Frequently Asked Questions

Ordering Questions

How can I refill my medication order?

We do not do auto-refills.  Simply give us a call or send us a quick email at [email protected] to request a refill and we would be happy to process it for you.  If you are emailing and you have ordered more than one medication in the past, please make sure you specify the medication by name that you would like us to refill.

As long as we have a valid prescription on file we are able to process your refill order.  We will remind you to update your prescription close to the expiry of the one on file.

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Can I use my insurance plan coverage?

Canadian patients can certainly use their insurance plan to pay for their medications. If you are an international patient, we unfortunately cannot accept your insurance plan. We do provide a receipt that you can submit to your insurance company in order to obtain a reimbursement to which you may be entitled.

Do you price match?

Absolutely! We match or beat the prices offered by other accredited pharmacy sites. Shipping fees must be included when making these comparisons. Competitor promotions and specials are excluded. Competitor price quotes must be provided and valid at the time of placing the order to be eligible. The competitor must also have the product(s) in stock.

The source country of the competitor’s product must be the same.  For example, if you are seeking to have us match the price of our Canadian sourced product then the competitor’s product must also be sourced from Canada.

We do not match prices with pharmacy sites that do not ship to the USA.

How long does it take to process an order?

We endeavor to process each order we receive on any given day on that same day. In exceptional circumstances, an order may take two to three business days to process.

What is your return policy?

For your safety and the safety of our other patients, we cannot take back medications once they have been dispensed, even if the package they were shipped in remains unopened and sealed. This policy is no different from your local pharmacy.

Any issues pertaining to the medication you have received must be reported within 15 days of receipt of your order.  Please call us at our toll free number 1-855-776-0079, and we will be happy to address any concerns you may have.

Are there any other additional fees or taxes?


Can I speak to a pharmacist directly about my medication(s)?

Of course! All patients receiving prescriptions from us have the right to receive patient counseling. Call us at 1-855-776-0079, 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 there a limit to how much I can order?

By law, we can only dispense up to a 90-day supply of medication. You can order as many different medications as are prescribed to you by your doctor. If any refills are remaining on the prescription, that information will be kept on your patient profile until you are ready to refill with us again!

Can I cancel my order after it has been submitted?

Anything is possible! We do try to process all orders within 24 hours of being received. If your order has not yet been processed and forwarded to the pharmacy for dispensing, you can cancel your order. Just give us a call at our toll-free number, and we will take care of you.

Medication Related Questions

Where is the medication coming from?

We dispense medications from Canada. In some instances, medications are cheaper in other parts of the world, such as the UK, New Zealand, Australia, or India. If you want to take advantage of those additional savings, you can elect to order medications that are dispensed from other jurisdictions, and the source country will be clearly indicated beside the product. Unless a product is not available in Canada, the option to purchase from Canada is always provided.

Our Canadian patients can only order medications dispensed by our pharmacy in Canada.

What is the difference between generic medication and brand medication?

A generic medication is a medication that is manufactured by a company besides the innovator of that particular medication. Due to expired patents on certain medications, other manufacturers are allowed to produce and sell the generic equivalent medication at a lower, more competitive price. A generic medication is bio-equivalent, meaning that it contains the equivalent active ingredient to the brand name medication. Due to strict regulations within the generic drug industry, these drugs must provide the same therapeutic effects as the brand name medication. However, there may be some variation in the size, shape, or color of the medication.

One or more of the medication(s) I am on is not listed on your site. Does that mean you don’t supply it?

If the medication you are trying to find is classified as a controlled substance, we will not list it or dispense it. The same applies to certain other habit-forming medications, such as sleeping aids.

In other instances, a medication may be new in the market and none of our patients have ordered it yet. If you cannot find what you are looking for at any time, please call us at our toll-free number, 1-855-776-0079 and we will try to source the medication for you.

Why does the medication I order from you look different from what I receive at my local pharmacy?

Generic medication will look different from brand name versions as trademarks restrict the exact duplication of the medications. Brand name medications from different countries may also look slightly different as many drug companies cater to national preferences. While the medication may look slightly different, it has the same active ingredient and will work in the same way.

Why are generic medications so much cheaper than their brand equivalents?

Generic drugs are cheaper because they are produced and sold after the brand name drug’s patent has expired. While a brand name drug is under a patent, it is sold at a higher price so the innovator can recover the cost of its research and development…or so we are told.

Shipping Questions

Can I track my order?

Orders can be tracked in most cases. Orders shipped from Canada and UK do not have the tracking unless a shipping service with a tracking option is selected.  Shipping service with tracking from Canada and UK costs additional $5.05.

If a tracked shipping option is selected, a tracking number will be emailed to you once the order has shipped from the dispensary.  Once you receive your tracking number you can track the shipment on  Please note, it may take up to 72 hours from the time it ships for USPS to recognize and update the status of your shipment.

Orders shipped from countries other than Canada and UK are partially tracked.  The tracking number will cease to provide details once the package enters its destination country.

