Returns & Refund Policy
Pocketpills Inc. and its affiliated pharmacies (collectively "Pocketpills," "we," or "us") are committed to transparent and fair practices when it comes to refunds. Because we dispense prescription and non-prescription medications, all refund requests are evaluated on a case-by-case basis in accordance with applicable provincial pharmacy regulations and Health Canada guidelines. This policy applies to all registered Pocketpills patients and customers.
In accordance with safe dispensing practices and applicable provincial pharmacy regulations, prescription medications that have been dispensed and shipped cannot be returned to the pharmacy for resale. All refund requests for prescription medications will be reviewed at the professional discretion of our designated pharmacy manager or their delegate.
If you have concerns about a prescription medication you received — including incorrect items, damaged packaging, or a quality issue — please contact our Customer Support team within 14 days of the last tracking update on your order. Refund or replacement decisions will be made on a case-by-case basis.
Refund requests for non-prescription health products and over-the-counter items are also reviewed on a case-by-case basis. To be eligible for consideration, requests must be submitted within 14 days of the last tracking update on your order.
Products must be unopened and in their original packaging to be eligible. Opened or partially used products will generally not qualify for a refund unless there is a documented quality or safety concern.
Visit and consultation fees are reviewed individually. If your visit did not result in an approved treatment plan due to clinical reasons, please contact our Customer Support team to discuss your options. Fees associated with completed clinical reviews are generally non-refundable.
Refunds will not be issued in the following circumstances, including but not limited to:
Dissatisfaction with treatment results or lack of perceived effectiveness
Incorrect shipping information provided by the patient at the time of the order
Requests submitted more than 14 days after the last tracking update
Temperature-controlled medications that were impacted due to missed delivery or improper handling after delivery
Packages forwarded or redirected outside the originally confirmed shipping address
Packages marked as delivered to the provided shipping address where no contact was made within the 14-day window
Medications dispensed as part of an order that was not cancelled prior to processing
Reach out via the chat in your Pocketpills account, by email, or by phone within 14 days of your last tracking update.
Include your order number, the item(s) in question, and a brief description of the issue. Photos of damaged or incorrect items are helpful.
Your request will be reviewed by our pharmacy manager or their delegate. You will be notified of the outcome within 3-5 business days
If approved, your refund will be credited back to the original payment method. See the table below for method-specific details.
Approved refunds are returned to the original payment method used at the time of purchase. Please allow the standard processing time for your payment provider.
| Payment Method Used | Refund Credited To | Estimated Timeline |
|---|---|---|
| Credit card | Original credit card on file | 5–10 business days |
| Debit card | Original debit card on file | 5–10 business days |
| Insurance (direct billing) | Coordinated with your insurance provider | Varies by insurer |
Note: Pocketpills does not issue refunds in the form of cash. Processing times are estimates and may vary depending on your financial institution.
Once an order has been processed and charged by the pharmacy, cancellation may not be possible. We make reasonable efforts to notify patients in advance of upcoming fills. It is your responsibility to contact Customer Support before your fill is processed if you wish to cancel or delay an order.
Cancellation and refund requests can be directed to our Customer Support team and will be reviewed by a pharmacy manager or their delegate.
We encourage all patients to review the contents of each package upon delivery to confirm the correct items have been included. If you have a quality concern — such as a damaged, expired, or incorrect item — contact our Customer Support team within 14 days of delivery. Replacements may be issued at the professional discretion of our pharmacy manager.
For refund requests or questions about this policy, please reach out to our Customer Support team through one of the following channels:
