Frequently Asked Questions, Security & Privacy Policy

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Frequently Asked Questions

1. Why are medications priced as they are in Canada?

Canada has instituted mechanisms to control drug prices. These include Canada’s Patented Medicine Prices Review Board, an independent, quasi-judicial body, to regulate the introductory prices of new patented medication. In addition, there are various measures instituted at the provincial level, such as drug formulary management, which generally encourage the dispensing of generic version of the brand name drugs, reference-based pricing, price freezes, and limits on markups. These measures have been largely effective at controlling drug pricing.

2. Are Canadian Medications comparable to those sold in the United States?

Canada’s health care system is one of the best health care systems in the world. The Canadian government imposes extremely stringent regulations on the manufacturers of medications in our country, and Canada’s drug regulator, Health Canada, plays an active and effective role in ensuring that consumers have access to safe and effective drugs and health products.

3. Are all American Drugs available in Canada?

Medicines must be vetted for safety and approved for sale by Canada’s drug regulator, Health Canada, before they can be sold in Canada. In addition, some medications are available in Canada as a generic form of the drug. A “generic drug” is a bioequivalent – a chemical copy – of the original brand-name medication. It must be made with the same active ingredient(s), work the same way, and provide the same benefit(s) as the brand-name drug. There are also packaging requirements.  For example, Canada requires packaging and drug information be provided in both official languages: English and French. In addition, some brand medications are marketed and sold under a different brand name in Canada.

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4. What is the difference between a brand name drug and a generic drug?

Once a drug patent has expired, other manufacturers can produce and sell a generic bioequivalent version of that medication. Greater availability of general alternatives, and market competition generally causes generic drugs to be significantly cheaper than their brand-name equivalent. A “generic drug” is a bioequivalent – a chemical copy – of the original brand-name medication. It must be made with the same active ingredient(s), work the same way, and provide the same benefit(s) as the brand-name drug. Generic drugs have the same active ingredient, strength, dosage form, and route of administration as the brand-name drug. In addition, all manufacturing, packaging, and testing sites must pass the same quality standards as those of brand-name drugs. In fact, many generic drugs are made in the same manufacturing plants as their brand-name equivalent.

5. Can you fill prescriptions from American doctors?

To fill a prescription medication order, Canadian pharmacies and pharmacists must receive a prescription issued from a Canadian licensed doctor. The Canadian Pharmacy can assist you if you need help finding a Canadian doctor for an independent medical review and the issuance of a valid prescription.

6. What information does The Canadian Pharmacy need from me so that my order will be processed as fast as possible?

– A Completed Health Questionnaire

– A Signed Customer Agreement Form

– A Completed Medication Order Form

– A valid original prescription from your current US physician

– A valid original prescription from a Canadian physician

The original prescriptions must be mailed to us. It can also be submitted by your physician on your behalf.

You may submit your sign up package to us in 1 of 3 ways:

– Submit them Online at

– Fax them to us toll free 1-866-795-5627

– Mail them to:

The Canadian Pharmacy

103-1780 Wellington Avenue, Winnipeg, Manitoba

The Canadian Pharmacy R3H 1B3

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7. How do I pay for the medications?

The Canadian Pharmacy accepts American Express, Personal Cheques and INTERNATIONAL Money Orders.

8. Do I get charged a shipping charge for every prescription?

No. Shipping charges per package (not per drug) for prescription items.

9. How long will my order take to process?

Most orders are processed overnight and shipped the next business day, however, please allow up to 48 hours for processing of your order. For shipping via Canada Post’s XPRESSPOST service please also allow 7-10 business days to receive your prescription order.

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10. What is the maximum amount of my prescription you can fill?

Three months. Any amount above this 3-month limit is not considered “personal use”.

11. Will you accept my Insurance Plan?

Unfortunately, some insurance plans will not accept claims from The Canadian Pharmacy. You will, however, be issued a receipt with your prescription that you may submit to your insurance company for re-imbursement.

