Canada Post Service Disruption
We’re here to help you understand what’s going on and how to navigate the potential service disruption.
Impacts of the Canada Post Service Disruption
With the recent news that Canada Post is experiencing service disruptions, we are working to ensure that your medication will be processed and shipped according to schedule. Since we are a healthcare company, your shipments have priority.
We work with multiple delivery partners to ensure continuity of service when events like this happen, however, they are unfortunately unable to deliver packages to P.O. boxes and certain remote areas/fly-in communities. We understand the inconveniences this may cause but we do have a few options for you.
What Can You Do to Navigate the Canada Post Service Disruption
Update Address
If your address on file is a P.O. Box, you can update it to a residential address that is reachable by Purolator for the duration of the service interruption. You can update your address in the Shipping tab of your account.
How to Update My Shipping Address
Send Your Shipment to a Purolator Pickup Depot
If you prefer to receive your package at a Purolator Pickup Depot, follow these steps:
1. Visit the Purolator website to check if there is an available Purolator Pickup Depot in your area that has a “hold for pickup” option. Type in the pickup depot’s business address, and select “Service Details” under the “Additional Information” section of the location. From there, you can verify whether or not this service is available at the location.
2. If it is, update the address in the Shipping tab of your Felix account to the pickup depot’s business address on Address line 1, and enter “HFPU + your name” on Address Line 2. Please note, you will have to provide the tracking number of your shipment and your ID at the pickup depot location.
Pause Prescription
You can delay your shipment until Canada Post’s service has resumed by pausing your prescription from the Home Page of your account. Within your treatment plan, select the “Manage” drop-down menu and “Pause treatment”. You’ll then be able to choose the date you want your next shipment delayed until.
How to Pause My Prescription
Transfer Out to an External Pharmacy
If you’d prefer, we can have your prescription transferred to an external pharmacy of your choice.
If you haven’t yet submitted your visit for review and approval by a Felix healthcare practitioner:
The option to choose your own pharmacy is on the final checkout page when submitting your online visit. Under your shipping address on this page, select “Pickup at external pharmacy” and enter your local pharmacy’s name and fax number.
If your prescription has already been approved and you live in ON, NS, NL, PEI or MB:
1. Please let your pharmacy know that you’d like to transfer a prescription from the Felix pharmacy and provide them with our pharmacy details:
Felix Pharmacy East, Phone: +1-647-955-2133, Fax: 905-418-11512. Your pharmacy will contact ours to coordinate an official transfer. Please ensure your local pharmacy leaves a voicemail if the line is busy or if you’re calling outside operating hours (9am-5pm) Monday-Friday.
If your prescription has already been approved and you live in BC, AB, or SK:
Please contact our patient support team, so we can verify which Felix pharmacy your prescription is associated with and provide you with the correct transfer out instructions.
