This FAQ explains how My Canadian Pharmacy (MCP) handles prescription orders, medications, payment, shipping, refunds and customer support. It is provided for customers who want to understand the pharmacy service before placing an order, with special attention to U.S. patients who are using a Canadian pharmacy for the first time.
Company Information
How can I contact My Canadian Pharmacy?
Customers may contact us through the phone number, email address or contact form listed on the website. For order questions, it is best to include the order number, customer name and the medication involved so support can locate the request faster.
What are CIPA and IPABC?
- CIPA is the Canadian International Pharmacy Association, an organization associated with licensed Canadian retail pharmacies that serve patients through international mail-order pharmacy websites.
- IPABC is the International Pharmacy Association of British Columbia, an association connected with licensed international mail-order pharmacy businesses.
These organizations are separate from provincial pharmacy regulators, so membership can support trust, while licensing should still be checked through the proper pharmacy authority when needed.
Should I tell my doctor that I am using My Canadian Pharmacy?
Yes. Patients should tell their doctor or prescriber where they plan to fill a prescription, especially when the medication is used long term, when the dose has changed recently, or when the patient uses more than one pharmacy. A doctor’s office may also help if the pharmacy needs to confirm a prescription, refill authorization or treatment instructions.
Does MCP replace my local doctor or pharmacist?
MCP fills orders and provides pharmacy support connected with the medication supplied. Diagnosis, treatment changes, lab monitoring and decisions about starting or stopping medicine remain with the patient’s licensed healthcare provider.
Ordering and Payment
What is required to place an order?
A customer needs to submit the medication request, contact information, delivery details and payment information requested during checkout. Prescription medicines also require a valid prescription before the order can be reviewed for dispensing.
How do I place an online prescription order?
The customer selects the medication, enters the requested order information and submits the prescription by the method accepted on the website. The pharmacy then reviews the order, checks the prescription information and contacts the customer if anything needs to be confirmed before payment or shipment is completed.
What is the difference between a first order and a refill order?
A first order usually requires the pharmacy to collect and review more information because the customer, prescription and medication history are new to the service. A refill order may move faster when the prescription remains valid, the product is available and the customer’s delivery and contact information have not changed.
Can I cancel an order after I place it?
A cancellation request should be sent as soon as possible. An order may be cancellable before it has been reviewed, approved, dispensed or shipped. Once a prescription product has entered dispensing or shipment, cancellation options may be limited because medication orders are handled under pharmacy and safety rules.
What if I cannot find my medication on the website?
Customers may contact support with the medication name and prescription details. Some products are available through pharmacy review even when they are not shown on a public product page, while other medications may be unavailable because of supply, regulatory limits, safety review or fulfillment restrictions.
Why are prices lower than many U.S. pharmacy prices?
Medication prices can differ between countries because of market structure, manufacturer pricing, generic availability and pharmacy sourcing. Many American customers compare Canadian pharmacy options for long-term prescriptions when the U.S. price is difficult to manage, especially for brand-name medications used every month.
What costs should I expect before placing an order?
The main costs usually include the medication price and the shipping charge shown before checkout. Other expenses may come from outside the pharmacy, including doctor consultation fees, insurance claim handling, customs-related charges, local taxes, carrier fees or other third-party costs that depend on the customer’s location and order details.
Do you charge sales tax?
Sales tax treatment depends on the customer’s location, the product type and the rules that apply to the order. If tax applies, it should be shown during checkout or explained by support before the customer completes payment.
Can I use U.S. insurance?
Most U.S. insurance plans do not pay a Canadian pharmacy directly. Some customers submit receipts to their insurer or benefit plan for possible reimbursement, although approval, deductible rules and claim limits are controlled by the plan, not by My Canadian Pharmacy.
What payment methods are accepted?
Accepted payment methods are listed during checkout or provided by customer support. The pharmacy may accept major payment cards or other approved payment options, depending on the customer’s location and the order being placed.
Are there additional fees after checkout?
The pharmacy order total should be shown before payment is completed. Separate third-party costs may still arise outside the pharmacy order, especially when a destination country, carrier or customs process applies charges that are not collected by the pharmacy.
Prescriptions and Medical Review
Do I need a prescription?
A prescription is required for prescription medications. The prescription must come from a licensed healthcare practitioner and include enough information for pharmacy review, including the medication name, directions, prescriber details and patient information.
Can I send a photo of my prescription?
A clear image may be accepted when it shows the entire prescription and all required details. A cropped, blurry or incomplete image can delay review because the pharmacist may need to confirm the missing information before the order is approved.
Can I order if my prescription is expired?
An expired prescription usually needs to be renewed by the prescriber. The pharmacy may review the document and explain what is missing, although dispensing generally requires a valid prescription.
Can My Canadian Pharmacy change my medication?
The pharmacy does not change a patient’s treatment plan. A generic alternative or manufacturer substitution may be offered when allowed and appropriate, while changes in drug, strength, dose or directions should come from the prescriber.
