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Everything You Need to Know Before You Order

Getting in Touch

What's the best way to reach Canada Online Health?

You'll find our full contact details at the bottom of every page, and on our dedicated Contact Us page — phone, email, and live chat are all listed there.

Is there an email address I can use for questions?

Absolutely — reach our team directly at info@canadaonlinehealth.com. Every message is routed to the right department, and we genuinely welcome your feedback — it helps us keep improving our products, policies, and service.

How quickly can I expect a reply to an email or fax?

Our team aims to get back to every email within one business day. Faxes are picked up throughout normal business hours, though response times may run a little longer around statutory holidays.

Placing an Order

Is a prescription required?

In almost every case, yes — we need a valid prescription from a licensed physician for any medication that would require one at your local pharmacy. We hold to the same standard you'd expect walking into a pharmacy near you.

A valid prescription needs to include:

your doctor's name and contact details
the drug name, strength, quantity, and dosing instructions
your doctor's signature

Good to know: an unfilled prescription remains valid for six months from the date it was written.

What are my options for sending in a prescription?

The fastest route is uploading it directly through our website Upload Rx. You can also send it by email, fax, or mail — just keep in mind that even after submitting a copy, we'll still need the original mailed in.

Would rather skip the paperwork? Let us know and we'll reach out to your doctor's office directly to request a new prescription on your behalf.

Can I talk with a pharmacist about my medications?

Yes — free counseling with our licensed Canadian pharmacists is included, no appointment required.

Pharmacists are on hand Monday through Friday, 9:00am to 3:00pm Central Time.

Can your pharmacists write me a prescription?

Not currently — that has to come from your own medical provider. If it's easier, we're happy to contact your provider on your behalf to request one. Once we have a valid prescription in hand, we can move ahead with your order.

What's the largest supply you can send at once?

For shipments to the United States, we're able to fill up to a 3-month supply per prescription at a time. Need more after that? We'll process a refill as soon as it's due.

If you're located outside the USA, a larger volume — up to a full year's supply in some cases — may be possible. We'll just need to confirm the expiry dates on the batch being shipped first, so reach out and we can walk you through it.

I take several medications and don't see them all listed — can you still help?

Likely, yes. If something isn't showing on our site, we'll add it to our Unavailable Drug List and check with our pharmacy partners on your behalf, following up if it becomes available. Most brand-name and generic medications are within reach.

One exception: we don't carry controlled substances or narcotics of any kind.

Do you bill insurance directly?

We don't work directly with insurers, so orders are paid out-of-pocket. Check with your insurance provider beforehand to see whether they'll reimburse purchases made through us.

How does price matching work?

We'll match prices on prescription products sold by pharmacies approved by the Canadian International Pharmacy Association (CIPA).

To qualify, the item has to be identical and in stock and ready to ship — matching drug name, strength, manufacturer, country of origin, and dispensary as the competitor's listing.

Note that the competitor's shipping fee gets factored into the total cost comparison, and price-matched items aren't eligible to stack with other discounts or coupons.

Give us a call for the full details on our Price Match Policy.

How do promo codes get applied?

Codes from our emails or promotional calendar can be entered right at checkout online. Ordering by phone instead? Just mention the code to your patient service representative and they'll apply it for you. All codes are valid through their listed expiration date.

Why does account setup ask for my height and weight?

These numbers directly affect how your medication is dosed, so accuracy matters here. Please double-check what you enter when setting up your profile.

Can you fill a prescription for my pet?

We can, as long as there's a valid prescription for the pet on file.

Is it possible to get my medication without a child-safety cap?

Pharmacy regulations generally require child-resistant packaging where it's applicable. If you'd prefer to opt out, contact us and we'll send along a child- resistant cap authorization form with your next shipment.

What payment methods do you accept?

We accept American Express, electronic debit from your checking account, and mailed checks or money orders. Wire transfer is also available, though it may carry extra fees — reach out to us if that route works better for you and we'll walk you through it.

Why can't I pay with Visa or Mastercard?

