Canada Online Health

Frequently Asked Questions

Select the links for questions and answers in various topic areas. If you don’t find the answer you’re looking for, please Contact Us.

CONTACTING US

How can I contact CanadaOnlineHealth.ca?

You’ll find our phone and fax numbers, email addresses, and mailing address on a our Contact Us page.

Can I speak to someone on the phone about my symptoms and get some advice?

No. You need to speak to your primary healthcare provider for medical advice.

CREATING AN ACCOUNT

Why do you need my height and weight when I create an account?

Entering in your exact height and weight is important as this will affect your medication dosage. Please ensure the information you enter when creating your account is accurate.

What can you tell me about your protecting my privacy?

Your safety and privacy is our main concern, and we have created a system that ensures your personal information is safe and secure at all times. We are committed to the strict standards of Canada’s Personal Information Protection and Electronic Document’s Act. Further details are available on our Privacy Policy page.

How can I ensure my purchases and transactions are safe and secure?

Your privacy and personal safety are our number one concern here at CanadaOnlineHealth.ca. We invite you to review our Terms of Sale and Privacy Policy for more information about how we safeguard your information.

PURCHASING AND RETURNS

Do I need a prescription?

Yes, in order to purchase a prescription medication through CanadaOnlineHealth you must have a prescription from a licensed physician located in your area.

What if I don’t have a physical copy of my prescription?

If you do not have an actual copy of your prescription you will need to acquire one from your physician. You cannot purchase prescription medication without one.

How do I refill my prescription?

To refill your prescription please follow the steps on our Refill Prescription page.

I want to phone in my prescription. How can I place my prescription order after hours?

You can place your order for your prescription medication by Email, Fax or by uploading your prescription to our site. Please follow the steps on this page.

What do I do if I received the wrong prescription or wrong dosage?

Please call us Toll Free at 1-800-399-3784 right away if you have any concerns about your medication.

PRODUCT QUESTIONS

Is it true all prescription medications are less expensive in Canada?

No. While it is true that most medications are less expensive, there are some that are the same price or more expensive. It does depend on the medication.

Are all drugs available in Canada?

While we do have the majority of medications that are available in Canada, we do not have every medication that is available in other parts of the world.

Can I buy Valium, Oxy-Cotin, Tylenol #3 or other medications like this from CanadaOnlineHealth?

No. We do not sell controlled substances, narcotics and other addiction forming medications.

Can I use a coupon for my medication??

The coupons displayed on third-party websites are out of our control. Unfortunately many sites do not include the terms and conditions for using a particular coupon. Therefore it is up to our patient service representatives to determine if a coupon code is valid for a particular order. If there is a discrepancy between a coupon offered by a third-party website and us, our policies will prevail. If you have further questions about coupon usage please do not hesitate to contact us

What is a generic drug?

These are medications that contain the same active ingredients and concentrations of the name-brand products but will differ often in shape, color, size, markings and the non-active fillers. We have carefully selected these products to ensure that you are purchasing only the highest quality generic products. By choosing to buy a generic you are not buying an inferior medication; rather, you are simply choosing to save money on a product that has the same therapeutic effect to the name-brand equivalent. Some of the quality generic products that we offer are more popular than the name brands. If you would like more information on these products please don’t hesitate to contact us.

Can I request my medication be sent without a child resistant cap?

Currently the pharmacy regulations require that our partner pharmacies dispense medications in a child resistant container where suitable. In order for us to dispense medications without child resistant containers to you from our pharmacy we need to obtain a written request. To download a request form visit our Request Form page.

PAYING FOR YOUR ORDER

How do I pay for my order?

You will see payment options during the ordering process. If you are a first time visitor we recommend that you start your order here.

How do I return an order?

Please view our order return policy.

Can I pay for my prescription medication by E-transfer or PayPal?

Yes. Under special circumstances we can support this method of payment. There may be additional fees and/or time required to handle processing your order, but we would be pleased to speak with you about it if you feel that this would work best for you. Please call 1-800-226-3784 to speak with a Patient Service Representative about this.

ORDER DELIVERY AND ACCEPTANCE

What is the CanadaOnlineHealth Return policy?

You have 90 days to return your medications, from the date your order ships for a full refund. We accept returns if any mistake has been made on our part during dispensing, or if any damage or issues occurred during shipping and has affected your order.

To authorize a return, please call us toll-free, 24-hours a day at 1-800-399-3784 for instructions on where to mail the product back to and receive authorization for a refund of your shipping cost (up to $12.95 USD).
After your medications are received at the original dispensary (the same place your order was shipped from) you will be issued a full return credit on your account.

What is the CanadaOnlineHealth Recall Policy?

Within 24 hours of receiving a notification of a recall notice from a manufacturer or supplier, all affected CanadaOnlineHealth.ca pharmacy partners will:

  • Check if current inventory is affected by the recall
  • Check purchase orders from the last 3 months or within the time frame noted on the recall notice to determine if the recalled product was previously sold
  • Check outstanding purchase orders in transit to confirm that the lot numbers and expiry dates are for non-recalled product only

In the event that a CanadaOnlineHealth.ca pharmacy partner has any recalled product, they shall immediately remove the recalled product from inventory and make arrangements to return the recalled product to the manufacturer or supplier.

Alerting patients regarding potential recalled medications:

If you have received a product that is subject to recall, through collaboration with our partner pharmacies, CanadaOnlineHealth.ca will provide you with details on how to return the recalled product and will also provide counselling regarding any medication related issues.

On becoming informed of the recalled product from the relevant authorities such as Health Canada or the product’s Manufacturer, CanadaOnlineHealth.ca pharmacy partner will prepare a list of patients who may have received the recalled product. CanadaOnlineHealth.ca will then contact each patient by telephone to alert those patients of the recall of the product and to verify they are or are not in possession of the recalled product. Three attempts to contact the patient by telephone will be made and messages will be left for the patient to contact CanadaOnlineHealth.ca. Additionally, CanadaOnlineHealth.ca will email the patient a notification of the product recall.

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