Frequently Asked Questions
- How can I order from NorthWestPharmacy.com?
We offer 3 convenient ways for our customers to order from us – online, by phone or by fax or mail. Please click How To Order for complete ordering instructions.
- Do I need to provide a prescription or any other documents to order through your company?
For all items listed as "Prescription" or marked with an "Rx" symbol, we will require a valid prescription to process the order. In addition to this, there are some instances under which we require additional forms, documentation or information before we can process an order.
You will be promptly notified if we require anything more than your prescription. Without the documents mentioned above, we will not be able to arrange the processing of your order.
- What types of other documents will you require?
For orders over $1,000 or for final sale items, we will require our Order Forms to be completed even if the order has been placed online or with one of our patient care specialists over the phone.
- How can I send you these documents?
You may send your documents to us by direct upload from your online account with us, by fax, email, or mail. We can also call your prescriber to request a prescription for you for any prescription items you may order if you would like us to do so and you can make this request in our online order process or when ordering by phone.
The toll free fax number is: 1-866-539-5331,
The email address is CustomerService@NorthWestPharmacy.com
You can mail your documents to NorthWestPharmacy.com at:
NorthWestPharmacy.com Call Center
Langley Mall (Canada Post)
PO Box 56056
Langley, BC, Canada
- Is it only Canadian drugs that are supplied or do the drugs come from other countries as well?
Not all products you order will be shipped from Canada. We affiliate with several pharmacies and fulfillment centers that ship products to our customers, including those in the UK, Mauritius, Turkey, Canada and more.
- If my drugs are shipped from other countries, will it be Canadian drugs that will be sent to me?
No, Canadian drugs are only shipped from our affiliate Canadian pharmacy, which is just one of the facilities we affiliate with to have orders shipped to our customers. Our affiliate facilities in other countries will ship drugs that they have procured from either their own jurisdiction or other countries, including: the UK, Turkey, India, Germany, other European countries, and more. Rest assured that we only affiliate with authorized pharmacies and fulfillment centers that procure products through reputable sources. For more information, please visit our Drug Safety & Authenticity section.
- Can the country from which a drug is supplied/shipped be different from the country that the drug is manufactured?
Yes, in many cases, it can be. For example, not all drugs sold in retail US and Canadian pharmacies are made in the USA or Canada. Many generics that American and Canadian retail pharmacies sell may be sourced from India, Israel, European Union and possibly other countries as well. Even for many brand name drugs, while the manufacturer of the drug may be an American or European company, for a variety of reasons, the drug itself may be manufactured outside of the USA or Europe.
- What are your call center's hours of operation?
Our call center is open Monday to Friday from 5:00am to 8:00pm PST and Saturday and Sunday from 6:00am to 3:00pm PST.
- Do you serve customers worldwide?
We serve customers in numerous countries. The shipping fee and delivery times quoted on our website pertain to orders being shipped to the United States so these may vary for deliveries to other countries. If you reside outside the United States, please contact us by telephone or email for special instructions on order placement, payment options and delivery times.
- How much am I charged for shipping?
The shipping charge is a single flat rate of $9.99 for your entire order regardless of the number of products you order. Additionally, from time to time, we have specials on certain items for which shipping is free!
- Once I have placed my order, how long does it take before my order will actually be shipped?
After your order is placed and we have received complete order information, it will take approximately 3 business days to process your order and once processed, your order will be shipped.
- Why does it take 3 business days for you to process my order before it is shipped?
Before your order is shipped, we need to verify and review your medical information, prescription/refills, payment, availability of stock and then route the order to the appropriate facility for shipping. The pharmacist at the facility that will ship the order will then perform a second check of your prescription. After this, your drugs will be picked from a stock room, labeled, checked again by the pharmacist to ensure you are getting the correct drug/dosage and then finally packed for shipping. We do our best to complete all this within 3 business days!
