FAQ

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Felix
What is Felix?

Felix is an end-to-end platform where you can get prescriptions for lifestyle medications through an online visit with a licensed Canadian doctor, and have your medication shipped to you on an automated refill schedule that works for you.

What are lifestyle meds?

Lifestyle meds loosely refer to medications that treat non–life-threatening and non-painful conditions such as baldness, wrinkles, erectile dysfunction, or acne. The primary function of lifestyle medications is to improve the user’s quality of life. Our mission is to give people easier access to these medications without compromising on healthcare standards.

How does it work?

It’s simple! You create a Felix account, complete your medical profile information, and answer a medical assessment specific to the type of prescription medication you are looking for. You will also have the chance to choose your refill schedule and shipping location during each visit. After you submit that information, our doctor will review it and approve or deny your request based on your medical profile. If approved, we will send the prescription directly to our pharmacy partner and they will ship the medication to you, for free! You will then be charged and receive each refill, automatically, based on the schedule you chose, for the duration of your prescription.

Who can use Felix?

Anyone that is 18 years or older and has a shipping address in either Ontario or British Columbia. We cannot ship medication outside of these provinces at this time.

Why do you focus on generic pharmaceuticals over brand name?

Although Felix offers both brand name and generic version of all the medications, we are advocates of generic medication. Generic medications are more affordable and are more likely to be covered by your insurance plan. The generic medications we provide have the same active ingredients as their brand name counterparts, but with a smaller price tag. But the choice is always yours! If you want to read a bit more about the differences, go here.

What other medications will become available via Felix?

We are planning to offer prescriptions for herpes and cold sores, premature ejaculation, HIV prevention, and smoking cessation. If you want to know when they become available, sign up for our mailing list.

Is this safe?

Absolutely. All prescriptions obtained via Felix are provided by licensed Canadian doctors—the same as you would get at a hospital, doctor’s office, or clinic. These doctors 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 specialists on our medical team. Finally, all medications delivered via Felix are Health Canada approved and filled by a registered pharmacist—the exact same medications as you would get at any pharmacy.

Is this legal?

Yes! In Canada, only a licensed doctor 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.

How it Works
Do I need to have a prescription to use Felix?

No. In fact, the whole point is to get your prescription online, through Felix. However, if you do have an active prescription with another pharmacy but want to take advantage of automatic refills shipped to your door for free, you can transfer your prescription to Felix. See more here.

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

No. A prescription written by a licensed doctor is required for all medication currently provided through Felix’s service. If you already have the prescription, you can transfer it to Felix. See more here.

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

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.

How quickly will a doctor review my online visit?

Your visit will be reviewed by a doctor within 24 hours of submission. If you’ve been waiting longer than this, please email hello@felixforyou.ca and we’ll look into it.

How is my medication filled, shipped, and refilled?

Once your prescription is approved, our pharmacy partner network will be notified to begin the process of activating your prescription. You will receive a phone call from them to confirm your information and receive counseling on the medication if you would like. After that step is completed, they will charge and ship your medication. Refills will be automatically charged and shipped based on the refill schedule you chose during your online visit.

Can I pick up my medication from my own pharmacy?

Absolutely. If you would prefer to pick up your medication from a pharmacy of your choice instead of using free shipping through the Felix network, simply choose the “I prefer to pick up from my own pharmacy” option during the online visit and enter your pharmacy's contact information. Note: We cannot guarantee the prices of pharmacies outside our network.

How do I apply for multiple treatments?

Once you’ve created your Felix account and set up your medical profile, you can complete an online visit to any of the ailment categories you are eligible for using that same account.

I already have a prescription, can I transfer it to Felix?

As long as you have a currently active prescription for any of the medication categories offered via Felix (Birth Control, Erectile Dysfunction, Acne and Hair Loss), then yes, you can transfer it to Felix. Just choose the Transfer Now option to complete the steps. Our pharmacy will contact your current pharmacy to complete the transfer.

Do I need to complete the Medical Assessment if I am transferring my current prescription?

No! Since you have already been prescribed the medication by a doctor and are currently using it, all we need to do is change the pharmacy information. However, once your prescription runs out, you will then need to complete an Online Visit through Felix to renew the prescription with one of our doctors.

Pricing and Payment
How much is the online visit?

Felix charges a $40 for the online visit, but only if and when you are approved by the doctor. The visit fee includes a prescription valid for 12 months and on-going support from the doctor or pharmacist.

How much is the medication?

