Orders and shipping FAQ’s
I have placed my order. When will it ship?
Once you place your Dexcom order, you will receive a confirmation email. Most orders are processed and shipped within 1–2 business days. You will receive a shipping confirmation email with tracking information as soon as your order leaves the warehouse.
Why did my order not ship right away?
There may be a short delay before your order ships due to stock availability, payment processing, or order verification. Orders placed on weekends or public holidays are processed on the next business day. If there is an unexpected delay, Dexcom will contact you by email.
Can I cancel my order?
Orders may be cancelled only if they have not yet been processed. To cancel an order, please contact Customer Service on 0800 031 5761 or [email protected] as soon as possible. Please have your Order Number from your Order Confirmation email ready. We may not be able to accommodate all order cancellation requests.
Where is my order? How do I track it?
You can track your order using the tracking link provided in your shipping confirmation email. If you have a Dexcom account, you can also log in to your account on the Dexcom website to view your order status and tracking details.
Who will deliver my order?
Deliveries are made using DPD. We would advise that you download the DPD app and set up delivery preferences such as where you are happy for your delivery to be left. You will be able to track your delivery on the app.
Can I make changes to my subscription?
Dexcom ONE+ and Dexcom G7 subscriptions are flexible and can be amended, paused or cancelled by logging into your Dexcom account.
Why are my orders not showing in my Dexcom online account?
There are a few common reasons why your orders may not appear in your Dexcom online account or order history:
Account Created After Ordering
If you placed an order as a guest (without logging in or registering) and then created a Dexcom account later, your previous orders will not automatically appear in your new account’s order history.
Different Email Addresses
If you placed an order using a different email address than the one you used to register your Dexcom account, your orders will not be linked to your account.
Multiple Accounts
If you have more than one Dexcom account (for example, you registered with different email addresses), your order history will only show orders placed under the currently logged-in account.
Child under 18?
Check you are logged in to your caregiver account not your child’s (dependent) account. Once logged in to your caregiver account you can access your dependents orders either in your caregiver account directly or by clicking into each of your dependent accounts (from within the caregiver account)
Will my future orders appear in my account?
Yes, if you are logged in to your Dexcom account when you place an order, your future orders will appear in your order history.
Contact Dexcom Customer Support
If you believe there is an error or need to link a previous order to your account, contact Dexcom Customer Support on 0800 031 5761 for assistance. Provide your order number and the email address used for the order.
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