12. Can I return my prescriptions and get a refund once I’ve received them?

Prescriptions that have been dispensed and shipped to the customer are not returnable to inventory under Canadian law. For this reason, all sales are final.

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13. Is my personal information protected?

At The Canadian Pharmacy, safeguarding the confidentiality of your personal information is a primary concern. Canada’s Personal Information Protection and Electronic Documents Act (“PIPEDA”) prohibits us from releasing any customer’s personal, medical, or financial information to anyone other than the health professionals responsible for filling your prescriptions, without your written consent.

14. Security Policy

The Canadian Pharmacy pays close attention to the Security and Privacy of your Confidential Personal Information.

All online orders and other communications via The Canadian Pharmacy’s website are processed utilizing Secure Sockets Layer (SSL version 3.0 or higher) encryption which guarantees the privacy of all information being transmitted to The Canadian Pharmacy. Your data will not be intercepted by anyone elsewhere on the internet.

All information submitted via The Canadian Pharmacy’s secure website is encrypted before transmission to The Canadian Pharmacy’s Secure Customer Service Centre. Encrypted orders are not readable by anyone other than authorized staff at The Canadian Pharmacy.

The Canadian Pharmacy’s computer systems and networks are protected to prevent unauthorized traffic from reaching our internal network. The Canadian Pharmacy’s internal computer systems are never exposed to the internet and cannot be reached by unauthorized personnel.

If you have any further questions about our security measures, please email [email protected].

15. Privacy Policy

The Canadian Pharmacy understands the importance of safeguarding your confidentiality and protecting the privacy of your sensitive personal information. Your privacy is a primary concern. The Canadian Pharmacy is committed to meeting or exceeding Canada’s national standards established by the Personal Information Protection & Electronic Documents Act (“PIPEDA”). PIPEDA outlines the following Ten Privacy Principles governing our conduct as it relates to your Personally Identifiable Information (“PII”).

Principle 1 – Accountability

The Canadian Pharmacy is responsible for protecting the confidentiality of all personal information under our control. The Canadian Pharmacy has designated a Privacy Officer accountable for our compliance with PIPEDA.

Principle 2 – Identifying Purposes

The Canadian Pharmacy shall identify the purposes for which PII is collected at or prior to the time of collection.

The Purposes of Personal Information at The Canadian Pharmacy

The Canadian Pharmacy collects and uses information necessary to satisfy your requests for our products and services, as set out on our website, in our communications with you, and in our terms and conditions of sale. We will not provide your information to third parties marketing purposes, without prior consent.

In legal proceedings, where legitimate grounds are presented to do so, The Canadian Pharmacy may be required to disclose specific information to authorities. In such case, only information deemed necessary will be disclosed. If asked to assist in a medical emergency, under suspicion of illegal activity, or if forced to collect a delinquent account, we are legally authorized to disclose such information.

The Canadian Pharmacy regularly provides products and services in conjunction with service providers and partners who may have access to personal information. Partners will be made aware of their privacy obligations.

Records containing PII may be transferred to new ownership in the event of the sale of The Canadian Pharmacy in whole or substantially all of its assets.

Principle 3 – Consent

The Canadian Pharmacy recognizes that the knowledge and consent of each individual is required for the collection, use or disclosure of PII, except where required or permitted by law.

Principle 4 – Limiting Collection

The PII we collect is limited to those details necessary for the purposes identified by The Canadian Pharmacy.

We routinely collect and use the following types of PII, including but not limited to:

Customer Contact and Billing Information

– Your name, telephone number(s), mailing and e-mail addresses, referral source(s)

– Your credit card type, credit card number, expiry date and name of the credit card holder Personal Health and Medical Information

– Your age, height, weight, sex, date of birth, medication allergies, family and personal medical histories and/or conditions, medications requested, other prescription and non-prescription medications you may be using, the name and contact information of your primary care physician(s), etc.

Customer Contact History Information

– The Canadian Pharmacy may also maintain information used for tracking customer contacts and inquiries.