It will depend on the medication you choose. You will see the estimated cost of your medication, per refill, during the online visit which includes the pharmacy fill fee. That cost doesn’t include any potential deductions from your insurance/benefits coverage (if applicable).

When am I charged?

You will be charged for the online visit as soon as it is approved by the doctor. 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 insurance or benefits coverage, it will be applied according to your plan.

Why do I see a transaction on my credit card for my denied online visit?

When you submit an online visit, we pre-authorize your credit card for the amount of the visit. When your visit is denied, we will then release that pre-authorization, however, it can take up to 3 business days for your bank to update your statement to reflect that.

Why can’t I see medication prices on the website?

While it is illegal in Canada to display market pricing for prescription medication, you will be able to see the estimated cost of medication during the online visit. The price shown is an estimation and will vary if the doctor prescribes you a different medication, or if you have insurance or benefits coverage. All estimated prices shown during the online visit include the pharmacy fill fee based on the refill schedule of your choice.

What is the pharmacy fill fee?

Every pharmacy charges a dispensing fee for filling prescriptions. Think of it as a service fee for knowledge and service provided by the pharmacist. If you get your medication through Felix, our pharmacy is still required to charge a fill fee and that fee is included in the price of medication that we display. A fill fee is charged for every time you get a refill.

How do I change my credit card information?

Go to My Account and under Billing, you can update the credit card details on your Felix account.

Insurance and Benefits Coverage
Is the online visit covered by my insurance or provincial health plans?

Currently, telemedicine appointments are not covered so you will be charged for a $40 fee for each online visit with a Felix doctor. 

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

Medication coverage varies greatly between different plans, provinces and has specific criteria that determine eligibility. 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 shipping your meds. 

 

For private insurance, we also recommend you check your plan manual to better understand how much coverage you have. 

 

For more details on provincial health plan coverage see below:

 

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

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

Is birth control covered by OHIP in Ontario?

As of April 1st, 2019, OHIP covers birth control for all women in Ontario, under 25 years old and that do not have private insurance. Make sure to upload your OHIP card during your online visit so that the pharmacy can apply your coverage.

I didn’t have insurance when I first got my prescription, but now I have it. What do I do?

Go to My Account and under Billing, you can add or update the insurance information on your Felix account.

I uploaded my insurance information during my online visit but still see a cost for the medication in my profile.

The coverage you are eligible for will not be deducted until the pharmacy processes your refill, so the price you see in your profile is the estimated maximum medication cost before benefits. Once the pharmacy ships your meds, the actual cost will be displayed for the respective refill.  

Shipping
When is my medication shipped?

Your first fill will be shipped within 2 days from the time the pharmacy successfully contacts you via phone to activate your prescription. After that, each refill will be triggered & charged according to the refill schedule you chose.


Refill schedule (drug dependent)

  • Monthly: refill is processed approx. every 20 to 23 days

  • Every 2 months: refill is processed approx. every 50 to 53 days

  • Every 3 months: refill is processed approx. every 76 to 84 days

How much does it cost for shipping my medication?

We currently offer free shipping to patients that choose to have our pharmacy partner fill their medication.

What courier do you use for shipping?

Our pharmacy partner currently ships the medication via Canada Post.

Do I have to be home to receive my package?

We are legally required to request a signature to deliver your medication, so while you don’t personally have to be there to get the package, someone that is 18+ years old must be available to sign for the package.

What happens if there isn’t anyone available for the delivery?

Your package will be available at the closest post office for pick up. Usually, packages are available for up to 5 days after the first attempted delivery. If you don’t pick up your package within the allotted time, it will be returned to the sender, which may cause a further delay in your delivery.

I received an email with a tracking number but it doesn't seem to be working!

The tracking number will be activated when the courier picks up the parcels, which happen on weekdays in the evenings. Check the tracking number later and you should then be able to see the status of your package.

My Felix Account
How long does a prescription last?

Prescriptions written by Felix doctors will last for 12 months from the date of issue. Generally, your Felix prescription will contain refills for a one year supply of the prescribed medication. However, the amount of medication and the number of refills prescribed will ultimately be decided by the doctor who reviews your online visit.

What do you do if I don’t want to receive the medication anymore?

You can pause or cancel your refill delivery at any time by going to your prescriptions in your Felix Account.

How can I update my government ID?

Go to My Account and under your profile, you can upload a new file with your new ID. You must always have the most up to date ID on file. 

Telemedicine
What does your medical team do?

