Frequently asked questions

No. Although Pocketpills offers pharmacy services and prescription filling online, it is an independent, technology-driven Canadian pharmacy that dispenses medications to Canadians. Pocketpills has multiple pharmacy locations across the country.

Pocketpills has multiple pharmacies across Canada, but its services are designed to be accessed online. You can manage your prescriptions, speak with a pharmacist and order your medications through the Pocketpills website or app, rather than visiting a storefront pharmacy. You can also contact the Pocketpills team by phone at 1-855-950-7225 or by email at care@pocketpills.com.

Yes. Pocketpills operates as a licensed pharmacy and dispenses medications approved by Health Canada for sale in Canada. Pocketpills is also accredited and licensed by the College of Pharmacists of British Columbia.

Pocketpills sources medications from the same Canadian wholesalers used by community pharmacies across the country. Like other licensed pharmacies, Pocketpills only dispenses medications approved by Health Canada for sale in Canada.

Pocketpills fills the same types of medications available through local retail pharmacies, including prescription medications, over-the-counter medications, diabetic supplies and other pharmacy products. Specialty medications can also be filled according to your benefit plan.

No. Pocketpills is designed to make managing your prescriptions possible without visiting a traditional storefront pharmacy. Your medications can be delivered directly to you, and you can speak with a pharmacist by phone, email or through the Pocketpills app.

Yes. You can contact a Pocketpills pharmacist through the chat feature in the app, by phone, text or email. Pharmacists can answer questions about your medication, prescription directions, treatment and potential side effects.

Pocketpills uses Canada Post as its primary shipping partner. Standard orders are shipped at no cost. When available, packages are delivered to your community or group mailbox. Otherwise, Canada Post will attempt delivery to your door. If no one is available, the package may be left in a designated safe location, at your doorstep or in your mailbox. If none of these options are available, a Delivery Notice Card will indicate the nearest Canada Post location where you can pick up your parcel.

Signature requirements depend on your province and the type of medication being delivered. Ontario: a signature is required for all medication deliveries. British Columbia: a signature is required only for controlled medications. Nova Scotia: a signature is required only for controlled medications; non-controlled medications do not require a signature. Other provinces: you can choose whether or not your package requires a signature. If a signature is required and no one is available, a Delivery Notice Card will be left with instructions for picking up your package from the nearest courier location. You will need government-issued photo ID to collect your medication.

Pocketpills is an online healthcare platform that brings doctor visits, prescription fulfilment and delivery together in one place. You can consult with licensed Canadian healthcare practitioners, manage medications for yourself or your family, and have prescriptions delivered directly to your door. Everything is available online, on your schedule.

Pocketpills has expanded beyond its online pharmacy services to offer a more complete healthcare experience. You can now access care from seeing a doctor to getting prescriptions delivered, with more support available in one place. This means fewer appointments, less back-and-forth between practitioners and a more connected way to manage your healthcare.

If you live in Canada and want a simpler way to manage your healthcare, Pocketpills is available to you. Whether you're managing your own healthcare or caring for your family, you can use Pocketpills for eligible healthcare services, consultations and prescription medications. You'll need a valid Canadian address and either private or provincial coverage.

Yes, in most cases. Pocketpills accepts major private insurance plans, and many telehealth services are covered through provincial healthcare, depending on where you live. If a service has a fee, you'll see the cost clearly before confirming.

You can speak with a Pocketpills pharmacist if you have questions about your prescription or need help managing your medication. Pharmacists are available by phone, email and through the Pocketpills app's chat feature to help with questions about your treatment, medication and prescriptions.

Getting started with Pocketpills is simple. Create your account online, provide your personal and health information, and add your prescription and insurance details where applicable. You can then transfer an existing prescription, have your doctor send a new prescription to Pocketpills, or explore eligible online healthcare services.

To create your Pocketpills profile, you'll need your name, contact number, email address, date of birth, allergies and address. You'll also need a credit card on file. If you have an extended health plan that helps cover your prescription medications, you'll need your insurance information as well. The Pocketpills app also allows you to upload your insurance card and photo ID.