It comes down to strict U.S. compliance rules for online pharmacies, along with higher transaction fees and fraud exposure tied to those networks. Avoiding them helps us run efficiently and keep prices competitive. The full explanation is available here.

How We Operate

How is my personal information protected?

Safeguarding your information is something we take seriously. Our practices are built to meet or exceed the standards set by Canada's Privacy Act, and we follow the Personal Information Protection and Electronic Documents Act (PIPEDA) for how personal data is collected, used, and shared. Full details live on our Privacy Policy page.

What's your return policy?

You have a 90-day window from your ship date to return medication for a full refund. Returns are accepted when a dispensing error occurred on our end, or if the product was damaged or otherwise affected during shipping.

To start a return, call our toll-free line and we'll provide mailing instructions along with authorization to refund your shipping cost (up to $12.95 USD).

Once the item arrives back at the dispensary it originally shipped from, a full credit is issued to your account.

How are orders shipped?

Every order ships with tracked delivery as standard, at our regular tracked-shipping rate — that way you can always follow your package's progress.

What happens if a medication gets recalled?

The moment we receive a recall notice, we check our current inventory against it. We then review purchases made in the relevant window — typically the past three months, or whatever period the recall specifies — cross-referencing lot numbers and expiry dates so only unaffected stock continues to move.

When Health Canada or a manufacturer flags a recall, we compile a list of any patients who may have received the affected product and start reaching out by phone. If we can't connect after several attempts, we'll follow up by email instead.

If the recalled product was shipped to you specifically, we'll walk you through how to return it, and our pharmacy team is available for any related questions.

Do you carry anything with pseudoephedrine?

No — we don't stock any pseudoephedrine-containing products.

What's your stance on narcotics and controlled substances?

We don't carry narcotics or any controlled medications, full stop.

Where can I read the site's terms?

Our full terms and conditions are available for review anytime.

And the terms of sale?

Those are posted on our terms of sale page.

Can multiple medications go out in a single order?

Yes, you can order more than one product at once. If your medications dispense from different countries, expect separate shipments — anything coming from the same dispensary ships together.

Is Canada Online Health itself a pharmacy?

Not directly — we're a global service connecting patients with online prescription access. We work alongside a licensed Canadian pharmacy plus additional licensed pharmacies in New Zealand, Australia, and the UK, helping customers find safe, high-quality, affordable medications through that network.

How do I know your pharmacy partners are properly accredited?

We work with a fully licensed Canadian pharmacy authorized to dispense medications internationally, and we're proud of that partnership — it's built around consistently high standards for quality and patient safety.

Understanding Your Medication

Why do some medications go by different names in Canada?

Drug manufacturers register separate trade names in different countries, so the same medicinal ingredient can carry a different brand name depending on where it's sold. Farxiga in the U.S., for instance, is sold as Forxiga in Canada; Zetia in the U.S. is Ezetrol in Canada.

Is everything cheaper coming from Canada?

Most of the time, yes — but not universally. Pricing can vary by medication, so it's worth checking rather than assuming.

What exactly is a generic medication?

Generics share the same active ingredients and strength as their brand-name counterparts, differing only in things like shape, color, size, markings, or inactive fillers. We select our generic products carefully so you're never compromising on quality. Choosing generic isn't settling for less — it's the same therapeutic effect at a lower cost, which is exactly why so many of our customers now prefer generics over the branded originals. Have questions about a specific product? We're glad to help.

So generic and brand-name are basically the same drug?

Therapeutically, yes — same active ingredients, same concentrations. Appearance is really the only place they differ: color, size, shape, and non-active fillers can vary.

What's a parallel-imported medication?

This refers to genuine brand-name medicine originally sold into one country, then purchased by wholesalers and resold into another — the UK, for example. Because pricing differs from country to country, wholesalers can source brand-name product more cheaply elsewhere and bring it into the UK market through specialized channels. Picture a brand-name product originally labeled in Italian being imported into the UK: it must go through a tightly regulated relabeling process, adding English-language labeling for sale there. That's why you may occasionally see a second language alongside the English labeling on these products.

Why isn't Neurontin (gabapentin), Vicodin, or similar medications available here?

