Prioritizing the Safety of Each Hims & Hers Customer

We believe that there is no one-size-fits-all approach to health and wellness treatments and that consumer choice is critical to achieving successful outcomes. This is why personalization is at the heart of what we do. Providers need a range of solutions to address the needs of each individual – and as a customer, you need the power to participate in your own healthcare decision making, and the confidence that the solutions we make available are a safe, high-quality option.

As your health and wellness partner, we’re committed to earning your trust and instilling you with the confidence that when you work with Hims & Hers, each service or product you receive is provided in a way that prioritizes safety and quality. 

In order to do that, we’re making the below commitments to every Hims & Hers customer. These are best practices that we've long followed, and in the spirit of staying transparent and building trust with every customer, we’re sharing them today and doubling down on our commitment to always following them: 

We always put your health first – and help you find the best solution for your unique needs.

We’ve made the decision to only serve specialties where we know we can have a tremendous impact on our customers when it comes to access, cost, and choice – and where we know we can deliver access to personalized care truly tailored to the individual. That means we will only enter a new space (like weight loss, for instance) when we know we can provide access to clinically excellent care at a price that is truly valuable to customers, and at a scale that can meet the current and anticipated needs consistently. We will never enter a new specialty too quickly or just because it is popular. 

Our offerings are designed with the most up-to-date clinical guidelines.

At Hims & Hers, we’ve invested in a world-class clinical team, including doctors who head up each of our specialty offerings, informed by decades of experience across dermatology, sexual health, weight loss, and mental health. Their medical expertise is the backbone of our offerings, and helps ensure that the care you receive through our platform is evidence-based and held to high industry standards.

We leave the practicing of medicine to licensed healthcare professionals.

At Hims & Hers, we rely on the healthcare providers on the platform to determine the best solution for their patients – even if that solution isn’t available on Hims & Hers. Your licensed healthcare provider decides if a treatment is right for you, and If your provider on the platform determines you require care that isn’t available on the Hims & Hers platform, they can refer you to care and resources through our health system partnerships. 

Your medications come from a FDA-regulated facility and we’ll maintain high standards when it comes to safety, quality and transparency.

The FDA is right to focus on consumer safety by holding suppliers to high standards related to the compounding of medications – and we believe that working within those guidelines is a critical element of ensuring your safety. Those include:

• The ingredients used in the treatments available through our platform must comply with specifications set by the United States Pharmacopeia (USP), which sets safety and quality standards for medications, or other rigorous testing requirements, as applicable, to make sure they are as high quality as possible.
• The facilities we work with follow USP guidelines that govern safe handling of drugs and patient safety surrounding those drugs, as well as FDA regulations on compounding.
• The facilities we use conduct sterility testing on sterile medications (like GLP-1s).

We believe that all suppliers should be held to high standards of safety and quality, and that consumers like you should have access to the details around the medications you’re receiving, including having access to materials like a Certificate of Analysis for the batch your medications came from. You can learn more about Certificate of Analysis through Hims & Hers here.

We also take extra steps to ensure your safety, including:

• The pharmacies that we work with include educational literature in each shipment. 
• We have worked with our medical experts to create curated educational content on our app so that you have all the necessary information about your treatment and the medication. 
• Injection medications are shipped in cold packs for temperature control during the summer and in transit.
• Prescriptions include clear use-by dates, as well as a way to track when you first open a package, so you can adhere to that use-by date.

We are there for you, every step of the way, at the time that is most convenient for you.

Throughout your treatment journey, you have unlimited access to the care team, so you can ask questions, work through side effects, get help tweaking your treatment if needed, such as increased or decreased dosage strengths, and find the best path forward for your unique situation. The care team typically responds to questions within 24 hours.

Our priority is to help everyone feel great through the power of better health and that starts with having access to safe, high-quality treatments consistently at an affordable price. We are committed to following legal requirements, but we also believe that legal requirements are just a starting point. We will continue to look for ways we can ensure customer safety even beyond what is required. When you become a Hims & Hers customer, you can trust that we are committed to these principles. We’re in the business of helping everyone find the right path forward for the individual that they are, and we know how big of a responsibility – and privilege – that is.

If you ever have questions about your treatment, check in with your provider directly in the app. Our Customer Support Center is also always available to help you find answers.