Medication Sourcing
Where do my medications come from?
Orders may be filled through a licensed Canadian pharmacy or through a regulated pharmacy or fulfillment center in another approved country, depending on product availability and the option confirmed for the customer. The dispensing source should be identified before the order is finalized.
Are all medications shipped from Canada?
Some medications may be shipped from Canada, while others may come from approved international fulfillment locations. This is common in the international Canadian pharmacy model, where a Canadian pharmacy service may work with regulated pharmacy partners in other countries to supply specific products.
If my order ships from outside Canada, is it still a Canadian product?
A product shipped from another country is usually a product approved, packaged and supplied through that country’s regulated pharmacy or pharmaceutical system. It should not be described as a Canadian product simply because the order was placed through a Canadian pharmacy service.
Are my medications manufactured in the same country they ship from?
Not always. A medication may be manufactured in one country, packaged for another market and shipped from a pharmacy or fulfillment center located elsewhere. The important details are the approved product, licensed dispensing source, package information, lot number and expiry date.
What is the difference between brand-name and generic medications?
A brand-name medication is sold under the original product name used by the manufacturer. A generic medication contains the same active ingredient in the same strength and dosage form as the brand product it is meant to match, although the shape, color, inactive ingredients, package and manufacturer name may be different.
Why does the package look different from what I get at my local pharmacy?
Medication packaging varies by country, manufacturer and approved market. A product supplied internationally may have different box design, blister layout, leaflet format, language, tablet appearance or manufacturer labeling even when it contains the same active ingredient and strength prescribed for the patient.
Are generic medicines safe?
Generic medicines supplied through licensed pharmacy channels are widely used in Canada and the United States. The pharmacist reviews whether the generic option matches the prescription before dispensing, and customers who have allergies, dye sensitivity, lactose concerns or past reactions should ask about inactive ingredients before ordering.
Shipping and Delivery
How are medications shipped?
Orders are shipped using the delivery method selected or assigned during checkout. Packages are prepared for pharmacy delivery, and tracking may be provided when the shipping service supports it.
How long does delivery take?
Please read our shipping terms. Delivery time depends on the destination, shipping method, fulfillment location, customs processing and carrier performance. Many orders arrive within the estimated delivery window, while international orders can take longer when a prescription requires extra review or a package is held during transit.
Can prescription and non-prescription products ship together?
Some products may be shipped together when allowed by pharmacy procedure and fulfillment rules. Other items may ship separately because they come from different locations, require different handling or must be processed under different order conditions.
What happens if my package is lost?
The customer should contact support with the order number and tracking information. The pharmacy may review carrier scans, shipping date, delivery address and fulfillment details before deciding whether replacement review, refund review or carrier follow-up applies.
What should I do if the package arrives damaged?
Keep the package, medication, label, invoice and all packing materials. Take photos before discarding anything, then contact support so the pharmacy can review the damage and decide whether the product should be used, replaced or held for further instructions.
Can customs delay my package?
Yes. International medication packages may be reviewed by customs or border authorities in the destination country. Customers should keep prescription documentation and order information available in case a delivery question arises.
Returns, Refunds and Order Problems
What is the return policy?
Prescription medications usually cannot be returned for resale once they have left pharmacy control. Return and refund review depends on the type of product, order status, dispensing stage, shipping condition and reason for the request.
What if my order arrives incomplete?
Contact support with the order number and photos of the package contents. Some orders ship in separate packages, so the pharmacy may first check whether another parcel is still in transit.
Will you replace medication damaged during shipping?
Replacement review may be available when a product is damaged in transit and the customer provides enough information for the pharmacy to confirm the issue. The customer should keep the medication and package until support provides instructions.
How do I report a product quality concern?
Send the order number, product name, photos, lot number, expiry date and a short description of the concern. Product quality reports are reviewed more carefully because they may involve the dispensing pharmacy, supplier, manufacturer package or delivery handling.
Privacy, Safety and Customer Support
How is my personal information protected?
My Canadian Pharmacy uses customer information for pharmacy service, order review, payment handling, delivery and support. Privacy practices should follow the website’s Privacy Policy, including limits on staff access and safeguards for prescription and order information.
Will my order be discreet?
Medication orders are usually packaged for delivery without unnecessary public detail about the contents. The shipping label must still include information required by carriers, customs or delivery rules.
What should I do if I have a side effect?
For severe symptoms, allergic reaction, breathing trouble, chest pain, fainting or other urgent signs, contact emergency medical services immediately. For non-urgent concerns, contact your doctor or pharmacist and report the issue to My Canadian Pharmacy if the medication was supplied through the order.
How do I report a website or accessibility problem?
Use the special contact form on the website and describe the page, device, browser and problem encountered. If the issue affects prescription upload, payment, order review or medication information, support can help provide the needed service information through another available method.