think your pen has been exposed to temperatures above 30°C, or you’re not sure how long it has been out of the fridge, do not use it. Store it as advised on the label, take photos of the packaging and pen, and contact heySlim Support within 24 hours so our pharmacy team can advise.
If you would like to check for any expected degradation to potency or product stability based on the conditions your Mounjaro KwikPen has been exposed to, you may use Lilly's official Temperature Excursion Assessment Tool.
Quick self-check (while you wait for us)
Packaging condition: Was the outer box intact (not crushed/soaked/torn)?
Time since delivery: Was the parcel collected from the doorstep/locker shortly after delivery, or did it sit in a warm place?
Product appearance: Any leaking, cloudiness, unusual colour, or damage to the pen, vial, or blister?
Leaflet/label: Review the storage guidance printed there.
If anything looks off, do not use the medication and tell us in your message.
When to stop and contact us immediately
The product looks damaged (cracked pen/vial, leakage, broken seal).
Unusual appearance (discolouration, particles, cloudiness) versus what the leaflet shows.
The parcel was left in heat (e.g., on a sunny windowsill or in a hot car).
We’ll assess and let you know the safest next step. If a replacement is needed per our quality and shipping policy, we’ll arrange it.
What we’ll ask for (to speed things up)
Order number and the medication name.
Photos listed above (outer box, medication, any temp indicator).
Delivery details: Where the parcel was left and roughly how long it sat before you brought it inside.
How we ship temperature-sensitive items
Insulated packaging designed for typical UK transit times.
Ice/gel packs may be fully thawed on arrival—that can be expected and does not automatically mean product compromise.
We avoid weekend holds and bank-holiday delays where possible.
Always follow the storage instructions printed on your label and in the patient information leaflet. If those differ from anything you’ve read elsewhere, the label/leaflet wins.
FAQs
Is it safe to use if the ice packs are warm?
Not necessarily unsafe—ice packs being warm is common at delivery. What matters is whether the medication stayed within its labelled storage conditions. Message us and we’ll advise.
Should I put it in the freezer?
No. Follow the storage guidance on your label/leaflet.
It was delivered hours ago and left in a warm place—what now?
Refrigerate as per the label, do not use, and contact us with photos and the timeline. We’ll assess.
Can you replace it?
If our investigation suggests the product may have been compromised in transit despite proper handling, we’ll arrange a replacement in line with our quality and shipping policy.