Our doctors and board members help oversee each of our health categories to ensure our medical assessments are thorough, safe, personalized, and on-par with the best that in-person care can offer. Our pharmacists work with us to provide best-in-class service and support.

Who are the doctors that will be reviewing my online visit?

They are all licensed, real Canadian doctors! All online visits submitted via Felix are reviewed by them and they must be licensed in your province to prescribe you the medication. It is these doctors, and not Felix, who determine whether or not to write you a prescription, as well as the appropriate dosage (where applicable).

Does Felix replace my doctor?

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

Do I need to talk to a doctor?

One of the many benefits of our service is that you don’t have to, per se, talk to the doctor. We use a model where all the relevant information needed by them is asked during the online visit, through a medical assessment questionnaire, so you don’t have to connect with them in person. But, if the doctor has additional questions after you submit your online visit, they will connect with you via our secure messaging portal, which means you can answer their questions at your own pace, and ask some of your own. 

 

However, if you prefer to speak to a doctor in person about your needs, we encourage you to book an appointment with your primary care physician or a specialist as Felix might not be the right fit for you.

I’ve been using the prescribed medication but have some questions regarding side effects. What should I do?

For any medical-related questions, we strongly recommend that you speak to the prescribing doctor directly as they know what’s best for your health. You can do so by going to your Felix account and messaging the doctor for that specific prescription. 

It's an emergency. What do I do?

Call 911 or proceed to your nearest emergency room immediately. Felix is not intended for medical emergencies.

Privacy
Is my information private and secure?

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 doctor. 

 

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 The Personal Health Information Protection Act (PHIPA) of Ontario. It is our duty to protect your data with comprehensive security infrastructure and stringent data policies to ensure it stays private and secure. 

 

Read more on our Privacy Policy.

Is your packaging discreet?

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

Erectile Dysfunction
Can I get brand name Viagra® or Cialis®?

Absolutely. You will have the opportunity to select your preferred prescription ED medication while completing your online visit, including both brand name and generic options. As a policy, Felix advocates generic medications as more affordable and more likely to be covered by your insurance plan.

Are prescription ED medications effective?

Viagra®’s Canada Health–approved prescribing information claims that “82% of patients reported an improvement in their erections.” Other PDE5 inhibitors (Cialis®, Levitra®) showed similar results.


Oral ED medication is generally considered extremely effective and studies show it works for the majority of men, but not all.

Are there other treatments available?

Other treatment options for ED include lifestyle improvements (e.g., exercise, diet, quitting smoking, limiting alcohol use), surgery, penile vacuum pumps, and other ED medications. Every treatment comes with risks and benefits that you should fully understand before moving forward with it.

Why do I need to know my blood pressure to get an ED prescription?

Blood pressure is an important factor in determining whether it is safe for you to use prescription ED medication. To complete your online visit, it is essential that you are accurate and honest about your blood pressure and that it was taken within the last 6 months. When used improperly, these medications can cause serious harm or even death. If you haven’t had your blood pressure taken within the last 6 months, you can get a free blood pressure range at most retail pharmacies or at a clinic.

How much does ED medication cost?

ED medication filled via Felix has a starting cost of $48 per month. The price will vary based on the drug chosen, the province it is shipped to, and the refill schedule chosen.

Am I covered by my insurance?

Currently, telemedicine appointments are not covered so you will be charged for a $40 fee for each online visit with a Felix doctor. 

 

Medication coverage varies greatly between different plans, provinces and has specific criteria that determine eligibility. 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 shipping your meds. 

Birth Control
How effective are birth control pills?

If used exactly as instructed, birth control pills are approximately 99.7% effective. However, due to timing errors, forgotten pills, result in birth control pills being closer to 91% effective. Needless to say, the better you are at taking your birth control prescription medication as prescribed, the more likely it to be more effective.

Can I get a refill of my existing birth control prescription?

Yes! But you will need to transfer your current prescription to Felix. Just choose the Transfer Now option to complete the steps to create a Felix account, complete your medical profile and give us all the information related to your current prescription. Our pharmacy will then contact your current pharmacy to complete the transfer.

Do you offer alternative forms of birth control?

Currently, Felix offers pills, patches, and rings as birth control options.

I don’t know which contraceptive I want.

No problem. During the online visit, you will be able to say that you are not sure and the doctor will prescribe according to your medical profile and assessment. You can also send the doctor a question as to what method may work best for you.

How much does the prescription birth control cost?