These fall under controlled substances or narcotics, which we don't carry — and more broadly, we steer clear of any medication with real potential for misuse.

Does Canada carry every medication?

Most, but not all. If something you need isn't showing up on our site, give us a call — one of our Patient Service Representatives can confirm availability directly.

My pills look different from what I usually get locally — is that normal?

It is. Regulations and patent laws differ by country, so size, shape, color, and markings can vary even for the same medication. If anything looks unfamiliar, give us a call — our pharmacists are happy to talk it through with you.

Where does your medication actually come from?

Patient safety drives our sourcing decisions. We work with dispensaries in Canada, the United Kingdom, the European Economic Area, the USA, Australia, and New Zealand — all regions with strong regulatory oversight and adherence to Good Manufacturing Practices, which gives us confidence in the quality coming through our partners.

Will I always find a lower price with you than locally?

Usually, though not guaranteed every time — pricing shifts by state, country, and even pharmacy to pharmacy. What we can promise is quality medication at a competitive price without the legwork of shopping around. Plenty of our customers actually split their purchases between us and their local pharmacy depending on the medication. If you want a quote before deciding, our team is happy to provide one.

Does any of your medication come from India?

It can, yes. India produces more generic medication than any other country in the world, and Indian manufacturers supply well over 40% of the generic drugs used in the United States. Companies like Sun Pharma, Dr. Reddy's, and Cipla are internationally recognized and meet the regulatory standards required by the USA, UK, EU, and Canada. We only work with dispensaries we've vetted thoroughly, so you get the cost savings without compromising on safety or quality.

Do you ship any and every prescription drug?

Not every single one, but we do carry most generic and brand-name prescription medications.

Controlled substances and narcotics remain off the table entirely.

Why don't my pills match what I get from my usual pharmacy?

Size, shape, and color can shift depending on which country a product ships from, due to differing regulations and patent rules. If anything gives you pause, reach out — our pharmacists are ready to answer questions or ease any concerns.

Do your dispensary partners source internationally too?

They do. Our network spans licensed pharmacies in Canada, the U.S., the United Kingdom, Australia, Mauritius, and New Zealand.

Where are your government-approved dispensaries based?

Across Canada, the U.S., the United Kingdom, New Zealand, Mauritius, and Australia.

Where can I read reviews from other Canada Online Health customers?

Customer reviews and testimonials are posted right on our site — a good way to get a feel for what others have experienced with us. https://www.canadaonlinehealth.com/reviews

Changed Your Mind?

Can an order be cancelled once it's already submitted?

Sometimes — it depends how far along it is in processing. Call us right away at 1-800-226-3784 (1-800-CAN-DRUG) and a patient service representative can check.

Worth noting: cancellation after submission isn't guaranteed.

What if I just change my mind about an order?

That's fine — you can cancel any time before it ships. Call 1-800-226-3784 (1-800-CAN-DRUG) as soon as possible to let us know.

I received the wrong medication or dosage — now what?

Call our toll-free line at 1-800-226-3784 (1-800-CAN-DRUG) right away. We'll investigate immediately, and depending on what we find, we may reship your order at no charge or issue a refund. Any error on our part is fully our responsibility to fix.

Remind me — what's the return policy?

You have 90 days from your ship date to return medication for a full refund, provided there was a dispensing error on our end or damage/issues occurred in transit.

Call our toll-free number to get return instructions and authorization for a shipping-cost refund (up to $12.95 USD).

Once the product is received back at its original dispensary, we'll issue a full credit to your account.

How do I check on a return or cancellation request?

Reach our patient service team by phone or through our website, and we'll give you a status update along the way.

Do cancellations or returns come with a fee?

Not for damaged or incorrect items — we don't charge anything in those cases, since getting it right for you is the priority. Some specifics, like exact processing timelines, can vary, so it's always worth checking our site or asking a representative for the latest details.

Earn Through Referrals

How does the referral program actually work?

Send us anyone — a friend, family member, whoever — and once they sign up, they're linked to your account as your referral. Every order they place earns your account an automatic 5% credit of their order amount.

