Frequently Asked Questions
How can I order from Pharmstore.com?
Please click on the "New Customers" and "Existing Customers" links on the homepage.
What are your call center's hours of operation?
We are open Monday - Saturday from 6am to 8:30pm PST, and Sunday from 6am to 4pm
Do I need a prescription to order from your company?
For all items listed as Prescription Drugs we will require a valid prescription
to process the order. OTC products and some Petmeds do not require a prescription.
Can you transfer my prescription from my local US pharmacy as I may have refills
We should be able to arrange a Pharmacy transfer for you. We do require you to confirm
with your Pharmacy that they will process this request and supply your Pharmacy's
Fax Number. In the event that we are unable to obtain a Pharmacy transfer we can
contact your Doctor and request a prescription on your behalf.
What is the maximum amount of medication can you supply?
We will dispense up to 3 months medication at a time. You can subsequently order
as many refills as your doctor has authorized you to have on the prescription that
you fax to us. Your doctor is allowed to authorize up to one years supply.
Will I be charged for shipping?
No. All our prices are shipping, insurance and are sales tax free.
Do you deliver to PO Boxes?
Yes, our only requirement is that all US addresses be USPS deliverable. We will
need your residential address for the pharmacist.
What is the estimated delivery time to receive my order?
The delivery time is typically 2-4 weeks, once the order is shipped. Orders for
non-prescription items are typically shipped within 3 days and orders for prescription
items are typically shipped within one week of the receipt of the complete order
information. We process your orders as soon as possible, however if your account
information is inaccurate or incomplete this can slow down the order process. Failing
to send us your prescription for any items you have ordered that require a prescription
will delay your order. On rare occasions some shipments may take more than 4 weeks
to arrive due to possible disruptions with international postal services or customs.
We ask that you be patient and should your package not arrive within a 4 week time
period, please call us and we will investigate and provide you with an update and
if necessary we will send out a replacement. As a suggestion we recommend that you
try to place your order as far in advance as possible, such as 40 days prior to
when you actually need the medication.
What is your policy about shipping multiple items in one order?
We will generally ship all items at the same time. If an item in
your order is delayed for any reason, we may split your order and ship
an item at a later date. This may result in more then one charge on
your credit card but the total will not be greater than the cost of
your original order.
What do you accept as payment?
Pharmstore.com accepts Visa and Mastercard credit and debit cards, and personal
checks by mail (these must clear your bank before the medication can be shipped,
thus delaying the arrival of your order). For orders in excess of $500 we may require
wire transfer of funds. We do not accept other credit cards or any other form of
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 purchases from Pharmstore.com. Please check
with your insurer before ordering.
What is the difference between a brand name drug and a generic drug?
A generic drug is a drug which is manufactured by a company that is not the innovator.
Because of this, other manufacturers are allowed to produce and sell the exact medication
at a lower more competitive price. The generic drug is the exact same medication
as the original brand name drug, simply made by another company. Due to strict regulations
on the generic drug industry, these drugs must provide the same therapeutic effect
as the brand name drug.
Do you source drugs internationally?
Prescription Drugs from our International Pharmacy are available at even lower prices
than Canadian ones in some cases. All prescription medications internationally sourced
meet the high standards of the country of origin. Customers will receive notification
by email if their order contains an internationally sourced product.
Why do the pills I received look different than the ones I get from my local pharmacy?
Firstly, if you are used to brand name pills and you have ordered a generic from
us, the pills we send you will look different. Generics do not look the same as
the brand name products even though they have the same active ingredient and work
in exactly the same way. In addition, the same brand name pill may look slightly
different coming from Canada, or from our International Pharmacy and in some case
have a different name. Lastly, when comparing 2 different generics, they will look
different if they are made by 2 different companies.
Why do the pills I received have a different name than the one’s I get at my local
In different countries manufacturers will often use different trade names and under
international licensing agreements a different manufacturer may sometimes be responsible
for the distribution of a brand name drug.
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.
Is it safe to use my credit card on your website?
Yes, absolutely! Our website uses industry standard security measures, including
SSL (Secure Sockets Layer) to ensure a safe and secure shopping experience. We have
taken every precaution to make your transaction secure and all account information
submitted to us is safely and securely isolated from unauthorized access.
Will you match a competitor's price?
Yes Pharmstore.com will match or beat any Pharmacychecker approved Pharmacy. Shipping
methods must be included when making the comparison. Competitor promotions and specials
are excluded. Competitor price quotes must be provided and valid at the time of
placing the order to be eligible. Competitor must have product in stock.
Why can't I buy Diazepam, Soma or similar medications from your pharmacy?
We do not ship tranquilisers or opiate-containing drugs. We reserve the right to
refuse to dispense orders for drugs where we are concerned at the potential for
If I don't see my medication on your price list, does that mean you don't carry
We have identified a large number of drugs where we can offer significant cost savings.
If a drug does not appear on our list it is probably because there is not a significant
saving on what you would pay normally.
Can I return my order if I am not satisfied?
Unfortunately it is illegal for us to accept returns of prescription medications.
What happens if my order does not arrive?
If your order does not arrive we will offer to re-ship or apply a credit for the
full amount to your credit card, whichever you choose. You must of course have provided
the correct delivery address in the first place.
How do your promotional codes work?
We occasionally promote our site using coupons and promotional codes. The details
are entered in a box on the checkout page. Only one code can be used per order.