Birth control medication filled via Felix has a starting cost of $13 per month. The price will vary based on the drug chosen, the province it is shipped to, and the refill schedule chosen.

Am I covered by my insurance?

Currently, telemedicine appointments are not covered so you will be charged for a $40 fee for each online visit with a Felix doctor. 

 

As of April 1st, 2019, OHIP covers birth control for all women in Ontario, under 25 years old and that do not have private insurance. Make sure to upload your OHIP card during your online visit so that the pharmacy can apply your coverage.

Acne
What is Tretinoin and how does it work?

Tretinoin, also known as all-trans retinoic acid (ATRA), is a medicated form of vitamin A, or retinoid, used to treat acne. It is also used off-label to reduce the appearance of aging and fine wrinkles, stretch marks, and rough skin.


Not to be confused with isotretinoin, tretinoin is applied to the skin as a topical cream, ointment, or gel, and works by affecting the development of skin cells to decrease the number and severity of acne pimples and promote quick healing of pimples that do develop. Although the way tretinoin works isn’t fully understood, retinoids such as tretinoin are important regulators of cell reproduction, proliferation, and differentiation. Topical tretinoin is one of the most effective and widely used acne treatments on the market today but should not be used by women who are pregnant.

What about side effects?

Tretinoin is a generally safe and effective medication. However, some users experience side effects.


The most common side effect of Tretinoin is a warm, stinging sensation on the skin directly after the medication is applied. This is often accompanied by dry and itchy skin, redness, mild peeling/scaling, and sun sensitivity. 


Tretinoin can also potentially make your acne get worse before it gets better. In most cases, this side effect is temporary and goes away after two to four weeks of use.


Many of these minor side effects resolve on their own, while others are easily fixed by using a moisturizer or other skin care products to counter the dryness produced by tretinoin. Consult our safety information sheet to learn more.

Can I be accurately assessed remotely?

Absolutely., The acne assessment you will complete via Felix requires you to upload photos of your skin for the doctor or nurse practitioner to review. These photos, along with the other medical information you provide, will be sufficient for the doctor or nurse practitioner to determine whether or not you are eligible for a prescription as well as craft an appropriate treatment plan. Though unlikely, the doctor or nurse practitioner may follow up with some questions via secure chat (we’ll ping you via email if there are any messages in your inbox).

How much does the prescription skin cream cost?

Skin medication filled via Felix has a starting cost of $11 per month. The price will vary based on the drug, and the province it is shipped to.

Am I covered by my insurance?

Currently, telemedicine appointments are not covered so you will be charged for a $40 fee for each online visit with a Felix doctor. 

 

For those in Ontario that are under 25 years old, OHIP+ will cover the cost of certain acne medications. Make sure to upload your OHIP card during your online visit so that the pharmacy can apply your coverage.

Hair Loss
How does hair loss treatment work?

Finasteride is an orally administered pill that functions by preventing the conversion of testosterone into a follicle-shrinking androgen called dihydrotestosterone (DHT). Hair loss treatments can work to preserve hair and may even regrow hair.

Are prescription hair loss medications effective?

Finasteride is generally recognized as the most effective therapy for treating male pattern baldness. Increased hair on the scalp can be seen within three months of starting treatment and longer-term studies have demonstrated increased hair on the scalp at 24 and 48 months with continued use. In one study, Finasteride was effective at stopping hair loss in 83% of men compared to 28% for the placebo group. Effectiveness only persists as long as the drug is taken. Finasteride typically works better to prevent further hair loss than to regrow lost hair.

What about side effects?

As with any prescription medication, side effects may occur. For the vast majority of patients, Finasteride works without causing side effects. However, some men may experience a reaction. Read our important safety information to learn more about possible side effects. If you experience any side effects while taking finasteride, talk to your doctor.

Can I be accurately assessed remotely?

When you complete an online visit for a Hair Loss treatment,  we will ask all the relevant questions the doctor needs to understand your condition and make the best decision. Also, if the doctor needs further information, they will follow up via our secure doctor/patient chat.

How much does hair loss medication cost?

Hair loss medication filled via Felix has a starting cost of $45 per month. The price will vary based on the province it is shipped to, and the refill schedule chosen. 

Am I covered by my insurance?

Currently, telemedicine appointments are not covered so you will be charged for a $40 fee for each online visit with a Felix doctor. 


Medication coverage varies greatly between different plans, provinces and has specific criteria that determine eligibility. 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 shipping your meds. 



Still got questions? We’d love to hear from you. Contact us