Doctor-backed personalized healthcare, prescribed online, delivered to your door

Question 1

What is Felix?

Answer

Felix is Canada’s first truly integrated healthcare platform. We provide on-demand treatment for everyday health needs like weight loss, mental health, sexual health, and more. Founded in 2019, our digital-first approach to healthcare includes everything from diagnosis to prescription — all accessible from the comfort of home.

Question 2

Does Felix replace my doctor?

Answer

No. Felix provides a faster, hassle-free way for you to get a prescription to certain medications but our service does not replace your primary care provider. For matters that extend beyond obtaining a prescription lifestyle medication safely and easily, we encourage you to consult your primary health practitioner in person — whether for checkups, personal health concerns, or to inform them about the medications you are currently using.

Question 3

Can I be accurately assessed remotely?

Answer

Absolutely. Our online assessments have been designed to ask all the necessary questions required for diagnosis. We've worked with specialist to create an assessment process that can provide sufficient information for the healthcare practitioner to determine whether or not you are eligible for a prescription and craft an appropriate treatment plan.

Question 4

It's an emergency. What do I do?

Answer

Call 911 or proceed to your nearest emergency room immediately. Felix is not intended for medical emergencies. Once the emergency has been addressed or resolved, contact your prescribing practitioner to inform them of your experience as this may impact your current treatment plan.

Question 5

Who can use Felix?

Answer

Anyone who is 18 years or older older (16 or older for acne and birth control prescriptions), and is located in Alberta, British Columbia, Manitoba, Newfoundland and Labrador, Nova Scotia, Prince Edward Island, Saskatchewan or Ontario. We cannot ship treatments outside of these provinces at this time.

Question 6

How does the visit work?

Answer

After creating an account, you will complete a medical assessment for evaluation by one of the Felix healthcare practitioners.

During your assessment, you will have the opportunity to send your practitioner questions via secure messaging.

In most cases, practitioners will complete your assessment with secure messaging alone but sometimes they may determine you require an audio or video visit and/or further diagnostic testing to help determine the best treatment plan for you.

If your practitioner has determined a prescription treatment is appropriate, they will approve your visit and write you a prescription. Our pharmacy will then ship your prescription to your home.

You’ll be able to message your healthcare practitioner if you have questions or want to make changes to your treatment at any time.

Question 7

Do I need to complete my online visit at a scheduled time?

Answer

No. We use an asynchronous telemedicine model so you can complete your online visit in your own time and we save your progress so you can come back later to finish it.

If you are completing a visit in the mental health or weight loss categories, your healthcare practitioner may require a phone or video call to discuss your medical profile further during the assessment process.

Question 8

Does the online visit require a phone or video appointment?

Answer

Most assessments do not require a phone or video conversation. Once a prescriber has reviewed the info in your assessment they will respond to you via secure instant messages that you can access within your Felix account.

If you are completing a visit in the mental health or weight loss categories, your healthcare practitioner may require a phone or video call to discuss your medical profile further during the assessment process.

Question 9

How quickly will a healthcare practitioner review my online visit?

Answer

You can expect to receive a response from a healthcare practitioner within 24 hours of submission. If you’ve been waiting longer than this, please email hello@felixforyou.ca and we’ll look into it.

Question 10

Can I just get the treatment and skip the online visit?

Answer

No. A visit with a licensed healthcare practitioner is required for all treatments currently provided through Felix’s service.

Please email our Customer Support team at hello@felixforyou.ca and they will be able to assist you with the transfer.

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Question 11

Is my information private and secure?

Answer

Yes, your security is paramount to Felix’s mission. Personal health information provided during your medical assessment is strictly and legally confidential between you and the Felix healthcare practitioner.

Beyond that, all your account information (including the medical assessment, credit card, and shipping information, etc.) is also stored safely and securely. Felix is compliant with all federal and provincial health privacy legislation. It is our duty to protect your data with comprehensive security infrastructure and stringent data policies to ensure it stays private and secure.

Is this legal?

Answer

Yes! In Canada, only a licensed healthcare practitioner can write a prescription, and only a registered pharmacist can fill that prescription. We are supported by leaders in the Canadian pharmacology and specialized medical fields. Felix adheres strictly to all the regulations set forth by all applicable Colleges of Pharmacists and Colleges of Physicians and Surgeons in which we operate.

Question 13

Is this safe?

