Support

I've been charged but no strips have arrived. When is my next shipment coming?

The Bundle is a usage-based subscription service, rather than a monthly set-amount of strips each month. Your account is still charged monthly on the same day, whether you've received a new shipment or not, to continue giving you access to the Bundle subscription features (strip use tracking, Pro, and Coach). 

 

Your first box arrives 3-5 business days after your order. We then use the number of imported values and the frequency to determine when you'll have at least 2 weeks left, and that is when we trigger a new shipment. Just please be sure you are signed in to the mySugr app using the same email address that you signed up for the Bundle with so that we have an accurate count of strips you've used and the frequency of your tests based on your imported values.

 

Also, after your initial Bundle box, replenishment boxes are shipped out on an estimated quarterly basis to help keep the cost of the Bundle as low as possible.

 

You can read more about how the Bundle subscription works HERE too.

 

Also, a neat way you can estimate when your next shipment is coming is by comparing your total of strips used over the last 14 days with the number of strips you have on-hand. Here's how:

 

First, grab your meter. 

Turn it on by tapping OK. 

Then, go to My Data > Averages > Overall > 14 days.

There is a number of tests overall for that time period at the bottom of the screen. 

 

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We usually ship out the next shipment when you have on-hand roughly what should last 2 weeks, which should also be around what that value is. 

 

So, if you test, let's say hypothetically, 100 times in that 2-week span, you’ll likely get a new shipment triggered when we have a count of 100 or a little more strips on our side. Of course, this works only if your meter has been uploading properly to the app. 

 

Once you get to that amount of strips and if you still have not gotten an email from us about shipping, write to us in support and we can go through some troubleshooting steps and see about adjusting the strip count and/or triggering an emergency shipment to you.

support@mysugr.com 

 

Please note: Manual entries do not count toward your strips-used in our database, though, so let us know if you are having any trouble syncing your meter to your mySugr app. Otherwise, this could cause a delay in getting your next shipment out on-time and could cause you to run out.

 

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