Pocketpills brings healthcare and pharmacy services together online. Depending on what you need, you can consult with a licensed Canadian healthcare practitioner, manage your prescriptions, speak with a pharmacist, request refills or renewals, and have your medications delivered to your door. Pocketpills also provides a consultation for every prescription it fills before your medication is sorted and shipped.

No. Pocketpills is designed to let you manage your prescriptions and pharmacy needs online, without having to visit a storefront pharmacy. Your medications can be delivered directly to you, and Pocketpills pharmacists are available by phone, email and through the app's live chat.

It is free to sign up for Pocketpills and use its pharmacy services, and prescription delivery is free across Canada. If a healthcare service has a fee, Pocketpills will show the cost before you confirm the service.

With Pocketpills, you don't have to wait in line at a pharmacy to pick up your prescription or speak with a pharmacist. Your medications are delivered directly to you, and pharmacists are available through phone, email or the Pocketpills app's live chat.

Yes. Pocketpills allows you to manage your prescriptions online, including submitting prescriptions, requesting refills and renewals, transferring prescriptions from another pharmacy and communicating with your pharmacy team.

Yes. Pocketpills delivers medications across Canada. Prescription delivery is free, and you can manage your pharmacy services through the Pocketpills website or app.

It is completely free to sign up for and use Pocketpills' pharmacy services. Prescription delivery is also free across Canada. You can use the Pocketpills app or website to search for your medication and see how much your prescription will cost.

With Pocketpills, you don't have to wait in line at a pharmacy to pick up your prescription or speak with a pharmacist. Your medications are delivered directly to you, and pharmacists are available through phone, email or the Pocketpills app's live chat.

Yes. Pocketpills can help you manage medications for yourself or your family, making it easier to keep prescriptions and pharmacy needs organized in one place.

Yes. Pocketpills is available to people who take medications regularly as well as those who take medications as needed. The pharmacy is designed to support a range of prescription and pharmacy needs.

If you are traveling or away for work, Pocketpills can ship your medication anywhere within Canada. Update the shipping address on your profile for the specific order, or contact Pocketpills at 1-855-950-7225 with the new delivery address so the order can be sent to the intended destination.

Pocketpills can work with you to make sure you have an adequate supply of your medication for the duration of your trip or vacation. An early fill or vacation supply may sometimes result in higher costs, but Pocketpills will work with your insurance provider to maximize your coverage for the duration of your trip.

You can cancel your order through the Pocketpills app at any time before it is shipped. Once the order is cancelled, you can submit a new order request. If you need help making a specific change or request, contact Pocketpills by phone or through live chat.

Your health and safety come first. Packages can occasionally become damaged during shipping. If you notice that your medication package has been damaged, contact Pocketpills immediately so the pharmacy team can assist you.

If you have a paper prescription that hasn't been filled, ask your doctor or clinic to fax it directly to Pocketpills at 1-855-950-7226. Due to pharmacy regulations, prescriptions must be received as the original physical prescription or sent directly from a licensed healthcare practitioner, such as by fax. Pocketpills cannot accept photos or uploaded copies of paper prescriptions for dispensing. You can also ask your clinic to set Pocketpills as your default pharmacy so future prescriptions are sent directly to us.

The easiest way to transfer your prescriptions is through the Pocketpills app. Select the Transfer tab, enter your current pharmacy's details and the name of the medication or medications you'd like transferred. If you'd like to transfer your entire prescription profile, you can mention this in the comments. The Pocketpills pharmacy team will take care of the rest.

Yes. You can submit all of your prescriptions to Pocketpills, and they will be processed according to your drug benefit plan.

If you're using PocketPacks, select Refill PocketPacks in the app to request a new order. You should aim to request your refill when you have 7-10 days of medication remaining. Pocketpills also sends refill reminders seven days before you run out. Your PocketPacks will have refill reminder labels, and the Medications tab in the app will change from black to red when a refill is due.

If your medication has no refills remaining, select Renew in the Pocketpills app. Pocketpills will contact your doctor to request a new prescription. If there are any issues during the renewal process, the pharmacy team will contact you and keep you updated.

Yes. Pocketpills will let you know in advance when your medication is running out of refills. The pharmacy team will then contact your doctor to coordinate a new prescription.

The prescription renewal process usually takes 1-2 business days. Pocketpills will keep you updated throughout the process and let you know if there are any issues or delays.