Principle 5 – Limiting Use, Disclosure and Retention

PII will only be used or disclosed for the purposes it was collected unless you have otherwise provided consent or where legally permitted or required. PII will only be retained for such time as is required to fulfill our professional and legal obligations.

Principle 6 – Accuracy

The Canadian Pharmacy will take reasonable steps to ensure that your PII is accurate, complete and as up to date as necessary to fulfill the purposes for which it will be used.

Principle 7 – Safeguards and Security Measures

The Canadian Pharmacy employs effective security technologies and safeguards to protect PII against unauthorized access, disclosure, alteration or misuse, appropriate to the sensitivity level of the information. We protect such information from unauthorized access and educate our employees and partners of our privacy obligations.

Electronic information and paper files are stored in secure environments to which access is restricted to authorized employees with a legitimate business purpose to access such areas and information.

Due to the inherent nature of the Internet and electronic communication, privacy risks cannot be entirely eliminated. The Canadian Pharmacy cannot guarantee PII will not be disclosed in ways not described in this Policy.

Principle 8 – Openness and Transparency

The Canadian Pharmacy will make information concerning our Privacy Policies & Practices available to customers.

Principle 9 – Individual Access

Upon request (and with reasonable notice and justification), customers shall be informed of the existence, use and disclosure of their PII, and will be given access to it. Customers may verify its accuracy and completeness, and may request that it be updated, if appropriate.

Principle 10 – Challenging Compliance

Customers may direct inquires concerning our Privacy Policy & Practices to our Privacy Officer by contacting The Canadian Pharmacy.

By mail at:
The Canadian Pharmacy
103-1780 Wellington Avenue
Winnipeg, Manitoba R3H 1B3
Attention: Privacy Officer

By Telephone at:
Toll-free within Canada and the United States 1.866.335.8064

By Facsimile at:
Toll-free within Canada and the United States 1.866.795.5627

Or by e-Mail at:
[email protected]

Updates & Other Matters

The Canadian Pharmacy’s Privacy Policy & Practices statement may be changed from time to time as deemed necessary and at The Canadian Pharmacy’s sole discretion without prior notice or liability to you or any other party. Revised versions of this statement will be posted on our website and you should check for regular updates. The modification date (found at the beginning of our Privacy Policy & Practices statement) will reflect the date of the last modification(s) to our policy.

The Canadian Pharmacy makes use of cookies and other similar web technologies for the sole purpose of tracking and securing our customers’ purchases online and to allow our staff to better understand your visit to our website. We do not sell or distribute any information gathered through analysis of our web traffic to any party outside of The Canadian Pharmacy Inc. We protect the privacy right of our customers to the best of our ability under all circumstances.

By using The Canadian Pharmacy’s Website or services, you specifically provide that you are familiar with our Privacy Policy & Practices and consent to the collection and use of your PII for The Canadian Pharmacy’s purposes as outlined above.

Our website may contain links to other websites which collect information about you voluntarily or through various electronic technologies. The Canadian Pharmacy has no responsibility or liability for or control over these websites.

16. Medication Policy

Customers must provide a valid prescription (from a physician licensed to practice medicine and prescribe medication in Canada) for each prescription medication requested. We will not provide any prescription medication without a valid Canadian prescription.

The Canadian Pharmacy specializes in chronic care medicines. We do not handle any habit forming or narcotic pharmaceuticals (known as scheduled drugs, or controlled substances). The Canadian Pharmacy does not dispense or ship any Narcotics or Controlled Medications such as benzodiazepines or amphetamines.

Orders can be placed for up to a three-month supply of medication (if a sufficient quantity has been prescribed for you by your physician).

17. TheCanadianPharmacy Does Not Support SPAM!

The Canadian Pharmacy has a zero tolerance policy for SPAM. The Canadian Pharmacy does not engage in SPAM or direct advertising without permission through our adherence to strict Federal and Provincial Acts, regulations, and standards.

Unfortunately, there are many ways companies can obtain your private information (including your name, email, mailing address, etc.) without your knowledge by using viruses and spyware, and other techniques often without your knowledge or permission.

