Got Questions?

That's okay, we have answers

What or who is Pocketpills?

  • Is Pocketpills an internet pharmacy like those that sell Canadian products to Americans?

    No. Although our services and filling prescriptions are available on the internet, we are an independent, tech-driven pharmacy that only dispenses to Canadians. We have multiple pharmacies across the country.
  • Where are you located, can I come to your pharmacy?

    The best place to find us is at pocketpills.com and download our app on Google Play and the Apple App Store. You can call us toll-free at 1-855-950-7225 or email us at care@pocketpills.com.
    Our office is located at:
    5433 152 St #108
  • What are the benefits of Pocketpills over a storefront pharmacy?

    At Pocketpills, you don't have to wait in line at the pharmacy for your prescription or to talk to a pharmacist. Your medications are delivered directly to you and our pharmacists are available to talk to you at your convenience via phone, email, or through our app's live chat feature.
  • How much does it cost to use Pocketpills?

    It is completely free to sign up, and use our services. We deliver for free anywhere in Canada.

Information about medication

  • Are there any medications that you do not provide or that I cannot receive from Pocketpills?

    Pocketpills has the ability to safely and legally deliver controlled substances and narcotics in most areas throughout Canada. Delivery is contingent on verifying the identity of the individual receiving the delivery.

    To confirm that your prescribed drug is available for delivery in your geographic area please contact Pocketpills care team:

    Mon - Fri : 10:00 AM - 7:00 PM, EST
    Sat : 11:00 AM - 07:00 PM, EST
  • How do you sort medications?

    Our pharmacists contact you for a consultation, where we review your full medication profile, your preferences, and optimum medication times. Once your consultation is complete, our pharmacists sort your medications by dose into easy-to-read, easy-to-open PocketPacks using automation technology. Each PocketPack displays your name, your medications, the quantities, and the time to take each dose.
  • Am I getting the same brand or generic medication I have been getting in the past?

    All pharmacies in Canada are required to dispense medications approved for sale by Health Canada. The dispensing of generic medications may occur when appropriate. Although the specific shape or size of each generic medication may differ, all generic medications are held to the same standards as the brand name medication. Each generic manufacturer must provide evidence showing the quality, safety, and efficacy of their medication is equivalent to the brand name.
  • Do you send medication that is prescribed as-needed?

    Yes. We send as-needed medication in regular prescription bottles instead of your daily packets.
  • Can you fill my prescription for speciality medication?

    Specialty medications treat chronic conditions such as rheumatoid arthritis, cancer and psoriasis. Pocketpills can fill these medications according to your benefit plan.
  • What else do you provide?

    We fill the same medications as local retail pharmacies, including over-the-counter medications, diabetic materials, and any other pharmacy supplies, but we charge less. You can order these items through our app and we will send them with your shipment.
  • Can I send you my old medication or needles for disposal?

    Pocketpills recycles unused and expired medications. Simply give us a call and we'll send you the appropriate packaging to send back to us for safe disposal. Alternatively, you can take these items to participating local pharmacies for disposal.

Signing Up

  • Can anyone join Pocketpills?

    Absolutely. Our pharmacy is available to everyone. Although Pocketpills is designed for those with chronic illnesses who take multiple medications, we also provide medications for those who take them as-needed. You must be 18 years of age to sign up on your own for Pocketpills, otherwise your parental guardian must sign up on your behalf.
  • How do I join?

    We would be happy to help set up your Pocketpills account. Simply sign up online at https://pocketpills.com or give us a call at 1-855-950-7225 so we can walk you through the steps.
  • What information do I need to have to join?

    Your profile is set up using your personal details: name, contact number, email, date of birth, allergies and address(es). To complete the set up of your profile, we will also require a credit card on file. If you have an extended health plan (insurance card) that helps pay for your prescription medications, we need that information as well. Our app allows you to upload pictures of your insurance card and picture ID for your convenience.
  • How does consultation work?

    We provide consultations for every prescription filled with Pocketpills. When we receive your prescription, we contact you to discuss your treatment before sorting and shipping your medication.
  • How often will Pocketpills contact me?

    We won't spam you or send unnecessary emails. You'll receive emails when your shipment is dispatched, when your bill is ready, and when your card has been charged. We may also email you if we have issues reaching your doctor(s). Once in a while, we'll email you to ask about your experience with us and let you know about any service updates.

Transferring and Filling Your Prescription

  • I already have a prescription from my doctor that I have not filled. How do I fill it with Pocketpills?

