HELP CENTER
Frequently Asked Questions
Find answers to common questions about ordering prescription medications and insulin, prescriptions, refills, shipping, pricing, returns and your Buy Canadian Insulin account.
Can’t find what you need? Contact our Customer Care team ?
General Info & Accounts
Learn how Buy Canadian Insulin works, prescription requirements, account benefits and how our Canadian pharmacy partners fulfill orders.
Is BuyCanadianInsulin.com a pharmacy?
No. BuyCanadianInsulin.com is not a pharmacy. We are an online prescription referral service that provides customers with access to prescription and non-prescription medications fulfilled through our pharmacy partners.
Do I need a prescription to place an order?
Yes. A valid prescription is required for prescription medications, including insulin.
After placing your order, you can provide the contact information for your local pharmacy or doctor and our pharmacy team can request the prescription on your behalf.
Why do I need an account to place an order?
Creating an account allows you to place future orders more quickly, track your order status and easily manage prescription refills.
How much medication can I order at one time?
Our contracted pharmacies can generally dispense up to a three-month supply of medication at one time.
If refills remain on your prescription, they can be kept on your customer profile until you are ready to refill again.
Can I speak directly to a pharmacist about my medication?
Yes. Customers ordering prescription medication through one of our licensed Canadian pharmacy partners have access to pharmacist counselling.
Call 1-888-525-1815 and ask to speak with a pharmacist.
What if I need a medication that is not listed on the website?
Our contracted pharmacies may not have every medication listed online.
If you cannot find the medication you need, our Product and Pricing team may be able to submit a sourcing request to our vendors. Vendor responses may take approximately 5–7 business days.
Please note: Our pharmacy partners do not ship narcotics, controlled substances, tranquilizers or opiate-containing medications.
Where are your pharmacies located?
We work with trusted and licensed pharmacy partners located in Canada.
Why does my medication look different from the medication I receive locally?
Medication appearance, packaging and naming can vary by country and manufacturer.
Generic medications may also differ in size, shape or color from the brand-name version you are familiar with.
If you have questions about medication you received, call 1-888-525-1815 and ask to speak with a pharmacist.
Ordering & Refills
Find information about placing orders, submitting prescriptions, processing times and prescription refills.
How do I place an order?
You can place your order safely and securely online or by phone.
Visit our How to Order page ? for step-by-step instructions.
Who can I talk to about my order?
Our Customer Care team can assist with questions about an existing or upcoming order.
Email info@buycanadianinsulin.com , call 1-888-525-1815 , or use the live chat available on the website.
How do I submit my prescription?
You can upload your prescription using our prescription uploader, send it by email or fax it to us.
If needed, you may also provide your local pharmacy or doctor’s contact information so our pharmacy team can request the prescription on your behalf.
Is my personal and payment information protected when I order online?
Protecting customer information is a priority.
The website uses industry-standard security measures, including SSL encryption, to help protect information transmitted through the site.
How long does prescription processing take?
It typically takes 1–3 business days to update a prescription in our system.
Once the prescription has been received and verified, the order is generally processed within the following three business days.
How and when should I order refills?
Available prescription refills can be viewed through your customer profile.
Please keep the 30-day shipping rule in mind when placing a refill. You may submit the order earlier, but it may be held until sufficient time has passed since the previous shipment.
Can I cancel an order after it has been submitted?
The first fill of a prescription may be cancelled by contacting us within 24 hours of submitting your prescription.
A refill order cannot be cancelled once it has been submitted.
Pricing & Insurance
Learn about price matching, promotional codes and insurance.
Do you price match?
Yes. We will match or beat qualifying prices from PharmacyChecker.com and Canadian International Pharmacy Association (CIPA)-approved pharmacies.
When requesting a price match, provide the competitor’s current product URL. The medication must be in stock and applicable shipping charges must be included in the comparison.
Competitor promotions and specials are excluded. Price-match offers cannot be combined with coupons or other special offers.
Price quotes are valid for 30 days from the date provided and remain subject to product availability.
Are there restrictions on coupon codes?
BuyCanadianInsulin.com offers promotional codes, including discounts for first-time customers and newsletter subscribers.
The maximum discount applied to an order is $50 and only one coupon code may be used per order.
Will you accept my insurance plan?
U.S. insurance plans generally do not process claims directly from a foreign pharmacy.
You will receive a receipt for prescription medication purchases that you may submit to your insurance provider to request reimbursement.
Coverage and reimbursement are determined by your individual insurer.
Shipping & Returns
Find information about delivery times, signatures, cold-chain packaging, missing shipments, damaged medication and returns.
How long will it take for my order to arrive?
Prescription orders are normally shipped by our contracted pharmacies within approximately one week of finalizing an order.
Standard delivery typically takes approximately 7–10 business days, although delivery times can vary because of customs, holidays or postal delays.
Items that do not require refrigeration may generally arrive within 4–10 business days.
We recommend ordering medication approximately 30–45 days before you expect to need it whenever possible.
Do I need to be home to receive my shipment?
Packages require a signature upon delivery.
If nobody is available to sign for the shipment, it may need to be collected from your local post office.
Customers are responsible for retrieving packages promptly. Unclaimed packages may be returned and additional costs may apply.
What if my order includes multiple prescriptions?
Medications are generally shipped together when possible.
If medications are being fulfilled by different pharmacies or an item is delayed, the order may need to ship separately.
A split shipment will not be arranged without your consent. Although separate card transactions may appear, the total amount charged will not exceed the approved order total.
Which U.S. states are eligible for ordering?
Orders can be placed from locations throughout the United States, including Alaska and Hawaii.
Standard shipping rates generally apply, although additional shipping charges may be required for Alaska and Hawaii.
How are cold-chain medications such as insulin shipped?
Insulin and other refrigerated medications are packed in medical-grade insulated shipping containers with cold packs designed to maintain cool temperatures during transit.
Cold-chain medications are shipped with tracking. Delivery typically takes approximately 3–5 business days depending on the season and destination.
What if my shipment does not arrive?
Contact our Customer Care team if your order does not arrive.
We will work with the contracted pharmacy to arrange a replacement shipment when appropriate.
If you do not want the medication re-shipped, a credit for the applicable purchase amount may be issued to your account.
Do you accept returns?
Prescription medications generally cannot be returned once they have been dispensed, even if the package remains sealed.
If you have a problem with your medication or order, call 1-888-525-1815 or use our live chat so a Customer Care Specialist can assist you.
What should I do if my medication arrives damaged or compromised?
Contact us as soon as possible if your medication arrives damaged or you believe its condition may have been compromised.
Use our contact form or call 1-888-525-1815.
A Customer Care representative will review the issue and provide the appropriate next steps, which may include return instructions or an account credit.
Customer Referral Program
Learn who you can refer, when referral credits are applied and what information is required.
Who can I refer to BuyCanadianInsulin.com?
You may refer a family member, friend, relative or other eligible new customer who is not already a Buy Canadian Insulin customer.
When is the referral credit applied to my account?
Once your referral’s qualifying order has shipped, the $50 referral credit is applied to your account.
The referred customer receives their applicable $50 credit after completing their qualifying first order.
What information do I need to provide for a referral?
Provide the person’s first and last name, phone number and email address when available.
Please only share another person’s contact information when you have permission to do so.
STILL NEED HELP?
We’re Here to Answer Your Questions
Contact our Customer Care team if you need help with an order, prescription, refill, shipment or account.
