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FAQ – Frequently Asked Questions

If you don’t see the answer to your questions, or want to speak directly to us, please email us at or call 1-844-416-4282 to speak to one of our customer service representatives. You can also try our live chat for immediate assistance to your questions.
How to Order?

There are a  number of easy ways to order medications from our contracted licensed pharmacies.  The quickest way to order is to (Click here for details)

  1. Create your account and place your medication order online;
  2. Speak to one of our friendly Customer Service Representatives, at 1-844-416-4282.
  3. You can download our order form, fill it out and send it via mail or fax to the address on the form.
Is there a pharmacist available to speak to

Yes there is always a pharmacist available during the week. Call us at 1-844-416-4282 and ask for a pharmacist if you have any questions about your medication. You will also receive a patient education sheet about your medicine with your order.

Is a prescription required?

Yes! We require prescriptions for any product that requires a prescription in Canada or in your Country of Residence. We require a valid prescription for your medications regardless of where your order is being fulfilled. For your valid prescription to be accepted it must be from a physician licensed to practice in your Country of Residence.

Is there a limit on how much I can buy?

Yes, you may purchase only a maximum of a 3 month supply of each of your medications. If your physician writes a prescription for more than a 3 month supply, we can assist you in having those refills filled as they come due.

How long will it take for my order to arrive?


Prescription orders are normally processed within 3 days of receiving your prescription, placing an order and receiving payment. Once shipped, your medication will take approximately 3 to 6 weeks to arrive at your residence. Most packages are delivered via USPS.

There may be rare occasions where some shipments may take more than 8 weeks to arrive at your residence. This may be due to possible disruptions with international postal services or customs.

We ask that you be patient when it comes to shipping. However should your package not arrive within 8 weeks of your order being shipped, please contact us. If we cannot resolve the shipping issue we will arrange to send out a replacement order to you ASAP.

We do advise our patients to place an order for their medication as far in advance as possible to ensure no disruption in your care. We suggest at least 30-45 days prior to when the medication will be needed in order to be on the safe side.

Can I return an item ?

Prescriptions that have been dispensed and shipped to customers are not returnable to inventory under Canadian law and the pharmacy is required to destroy any previously dispensed medication. For this reason, all sales are final.

However, returns will be accepted if any mistake has been made during dispensing, or if any damage or issues occurred during shipment that has adversely affected your order.

As we are also committed to your satisfaction you are welcome to discuss any issues regarding your medication with a pharmacist.

To authorize a return, please call 1-844-416-4282 for instructions on where to mail the product back to.
After your medications are received at the pharmacy from where your order was shipped you will be issued a full return credit on your account.

Can I cancel my order once it has been submitted?

Refill orders cannot be cancelled as they are processed almost immediately and sometimes shipped within hours of receiving the order. Moreover legally once the product has left the pharmacy it cannot be reused.

You may cancel the first fill of a prescription by contacting us immediately and within 24 hours of your prescription being received.

Can you deal directly with my insurance company?

Because the insurance system is different in every country, we unfortunately cannot deal directly with your insurance company. If you have private insurance, you should contact your insurance company prior to ordering to see if they will reimburse you for prescriptions filled by our contracted and licensed pharmacies. A receipt will be issued for all of your prescriptions, and those receipts may be submitted to your insurance company for payment. They may reimburse you for these prescriptions, but you will need to check with them first.

How can I ensure that transactions are secure?

Privacy is very important to us. We pay close attention to the security and privacy of your confidential and personal information. Moreover, all online orders and other online communications are processed utilizing Secure Sockets Layer (SSL version 3.0 or higher) and secured by a true VeriSign SSL Certificate. This ensures that your data will not be intercepted by anyone elsewhere on the internet.

All information submitted to us online is encrypted before transmission. Encrypted orders are not readable by anyone other than authorized staff.
Our systems and networks are protected to prevent unauthorized traffic from reaching our internal network. In short they cannot be reached by unauthorized personnel.

If you have any further questions about our security measures, please email us at

Are there prescription medications that your contracted and licensed pharmacies do not ship?

Our contracted and licensed pharmacies do not offer for sale any narcotics, controlled substances, habit forming medications or drugs that can potentially be abused.

Some examples include Tylenol #3, Valium, Ativan, Barbiturates and Testosterone.

Is my personal information protected?

Yes! Safeguarding the confidentiality of your personal information is of primary concern.
Please visit our Privacy Policy Page to learn more.

In addition, Canada’s Personal Information Protection and Electronic Documents Act prohibits the release of your personal, medical and/or financial information without your written consent to anyone other than the health professionals responsible for filling your prescriptions.

What is your Privacy Policy?

Please click here for our Privacy Policy Page

What are your Terms of Sale?

