- What happens in your first week as a clinic
A clear day-by-day of how your storefront, products, and team are set up so you can start selling within a week.
- How fast does my order ship?
Ship times by product type, what tracking looks like, and what to do if something is delayed.
- Can I pause my reorder?
Yes — here is how to pause a subscription, change cadence, or skip a single shipment.
- Setting up your own web address
Point yourpractice.com at your storefront in three steps, with no DNS jargon.
- Reading your monthly bill
What every line on your monthly invoice means, and how to predict your next bill.
Getting started
Your first week with Platform Health.
Day-to-day
How to work with your team and the dashboard.
- How do I leave a review?
When and how reviews land in your inbox, and what happens when you submit one.
- Gift cards — how they work
Buying, sending, and redeeming a gift card on a clinic storefront.
- How to give us feedback
Three ways to send feedback or feature requests, and how we triage what gets built.
Orders & shipping
Tracking, shipping windows, and what happens after checkout.
- How fast does my order ship?
Ship times by product type, what tracking looks like, and what to do if something is delayed.
- Can I ship to a different address?
Yes — here is how to add and switch addresses, and what to do if you need to redirect an order in flight.
- Where is my tracking number?
Three places to find your tracking number once your order has shipped.
Subscriptions & reorders
Pause, change cadence, swap doses, cancel.
Compliance & safety
Age-gates, RUO, HIPAA, and what we do behind the scenes.
- How prescription products work
What changes when a product requires a consult, and what we ask you to acknowledge at checkout.
- When the age-gate fires
Why some storefronts ask you to confirm your age and how the gate works.
- How your payment information is handled
We do not store your card. Here is what actually happens when you check out.
- How to export all my data
How to request a copy of everything we hold about you, and what is in the export.
- Setting up two-factor authentication
How to add a second sign-in factor and what happens if you lose your phone.
- Where your data is stored
A plain-English answer about hosting, regions, and what to do if you need data in a specific country.
Troubleshooting
When something looks off, start here.
- I can't see my orders
A diagnostic walkthrough for when your order queue is empty or missing entries.
- My Stripe payout didn't land
When a payout is missing or late, here is the diagnostic process.
- I can't sign in to my account
The magic-link sign-in option for customers, and what to do when it does not work.
Can’t find what you’re looking for?
Clients reach their clinic through the storefront help link. Clinics and vendors get a dedicated operator inside the dashboard — message them anytime and you’ll hear back the same business day.