For more information regarding internet security, we encourage you to:

  1. Review Microsoft Security Essentials Privacy Statement:
  2. Talk to your Internet Service Provider (ISP). Ask if they provide protection from known viruses and spyware as part of their service to you.
  3. Seek quality products and software to address your concerns with internet security.

The Canadian Pharmacy’s website is protected with SSL encryption to safeguard any and all information transmitted via our website.

The Canadian Pharmacy empathizes with your frustration with SPAM. The Canadian Pharmacy receives hundreds of SPAM messages every day, likely from the same groups that send you SPAM. Lawmakers must make a change if we are to keep this problem from getting even worse.

18. Terms and Conditions of Sale

The Canadian Pharmacy specializes in the provision of distance-based pharmacy care and mail order delivery of pharmacy medicine from a head office located in Winnipeg, Manitoba, Canada.  The following terms and conditions apply to all sales and delivery of pharmacy medicine between The Canadian Pharmacy, and/or its authorized third-party partners (“Partners”), and you, the patient. By accepting delivery of the products and services from The Canadian Pharmacy, you agree to be bound by and accept these terms and conditions of sale.


About You.  By placing an order with The Canadian Pharmacy, you acknowledge that you are of the age of majority in the jurisdiction where you live, are entitled to make your own medical decisions, are of sound mind, and understand and consent to these terms and conditions of sale without undue influence or duress.  You acknowledge that the terms of sale are readily accessible on a 24-hour basis on the The Canadian Pharmacy website and that you have every opportunity to obtain independent legal advice with respect to them.


Prescription Required.  You acknowledge that The Canadian Pharmacy (and its Partners) will not dispense any prescription medication order unless we receive a valid prescription issued by a Canadian licensed physician. For patients outside of Canada, we also require an original prescription issued from your primarily care physician.


Your Prescription.   The medications you have requested were lawfully prescribed by a qualified and licensed physician. You have attended, have had a physical examination, and have received a prescription from a duly licensed practitioner within the last year, and do not require an additional physical examination. You have not altered your prescription in any way. The duty of care with respect to the prescribing of your medications is and shall remain the responsibility of your physician. You will consult with your physician for any appropriate monitoring and testing. You will use your medication only as directed by your physician, and will remain under the care of your physician while taking your medication. Except as specifically authorized by law (and further clarified herein), you are not purchasing medications for anyone else, and you will be the only person using the medication obtained from The Canadian Pharmacy. In the event that you are unable to personally place your order with The Canadian Pharmacy (and its Partners) due to age or infirmity, you can authorize someone else to place your order and assist you in acquiring your medications, so long as they have power of attorney over your affairs, and provide a copy of their legal authorization to act on your behalf to The Canadian Pharmacy CP.


Power of Attorney.   You expressly grant to The Canadian Pharmacy (and its Partners) power of attorney to take all steps, sign all documents, and act on your behalf for the purposes of dispensing medications to you. This authorization shall include, but not be limited to, the collection of your personal and personal health information, and the disclosure of such information to any pharmacist, physician, or other health professional retained on your behalf, as required.


Canadian Medications.    The Canadian Pharmacy is a Canadian pharmacy operating out of Winnipeg, Canada, authorized by the College of Pharmacists of Manitoba and Health Canada to fill and dispense Canadian medications.  The Canadian Pharmacy’s Partners similarly operate within and comply with the laws and regulations in their home jurisdiction.


Prices; Payment Terms.   The prices of the medications you order shall be confirmed at the time of The Canadian Pharmacy’s acceptance of your order.  Prices may be subject to change without notice.  Unless otherwise specified in writing, payment must be received at the time of or prior to our acceptance of your order.  We provide several options for payment.  In the event that credit terms have been granted to you, you have agreed to pay interest on all amounts past due at the rate of 18% per annum unless otherwise agreed in writing.


No Medication Returns. Medications cannot be returned for refund or exchange. Pursuant to Health Canada regulations and instructions, The Canadian Pharmacy cannot accept returned medications.