It doesn't stop there: if your referrals go on to refer their own friends and family, you'll earn an additional 2.5% cashback on those orders too.

Want the full rundown? Give us a call — we're happy to explain.

Can I refer my pet?

As much as pets are family, they're not eligible for the Referral Rewards Program.

Can referral credit go toward buying medication?

Yes, in most cases you can put your referral credit toward a purchase — we want getting to your medication to be as simple as possible.

Can referral credits be cashed out directly?

They're meant to be used toward orders with us rather than withdrawn as cash, though with your authorization, we can transfer credits to a family member's account.

Is there any limit on who I can refer?

Not really — friends, family, anyone interested in ordering through us is fair game.

How can I confirm a referral went through?

Call 1-800-226-3784 (1-800-CAN-DRUG) and a patient service representative can confirm whether your account was credited once your referral's purchase completes.

Is there a cap on how many people I can refer?

None at all — refer as many people as you'd like and keep earning credit.

How does a friend or family member get signed up?

After you've placed your first order, your referral can sign up online or by calling 1-800-CAN-DRUG (226-3784). All they need to provide is your name plus one identifying detail — your phone number, mailing address, or email — and your referral savings kick in starting with their very first order.

Can my earnings be paid out as a check?

Yes, once your balance hits $50 or more, you can request a mailed check. A $10 cash-out fee applies to cover administrative, printing, and mailing costs, and payouts are capped at $500 USD per month.

Is there a limit to how much I can earn?

The more people you bring in, the more you earn — it scales with every referral who becomes a Canada Online Health customer. That said, cash payouts max out at $500 USD per month.

Does cashing out cost anything?

There's a $10 service fee to process a payout, which covers the administrative and mailing costs of sending a check. Using your rewards as purchase credit, on the other hand, is completely free.

Can I move my referral balance to someone else's account?

Yes — just let us know and we can transfer your balance to another person's account with us.

Keeping Your Information Safe

How seriously does Canada Online Health take patient privacy?

Very seriously — it's central to how we operate. Advanced security measures and strict privacy practices protect your information at every step, in line with Canada's Personal Information Protection and Electronic Documents Act. You can review the full details on our Privacy Policy page.

Is entering my credit card details secure?

It is — our platform is built to protect your card information, and standard safeguards like encryption and fraud monitoring add another layer of protection for your account.

What kind of security protects online transactions?

We rely on industry-standard protections — encryption and secure payment gateways — to keep your payment details safe throughout the checkout process.

Are my medical records kept private?

Always. Medical records and personal details are kept strictly confidential, and nothing is shared without your consent.

How is my privacy protected during order processing?

We handle every prescription order carefully, and packaging is kept discreet to protect your confidentiality throughout delivery.

Shipping, Tracking & Delivery

What's the tariff compliance fee for?

This fee covers the software we use to manage tariffs and calculate duties on your shipment's contents — it supports tariff and tax calculations and compliance across every region we ship from, including Canada, the UK, Australia, and New Zealand. Even when the tariff itself is 0%, this fee still applies, since it isn't a tax or tariff in itself. Questions about it? Our customer service team can walk you through it.

How long does delivery typically take?

Standard mail delivery usually lands in 14 to 28 days. Choose expedited shipping from Canada and you're looking at roughly 8-10 days instead.

Keep in mind: occasional factors outside our control can push delivery times out further, so we recommend placing orders about 8 weeks before you expect to run out of medication.

Will I be charged anything beyond the medication price?

A tracked-shipping fee applies to every order, and international or expedited shipping carries its own variable charges. Whatever the total, you'll see it clearly communicated before your order is confirmed.

Does shipping to the United States happen from Canada?

Yes — our Canadian pharmacy ships directly to the United States, so getting your medication conveniently is standard practice for us.

Do you ship outside the U.S. as well?

We can, globally, with some restrictions depending on the destination — call us to confirm whether we can ship to your country.

What if my order never arrives?

If your order doesn't show up within our reshipment guarantee window, we'll send a replacement — just contact us right away to arrange it. Reshipments are free of charge, though if both packages eventually turn up and you decide to keep both, you'd be responsible for paying for both.