Ask your doctor to fax your new prescription to Pocketpills. You can find the Pocketpills fax number in the app under Fax. Once the new prescription is received, Pocketpills will send your new medication. If your medications are organized in PocketPacks, Pocketpills will send enough of the new medication in a vial to align with your existing supply. A pharmacist will also speak with you about which medication or medications to stop taking from your existing PocketPacks.

Pocketpills works with your doctor and insurance company to handle prior authorizations. The pharmacy team will contact you with updates and let you know how long the process is expected to take.

Pocketpills offers over-the-counter medications, diabetic supplies and various other pharmacy supplies. Pocketpills does not offer flu shots or other injections. For vaccinations, ask your doctor about vaccination clinic locations near you.

Telehealth lets you access healthcare remotely instead of visiting a clinic in person. With Pocketpills, eligible healthcare services can be accessed online through a secure assessment and virtual consultation with a licensed Canadian practitioner.

You start by completing an online health assessment. A licensed Canadian practitioner reviews your information and, when appropriate, provides a diagnosis, treatment plan or prescription.

Yes. Pocketpills offers virtual healthcare consultations with licensed Canadian practitioners for eligible health concerns and treatments.

Yes. After reviewing your health information, a practitioner may prescribe medication when it is appropriate for your condition and treatment needs.

For eligible Pocketpills telehealth services, you can generally start an online assessment without a referral. Your eligibility will depend on the service and your health information.

You'll provide information about your symptoms, health history and current medications. A licensed practitioner reviews your information and determines whether treatment or a prescription is appropriate.

Yes. Pocketpills can provide eligible online healthcare services even if you already have a family doctor or other healthcare practitioner.

Depending on the medication and your health needs, a Pocketpills practitioner may be able to assess you and prescribe or renew medication when appropriate.

You can contact a Pocketpills pharmacist through the chat feature in the Pocketpills app, or by phone, text or email. Pharmacists can answer questions about your medication, prescription directions, treatment and non-emergency side effects.

Pocketpills pharmacists are available by phone, email and in-app chat from 9:00 AM to 9:00 PM ET, Monday to Friday, and 9:00 AM to 7:00 PM ET on Saturdays.

You can email your questions or comments to hello@pocketpills.com, and the Pocketpills team will respond as soon as possible during office hours.

For non-emergency side effects, contact your Pocketpills pharmacist at 1-855-950-7225. If your reaction is serious or life-threatening, call 911 immediately.

Pocketpills offers a range of online, practitioner-led treatments for eligible health concerns. Available services include major treatments such as weight management, ADHD, hair loss and erectile dysfunction, as well as treatment for certain minor ailments. Availability may vary by province.

You start by completing an online health assessment. A licensed practitioner reviews your information and determines whether treatment is appropriate for you. If appropriate, your practitioner may provide a treatment plan and prescribe medication.

For eligible conditions, yes. Pocketpills allows you to complete your assessment and access care online. If your condition requires in-person care, you'll be directed to the appropriate healthcare service.

A referral is not required for many Pocketpills treatment programs. You can start with an online assessment, and a practitioner will determine whether the service is appropriate for you.

Eligibility depends on the treatment, your health history, symptoms and province. A licensed practitioner reviews your information and determines whether online treatment is appropriate for you.

If prescription medication is appropriate for your condition, a licensed practitioner may prescribe it as part of your treatment plan, subject to applicable requirements.

If medication is prescribed, your prescription can be filled through Pocketpills and delivered to you. You can also speak with a Pocketpills pharmacist if you have questions about your medication or prescription.

Yes. Depending on your treatment, you may have access to follow-up care and support. Pocketpills pharmacists are also available to answer questions about your medication and prescription.

You begin with an online health assessment. A practitioner reviews your information and, if appropriate, develops a treatment plan based on your individual needs.

Eligibility depends on your health information, medical history and the treatment being considered. A licensed practitioner determines whether treatment is appropriate for you.

Yes. Pocketpills offers online ADHD assessment and treatment services for eligible patients. A licensed practitioner reviews your health information and determines the appropriate next steps.

You'll complete an assessment about your symptoms, medical history and health. A practitioner reviews your information and may conduct a virtual consultation before determining whether further assessment or treatment is appropriate.

