Quick Answer: Many LMNs for catalog products are issued within minutes of completing your health assessment. Custom or non-catalog product requests typically take 24-48 hours. If it's been more than 48 hours, please reach out — we'll get it sorted right away.
We Hear You
We know this is the question on a lot of your minds, and we want to be straight with you: LMN delivery times are something we're always working to improve. Many catalog products now have LMNs issued in just minutes. For custom or non-catalog requests, our licensed healthcare providers review each case individually, which typically takes 24-48 hours.
What to Expect
Here's the typical timeline:
Step | What Happens | Timeframe |
Health assessment completed | Your information is submitted for medical review | Instant |
Healthcare provider review | A licensed healthcare provider (MD, DO, PA, NP) reviews your health profile | Minutes for catalog products; 24-48 hours for custom requests |
LMN issued | Your Letter of Medical Necessity is generated and delivered | You'll receive a notification |
Available in dashboard | Access your LMN from your Crates account | Immediately after issuance |
What If I Haven't Received My LMN?
If it's been longer than expected, here's what to do:
1. Check Your Dashboard
Log into your Crates account and check your LMN status. Your LMN may already be there even if you didn't see the notification email.
2. Check Your Email (Including Spam)
We send notifications when your LMN is ready. Sometimes these land in spam or promotions folders. Check for emails from Crates Health.
3. Reach Out to Us
If your LMN hasn't arrived and it's been more than 48 hours:
Chat with us using the widget in the bottom-right corner
Email us at [email protected]
When you contact us, include: - Your name and email address - The product(s) you're waiting on - When you completed your health assessment
We'll flag your request with our team and get your LMN prioritized.
Why Might There Be a Delay?
A few things can cause delays:
High demand periods - During open enrollment season (October-December), FSA deadline rushes, and tax season, we see much higher volume.
Incomplete health assessment — If key information is missing from your profile, our team may need to follow up before issuing your LMN.
Additional review needed — Some health profiles require extra review by our licensed healthcare providers, especially for less common products or conditions.
Important: Get Your LMN Before You Buy
Your LMN needs to be dated on or before your purchase date. If you buy a product before your LMN is issued, your HSA/FSA admin may deny the reimbursement claim.
If you've already made a purchase and are waiting on your LMN, let us know — we'll do our best to help.
Important: Backdating LMNs is against IRS policy and is something Crates will never do. Your LMN must be dated on or before your purchase date, and you must be in our system before the LMN issuance date. This is why we recommend getting your LMN before making any purchases.
We're Getting Better Every Day
Crates Health is growing fast — and that's because of you. We're committed to making this process faster and more transparent every day.
Thank you for trusting us. We've got you. 💙
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Still Need Help?
If you've been waiting more than 48 hours, please chat with us or email [email protected] now - we'll escalate your case immediately.