Prescriptions and ordering


Q. Do I need a Prescription to order medication?

A. Yes. You must provide a valid prescription completed by a physician who is licensed to practice medicine and issue prescriptions.


Q. Can I place my prescription order with you by fax, email or mail?

A. Yes. However, like an online order, we still require that you send us your original paper prescription by mail before we can ship or deliver your order. For fax, email and snail mail orders, you can download a complete package of the necessary paperwork here. We can accept faxed prescriptions directly from doctors, as long as the prescription is on the doctor’s letterhead.


Q. Can I order several refills at once?

A. Yes, as long as the quantity you order does not exceed a 90-day supply and is covered by the number of refills provided for in your prescription.


Q. How large a supply of medication may I purchase?

A. You may order only as much as your physician prescribes for you. The maximum allowed by law is a 90-day supply. Your physician may choose to give you up to three additional 90-day supply repeats on your prescription. If your medical condition requires the ongoing use of medication, we recommend requesting three 90-day repeats from your doctor. This covers you for one year and allows you to order refills without needing to see your doctor for a new prescription each time.


Q. Can a prescription from a pharmacy outside Canada be transferred to you?

A. Canadian legislation requires that we receive your original written prescription slip, or a copy faxed directly by your doctor. For this reason, we are unable to transfer prescriptions from non-Canadian pharmacies. To start ordering from ADV-Care, you need to ask your physician for a new paper prescription. However, you can transfer prescriptions from any Canadian pharmacy.


Q. Why do I have to fill out a medication history form and sign a legal waiver?

A. We ask this, as part of our service to you, we complete a drug interaction review (DUR) to ensure that your prescription is safe to take with your other prescription and over-the-counter drugs.


Q. Can I send you a photocopy of my prescription?

A. No. We always need to receive an original prescription. For Mobile app online orders, we ask that you send us a picture of the prescription and send us the original paper copy by mail; we need to receive the paper copy before we can ship/deliver your order. This expedites filling your new orders, for refills, on-line order suffices.


Q. Can I fax my prescription?

A. Yes, but like an online order, we still require that you send us your original paper prescription by mail before we can ship/deliver your order. We can accept faxed prescriptions directly from doctors, as long as the prescription is on the doctor’s letterhead.


Q. I sent you my order by fax, mail or e-mail and I can’t see information about my order status on the website.

A. You can check the detailed status of your order online when you place your order online or by phone. Orders received by mail, e-mail or fax can be checked in detail by calling our customer service.


Q. Can I fill quantity different from my Doctor prescription?

A. Yes, as long as the quantity required does not exceed 3 months’ supply and your Rx allows the requested quantity based on the amount of refills authorized on your Rx.


Q. What happens if I make a mistake when placing my online order and accidentally enter it differently than what my doctor’s prescription says?

A. A customer service agent will contact you to check in about any discrepancies prior to processing your order. Once we resolve the discrepancy, ADV Care will fill your prescription order accordingly.


Q. Why do I need to mail you my original prescription after placing my order and sending a picture of it by mobile app?

A. Sending a picture using our mobile app expedites the processing of your order, but regulations require that the pharmacy receive and retain your original paper prescription before we can ship or deliver your order. For refills, an online order suffices.
However, we are allowed to accept a prescription that is faxed directly from your doctor’s office on the doctor’s letterhead. As such, to save time, you can ask your doctor’s office to fax your prescription to us at 1 (877) 948-0464 or (905) 948-0464.


Shipping and payment


Q. How fast is delivery?

A. Your order will arrive within 2-5 business days, when shipped in Canada. In general, most orders arrive within five business days or less, which is the service standard that we strive to maintain. Still, to mitigate any possible problems, we suggest you order your refills well before you run out of your medication. Our automated refill reminder service, available on the ADV-Care app, is a handy way to make sure you never run out of your medication. You can get further information on delivery times here


Q. How much are shipping charges?

A. Current Xpresspost shipping costs to Canadian destinations is waived for orders above $89, plus shipping insurance when applicable. You can save money by ordering all your prescriptions at one time. You can get further information on delivery times here


Q. Do you charge sales tax on my prescription?

A. No. There is no sales tax charged on products shipped outside Canada. But sales tax is charged for OTC products shipped to Canadian destinations.


Q. How can I pay for my medications?

A. We accept VISA, MasterCard, American Express, Discover Card, bank wire transfers, eChecks and international money orders. You can pay for your orders through our online system or app, or alternately, by fax (which is located in a secure area of our offices for your privacy), or by telephone, toll-free, at 1 (888) 471-4721 for North America during business hours (9:00 a.m. – 5:00 p.m. EST, Monday to Friday). . Also, we charge directly your Canadian health insurance and charge your co-pay to the payment method provided.


Q. Can you bill my insurance company?

A. We accept all Canadian insurance plans, but we are unable to accept insurance plans from other countries, primarily due to systems incompatibility. However, we will provide you with a receipt which can be submitted to your insurer for reimbursement.


Q. Do you offer catalogues or price lists?

A. We do not have a catalogue, but you can search our products database for prices and availability. During business hours (09:00am – 05:00pm EST, Monday to Friday), you can also use our online chat feature or call our customer service department toll-free for further information at 1 (888) 471-4721 for North American Customers and +1 (905) 948-1991 for Outside North America.


Medication sourcing and manufacturing


Q. Can I get access to generic drugs through ADV-Care?

A. Yes. You will always be given the option to choose either a brand name medication or a generic (when available), unless your physician has specified no substitutions on the prescription.
For Canadian patients, pharmacies are allowed to substitute generic medication (when available) for brand-name medication without asking, again unless the physician has specified no substitutions on the prescription.


Medication availability and controlled substances


Q. Can you fill prescriptions for insulin?

A. Yes, as of May 2019, we are able to fill insulin prescriptions thanks to a new type of 24-hour temperature-controlled and monitored packaging that keeps your medication safe. Due to overwhelming demand, we have rushed implementation of this new packaging technology to help meet your needs right now.


Q. Can medications with codeine be shipped outside Canada?

A. No. Some codeine products are available in Canada without a prescription, but codeine is nonetheless considered a narcotic, and it is against Canadian law to export narcotics.


Q. Why can’t you sell Valium or other similar drugs to US residents?

A. It is illegal to ship controlled substances outside Canada. We exercise discretion shipping these medication to Canadian destinations.