Yes. You can designate someone over the age of 14 as a caregiver to act on your behalf when dealing with Pocketpills. A caregiver can have full control of your profile, depending on the permissions provided.

You can provide consent in a communication format you're comfortable with, and the Pocketpills team can help add the caregiver to your profile. You can also add a member through the Pocketpills app or web portal. For assistance, contact 1-855-950-7225.

You can access your account through the Pocketpills app or web portal using your account credentials.

If you're having trouble accessing your account, contact the Pocketpills team for assistance. We can help you regain access and get your account back up and running.

Yes. You can complete an online assessment for eligible hair loss treatments. A practitioner reviews your information and determines whether treatment is appropriate.

You'll provide information about your hair loss, health history and current medications. A practitioner reviews your information and recommends treatment when appropriate.

Yes. Pocketpills offers online assessment and treatment for eligible erectile dysfunction concerns. A practitioner reviews your health information and determines whether treatment is appropriate.

Your healthcare information is handled confidentially. Pocketpills provides online consultations so you can discuss sensitive health concerns privately.

Yes. Pocketpills is available to everyone. While the service is designed to support people who take multiple medications, Pocketpills also provides medications for people who take them as needed. You must be 18 or older to sign up on your own. If you are under 18, a parent or legal guardian must sign up on your behalf.

You can create your Pocketpills account online or call 1-855-950-7225 for help setting up your account.

You'll need to provide your name, contact number, email, date of birth, allergies and address. You'll also need a credit card on file. If you have prescription drug insurance, you'll need to provide your insurance information as well. You can upload pictures of your insurance card and photo ID through the app.

You can manage your profile through your Pocketpills account on the app or web portal. Your profile allows you to manage information such as your personal details, addresses, family members and other account information.

Yes. You can add a family member to your Pocketpills profile by providing consent and having our team assist you, or by logging into your account through the app or web portal and adding a member to your profile.

Yes. Pocketpills allows you to add eligible family members or caregivers to your profile so you can help manage their medications and pharmacy needs.

Pocketpills won't spam you or send unnecessary emails. You'll receive notifications when your shipment is dispatched, your bill is ready and your card has been charged. Pocketpills may also contact you if there are issues reaching your doctor, to ask about your experience or to share service updates.

Pocketpills communicates with patients through phone, SMS and email. You can also communicate with the team through available in-app options.

Yes. Pocketpills can adjust your communication preferences to accommodate your needs or preferred communication format. Contact the team at 1-855-950-7225 to update your preferences.

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 medication. To confirm whether your prescribed medication is available for delivery in your area, contact the Pocketpills Care Team at 1-855-950-7225.

Yes. Pocketpills sends as-needed medications in regular prescription bottles instead of daily PocketPacks.

After your pharmacist consultation, Pocketpills pharmacists review your medication profile, preferences and optimal medication times. Your medications are then sorted by dose into easy-to-read, easy-to-open PocketPacks using automation technology. Each PocketPack displays your name, medications, quantities and the time each dose should be taken.

Pocketpills dispenses medications approved for sale by Health Canada. Where appropriate, a generic medication may be dispensed instead of the brand-name medication. Although a generic medication may differ in shape or size, generic medications must meet the same standards for quality, safety and efficacy as their brand-name counterparts.

PocketPacks are easy-to-read, easy-to-open medication packets that organize your medications by dose and time. Each PocketPack displays your name, medications, quantities and the time each dose should be taken.

Yes. Pocketpills can fill specialty medications used to treat chronic conditions such as rheumatoid arthritis, cancer and psoriasis, according to your benefit plan.

Pocketpills provides the same types of medications and pharmacy products available through local retail pharmacies, including over-the-counter medications, diabetic supplies and other pharmacy supplies. You can order eligible products through the Pocketpills app and have them sent with your shipment.

Pocketpills recycles unused and expired medications. You can contact the Pocketpills team to receive appropriate packaging to send medications back for safe disposal. Alternatively, you can take unused or expired medications to participating local pharmacies for disposal.

You can use the Pocketpills app or website to search for your medication by name and see the current prescription price. Pocketpills' services, including delivery and the app, are free.