    If you're able to, you can ask your doctor to fax us your prescription directly. Otherwise, please download our app. The app allows you to 'Take a Picture', allowing us to receive an image of your prescription and begin the process of filling your prescription(s). However, we will require the original hard copy of your prescription to be sent to us in order to complete filling your prescription. We provide prepaid envelopes that can be mailed out to you at no charge – this option is available everytime you use the 'Take a Picture' function to upload your prescription.
  • How do I transfer a prescription medication from another pharmacy?

    The easiest way would be to download the app if you have not done so yet. The app allows you to request a transfer by selecting the "Transfer" tab. Enter your current pharmacy details and the name(s) of the medication(s) you would like transferred. If you want your entire profile transferred, simply mention this in a comment. Our pharmacy team will take care of the rest.
  • What if my doctor refuses to fax my prescription or charges me to do so?

    Faxing prescriptions to a pharmacy is common practice, however, every office will have their own unique style of practice. If faxing your prescription is not an option, our pharmacy can mail prepaid envelopes to you at any time, free of charge. Keeping extra copies of these prepaid envelopes will allow you to mail us your prescription whenever necessary.
  • Can I send you more than one prescription?

    Yes! You can submit all your prescriptions and we will process them according to your drug benefit plan.
  • What if I want something my doctor hasn't prescribed that I can buy over-the-counter?

    We offer over-the-counter medications, including vitamins and supplements to pack in PocketPacks, along with diabetic supplies, and various other pharmacy supplies you might need. Please contact us for a complete list. We do not offer flu shots or other injections. Please ask your doctor about vaccination clinic locations near to you.
  • How do you handle prior authorizations?

    We work with your doctor and insurance company to handle your prior authorizations. We' will contact you so that you know how long it will take.
  • What do I do if my doctor changes my medications?

    If your prescription changes at any point, just ask your doctor to fax your new prescription to Pocketpills. You can find our fax number on our app under "Fax." We will mail out your new medication as soon as we receive the prescription. If your medications are packed in PocketPacks, we will ship enough of your new medication in a vial to coincide with your existing supply. In addition, your pharmacist will speak with you about which medication(s) to stop taking from your existing PocketPacks.

Refilling and Renewing Prescriptions

  • How soon should I refill my prescription?

    If you are using PocketPacks, you can select "refill PocketPacks" on the app to prompt us to prepare a new order. You should aim to place your refill requests when you have 7-10 days of your medication remaining. We send out refill reminders 7 days before you run out and place "Refill Reminder" labels on your PocketPacks to remind you when your medication is running low. In addition, the "Medications" tab showing your medications on the app will change from black to red, indicating that refills are due.
  • How do I renew my prescription once I'm out of refills?

    If your medication has run out of refills, hit "Renew" on the app and we will contact your doctor(s) to request your new prescription. If we run into any issues along the way, we will contact you to keep you updated.
  • Will I be reminded when I need to renew my prescription?

    Yes, we will let you know in advance before your medication runs out of refills. We will then contact your doctor to coordinate a new prescription.
  • How long does it take to renew my prescription?

    The renewal process usually takes 1-2 business days. We will keep you updated on your renewal and let you know if there are any issues or delays.

Shipping Medication

  • What if I need my prescriptions shipped to a different address?

    If you are traveling or on a work trip, we can ship to anywhere within Canada. You just need to update the shipping address on your profile for your specific order. Alternatively, you can call us with this information at 1-855-950-7225 and we'll make sure your prescription order is sent to your intended destination.
  • How much time does it take for my order to be sent?

    In most cases, once we have a valid prescription, we are able to ship your medication out within 1 business day. Shipping is sent with FedEx, UPS or Canada Post and, in most cases, medications for prescriptions received by 3pm are shipped on the same day and delivered by next business day
  • How soon can I get my medication?

    We ship your medication well before you need it. You will be provided a tracking number to monitor your package's location and expected delivery date. In most cases, medications can be delivered by next business day if a valid prescription has been received before 3pm.
  • What if I need to fill my prescriptions early because I am going away on vacation?

    We can work with you to ensure you have an adequate supply for the duration of your trip/vacation. Occasionally, you may experience higher costs when requesting an early fill or vacation supply. However, we will work with your insurance provider to maximize the coverage of your medications for the duration of time you are on your trip.
  • What if I need to change something on my order?

    Our app allows you to cancel your order at anytime before it is shipped. Upon cancelling the order, you may proceed with submitting a new order request. If there is anything specific that you would like to request, we can help you through the phone or live chat.
  • My package arrived damaged, what should I do?

