FAQ

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

Contacting Us
Creating an Account
Purchasing and Returns
Product Questions
Paying for Your Order
Order Delivery and Acceptance
Drug Disposal
Billing and Payments
US Tariffs

How can I contact CanadaOnlineHealth.com?

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

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.

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?

Please give us call to place a refill or simply go online and click refill.

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.

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.

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 Wire Transfer?

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 1-800-399-3784 to speak with a Patient Service Representative about this.

Can I pay for my prescription medication by Cryptocurrency?

Yes. If you have more questions about this method of payment please call 1-800-399-3784 to speak with a Patient Service Representative about this.

Why doesn’t CanadaOnlineHealth accept Mastercard or Visa payments?

We don’t accept these cards due to strict U.S. compliance regulations for online pharmacies, high transaction fees, and increased fraud risks. These factors make it challenging to keep our operations efficient and prices competitive. Read the whole article here.

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.com 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.com 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.com pharmacy partner will prepare a list of patients who may have received the recalled product. CanadaOnlineHealth.com 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.com. Additionally, CanadaOnlineHealth.com will email the patient a notification of the product recall.

What is the tariff compliance fee?

This tariff compliance fee covers the cost of the tariff compliance software that manages tariffs and helps determine duties based on the contents of your shipment. The fee supports tariff management, duties and tax calculations, and ensuring compliance for shipments from anywhere in the world, including Canada, the UK, Australia, and New Zealand. The tariff itself may be 0% or more, but this fee still applies. It is not a tax or a tariff. If you have any questions about this fee, please contact our customer service representatives.

Why is it important to safely dispose of expired or unused medications?

Unused or expired medications left in the home are a significant public health risk. According to the U.S. Substance Abuse and Mental Health Services Administration (SAMHSA), most people who misuse prescription drugs obtain them from family or friends — often from a household medicine cabinet.

Accidental ingestion by children and pets is also a leading cause of medication-related emergencies. Beyond household safety, flushing or trashing medications improperly introduces pharmaceutical compounds into drinking water supplies and aquatic ecosystems. Safe, responsible disposal protects your household, your community, and the environment.

Can I return medications to your Canadian mail order pharmacy?

As a Canadian mail order pharmacy serving U.S. patients, we are not able to accept returned medications under U.S. federal law. However, U.S. patients have several excellent free options available to them. These options are safe, anonymous, and do not require proof of purchase or identification.

DISPOSAL OPTIONS

  • Drug take-back kiosks (★ Recommended): Secure, DEA-authorized drop boxes located in pharmacies, police stations, and hospitals for year-round, anonymous disposal.
  • National Prescription Drug Take Back Day: Twice-yearly DEA events held nationwide for safe, anonymous medication collection and disposal.
  • Prepaid mail-back envelopes (★ Best for mail order patients): DEA-authorized envelopes that allow you to return unused medications by mail for safe destruction.
  • DisposeRx (at-home disposal): A powder added to your medication bottle with water to create a biodegradable gel, making the medication safe for household trash.
  • Household trash disposal (last resort): Mix medications with an unpalatable substance, seal in a container, and place in the trash if no other options are available.

What are drug take-back kiosks and where do I find one? ★ Recommended

DEA-authorized drug take-back kiosks are secure drop-boxes located inside pharmacy waiting areas, police stations, and hospitals across the United States. They are free, available year-round, and completely anonymous. No ID, no form, no prescription required. The DEA lists over 16,500 authorized drop-off locations nationwide.

  • Walgreens: Nearly 1,500 locations with kiosks across 46 states.
  • CVS Pharmacy: Kiosks at select locations nationwide.
  • Rite Aid: Kiosks available at many locations.
  • Police stations: Many local law enforcement agencies maintain year-round medication drop boxes.
  • Hospitals and clinics: Some operate collection bins in pharmacy waiting areas.

What is accepted: Most prescription and OTC medications in pill, capsule, patch, and liquid form (sealed original containers). Most kiosks do not accept sharps or illicit substances.

Find the nearest authorized drop-off location at DEA.gov/everyday-takeback-day or search 'medication drop box near me'.

What is the DEA National Prescription Drug Take Back Day?

The U.S. DEA holds National Prescription Drug Take Back Day twice per year — every April and every October — at thousands of temporary collection sites nationwide. Since the program launched in 2010, over 20 million pounds of medications have been collected and safely destroyed.