Answer

Absolutely. All prescriptions obtained via Felix are provided by licensed Canadian healthcare practitioners—the same as you would get at a hospital, doctor’s office, or clinic. These practitioners do not provide prescriptions unless they deem it medically safe and appropriate to write them based on your medical profile and assessment answers. Our assessments have been crafted by the practitioners on our medical team. Finally, all Felix Pharmacies are provincially accredited just like any retail pharmacy.

Question 14

How is my privacy protected?

Answer

Your privacy is our top priority. All your data is 256 bit SSL/TLS encrypted, and we take significant steps to keep your data secure. You can read our Privacy Policy for more information.

Question 15

How long will it take to get my treatment?

Answer

Not long. After completing your assessment, a practitioner will generally respond within 24 hours, and often much sooner.

Treatment plans will be processed within 2-3 business days of your approval date if there is nothing blocking fulfillment.

All packages are shipped via Express Post, which usually takes 2-3 business days. You will receive an email with your tracking number once your treatment has been shipped.

Question 16

Is your packaging discreet?

Answer

Absolutely. All Felix shipments arrive in a nondescript blister package so you can have your treatment shipped wherever makes sense for you as long as there is someone there to sign for it.

Question 17

Do I have to be home to receive my package?

Answer

A signature upon delivery may be required.

Question 18

How much does it cost to ship my treatment?

Answer

There is currently no cost to have your treatment shipped to you from our Felix Pharmacy network.

Question 19

What courier do you use for shipping?

Answer

Our pharmacy partners use Canada Post and/or Purolator for shipping.

Question 20

How much is the online visit?

Answer

Felix charges a fee for the online visit, but only if and when you are approved by the healthcare practitioner. In most cases the fee is $40 but varies by treatment category. The visit fee includes a prescription valid for up to a year (depending on the condition) and on-going support from the healthcare practitioner or pharmacist.

Question 21

How much will my treatment cost?

Answer

It depends. Treatment costs vary but will be in line with what you would pay at a pharmacy in person. You will see the estimated cost of your treatment before insurance, during the online visit but will only be charged once approved. Once approved, your treatment and payment will be processed within one to two days.

Keep in mind that you won’t necessarily need to pay the full price yourself. If you have insurance, Felix’s partner pharmacies will bill your insurer directly. You may also be eligible for financial support in your province.

Question 22

What payment methods do you accept?

Answer

We accept all major credit cards for any aspect of your treatment not covered by insurance or other financial support

Question 23

When am I charged?

Answer

You will be charged for the online visit as soon as it is approved by the healthcare practitioner. From there, and after your prescription is activated by the pharmacy, you will be charged the medication cost for each shipment based on your chosen refill schedule. If you have provided insurance or benefits coverage details, it will be applied according to your plan.

Question 24

Am I covered by my insurance?

Answer

Treatment coverage varies greatly between different insurance plans.

The good news is that if you are covered, Felix can bill your insurer directly, and then process your treatment plan at no additional cost to you. We recommend that you upload your private and/or provincial benefit card during the online visit so that our pharmacy partner can apply any coverage you are eligible for before processing your treatment plan.

Insurance coverage for treatment plans through Felix doesn't include the cost of your visit.

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Question 25

Is the online visit covered by my insurance or provincial health plans?

Answer

A Felix online visit is considered asynchronous since it is conveniently completed through a secure chat bases system. Currently, asynchronous visits are not covered by insurance or provincial health plans so you will be charged a visit fee, depending on the category of treatment you are requesting.

Question 26

Is the medication covered by my insurance or provincial health plans?

Answer

Medication coverage varies greatly between different plans, provinces, and has specific criteria that determine eligibility. For private insurance, we recommend contacting your benefits administrator with your details and the Drug Identification Number (DIN) and the drug name to determine your coverage.

For more details on provincial health plan coverage see below:

Alberta: Learn more about AHCIP here. Search for covered drugs here.

British Columbia: Learn more about MSP here. Search for covered drugs here.

Manitoba: Learn more about MHSIP here. Search for covered drugs here.

Newfoundland and Labrador: Learn more about MCP here. Search for covered drugs here.

Nova Scotia: Learn more about MSI here. Search for covered drugs here.

Ontario: Learn more about OHIP+ here. Search for covered drugs here.

Prince Edward Island: Learn more about Health PEI here. Search for covered drugs here.

Saskatchewan: Learn more about Saskatchewan Health Coverage here. Search for covered drugs here.‍

Question 27

Is birth control covered by OHIP in Ontario?

Answer

OHIP+ covers some birth control for eligible residents of Ontario who are under 25 years old and do not have private insurance. You can check if your birth control medication is covered here. Make sure to upload your Ontario health card during your online visit so our pharmacy partners can apply your coverage directly.

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