    Your health and safety come first. In the process of shipping, it is possible that boxes may be damaged in transit. If there is any indication that the medications within your box have been damaged please let us know. We will immediately replace your order free of charge.
  • I received my order, but it does not have all or some of the medications I was expecting?

    Our app allows you to review your order with the specific medications and quantities before you submit. If you need assistance, we can work together over the phone to walk through the app. Simply give us a call at 1-855-950-7225.
  • How does Pocketpills ship out their packages?

    Pocketpills has an agreement with Canada Post as their primary shipping partner. All of our standard orders are shipped out at no cost to you. If available, packages will always be delivered to your community/group mailbox. Otherwise, packages will attempt to be delivered to your door. If no one is available at the door, packages will be left at a designated safe spot location, at your doorstep, or mailbox. If no such option is available, a Delivery Notice Card will be left for you indicating the closest Canada Post location to pick up your parcel.
  • Does someone have to sign for my medication? What if no one is available?

    Provincial laws in ON, NB, NS, PEI and NL require a signature upon delivery. In all other provinces, you can decide whether you want your package to require a signature. If you do not want this security feature, your package will be left in your mailbox.
    If your package requires a signature, but no one is available, a Delivery Notice Card will be left in the mailbox indicating the closest Canada Post location to pick up your parcel. Alternatively, you can sign up for FlexDelivery with Canada Post, and choose which post office location you would like your parcel to be sent to: canadapost.ca/flexdelivery
    To pick up your medication package from the post office, you must bring:
    • A government-issued photo ID
    • If someone else is picking up your medication package on your behalf, they must bring one of the following:
    • A government-issued photo ID showing they live at the same address as you, or
    • The delivery notice card signed by you showing you give them permission to pick up your package, or
    • A legal document that demonstrates the person has authority to act on your behalf, such as power of attorney, appointment as trustee or a letter of authorization.
  • Can my medications be sent overnight?

    Yes, by calling in and requesting an overnight delivery, we ensure you will get your parcel the following morning. If you need any emergency medication, let us know and we will ship it to you overnight. If you are experiencing a medical emergency, call 911 immediately.
  • Why has my order not arrived yet?

    Every shipment will be assigned a unique tracking number through Canada Post and you are able to track your order directly from our app. If for any reason the parcel cannot be located, we will immediately ship out another order of your medications free of charge.
  • Can I change where my medications are being shipped to?

    Our app allows you to edit, change or update your shipping address at any time. Prior to submitting your order for processing, you can select your shipping address. If you want to edit the shipping location between the time of submitting your order and your parcel being shipped, simply call us and we will make sure your order is shipped to your desired location.
  • What happens if one of my medications is not available?

    If there is any reason for delay of your order being shipped, including back order of a medication, special order of a medication, awaiting clarification on a prescription from your doctor, or awaiting a renewal of a prescription, your Pocketpills pharmacist will contact you by phone to find a solution.
  • What about my medications that need to be refrigerated?

    We will ship all refrigerated items in cooler packaging that will maintain a temperature between 2°C – 8°C throughout the shipping process. These packages have been specially formulated through cold chain processing to ensure stability of refrigerated products.

Billing and Payment

  • How much does it cost to use Pocketpills?

    All our services, including delivery and app, are free. Simply use our app or website to search for your medication by name to see exactly how much your prescription will cost.
  • Who decides how much medications cost?

    Some types of medications are more affordable than others, depending on whether they are identified as 'Brand' or 'Generic'. Both are reviewed and approved by Health Canada, but their pricing differs. Brand name drugs pricing depends on the cost of research and manufacturing of the product. Generic drug prices are set as a percentage of the cost of brand that is determined provincially.
  • How do I pay for my part of the cost of my medication?

    You can pay by credit card. You will be asked to provide your credit information in the app when you purchase your prescription. Your card will be charged for your part of the cost and Pocketpills will bill your insurance or drug benefit plan for the remaining portion of the cost.
  • What insurance plans do you accept?

    Pocketpills accepts all major insurance plans.
  • Can I set up more than one insurance plan?

    Absolutely. Our app allows you to add multiple insurance plans. As long as your insurance provider is set up for direct billing, we will electronically submit all prescription claims to them directly. Any outstanding balance from either drug plan will be charged to you as a co-payment. You will be provided with an official pharmacy receipt for each prescription dispensed.
  • What if I need to send my receipts to my insurance provider?

    Every medication delivered to you will also have an associated receipt that will be provided. The receipt will break down the cost of your medication and dispensing fee. You will also be able to see an electronic copy of your receipt online or via our app.
  • Do you allow coordination of benefits with a spouse's plan?