  • Free and completely anonymous
  • Accepts tablets, capsules, patches, and sealed liquid medications
  • Vaping devices and cartridges accepted if lithium batteries are removed
  • Collected medications are incinerated — the EPA's recommended method
  • Syringes, sharps, and illicit substances are NOT accepted at Take Back Day events
Find your nearest Take Back Day event at DEATakeBack.com

Can I mail my medications back for disposal? ★ Best for mail order patients

Yes — and this is often the most convenient option for mail order pharmacy patients, since you are already accustomed to receiving medications by mail. DEA-authorized prepaid mail-back envelopes allow you to fill the envelope with your unused medications, seal it, and drop it in any U.S. mailbox. No trip to a pharmacy or police station required.

  • Where to get them: Ask at the pharmacy counter at Walgreens, CVS, Rite Aid, or other retail pharmacies. Many are provided free of charge.
  • Stericycle RxDestroy Envelopes: A widely available DEA-authorized mail-back brand. Available at rxdestroyenvelopes.com.
  • What is accepted: Most solid medications — pills, capsules, patches. Liquids and sharps are generally not accepted in mail-back envelopes.
  • Controlled substances: Many mail-back programs are DEA-authorized to accept Schedule II–V controlled substances.
Mail-back envelopes are the recommended option for patients who live in rural areas, are mobility-limited, or simply prefer to handle this from home.

What is DisposeRx and how do I use it at home?

DisposeRx is an at-home medication disposal product. When added to a prescription bottle with warm water, the powder forms a biodegradable gel that renders the medication unusable and safe for household trash disposal. It is accepted by the FDA as a safe at-home disposal method.

How to use:

  • Add warm water directly into your medication bottle
  • Add the DisposeRx powder packet
  • Wait a few minutes while the mixture solidifies into a gel
  • Seal the bottle and place it in your household trash

Where to get it: Free DisposeRx packets are available at the pharmacy counter at most CVS and Walgreens locations — just ask. No purchase required. More info at DisposeRx.com.

How do I safely dispose of medications in the household trash? (Last resort)

If no take-back program or mail-back envelope is available, the FDA and EPA allow most medications to be discarded in household trash — provided you follow these steps:

  • Remove medications from their original containers
  • Mix thoroughly with something unpalatable: used coffee grounds, dirt, or cat litter
  • Seal the mixture in a resealable bag or closed container to prevent leaking
  • Place in household trash — not recycling
  • Before discarding the empty prescription bottle, black out your name, address, and prescription number with a permanent marker

Important: Do not use this method for controlled substances or any medication on the FDA flush list — use a DEA-authorized take-back location instead.

Which medications should be flushed down the toilet?

For the vast majority of medications, flushing is NOT recommended due to environmental concerns. However, the FDA maintains a specific flush list — a narrow set of powerful controlled substances where the immediate risk of accidental ingestion or misuse outweighs the environmental impact.

Common flush-list medications include:

  • Fentanyl patches and films
  • Oxycodone (OxyContin, Percocet)
  • Hydrocodone (Vicodin, Norco)
  • Morphine
  • Certain other Schedule II opioids and stimulants

If your medication is NOT on the flush list, do not flush it. Check the current FDA flush list at: FDA.gov — Drug Disposal Flush List.

How do I dispose of needles, syringes, and sharps from a mail order pharmacy?

Sharps — including needles, syringes, lancets, and auto-injectors — require special handling and cannot be placed in regular household trash, recycling bins, or mail-back envelopes. Loose sharps can injure waste workers and others.

  • Sharps mail-back programs: Purchase an FDA-cleared puncture-resistant sharps container with a prepaid return shipping label. Available at most retail pharmacies.
  • Local sharps drop-off: Many pharmacies, clinics, and public health departments accept sealed sharps containers. Find a site at SafeNeedleDisposal.org.
  • Community hazardous waste programs: Some municipalities hold periodic sharps collection events. Contact your local health department.
  • Home needle destruction devices: FDA-cleared devices that permanently disable needles are available for purchase at pharmacies.

Never place loose needles or syringes in household trash, recycling, or any regular mail envelope. Always use a puncture-resistant sharps container before disposal.

How do I protect my privacy when disposing of prescription medications?

Your prescription label contains sensitive personal health information, including your name, address, physician, and medication details. Before discarding any medication container:

  • Use a permanent marker to completely black out your name, address, date of birth, and prescription number
  • Or peel off the label entirely and shred it
  • This applies whether you are throwing out the bottle, placing it in a kiosk, or using a mail-back envelope

Note: DEA take-back kiosks, Take Back Day events, and most mail-back programs do not require identification. Disposal is fully anonymous

Where can I find a medication disposal site near me?

