Frequently Asked Questions

Simply ask your doctor if they can fax your prescriptions to us! It’s that simple. Our fax number is 1-866-418-9343. When we receive a prescription one of our team members will reach out to you before we begin processing your prescription.

Yes! We would require you to let us know who that person is (“Patient Agent”) and consent that they can discuss your personal health information on your behalf or receive medication on your behalf. It is a requirement for us to receive consent from you first before any conversation is had regarding your health. Your privacy is important to us and this step ensures that we keep it safe.

The majority of our medications are customized to you when we make them. Because of this it can take some time to make them. Our process involves many steps to ensure the quality and consistency of the compounded medication you are receiving. It is our priority not to compromise on that!

The general process is as follows:

1. We will receive a prescription from your doctor.
2. We will review the prescription and ensure it is appropriate for you. If you are new to us as a patient we will reach out to confirm your past medical history so we can ensure any medication we dispense is safe for you.
3. Once the prescription details are confirmed with you and your doctor, we will begin processing your order
4. Your medication will then enter our lab to be made
5. Once complete, it will go through a series of quality checks to confirm accuracy and consistency.
6. Your medication will then be packaged for pick-up or to be shipped. If for pick-up one of our team members will contact you when it is ready. If shipped, you will receive a shipping notification in your email.

In General, yes. Most insurance companies have coverage for compounded medications but this will also depend on the insurance plan that you have. Please contact your insurance to confirm coverage. It is important to note that insurances companies are well versed in navigating or speaking about coverage for commercial drugs (Drugs that have a Drug Identification Number or “DIN” from Health Canada) many struggle to process compounded medication claims. Compounded medications, because they are custom made for you, do not have a DIN. If your insurance is asking for this make sure they are aware that this is a compounded medication and does not have a DIN.

Drug Identification Numbers are assigned by Health Canada to commercially approved drug products. This is a number that uniquely identifies commercial drugs approved in Canada.

Compounded medications are made to order for you as prescribed by your doctor. These medications are carefully crafted and compounded under regulations covering Regulated Health Professionals that describe controlled acts. One such controlled act is the act of “Compounding” which exists to allow personalized custom medications to be compounded for various needed reasons:

• No commercial product with a DIN exists
• The patient is sensitive or has an allergy to an ingredient
• The dosage form is not suitable for a patient (i.e. difficulty swelling a tablet)
• The flavour is not suitable
• The strength of the commercially available product is not suitable for the patient (i.e. paediatric, small animal, those that are sick or elderly, etc.)

It is a regulatory requirement that all deliveries for prescription medication must have a “signature required” for receipt. This is to afford an audit trail on the medication to ensure medications are received by the patient. There are no exceptions to this Regulation. Our staff will make every effort to deliver to a location in which you can receive packages.

Some alternatives if you are not home, is to have packages delivered and held at shipping depots (Canada Post, FedEx, UPS, Purolator) near you so that you can pick up packages if you are unable to receive these at home. Our stall will coordinate with you on the best way to deliver the medications.