Service-level capsule - Same-day replies Mon–Fri, 8 AM–5 PM ET (texts/call-backs); email within 1 business day - A physician is on call 24/7 for established patients’ urgent clinical needs - Not for emergencies — for life‑threatening symptoms, use epinephrine if prescribed and call 911

How to reach us: care@wyndly.com • Text/Call: 720‑730‑9988

Last updated: December 11, 2025

24/7 doctor access

Wyndly provides 24/7 doctor access for established patients. Message us any time for clinical questions, and review these response-time commitments and how to reach us. Important safety note: Messaging is not for emergencies—if you have life‑threatening symptoms (trouble breathing, throat swelling, fainting), use epinephrine if prescribed and call 911.

Service-level commitments (at a glance)

• Same‑day replies on weekdays for texts and most call‑backs (Mon–Fri, 8 AM–5 PM ET)

• Email replies within 1 business day (Mon–Fri, 8 AM–5 PM ET)

• On‑call physician after hours for established patients’ urgent clinical needs (evenings/weekends/holidays)

• Complex clinical reviews: often within hours and always within two business days

Need help now? See how to reach us below or visit our Contact page: care@wyndly.com • Text/Call: 720‑730‑9988 • More options at Contact Wyndly

Getting care when you need it

Important safety note: Wyndly messaging is not for emergencies. If you have life‑threatening symptoms (trouble breathing, throat swelling, fainting), use epinephrine if prescribed and call 911.

Who responds to your messages

• Clinical questions: A Wyndly clinician (your board‑certified physician or a trained clinical team member) replies during business hours. After hours, an on‑call Wyndly physician supports established patients’ urgent clinical needs.

• Non‑clinical questions (billing, shipping, scheduling): Our care coordinators handle these requests and will loop in a clinician whenever medical input is needed.

Our typical response commitments (SLAs)

• Text/SMS (Mon–Fri, 8 AM–5 PM ET): Same business day (often within a few hours).

• Email (Mon–Fri, 8 AM–5 PM ET): Within 1 business day.

• After‑hours urgent clinical issues (evenings/weekends/holidays): Triaged immediately by the on‑call physician; non‑urgent messages are queued for next business day.

• Clinical reviews: Many are completed within hours and always within two business days.

What’s clinical vs. customer support

• Clinical (use text/call, mark “URGENT” if after hours): New or worsening symptoms, medication questions, reactions to SLIT, treatment plan adjustments.

• Customer support (use text or email): Billing, shipping/tracking, refill timing, scheduling, portal access. Wyndly is a physician‑led practice with around‑the‑clock access for patients. Here’s exactly how to contact us, when to expect replies, and what to do for urgent issues.

• Call or text: 720‑730‑9988. Business support is available Monday–Friday, 8 AM–5 PM Eastern; a physician is on call after hours for established patients’ clinical emergencies.

• Email: care@wyndly.com for non‑urgent questions (billing, shipping, scheduling).

• After‑hours clinical emergencies: call or text 720‑730‑9988; our on‑call physician will triage. Mark your message “URGENT.”

Channels and typical reply windows

The timeframes below describe normal operations; complex clinical questions may require additional review.

Notes:

• We aim to answer most messages the same business day; at peak times, please allow up to 1 business day. For formal record reviews, our physicians “typically review your history within a few hours and will always complete the review within two business days.”

On‑call physician policy (after hours)

• A Wyndly physician is on call 24/7 for established patients’ clinical emergencies. After hours, call or text 720‑730‑9988 and state “URGENT.”

• Non‑urgent admin questions (billing, rescheduling, routine status updates) are handled the next business day.

What counts as urgent vs. non‑urgent

Urgent (use on‑call):

• Troublesome reactions (tongue/throat swelling, trouble breathing, faintness), severe asthma flare, or medication questions that cannot wait. Learn the signs of anaphylaxis and when to call 911.

Non‑urgent (use text or email during business hours):

• Refill timing, shipping questions, mild/local mouth itch with first doses, routine progress questions. Safety profile for SLIT is excellent and severe reactions are exceedingly rare.

Emergency guidance

• If you have symptoms of anaphylaxis (difficulty breathing, throat swelling, dizziness/fainting), use epinephrine if prescribed and call 911 immediately. Do not wait for a call‑back.

Refills and shipping timelines (so you know when to ask)

• Custom SLIT refills: pharmacy mixing typically takes 6 business days, then 2‑day shipping. Plan ahead and text us when you start your last bottle so we can time your next refill.

Clinical reviews and visit logistics

• Document/test reviews: usually within hours, always within 2 business days.

• Business support hours: Mon–Fri, 8 AM–5 PM Eastern. Text for a call‑back if you prefer a phone conversation.

Escalation if you have not heard back

1) Reply to your original text/email with “FOLLOW‑UP.” 2) If still unresolved by the next business day, text 720‑730‑9988 requesting a call‑back. 3) For urgent clinical issues after hours, use the on‑call line (same number) and mark “URGENT.”

FAQs

• Do I really have 24/7 access to a clinician?

• Yes. Business‑hour support is Mon–Fri 8 AM–5 PM ET; an on‑call physician is available after hours for established patients’ clinical emergencies.

• How quickly will I hear back on a complex question?

• Many medical reviews are completed within hours and always within two business days.

• Is SLIT safe to continue while I wait for a reply?

• SLIT has a strong safety record; most side effects are mild and local. If you ever develop breathing difficulty, throat swelling, or feel faint, stop, use epinephrine if prescribed, and call 911.

• When should I ping you about a refill?

• Message us when you open your last bottle; pharmacy prep is ~6 business days plus 2‑day shipping.

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Related resources

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