Frequently Asked Questions
Here are answers to our most popular questions
Popular Questions
What is included in my MediPack?
Each MediPack includes your prescription medication, any over-the-counter medications requested, a cold pack (if required), and your receipt.
What do I have to provide the pharmacist with before I can receive my refills?
The pharmacist will contact you to discuss your current maintenance program and may request your credit card information for any amounts not covered by your insurance plan. No other information pertaining to your prescriptions will be requested by the pharmacist as this will be obtained directly from your previous pharmacy.
When do I receive the gift cards?
Upon signing up, you will receive an email with details on how to obtain your gift card(s). You will also be provided with a listing of Canadian Companies you will be able to redeem your gift card from. Please note that the gift card program is managed exclusively by MediPack, and not by any of our pharmacy partners.
Will I be charged for shipping?
There are no shipping charges associated with our MediPack program if you are on 2 or more maintenance medications. If you are on less than 2 we will inform you if any charges apply.
Which pharmacies are partnered with MediPack?
MediPack works with only accredited, fully licensed retail pharmacies within Canada. Although the prescription medications dispensed to patients (under this program) are distributed through our home delivery program, these pharmacies are accessible to any individual who chooses to bring a prescription to one of its locations to have it filled. Additionally, these pharmacies ship only within Canada, and your prescription is filled in Canada by a pharmacist licensed to practice in the province where the pharmacy is located.
Is MediPack an online pharmacy?
MediPack is NOT an online pharmacy.
How much is the dispensing fee?
The dispensing fee varies based upon the pharmacy dispensing your medication, but will be discussed prior to starting the program.
Are there any hidden fees?
No. There are no hidden fees. You simply pay the same amount (or less) than what you would normally pay at your regular pharmacy.
Refills & Renewals
When will I receive my refills?
If you have selected to automatically receive a 30, 60, or 90 day supply of medication, your refills will be delivered to you at least 1 week before you run out of your current supply of medication. Otherwise, you must use our automated refill request by calling 1-844-542-4985 each time you need to refill your prescriptions. Please note that standard processing times of 3-5 business days apply from the date we receive your refill request.
Will I receive the same brand-name or generic prescriptions I am used to getting?
This is based upon your benefit provider’s prescription drug plan. As such, generic equivalents may be dispensed when appropriate and if permitted by the prescribing doctor.
Can anyone enroll with MediPack?
Only Canadians can enroll in MediPack. As MediPack works with retail pharmacies to dispense and deliver your prescriptions, MediPack is available to all Canadians, whether you have a drug plan or not.
What information should I have on hand to register?
You will need to have your prescription drug card if you have one. Also, please have your current maintenance medications on hand.
How do I register?
Please register by Clicking This Link.
How do I transfer a prescription for a medication I am already on?
Once you have registered for MediPack, an appointed pharmacy will contact you to discuss our program. If you are satisfied with our program, we will contact your regular pharmacy to transfer your current prescription(s) to that appointed pharmacy.
I have a new prescription for a maintenance medication. How do I fill it?
If the prescription is for a medication you’ve not taken before, take it to your regular pharmacy and ask them to provide you with a one-month’s supply of the medication. As soon as you know you will continue taking the medication on an ongoing basis, ask us to transfer the prescription from your usual pharmacy by contacting your appointed pharmacy.
What if the prescription is for a maintenance medication I have taken before?
If the prescription is for a maintenance medication you’ve taken before, you can ask your doctor to fax it directly to the pharmacy looking after your MediPack account, or you can mail it directly to your MediPack pharmacist instead (at the address noted below). Please note that you cannot fax a prescription to a pharmacy: only your doctor can. Make sure you have enough medication on hand to keep you going until your new supply arrives.
Shipping & Delivery
How will my prescriptions be delivered to me?
Orders are sent by parcel mail through Canada Post – at no charge. In some provinces a signature will be required upon receipt of the package.
Is it possible to have prescription medications delivered overnight?
Yes. Overnight delivery may be requested with additional shipping and handling charges, although standard processing times still apply.
Does someone have to sign for my medication when it’s delivered?
A signature is required by legislation for packages of medication delivered to residents of ON and, as of July 1, 2014, NB, NS, PE and NL. Any adult who’s at your home when the package is delivered can sign for it. In other provinces, the package will be left in your mailbox. If you have the package delivered to a business address, you can designate the shipping or reception area to sign on your behalf. However, you should check with your employer in case receiving personal packages at work is against policy.
What is a Canada Post Delivery Notice Card?
A delivery notice card is used by Canada Post to inform you that your package is available for pickup at a nearby post office. The item will be held at the post office for a total of 15 calendar days, after which it will be returned to the sender.
Who can pick up a package of prescription medication at the post office?
If the package cannot be delivered, you will receive a Delivery Notice Card to inform you to pick up your package. Only the addressee, or their designated agent, can pick up an item at the post office. A designated agent must present one valid piece of government-issued photo identification and one of the following documents to sign for a package of prescription medication: (1) A delivery notice card including the printed name of the individual authorized to pick up the item, signed by the addressee, or; (2) A legal document that demonstrates the authority of the designated agent to act on behalf of the other individual, for example, power of attorney, appointment as trustee or a letter of authorization.
What if I do not receive my order in a timely manner?
Contact our Customer Service Department toll-free at: 1-844-542-4985 if you are concerned about the status of your shipment. If the package cannot be located and the order needs to be replaced, we will re-ship the medication to you free-of-charge.
Can I have medications delivered to me at work?
If you have the package delivered to a business address, you can designate the shipping or reception area to sign on your behalf. However, you should check with your employer in case receiving personal packages at work is against policy.
What happens if I’m away from home, perhaps on vacation, and my medication has been left in my mail box?
If medication has been left for an extended period of time and you’re worried about it, please contact your designated pharmacy immediately. If you’re going on holiday, you can call the pharmacy to adjust the delivery date accordingly to ensure it won’t be delivered while you’re away.
Some of my prescription medications require refrigeration. How will these be delivered?
Your dedicated pharmacy has a special system for managing and delivering of refrigerated items, including insulin. All refrigerated products are sent via Xpresspost (2- day business guarantee) with refrigerated gel packs to ensure the temperature is maintained between 2°C-8°C degrees during shipment. Delivery will be co-ordinated with the patient so the package is not left sitting out. Refrigerated packages can be sent to any designated address, including rural addresses. There is also the option of having your medication delivered to an alternate daytime address if that is more convenient.
Do you deliver to rural addresses?
Packages are shipped using Canada Post. Any restrictions or special circumstances Canada Post has for shipping your regular mail will apply to the delivery of your medication.
Can you deliver my medication to me while I am out of the country?
No. Our pharmacies deliver only to addresses within Canada.
Payments
Is co-ordination of benefits with a spouse’s plan allowed?
Yes. The initial claim is always directed to the cardholder’s drug plan first and to a spouse’s plan second. You should provide information about any other prescription drug coverage you may have when you speak to your designated pharmacist. You should submit claims for dependants first to the plan of the spouse whose birth date is earliest in the year.
Will I receive a receipt for the outstanding balance to submit to another insurance plan?
If the pharmacy has information on both drug cards, both plans can be billed electronically and payments will be charged in real time. Any outstanding balance from either drug plan will be charged to you as a co-payment. All patients will be provided with a receipt signed by the pharmacist for each prescription dispensed.
How do I pay for my part of the cost of my medication?
You are required to pay with a major credit card. The pharmacy will charge your portion (if applicable) to the Visa, MasterCard or American Express you provide at the time of enrollment. The pharmacy will then bill your drug benefit plan for the remaining portion of the cost.