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FAQ
We’ve put together some frequently asked questions about us and the services we offer.
You can send your prescription to us using the following methods:
- Email a copy of your prescription to [email protected].
- Fax a copy of your prescription to our toll-free fax number: 1-888-628-1678.
- Mail your prescription directly to us.
- If you give us your authorization and consent, we can contact your doctor’s office/local pharmacy and request a transfer of your prescription.
Yes! We offer shipping to every state in the US, including Alaska and Hawaii.
We charge a flat rate for shipping:
- Non-cold chain medication – $14.99
- Cold chain medication – $29.99
All items are shipped Xpress Post with a tracking number, which has a turnaround time of 5-8 business days from Winnipeg Manitoba, through Chicago via USPS.
Important: A signature is required for delivery. If you miss the first delivery attempt, please contact USPS immediately to arrange for pickup. If the package is not claimed or if a second delivery attempt is missed, it will be returned to the sender at the customer’s expense.
All cold chain products are shipped Xpress Post with a tracking number, which has a turnaround time of 5-8 business days from Winnipeg Manitoba, through Chicago via USPS.
Important: A signature is required for delivery. If you miss the first delivery attempt, please contact USPS immediately to arrange for pickup. If the package is not claimed or if a second delivery attempt is missed, it will be returned to the sender at the customer’s expense.
Premium cold chain insulation: Our baseline cold chain shipping package is a premium solution that includes specialized styrofoam designed to insulate cool temperatures.
Included in our cold chain insulated package:
- Multiple ice packs
- Insulated packing paper
- Waterproof medication storage bag
Things to consider when ordering cold chain products:
- All our cold chain shipments do require a signature, please plan accordingly to sign for your package. A tracking number will be emailed once your order has shipped.
- There is always a risk when it comes to shipping products, and there is a chance your medication may arrive warm due to shipping delays. The majority of our products are stable at room temperature, and this is generally not a big problem. However, if the products arrive warm, double-check if the liquid is cloudy or has any particles before using. Please call our customer support line to schedule a pharmacy consultation if you have any concerns.
- We are unable to purchase any type of insurance on cross-border prescription medication, and because of this, we are unable to offer a refund policy.
- Please note the risks above and acknowledge as well as our cold chain terms and conditions that when ordering cold chain products, you accept these risks as a part of the order process.
- To ensure timely delivery, packages are shipped from Monday to Thursday. During busy holiday periods, we recommend placing your order as early as possible.
Premium cold chain insulation: Our baseline cold chain shipping package is a premium solution that includes specialized styrofoam designed to insulate cool temperatures.
Included in our cold chain insulated package:
- Multiple ice packs
- Insulated packing paper
- Waterproof medication storage bag
If you receive your insulin and it is warm, please store it in the fridge. Insulin products can be stored at room temperature for up to 30 days.
Please do not hesitate to call us if you have any questions or concerns. You can contact us by calling our toll-free number: 1-888-668-2808.
Yes, we do offer that!
Please note that price-matching requests are subject to approval. If you would like to request a price match with a competitor, please provide the URL of their website and/or a screenshot of their current pricing. This offer cannot be combined with any other coupons or special offers.
Yes, you can call our toll-free number at 1-888-668-2808 and speak with a pharmacist if you have any questions about your medication. You will also receive a patient education sheet about your medicine with your order.
We can provide up to a 3 month supply of medication at a time.
If you have a valid prescription for your pet, we would be happy to assist you. You will need to create a new account and select “Pet” as the option. You can also place the order by calling us at our toll-free number: 1-888-668-2808.
A generic medication is a medication that is made by a company other than the one that developed the original medication. When patents on certain drugs expire, other manufacturers are permitted to produce and sell a generic version of the medication at a lower price. Generic drugs contain the same active ingredient as the brand-name drug and are required to have the same therapeutic effect by law. However, there may be some variations in the appearance of the drug, such as size, shape, and color.
The medications we provide through our partnered pharmacies may vary in appearance as they are sourced from different countries around the world. Generic equivalents of these medications may also differ in size, shape, color, and other fillers.
However, these medications have the same active ingredient as the brand-name medications.
Therefore, generic medications provide the same therapeutic effect as brand-name medications. If you have any questions or concerns, you may contact us at our toll-free number to speak with a pharmacist directly.
The availability of medications at our contracted pharmacies may vary. If you are looking for a specific medication and cannot find it on our website, please call us at our toll-free number 1-888-668-2808 or initiate a chat with one of our customer care representatives. We will be happy to check if one of our contracted pharmacies can obtain the medication for you.
If your shipment does not arrive within 10 business days from the date it was shipped, a member of our loyalty team will contact you.
We do not accept returns on medications. However, if there is a problem with the supply that was sent to you, please call us at our toll-free number: 1-888-668-2808.
We do not currently accept insurance as a form of payment. However, we can provide customers with medical expense reports to make insurance claims.
Your confidential information is a top priority for us. In accordance with Canada’s PIPED (Personal Information Protection and Electronic Documents) Act, we are prohibited from sharing your personal, medical, or financial information with anyone without your consent other than the healthcare professionals responsible for filling your prescriptions.