Talk to a real person.
Questions about getting started, how the process works, your visit, or a shipment? Call, and a member of the Promise team picks up. A short greeting, then a person — no phone tree.
What we can help with
Getting started
Which treatment page to open, how the questionnaire works, and what to expect from the provider review.
How the process works
From your first visit to the pharmacy to your door — and what happens if a provider says no.
Your visit
Where things stand, what's still needed from you, and how to reach your provider.
Shipping and your account
Tracking, temperature-safe packaging, renewals, or cancelling.
The one thing the support line doesn't do is give medical advice. Whether a treatment is right for you, how to take it, what a side effect means — those belong in your visit, where a licensed provider can actually see your history. Not sure where a question goes? Call anyway. We'll point you to the right place.
What happens when you call
- 1
A short greeting plays
A few seconds, so you know you've reached Promise.
- 2
A team member picks up
During hours, the line rings a real person on the Promise team — not a call center.
- 3
If we miss you, we call back
Leave your name and number. Please keep health details off voicemail — we'll take those from you directly, when we talk.
Prefer to write?
Email support@mypromise.com and a person replies within one business day. Keep health details out of email too — if a question needs your history, we'll bring it into your visit, where it's protected.
Want an answer right now, at any hour? The Promise Guide covers general questions about treatments and how Promise works. For anything about you specifically, call us or start a visit.
Where we are
Scottsdale, AZ 85251
This is our office, not a clinic — there's nothing to visit and no one to see in person. Every step, from the questionnaire to the provider review to the shipment, happens online, by phone, and by mail.
Privacy requests
privacy@mypromise.com — access, correction, or deletion of your information. See our privacy policy.
Legal notices
legal@mypromise.com — for counsel, regulators, and formal notices.
Press
Reporting on Promise? The media contact is on the press page.
Common questions.
Can I ask about my prescription or dosing on the phone?
The team can tell you where your visit stands and how to reach your provider. See the note above for which questions belong in your visit.
What if I call outside hours?
You'll reach voicemail. Leave your name and number (no health details, please) and we'll return the call on the next business day.
Does calling start a visit?
No. A call is just a conversation. A visit starts when you fill in a treatment's own questionnaire — and a licensed provider reviews every request; not everyone qualifies.
Do you have a location I can visit?
No. Our Scottsdale address is an office, not a clinic. Promise is telehealth: everything happens online, by phone, and by mail.
Which states do you serve?
All 50 U.S. states and Washington, D.C. Not every treatment is available in every state — the questionnaire checks yours.