Wellspring FAQ

Are those question marks all over your face? We get it. You love a good deal, but can you trust us?

1. Everyone wants a bargain, but this is my body we're talking about. How do I know you're selling real meds? The long way: Order it, check the manufacturer, check the NDC number, test it on your pet rock. The short way: Trust Norton Guarantee, Trustpilot, Authorize.net and the FDA.

2. You beat prices, right? How do I enter the lower price I found? We're proud to promise the lower-than-lowest-prices. We regularly track prices web-wide to be sure we're coming in on bottom. But if you somehow find a lower price, please do tell. Start here!

3. Sounds good. Maybe too good. If you're beating prices, how are you staying in business? Hey, good question! And there's a good answer: We can afford to price lower because we have very few overhead expenses. We don't spend a lot on ads like other companies. And we buy direct from the manufacturer, so there's no middleman-markup.

4. Are you based in America? Yup. New York, to be precise.

5. What if I need my meds faster? Shipping is normally 3-4 business days anywhere in the states, for free. If you need it faster, please choose expedited shipping at checkout.

6. Can I return? Yes, and we're not your mom, so we don't ask personal questions when you do. So long as it's unopened, any product can be returned FREE within 30 days.

7. I have another question. Who can I talk to? Sure, super nice humans live at your service from 9am-9Pm EST on weekdays and 10-6pm on weekends. 

General HSA/FSA Questions

1. What is Flex and what is their relationship with Wellspring? Wellspring has partnered with Flex to allow you to use your Health Savings Account (HSA) or Flexible Spending Account (FSA). This means you can now use your HSA or FSA debit card to buy Wellspring products with pre-tax dollars, resulting in net savings of 30-40%, depending on your tax bracket.

2. How do I pay with my HSA or FSA card? To use your HSA or FSA debit card, add products to your cart as usual. At checkout, select “Flex | Pay with HSA/FSA” as your payment option, enter your HSA or FSA debit card, and complete your checkout as usual. If you don’t see “Flex | Pay with HSA/FSA,” you may be in Shop Pay. Select “checkout as guest” to view more payment options.

3. What if I don’t have my HSA/FSA card available? If you don’t have your HSA or FSA card handy, still select “Flex | Pay with HSA/FSA” as your payment method. Enter your credit card information and Flex will email you an itemized receipt to submit for reimbursement.

4. Why can’t I see Flex as a payment method? The key here is to make sure you are logged out of ShopPay. One of the easiest ways to do this is to go through checkout in an incognito window.

5. Why is my HSA/FSA card being declined? HSA/FSA cards are debit cards, and the most common reason for declines is insufficient funds. Reach out to your HSA/FSA administrator to confirm your balance.

6. I submitted my Flex itemized receipt for reimbursement and my FSA requires more information. Please forward us the request from your FSA, and we will work with the Flex team to issue you a new receipt.

7. Help! I didn’t receive an email from Flex with my itemized receipt and/or letter of medical necessity. What should I do? Please check your spam folder, as sometimes emails from notifications@withflex.com may be automatically filtered as spam by some email service providers. If you still can’t find it, please email support@withflex.com and let them know the email address associated with your order.

8. I would like to use multiple HSA/FSA cards to pay for an item. Can I do that?
No, unfortunately, this isn't a supported feature right now. If there are insufficient funds in a single HSA or FSA account, you can instead enter a credit card on the Flex checkout page. You will receive an itemized receipt and/or Letter of Medical Necessity from Flex, which you can submit for reimbursement.

9. My purchase receipt from Wellspring has a different number than what my FSA was charged. How can we resolve it?
Thanks for reaching out, and apologies for the discrepancy. We'll review the charges and get back to you with details of the likely refund shortly.

10. Is sales tax covered by HSA/FSA funds, or is it treated separately?
Sales tax for eligible items is also covered by HSA/FSA funds. If the customer has a split cart, the tax will be divided among the cards based on the items.

HSA/FSA Reimbursement Questions

1. My HSA/FSA Claim was denied. What should I do? We strongly recommend checking with your HSA/FSA provider to see if a purchase is eligible prior to completing the purchase. However, if you believe your claim has been wrongly denied, please send over any response from your HSA/FSA provider to us so we can share it with Flex and receive guidance on the next best steps to take. Please note that employer-sponsored FSAs can determine what products are eligible beyond the IRS’s guidelines, so it’s extremely important to check prior to purchase.

2. Can a customer purchase a product now and apply for FSA reimbursement in the next calendar year? The ability to apply for FSA reimbursement in a future calendar year depends on the policy of the specific FSA provider. Most FSA administrators require that the purchase be made during the time of coverage. For example, if the FSA coverage is for 2025, all purchases typically need to be made and/or submitted for reimbursement within that coverage period.

However, some administrators may have more flexible rules regarding the timing of when the expense occurred. We recommend that customers review their plan policy to confirm the details.

Note: Health Savings Accounts (HSAs) are different and generally allow for reimbursement at any time, even in future years.

3. Can old (non-Flex) customers use their order confirmation email to apply for HSA/FSA reimbursement? Unfortunately, for purchases made without using Flex in the checkout to receive an itemized receipt, it may be difficult to apply for reimbursement.

For Health Savings Accounts (HSAs), consumers can use an itemized receipt for reimbursement anytime after they have made the purchase, even if it is many years later.

For Flexible Spending Accounts (FSAs), most accounts require that the purchase was made in the calendar year during which the consumer had the FSA, as FSAs typically do not roll over. Some FSAs offer a buffer window, allowing customers additional time to submit receipts for expenses incurred during the previous calendar year.