Shipping and Returns Statement
Felix Health and Felix Pharmacies (collectively, for the sake of this Statement, “we” or “us”) are committed to providing registered users (as follows “you”, “your”) efficient and convenient delivery service. Please review our Shipping and Returns Statement to better understand how we handle shipping to create the best possible user experience. This Statement applies to Felix Pharmacy patients who have opted in for medication delivery services.
We reserve the right to amend the Statement at any time to account for changes in the Applicable Law, our practices, and the Felix Platform. Please check to see if we have amended the Statement since you last used the Felix Platform to ensure you are aware, and agree, to our current shipping practices. This Statement forms part of the Felix Platform Terms of Use.
Order Processing Times
Most orders are sent for delivery within 1-3 business days of the fill date. For new treatments, the first fill date will be the day your treatment is approved. On all subsequent fills, your refill date can be found in your Felix account. We encourage you to regularly check for correspondence from the Felix Health Customer Support Team and/or the Felix Pharmacy Team as communication delays may lead to extended processing times.
Order Tracking
Once your order has been shipped, you will receive an email and/or SMS with tracking information that allows you to monitor the progress of your package. Please note, tracking numbers can take up to 2 business days to become active.
Third Party Delivery Providers
We work with a number of third party delivery providers including Canada Post and Purolator. Unfortunately at this time, we are unable to accept requests regarding your preferred courier. If you have questions or concerns regarding our delivery partners, please contact our Customer Support team or the third party directly.
Signature Required
A signature may be required for the delivery of medication, based on your province of residence and applicable regulations. Where a signature is required, waivers to request that the package be left unattended or on the premises cannot be accepted. Where applicable, if you are not able to sign for your package, an authorized agent may sign in your absence. Please contact our Customer Support team for assistance in doing so.
Provinces where a signature is required: Manitoba, Nova Scotia, Newfoundland, Ontario, Prince Edward Island, Saskatchewan
Provinces where a signature may not be required: Alberta, British Columbia
Note: Regardless of where you are located, all deliveries from the Ontario Felix Pharmacy will require a signature on delivery as required by law. Deliveries to Alberta and British Columbia from the British Columbia Felix Pharmacy will only require a signature if a replacement package is being issued. You can confirm which Felix Pharmacy is dispensing your treatment based on the location of origin in the provided tracking information. You may also confirm signature requirements by contacting our Customer Support team.
We unfortunately cannot guarantee that the recipient will be contacted at their shipping address, or that a notice card will be left. Packages that are not delivered to the shipping address will be taken to a local post office or package pickup centre for pickup. We recommend referring to the provided tracking number and link to confirm the whereabouts of your package.
Note to Purolator SNR Customers: To ensure your packages can be delivered safely and in compliance with applicable regulations, please contact our Customer Support team as soon as possible to make the necessary arrangements.
Age Verification
Certain treatments may require age verification on delivery for the purpose of safe dispensing. You will be notified if ID verification is required in shipping confirmation communications.
Unclaimed or Refused Packages
If a package is unclaimed, refused, or undeliverable, a $10 fee will be charged to have your package reshipped.
For the majority of medications, packages will be held for 10 days from the date of recipient return notification. Temperature controlled medications may have a reduced eligibility window, or may not be eligible for reshipment due to their limited shelf life, in accordance with product guidelines. We encourage you to respond as soon as possible to reshipment requests. All reshipments are at the discretion of a pharmacist's professional judgment.
Unclaimed packages may not be reshipped more than twice. If we do not receive confirmation that you would like your package reshipped within 30 days of return, the order will be destroyed.
Undelivered, Lost, and Stolen Packages
You are responsible for ensuring all shipping information (including unit numbers and postal codes) is up to date ahead of all upcoming deliveries. If you are unable to locate your package after it has been marked as delivered or available for pickup, you must contact the Felix Health Customer Support team within 14 days of shipment. Please note, missing package investigations through the delivery partner can take up to 21 business days to be resolved. Interim resolutions are at the discretion of the designated pharmacy manager or their delegate in support of continuity of care and safe dispensing practices.
Quality Assurance
We encourage recipients to carefully review the contents of each package to ensure that the correct items have been included.
If you have quality concerns related to the treatment you were sent, you must contact our Customer Support team within 14 days of shipment. Replacements may be issued at the professional discretion of our designated pharmacy manager or their delegate. If a replacement is not deemed to be necessary, you may request an early refill at your expense.
Temperature Controlled Treatments
Temperature controlled treatments are stored at the Felix Pharmacy in accordance with the product monograph. They may be shipped in temperature controlled packaging or via temperature controlled vehicles. During extreme heat and cold weather, shipment may be delayed or altered to ensure the medication is safe to use upon its arrival.
If you are receiving a treatment that must be kept within a specific temperature range, we recommend taking the following steps as appropriate:
- Know when your next refill is due: Especially during the summer and winter months, you may be able to anticipate if extreme weather or temperatures could impact your delivery timeline. Please contact our support team if you have questions or concerns about receiving your treatment on time.
- Be ready to accept your package: If a signature is required but cannot be collected, your package may be taken to a local post office where we do not have control of the storage temperature. If possible, you or an authorized representative should be present on the anticipated delivery date.
- Ask your local post office how they can help: Depending on the delivery partner, they may have support solutions if you anticipate being unable to accept your package at your shipping address.
- Schedule a pharmacist counselling appointment if you have questions or concerns: The Felix Pharmacy team is here to help with questions surrounding proper medication storage, as well as how to know if a medication is no longer safe to use.
Returns and Refunds
All refund requests, including visit fees, prescription medications, and non-prescription health and cosmetic products, will be reviewed on a case-by-case basis. Circumstances in which a medication refund will not be issued include, but are not limited to:
- Ineffective results
- Incorrect shipping information provided by the patient
- Requests made more than 14 days after shipping
In accordance with safe dispensing practices, returns will only be accepted for destruction once a package has been delivered to the provided shipping address. Refund requests can be directed to our Customer Support team, to be reviewed by a pharmacy manager, medical director, or their delegate as appropriate.
Cancelling a Charged Fill
Our goal is to provide you with fast and efficient delivery. Therefore, once a first time fill or refill is charged, the ability to cancel its delivery may be limited. As we make reasonable efforts to provide advance notification regarding expected processing timelines, you are responsible for ensuring any changes are made or communicated before a fill is processed and charged.
Cancellation and refund requests can be directed to our Customer Support team, to be reviewed by a pharmacy manager or their delegate.
Accessibility
If you require delivery accommodation, available support will vary based on location and delivery partner. Please contact accessibility@felixforyou.ca to discuss available solutions.
Preparing for an Upcoming Delivery
We recommend taking the following steps to ensure you are prepared for your upcoming order:
First Fills
- Complete your treatment request only when you are ready to receive your first fill. If you are approved for treatment but would like to delay your initial shipment, we cannot guarantee your order can be stopped in time.
- Confirm your insurance coverage with your provider. Medication coverage varies greatly between different insurance plans. In the interest of efficiency and continuity of care, the Felix Pharmacy may not contact patients directly if the treatment is not covered by the provided plan(s).
All Fills
- Ensure all billing, shipping, and contact details are up to date
Contact Us
If you have questions or concerns about our delivery, returns, and replacement protocols, please reach out to the designated party based on the nature of your query:
General Inquiries
Felix Health Customer Support Team
Contact: hello@felixforyou.ca
Privacy
Privacy Officer: Emma Stern
Privacy Contact: Claire Haliburton
Contact: privacy@felixforyou.ca
Accessibility
Accessibility Program Contact: Madison Kraemer
Contact: accessibility@felixforyou.ca