PocketPills Logo

Search FAQs

Got a question?

Table of Contents

  • Top FAQs
  • What is Pocketpills
  • Orders & Delivery
  • Prescriptions & Refills
  • Telehealth Services
  • Account & Access
  • Medications & Pricing
  • Privacy & Security
  • Insurance & Billing
  • Accessibility

Top FAQs

Pocketpills is now a full-service online healthcare platform that brings doctor visits, prescription renewals, and pharmacy deliveries together in one place. You can consult with licensed Canadian healthcare providers, manage medications for yourself or your family, and have prescriptions delivered to your door—without ever stepping into a clinic or online pharmacy. All online, on your time.
We've expanded—big time. If you already know us as Canada's leading online pharmacy, there's a lot more to discover. We now offer complete care, from seeing a doctor to getting prescriptions delivered. That means fewer appointments, no back-and-forth between providers, and more support in one place. It's healthcare that works together, finally.
If you live in Canada and want a simpler way to manage your health, Pocketpills is for you. Whether you're caring for yourself or your family, need a quick consult or a medication refill, we've designed everything to be as flexible and accessible as possible. All you need is a valid Canadian address and either private or provincial coverage.
Yes, in most cases. Our online pharmacy accepts major private insurance plans, and many of our telehealth services are covered under provincial healthcare, depending on your location. If something comes with a fee, you'll see it clearly before confirming. No surprises.
Our pharmacists are available to talk via phone, email or via our in-app chat feature any time between 9:00AM to 9:00PM, ET (Mon – Fri) and 9:00AM to 7:00PM, ET (Sat) .

What is Pocketpills

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.
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
Surrey, BC
V3S 7A4
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.
It is completely free to sign up, and use our services. We deliver for free anywhere in Canada.

Orders & Delivery

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.
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.
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.
Your health and safety come first. In the process of shipping, packages may occasionally become damaged. If you notice any damage to your package, please contact us immediately.
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.
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.

Prescriptions & Refills

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.
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.
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.
Yes! You can submit all your prescriptions and we will process them according to your drug benefit plan.
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.
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.
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.
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.
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.
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.
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.

Telehealth Services

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.
Our pharmacists are available to talk via phone, email or via our in-app chat feature any time between 9:00AM to 9:00PM, ET (Mon – Fri) and 9:00AM to 7:00PM, ET (Sat).
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.
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.

Account & Access

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.
We would be happy to help set up your Pocketpills account. Simply sign up online at https://www.pocketpills.com/account/signup or give us a call at 1-855-950-7225 so we can walk you through the steps.
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.
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.
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.

Medications & Pricing

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:


1-855-950-7225
Mon - Fri : 10:00 AM - 7:00 PM, EST
Sat : 11:00 AM - 07:00 PM, EST
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.
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.
Yes. We send as-needed medication in regular prescription bottles instead of your daily packets.
Specialty medications treat chronic conditions such as rheumatoid arthritis, cancer and psoriasis. Pocketpills can fill these medications according to your benefit plan.
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.
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.

Privacy & Security

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.
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.
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.
All your medications are sorted and packaged using state-of-the-art automation technology that is checked and verified by pharmacists for accuracy.
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.

Insurance & Billing

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.
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.
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.
Pocketpills accepts all major insurance plans.
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.

Accessibility

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.

  • 1) Caregiver Option

    You can designate anyone over the age of 14 as a Caregiver, to fully act on your behalf when dealing with Pocketpills. This allows them full control of your Pocketpills profile. To do so, you can provide consent in any communication format you are comfortable with and our team can assist to add them to your profile. This can also be done by logging into your profile on our app or web portal and adding a member to your profile. If you would like assistance in setting up a Caregiver for your account, please contact us at 1-855-950-7225.

  • 2) Communication Preference Option

    We communicate via phone, SMS and email. If you have a hearing, visual or speech disability, or even if you prefer to limit communications to any of these 3 formats, we can assist in adjusting your profile to suit your needs. To set this up, please contact us at 1-855-950-7225 in whatever communication format you prefer and our team will connect with you to set your account up for success.

If you require additional assistance and/or wish to provide feedback on how we may improve our accessibility support, we’d love to hear from you.

Please send us an email at care@pocketpills.com and our team will be happy to look into it for you!

Download the Pocketpills iOS app on your iPhone or android from the App Store or Play Store to get hassle-free prescription refills and medication delivery.

Stay in control
of your health.

Our Care Team

Email

care@pocketpills.com

Text

1-855-950-7225

Fax

1-855-950-7226

Get Started

Pocketpills delivers to:

Alberta (AB)
British Columbia (BC)
Manitoba (MB)
Newfoundland & Labrador (NL)
New Brunswick (NB)
Nova Scotia (NS)
Northwest Territories (NT)
Nunavut (NU)
Ontario (ON)
Prince Edward Island (PEI)
Saskatchewan (SASK)
Yukon (YT)

Your Region

,

Pocketpills is licensed by 

Accreditation No.

#

Pharmacy Manager

Telehealth

Pharmacy

Medications

Company

 

2025 Pocketpills

Security
|
Terms of Use
|
Privacy Policy
EN
FR

Pocketpills is not a pharmacy

or a drug manufacturer

Certifications

SOC2 Certification