Remember, if we have not received your prescription or there is a problem with your payment, we cannot start the order processing discussed above which will result in a delay in your order being shipped.
- What can slow down the processing of my order?
We process your orders as soon as possible. However, if your account information is inaccurate or incomplete, this can slow down the order process. Always ensure that you enter your account information accurately and ensure that all the fields are completed when filling in our online forms. Failing to send us your prescription for any items you have ordered that require a prescription will delay your order. Always remember to promptly send us your prescription when ordering prescription items.
- What is the estimated delivery time to receive my order?
With our flat rate shipping, your order is typically shipped three business days after you place your order and the transit time after that is approximately 8 to 18 business days.
- Why does it take 8 to 18 business days for my order to arrive once it is shipped when I get other items I order online so much faster?
We understand that when you order products from web-based companies in the USA, your packages arrive very quickly which is why we sincerely appreciate your patience and understanding that most of our parcels are shipped to you from outside the United States and therefore take longer to be delivered. Every day millions of parcels coming into the USA have to clear U.S. Customs and this can take some time. Parcels shipped from within the USA don't have to go through the border control procedures and thus arrive sooner. By shipping your orders from places located outside the USA, you benefit from lower pricing than what American pharmacies charge. We trust the savings is worth the wait!
- Why do some parcels spend more than 8 to 18 business days in the mail?
In rare cases, a shipment can arrive outside the standard delivery time. There are a number of factors outside of our control which can play a role. For example, there can be longer than normal delays at U.S. Customs during busy seasons such as in December and early January due to the large number of packages crossing the border, changes to parcel screening and shipping protocols for security reasons and inclement weather affecting flights carrying international mail.
Don’t worry, we guarantee that you will receive your order!
- Can you courier my order using a private courier like UPS or Fedex?
The first problem with sending orders by courier is that the cost of doing so is very expensive. For most orders, the courier fee alone would exceed $75. We'd still offer that as an option to those who want expedited delivery if we could but the second, and impossible challenge, is that private courier companies refuse to accept prescription drug parcels being shipped from foreign pharmacies to consumers in the United States. This policy arose out of private couriers being prosecuted in relation to the delivery of addictive controlled substances to consumers who were ordering them without a valid prescriptions some years ago in the United States from illicit websites. It's unfortunate because these prohibitive policies are broadly overreaching and misguided when applied to customers of online pharmacies, like NorthWestPharmacy.com, which help people acquire more affordable maintenance medications with a valid doctor's prescription and do not even offer any controlled drugs whatsoever.
- How do I track my order?
Most orders from NorthWestPharmacy.com can be tracked online.
You will receive an email when each item in your order is shipped and the email will state that one or more of the items have been shipped. For all orders in which online tracking is available, you will receive another email with the tracking number as soon as the tracking number has been issued and uploaded to our system. Simply click on the tracking number in the email to track the package online.
Alternatively, you can log in to your account on our website where you will find the tracking number(s) located on the details for your order. Tracking numbers are generally available in your online account five business days after an order has shipped. Simply login to your account, navigate to "Order History" and click on "Details". Then click on the tracking number under the “Status” section to track the shipment.
Online tracking is not available for all orders. If online tracking is not available for your order, it will state under "Tracking No:" that no such online tracking is available.
- Will you beat a competitor's price?
Yes! NorthWestPharmacy.com will not be undersold!*
* See our Terms of Sale and Conditions for complete details.
- Do you have a Satisfaction Guarantee?
Yes, absolutely! If you are not completely satisfied with your order, simply return the unopened product within 14 days and receive a full refund. If the product package has been opened, you can still return it. Return the opened product to us within 14 days and we'll apply a credit to your account for 50% of the value of the product. Just call us toll-free at 1-866-539-5330 within 14 days of the receipt of your order and let us know why you are not satisfied. If we cannot make it right, we'll provide you with the return shipping instructions and tell you how to claim your refund or credit.
*See our Terms Of Sale And Conditions for complete details.