Shipping Charges and Taxes.   You are responsible for all shipping charges associated with your order.  Details regarding these charges will be set out clearly on your invoice, which shall be provided to you with or at the same time as your order. If you have any questions regarding any charges on your order, please call us.




Privacy.   You have fully and accurately disclosed your personal and health information us, and authorize The Canadian Pharmacy (and its Partners) to collect and use your information for the fulfilment and delivery of your order.  By submitting an order, you have consented to The Canadian Pharmacy’s (and its Partners’) collection and use of your personal information.


Products and Services.   The Canadian Pharmacy may revise and discontinue any products and services displayed on its website at any time without notice. If you have any questions about The Canadian Pharmacy’s products or services, please call us.


Delivery.   Delivery of the medications you order takes place when they leave the pharmacy.  After delivery, The Canadian Pharmacy (and its Partner) will, as attorney and agent for you, arrange for shipment of the medications to your home address.  Normally, shipments take an average of 14-21 days to arrive.  In the event that your shipment is delayed, and upon notice from you, we will arrange for a replacement order to be sent to you.  We pride ourselves in the quality of our service and will work hard to ensure that you receive your medications as soon as possible. However, you accept that The Canadian Pharmacy is not liable for any damages suffered due to delays in shipment or failure of the product to arrive within a specific number of days. You release and discharge The Canadian Pharmacy’s (and its Partners’) directors, officers, agents and employees from any and all liability, claims actions or causes of action with respect to any errors or omissions by the carrier responsible for delivering my medication to me.


Severability.   The invalidity and unenforceability of any provisions in these Terms and Conditions of Sale shall not affect the validity or enforceability of any other provisions hereof and any such invalid or unenforceable provision shall be deemed to be severable.


Headings.   The section headings used herein are for convenience of reference only and do not form a part of these Terms and Conditions of Sale. No construction or inference may be derived from them.


Governing Law.   You acknowledge that if your medications are dispensed by The Canadian Pharmacy, then the pharmacy service was performed in the Province of Manitoba, in the same way as if you had physically attended to The Canadian Pharmacy’s location in Winnipeg, Manitoba, Canada. Any dispute, complaint, demand, claim, or cause of action relating to The Canadian Pharmacy’s services will be governed by the laws of the Province of Manitoba, the regulations of the College of Pharmacists of Manitoba, and any applicable federal laws of Canada. In such event, you expressly attorn to the jurisdictions of Manitoba, and the courts in Manitoba will have sole and binding authority to settle any and all disputes. Any dispute, complaint, demand, claim, or cause of action relating to the dispensing pharmacy’s services will be governed by the laws of the jurisdictions of the dispensing pharmacy. In such event, you expressly attorn to of the jurisdiction of the dispensing pharmacy and the courts of that jurisdiction will have sole and binding authority to settle any and all disputes.


If at any time you have questions regarding our policies please don’t hesitate to contact us at: [email protected]

19. Shipping Policy

All parcels are shipped from The Canadian Pharmacy via Canada Post.

In most cases, your prescription order should arrive within approximately 10 to 14 business days. All refill orders should arrive within approximately 10 days. On occasion, products can take longer to deliver. Our best advice is to keep 30 days of your medication on hand at all times. Order 30 days in advance for all products.

Please contact our customer service center toll-free at 1-866-335-8064 to track your order. You may also contact us online at [email protected].

Standard shipping cost per package (not per drug). For example, the shipping charge for one prescription is $15; however, there will not be an additional charge to send a second prescription if it can be shipped in the same parcel. All reasonable attempts will be made to ship grouped orders in one parcel, to a maximum of two customers per parcel.

The Canadian Pharmacy also offers Expedited Delivery at a cost of $22.50. This expedited service should arrive in approximately 7 business days. If you have waited too long to order, please let us know that you require Expedited Delivery.

The Canadian Pharmacy accepts full responsibility for any loss or damage, unless the complication is clearly not our fault (i.e. we were provided incorrect information).