The DEA lists over 16,500 authorized year-round medication drop-off sites across the United States. The quickest ways to find a location:

  • Visit DEA.gov/everyday-takeback-day and use the location search tool
  • Search 'medication drop box near me' or 'drug take back near me' in Google or Apple Maps
  • Call your local police department — most can direct you to their nearest drop box
  • Ask at any Walgreens, CVS, or Rite Aid pharmacy counter

For sharps disposal specifically, use SafeNeedleDisposal.org

What descriptor name will appear on my billing statement?

Charges for your orders may appear on your statement under a payment descriptor such as PHM 1-800-293-9028. The toll-free number connects you to our billing support team, which you can call if you have any questions or concerns about a charge. If you do not recognize a charge, please call the number listed on your statement for assistance

How do I pay for my order?

You can pay for your order using American Express credit card, electronic debit from your checking account, mailing a check/money order. You can also use wire transfer but there may be additional fees, we would be pleased to speak with you about it if you feel that this would work best for you.

When will I be charged for my order?

Your payment is processed once your order and prescription has been reviewed and approved. This occurs before your order is shipped.

Why doesn’t CanadaOnlineHealth accept Mastercard or Visa payments?

We don’t accept these cards due to strict U.S. compliance regulations for online pharmacies, high transaction fees, and increased fraud risks. These factors make it challenging to keep our operations efficient and prices competitive. Read the whole article here.

Is it safe to use my credit card?

Yes. We have a secure platform that protects your credit card information. Additionally, credit cards use online security features like encryption and fraud monitoring to keep your accounts and personal information safe.

What measures do you take to secure online transactions at CanadaOnlineHealth?

We employ industry-standard security measures to protect your payment information during online transactions. This includes encryption and secure payment gateways.

What determines the tariff on my medications?

The tariff is determined by the country of manufacture (the country where the medication is produced), not by where it is shipped from or to. Tariffs follow current US policy for each country of manufacture. For details, see https://canadaonlinehealth.com/faq.

Are there offsets or discounts on tariffs?

No. Our policy does not include offsetting or discounting tariffs. The tariff amount is added based on the country of manufacture.

What are the current country-of-manufacture tariff rates?

Illustrative current rates by country of manufacture (these can change with policy updates):

  • India (IN): 50% (includes current penalty imposed by the US for India’s purchase of Russian oil).
  • Switzerland (CH): 39%
  • Canada (CA): 35%
  • European Union (EU): 15%
  • Israel (IL): 15%
  • New Zealand (NZ): 15%
  • Turkey (TR): 15%
  • United Kingdom (GB): 10%
  • United States (US): 0%

Tariffs are shown as an amount on the checkout line item that represents a percentage of the product value.

How are these charges shown at checkout?

You will see a clear, itemized breakdown that includes:

  • Medication price
  • Tariff by country of manufacture (shown as an amount that represents a percentage of the product value)
  • Other standard charges (e.g., shipping)

The total payable is displayed before you place your order.

Can you give me examples of how this works?

Example 1: Medication shipping from Canada and manufactured in Canada

  • Tariff amount: shown as an amount representing 35% of the product value
  • Shipping: included in the standard shipping fee
  • Total charges at checkout: product price + tariff amount + shipping

Example 2: Medication shipping from UK and manufactured in India

  • Product manufacture: India
  • Tariff amount: shown as an amount representing 50% of the product value
  • Shipping: included in the standard shipping fee
  • Total charges at checkout: product price + tariff amount + shipping

How do you determine country of manufacture?

The country of manufacture is the country where the medication is produced. If a medication is manufactured in one country but sourced from another, the tariff rate is determined by the country of manufacture as defined by our policy and regulatory rules.

Are tariffs the same for all medications within a country of manufacture?

Tariff rates are fixed by the country of manufacture and are the same for medications produced in that country, subject to regulatory updates. Some medications may be classified differently under applicable law, so rates can vary by medication category as defined by policy.

How will I know if rates change?

We publish updates on our tariff information and reflect any material changes in checkout notices. You’ll also see the updated rates reflected in medication pages and the tariff explanation here: https://canadaonlinehealth.com/faq.

Do these charges apply to all shipments?

Tariffs apply to medications that are imported and are determined by country of manufacture, for orders shipping to the United States only. The standard shipping fee applies to all shipments as part of the checkout charges.

Are there any exemptions or waivers?

At this time, tariffs are fixed by country of manufacture and offsets are not offered. If any exemptions or policy changes occur, we will clearly communicate them at checkout and on the FAQ page.

Where can I find more details?

See our Tariffs by Country of Manufacture information on our FAQ page: https://canadaonlinehealth.com/faq. For a detailed explanation, visit our article Explaining Our Shipping Fee Increase and Country-of-Manufacture Tariffs. If you have questions about a specific order, contact our Customer Support with your order number.