- Why can't I buy Valium, Oxycontin, Vicodin or similar medications from your online pharmacy?
We will not facilitate the sale or shipping of any narcotics or controlled substances.
- Will you automatically substitute my order with a generic drug if I ordered the brand name drug?
No, we will not automatically substitute any of your orders without your permission and authorization. If you ordered the brand name product, you will get the brand name product and if you ordered a generic product, you will get the generic product.
- Why do the pills I received look different than the ones I get from my local pharmacy?
If you have previously been purchasing brand name pills from your local pharmacy, but have purchased the generic counterpart through us, the pills you receive will look different. The generic pills will have the same active medicinal ingredient as the brand name, but the color, size and shape of the pills may be different. This is generally due to certain laws that restrict generic manufacturers from producing a pill that looks "exactly" like the brand name counterpart. Additionally, the same brand name pills may also look slightly different in different countries than they do in the US. Two good examples are Nexium and Celexa. In the US, Nexium is available as a purple capsule, yet in Canada, Nexium is available as a light pink tablet. Similarly, in the US, Celexa 20mg is available as a peach colored tablet and internationally, the pill is white and slightly smaller than the US pill. In both examples, the US pill and the international pill contain the same active ingredients and are made by the same drug company. However, perhaps to segregate their markets or for other reasons, the drug company decided to make the Canadian or international pill a different color or different dosage form (i.e. tablet vs capsule). Finally, the same generic drug made by different generic companies may look different as well.
- Why do the pills I received have a different name than the ones I get at my local pharmacy?
In some cases, drug companies may brand the same drugs under different names in different countries. As such, the product(s) you receive may have a different name than the US name, however, they will contain the exact same medicinal ingredients in the same dosages. A good example of this is the drug Zyrtec. In Canada, Zyrtec is marketed under the brand name of Reactine, even though the same drug company makes both Zyrtec and Reactine and other than the name, there are no differences whatsoever between the two products. Drug companies likely do this to segregate their markets or to discourage consumers from buying from different countries.
- Can you transfer my prescription from my local US pharmacy as I may have refills there?
Because we are located outside the United States, we are unable to transfer prescriptions from US pharmacies. However, you can ask your doctor's office to directly fax us a new prescription to save yourself a visit to the doctor. Most doctors are happy to do so. If you prefer, we can also contact your doctor’s office and ask them to fax us a new prescription for you. Please note that doctor's offices can take up to 3 to 5 business days to respond to our requests for new prescriptions, so it may be quicker if you call them.
- Can you call my doctor to request a prescription for the items I order?
As a free of charge service to our valued customers, we will contact your prescriber to request a prescription for any items you purchase and for which you do not have a current prescription for.
When placing your order online, simply enter your prescriber's name and contact information on the form provided after the prompt to request that we contact your prescriber for your prescription.
Or, if you are ordering over the phone, just ask the NorthWestPharmacy.com Patient Care Specialist to contact your prescriber for your prescription and they will be happy to oblige once your order has been placed.
- How long is my prescription valid?
Prescriptions are valid and usable within one year from the date the prescription was written. In the interest of patient safety, if a prescription is received by NorthWestPharmacy.com more than 4 months after it was written, we will need to contact the prescribing physician to verify that there have not been any changes to the medication, strength or dosing.
- If I don't see my medication on your price list, does that mean it is not available?
We may be able to source a drug that is not currently listed on our website. If you don't see the drug you are looking for, please call us at 1-866-539-5330.
- Will I be charged any other fees or taxes?
NorthWestPharmacy.com will only charge the cost of the products ordered and a flat shipping rate of $9.99 (unless the order qualifies for free shipping).
- Will you accept my insurance?
We are unable to process a claim directly with your insurance company. We will, however, provide you with a proper receipt for insurance purposes. Many insurance companies will reimburse you for your orders made through NorthWestPharmacy.com. Please check with your insurer before ordering.