Some medications are more affordable than others depending on whether they are brand-name or generic. Both types are reviewed and approved by Health Canada, but their pricing differs. Generic drug prices are set as a percentage of the brand-name price determined provincially.

Most orders are sent for delivery within 1-3 business days of the fill date. For new treatments, your first fill date is the day your treatment is officially approved. For refills, your refill date can be found directly in your account. We encourage you to regularly check for correspondence from our Customer Support or Pharmacy Teams, as communication delays may lead to extended processing times.

Once your order has been shipped, you will receive an email and/or SMS with tracking information. Tracking numbers can take up to 2 business days to become active in the carrier's system.

We work with several third-party delivery providers, including Canada Post and FedEx. While we take great care in preparing and shipping all orders, once a package has been handed over to a delivery partner, we have limited control over its handling. Delays, damages, or loss during transit are beyond our immediate control, so we strongly recommend monitoring your tracking information and taking immediate action to secure your package upon delivery.

A signature may be required for your medication delivery. This depends on the specific medication and provincial regulations.

Please be ready to accept your package on the anticipated delivery date. If a signature is required but cannot be collected, your package may be taken to a local post office or depot. We do not have control over the storage temperature at these third-party locations, so if possible, you or an authorized representative should be present to receive the delivery to ensure the integrity of your medication.

In accordance with safe dispensing practices, returns will only be accepted for destruction once a package has been delivered to the provided shipping address. Medications cannot be returned for reuse or resale.

All refund requests, including visit fees, prescription medications, and non-prescription health or cosmetic products, will be reviewed on a case-by-case basis. Circumstances where a refund will NOT be issued include, but are not limited to: ineffective results or dissatisfaction with the treatment, incorrect shipping information provided by the patient, requests made more than 14 days after the last tracking update, and issues regarding temperature-controlled medications.

Refund requests can be directed to our Customer Support team. Your request will then be reviewed by a pharmacy manager, medical director, or their authorized delegate as appropriate.

Yes. Pocketpills takes the security of your personal and health information seriously and uses safeguards to protect your information.

Pocketpills keeps your personal and health information confidential and only uses or shares it as permitted by applicable privacy laws and policies. Access to your information is limited to those who need it to provide and support your care.

Yes. Pocketpills follows the same pharmacy standards and requirements that apply to Canadian pharmacies. Your prescriptions are reviewed by pharmacists, and your medications are prepared and verified as part of the dispensing process.

Pocketpills collects information needed to provide pharmacy and healthcare services, such as your personal details, health information, prescription information, insurance details and payment information. The information collected depends on the services you use.

Pocketpills uses security measures designed to protect your personal and health information from unauthorized access, use or disclosure.

Pocketpills uses technology to sort medications into PocketPacks, with pharmacists reviewing and verifying the process for accuracy. Each PocketPack is labelled with information such as your name, medications, quantities and the time the medication should be taken.

Yes. Pocketpills packages your medications for delivery in a way that helps protect your privacy. Your medication information is contained within your package rather than displayed openly on the outside.

Pocketpills takes steps to keep your medication information private during delivery. Medication details are contained inside the package rather than displayed on the outside.

All Pocketpills services, including delivery and the app, are free. You can use the Pocketpills app or website to search for your medication by name and see the cost of your prescription.

Medication prices vary depending on the medication and whether it is brand-name or generic. Both brand-name and generic medications are reviewed and approved by Health Canada, but their pricing differs. Brand-name pricing reflects factors such as research and manufacturing costs, while generic drug prices are set as a percentage of the brand-name price determined provincially.

You can pay by credit card. When you purchase your prescription, you'll provide your credit card information through the Pocketpills app. Your card will be charged for your portion of the cost, while Pocketpills bills your insurance or drug benefit plan for the remaining amount.

Pocketpills accepts all major insurance plans.

Yes. You can add multiple insurance plans through the Pocketpills app. If your insurance provider is set up for direct billing, Pocketpills will electronically submit your prescription claims to them. Any remaining balance after your insurance coverage will be charged to you as a co-payment. You'll also receive an official pharmacy receipt for each prescription dispensed.

If you have a disability that limits the ways you can access our platform, or your ability to communicate with our team, we have options available to assist you.