How long does it take to get my order?

Orders shipped from Canada and UK: 

Regular non-tracked shipments take 7 to 12 business days from the date shipped. 

Tracked shipments take 5 to 10 business days from the date shipped. 

 Canadian Express shipments take 3 to 5 business days from the date shipped. 

Orders shipped from  other countries: 

Regular non-tracked shipments take 10-18 business days from the date shipped.

What company do you use to ship my order?

Canadian patients receive their orders through Canada Post. If you are located in the U.S., then your order will arrive via United States Postal Service.

What is the shipping cost?

Shipping to the USA: 

Our shipping charge to USA is $9.95, regardless of the number of items in your order. Tracked shipping, available for orders shipped from Canada and UK is $15.00.

Express shipping costs $25.00.

Shipping to destinations other the USA:

We offer shipping to a number of countries.  This list changes depending on how successfully the packages are being delivered to the recipient.

Please email us at [email protected] to check if your destination country is currently on the list of countries we ship to.

Do you offer Overnight shipping?

We offer next-day delivery if you are ordering from Canada and your order is received by 12:00 p.m. Pacific Time.  The shipping fee for next-day delivery is $25 as this service costs more from Canada Post.

For patients located outside of Canada, overnight shipping is not available as none of the couriers that provide overnight delivery option from Canada to USA offer this service for prescription medications.

What countries do you ship to?

We believe in affordable medications for all. If we can save you money, we will do so, regardless of what country you live in.

We specialize in serving Canadians and Americans, but we would also love to help you if you reside outside of Canada or the U.S. Give us a call to check if we can ship to your country. Our toll-free number is 1-855-776-0079.

Do you ship to other countries besides the United States and Canada?

We believe in affordable medications for all.  If we can save you money, we will regardless of what country you live in.

Can you ship my spouse’s and my order together?

Yes, provided the medications are being dispensed by the same pharmacy.

Why is my order taking so long to arrive?

We work very hard to ensure your order gets shipped within 1 to 3 working days of us receiving your valid prescription and payment.  Once the order has shipped, it is in the hands of the courier and we have no control over delays inherent to international shipments.

Although rare, delays can result from various issues such as adverse weather conditions, customs reviews, and postal strikes.

Shipments mailed out during holiday season also experience long delays and these delays are simply a result of larger than usual volume of packages in the mail system.  Unless a patient can afford a two week delay, we strongly suggest that you place your order either before December 15th or after January 1st.

What courier service do you use for shipping?

Shipments for patients located in the USA are delivered by US Postal Service.  If you opted for the tracked shipping option, you can track your package at

Canadian patients will have their orders delivered via Canada Post.


Payment Questions

What payment methods do you accept?

We accept Visa, Mastercard, AmexCheck/Electronic Check (ACH) and Money Order. 


Cost of processing payment made by credit card is exorbitant for our business.  In order to offset some of this cost, a convenience fee of 5% will be applied to orders paid for by credit card.  This policy is effective February 10th, 2020. 

To avoid this fee, we encourage our patients to pay with Check/Electronic Check. 


Payments made by Check are processed electronically.  This ensures the orders paid for by Check are processed without delay.   In order for us process your Check payment electronically, all we require is your account number and routing number.  The image below shows where to find this information on your check. 

Patients paying by Check get the benefit of having their price locked in for life.  This protects the patient against possible price increases.  Also, patients using Check payment option for the first time get a one -time 5% discount on their order.  This discount can be applied to the order by using the coupon code CHECK5. 

If you are paying by personal Check or money order, please make it payable to PRICEPRO SCRIPTS INC. 

eCheck Payment Guide

An image of Check can also be emailed to [email protected] or uploaded and synced to your order. If you have questions, please feel free to contact us.

Is it safe for me to use my credit card on your site?

Absolutely! We have taken every precaution to ensure that each and every transaction is safe and secure. Our website utilizes industry-standard security measures, including SSL (Secure Sockets Layer). All account information submitted to us is safely isolated from unauthorized access.

Prescription Related Questions

Do I need a prescription to order from you?

Yes, we are no different from your local pharmacy. Prescription items are clearly marked as requiring a prescription. In order to dispense these items, we need a valid prescription from a licensed physician. Over-the-counter items marked OTC do not require a prescription.

How do I get my prescription to you?

You can send us your prescription via email, fax, mail, or online by visiting our Rx/Document Upload page.

Prescriptions can be mailed to:

Suite 550

102-17750 56th Avenue

Surrey BC V3S 1K4


Prescriptions can be faxed to our toll free fax number at 1-855-776-0006.

You can scan and email your prescriptions to us at [email protected]. If you own a smartphone, you can simply take a picture of your prescription and email it to us at the same email address.

Can I transfer my prescription from my local pharmacy?

Yes you can.

You can also ask your doctor to send us a new prescription, or with your consent, we can contact your doctor and request the prescription from him or her. It may take longer if we need to contact your doctor to get a copy of the prescription.