    Yes. The claim is first applied to the cardholder's plan and then to the spouse's plan. When signing up, please let us know about any additional coverage you have for prescription drugs or give us a call.
  • What methods of payment do you accept?

    Our app allows you to enter your credit card details when you set up your profile. Visa, Mastercard and American Express are our accepted forms of payment.

Talking to Pharmacists

  • How do I talk to a pharmacist about my medication?

    You can contact our pharmacists using the chat feature in the Pocketpills app, or by phone, text, or email. You should talk to your pharmacist if you have questions about the strength of your medication, your prescription directions, if you want to know more about your treatment, or if you are experiencing any adverse side-effects. If you are experiencing a medical emergency, please call 911 before contacting your pharmacist.
  • When are your pharmacists available to talk?

    Our pharmacists are available to talk via phone or email any time between 9:00AM to 7:00PM, EST (Mon-Sat).
  • What happens if I want to talk to a pharmacist after you are closed?

    You can email any questions or comments to hello@pocketpills.com. We will get back to you as soon as we can during office hours.
  • What should I do if I have an adverse reaction or bad side-effects to my medication?

    If you are experiencing any non-emergency side-effects to your prescription or treatment, please contact your pharmacist at 1-855-950-7225. Please call 911 immediately if your reaction is serious or life-threatening.

Privacy and Security

  • Is my information secure?

    Yes, all the information you provide is completely secure with us. We do not share any personally identifiable information with any company not associated with Pocketpills. Additionally, all customer data is encrypted from end to end. You can learn more on the "Privacy Policy" page on our website.
  • How do you keep my information private and confidential?

    All your information is encrypted from end to end. We abide by the same privacy laws as all pharmacies and health care professionals are within the province of British Columbia through the Freedom of Information and Protection of Privacy Act (FIPPA). Across Canada, we are bound to The Personal Information Protection and Electronic Documents Act (PIPEDA). If you have further questions, please call us and we will direct you to our Director of Pharmacy Operations.

Quality and Safety

  • Is Pocketpills as safe as other pharmacies?

    Yes. We ship all medication in discreet packaging to protect your privacy and use tamper evident seals for security. Pocketpills is fully accredited and licensed by the College of Pharmacists of British Columbia.
  • How do you ensure my medication is sorted correctly?

    All your medications are sorted and packaged using state-of-the-art automation technology that is checked and verified by pharmacists for accuracy.
  • Where does Pocketpills get its medications from?

    All of our medications are sourced by the same Canadian wholesalers that are used by community pharmacies across the country. Like other licensed pharmacies, we only dispense medications approved by Health Canada for sale within Canada.

Information for Caregivers

  • What do I need to sign up on my loved one's behalf?

    If you are signing up on their behalf online or through the Pocketpills app, all you need is:
    • their current pharmacy information
    • their insurance information and a preferred payment method
  • What do I do if their prescription changes?

    If your loved one's prescription changes, ask their doctor to fax us the new prescription directly to us at 1-855-950-7226 . Or you can send us an email at careteam@pocketpills.com.
  • I'm a Pocketpills customer. How do I add a Caregiver to my account?

    First sign in to access your Pocketpills dashboard. Then click 'Add Member' on the top menu. You will be asked to provide your Caregiver's phone number and email address that they have used to sign up. Once you do, they will get a text message that confirms they consent to managing your Pocketpills account.If you or your Caregiver have any questions at anytime, please don't hesitate to call our Care Team: 1-855-950-7225.
  • I'm a Caregiver. How do I access my loved one's account?

    First sign in to access your Pocketpills dashboard. Then click 'Add Member' on the top menu. You will be asked to provide your loved one's phone number and email address that they have used to sign up. Once you do, they will get a text message that confirms they consent to you managing their account. If you or your loved one have any questions at anytime, please don't hesitate to call our Care Team: 1-855-950-7225.
  • What information can my Caregiver access?

    Caregivers have their own Pocketpills account that can provide full access to your own account. This includes your list of medications, when your next delivery is due, and all your payment and personal information.
  • How does Pocketpills provide medication consultation?

    We provide consultations for every prescription filled with Pocketpills. When we receive your loved one's prescription, we will contact you to discuss their medications before we sort, pack and ship their order. Just like in the retail pharmacy, we will make a full consultation on every medication is done and answer any questions you may have.
  • What about Quality Control?

    Pocketpills is a licensed pharmacy that only dispenses medications manufactured in Canada and approved by Health Canada.
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