How much does shipping cost?

Every order ships with tracked service, and the cost reflects whatever is quoted at the time your order is priced — tracked shipping is standard so your order stays visible in transit. For expedited or international options, one of our Patient Service Representatives can give you specifics.

How do I follow my package once it ships?

You'll get an email with a tracking number and link as soon as your order ships. If you'd rather not wait for the email, just contact us and we can pull up the latest tracking status directly.

Is overnight or 2-day shipping available?

Not currently — customs processing adds a few days that are outside our control, so we can't guarantee that turnaround. The quickest option we offer today is expedited delivery from Canada via Canada Post.

What carrier handles the actual delivery?

Orders start with the dispensary's local postal service, then hand off to the United States Postal Service once they reach the U.S. for final delivery to your door — true whether you've chosen tracked or expedited shipping.

What's the typical shipping window?

Standard shipping runs 14-28 days on average; expedited shipping from Canada usually arrives in 8-10 business days. We work closely with our logistics partners to keep orders landing within 28 days whenever possible.

Can I update my shipping address after ordering?

Contact a patient service representative as soon as you can so we can make the change accurately and securely. Call us toll-free at 1-800-226-3784 (1-800-CAN-DRUG).

What if my shipment is delayed or something seems off?

Reach our patient service team at 1-800-226-3784 (1-800-CAN-DRUG) and we'll help sort it out.

U.S. Tariff Charges Explained

What sets the tariff rate on my order?

The country where your medication was manufactured — not where it ships from or to — determines the tariff. These rates track current U.S. policy for each manufacturing country. More detail is available at https://www.canadaonlinehealth.com/faq.

Can tariffs be reduced or waived?

Not under our current policy — tariffs are applied based strictly on country of manufacture, with no offsets or discounts available.

What are the current rates by country?

These illustrative rates are current as of this writing and subject to change with policy updates:

India (IN): 50% (this includes a current penalty tied to 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%

At checkout, the tariff appears as a line-item dollar amount reflecting that percentage of the product's value.

How does the checkout breakdown look?

You'll see an itemized total made up of:

the medication's price
the tariff amount, based on country of manufacture (shown as a dollar figure reflecting the applicable percentage)
other standard charges, like shipping

The full payable total is displayed before you confirm your order.

Can you walk through an example?

Example 1: a medication shipping from Canada, manufactured in Canada

Tariff: an amount equal to 35% of the product value
Shipping: rolled into the standard shipping fee
Checkout total: product price + tariff amount + shipping

Example 2: a medication shipping from the UK, manufactured in India

Country of manufacture: India
Tariff: an amount equal to 50% of the product value
Shipping: rolled into the standard shipping fee
Checkout total: product price + tariff amount + shipping

How do you determine where something was manufactured?

Country of manufacture refers to where the medication is physically produced. If it's produced in one country but sourced or shipped from another, the tariff is still based on the manufacturing location, per our policy and the applicable regulatory framework.

Do all medications from the same country carry the same tariff?

Generally yes, tariff rates are fixed per country of manufacture, though they remain subject to regulatory changes, and some medication categories may be classified differently under applicable law, which can shift the rate.

How will I find out if rates change?

We post updates whenever tariff information changes and reflect anything material in checkout notices. Updated rates also show up on medication pages and in our tariff explainer at https://www.canadaonlinehealth.com/faq.

Does every shipment carry a tariff charge?

Tariffs apply specifically to imported medications shipping to the United States, based on country of manufacture. The standard shipping fee, on the other hand, applies to every shipment regardless of destination.

Are there any exceptions to these tariffs?

Not currently — rates are fixed by country of manufacture without offsets. Should exemptions or policy changes come into effect, we'll communicate them clearly at checkout and update our FAQ page accordingly.

Where can I learn more about this?

Our full Tariffs by Country of Manufacture breakdown lives on our FAQ page: https://www.canadaonlinehealth.com/faq. For additional context, see our article Explaining Our Shipping Fee Increase and Country-of-Manufacture Tariffs. Have a question about a specific order? Contact our Customer Support team with your order number and we'll take a look.