Please click here for our Terms of Sale

Coupon Policy

Please be aware that we can only accept 1 coupon per order. If the coupon is for a specific product it will not be accepted for different products. Orders may be delayed if we need to clarify any of these issues with you. Please ensure that coupons are used appropriately as we reserve the right to hold orders that do not comply with our coupon policy.

Is Customer Care a pharmacy?

No, Customer Care is not a pharmacy. We are an online prescription referral service which provides our customers with direct access to affordable prescription and non-prescription medications. We contract all Canadian orders to be filled by a licensed Canadian pharmacy.

We also contract with licensed pharmacies in the UK, New Zealand, Australia, Turkey , Mauritius and India so customers may have access to quality international care and products.

All customers receive world-class service and access to a wide range of products and services from these contracted pharmacies. All orders are reviewed by a pharmacist and the same interaction checking, dosage checking, counselling and consulting with your Doctor is done by licensed pharmacists.

What happens if I do not receive my order?

If your order does not arrive within 4 to 8 weeks of shipping, and you have provided a correct delivery address, we will ensure your order get reshipped.

If you prefer not to have it reshipped we will apply a credit for the full amount of your purchase.

Do you match prices? If so, how does it work?

Yes! Our contracted and licensed pharmacies will match the price of any prescription products dispensed by a recognized Canadian International Pharmacy Association (CIPA) approved company.

In order to qualify, the offering must be an identical product (same Drug Name, same Manufacturer, same Country of Origin, same Strength) that is in-stock and available for immediate delivery. The product must also be SHIPPED from the same country of original (no parallel imports! See Parallel Imports). The price match will be based on an identical quantity being purchased (as compared to the product being price matched), and after factoring in all other costs such as dispensing fees and shipping fees.

For example if our competitor lists x number of tablets of Canadian Product at a cheaper price of $95,00, but their shipping fee is $15.00, the total price is $110.00.

In this example the cost of $100.00 and FREE SHIPPING for the product is cheaper than what the competitor can offer due to their extra shipping costs. As a result, this would not qualify for the price match.

See example:Price

Please call us at 1-844-416-4282 if you wish to price match any item.

What is the difference between a generic medication and a brand name medication?

Generic medications contain the same active ingredients and concentrations as the name-brand products, but will often differ in shape, color, size, markings and non-active fillers. Our contracted and licensed pharmacies provide only the highest quality of generic medications approved by their governmental authority. 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 as the name-brand equivalent.

Many customers are taking advantage of these quality generic products. In fact, some of the generics offered by our contracted and licensed pharmacies are now more popular than the name brands.

If you would like more information on the generic products that are available, please don’t hesitate to contact us.

Here is some info on the generic industry in Canada.

See: Generics – Myth Busted

Health Canada is a regulatory body responsible for the review and approval of ALL medications (both brand name and generic) before they can be sold in Canada. In order for a generic medication to be approved, it must meet strict standards with respect to identity, strength, quality, purity and potency.

In other words, Health Canada mandates that a generic drug must have the same amount of the same active ingredient (the chemical responsible for the therapeutic effect) and it must work in the same way as the original brand name drug. It does not need to contain the same inactive ingredients (e.g. fillers or preservatives) as the brand name product.

When a generic drug is approved by Health Canada it means that it is as safe and as effective as the original brand name drug and that they work the same way. And yet we are all familiar with the big price difference between generic and brand name drugs. In the case of generics, lower price does not mean lower quality.

Health Canada requires that both brand name and generic companies follow the same rules for the manufacturing process and for ensuring the quality of their ingredients. In fact, some generics are made in the same manufacturing plants as brand name drug products.

Two thirds of ALL prescriptions in Canada are filled with generic drugs. The use of generic drugs is expected to grow as a number of popular drugs come off patent.

Will the medications I get look the same as the ones I get locally?

The medications being shipped to you originate from different countries so the packaging as well as the medication itself may look different. However, Brand products, regardless of the Country of Origin will be manufactured using the same Formula. Generic medications contain the same active ingredients and concentrations as the name-brand products, but will often differ in shape, color, size, markings and non-active fillers.

Can I get my medications sent to me without a Child Resistant container?

Currently the pharmacy regulations require our contracted and licensed pharmacies to dispense medications in a child resistant container. In order for them to dispense medications without child resistant containers, a written request from you is necessary. For your convenience, we have included a link for you to download the request form.

Download the request form

After downloading the form, please print it, fill it out, sign it, and send the completed form back to us via text message, email, fax or regular mail and we will add it to your account.

Mail: PO Box 48066 Lakewood PO
Winnipeg, MB R2J 4A3
Fax: 1-833-495-5107

What is EFT Payment Option

Electronic Funds Transfer, or EFT, allows us to send payments to your payees electronically, rather than printing and mailing a paper check. EFT payments are especially advantageous because your payee receives payment faster than with a paper check, and there is no risk of a check getting lost in the mail. Click here for more info