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. If your attending physician does not have a Canadian license, a Canadian physician will review your confidential medical file and may contact you or your physician in order to legally authorize us to fill your prescription from Canada.
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. The Patient Customs Statement asks for my doctor’s license number. Where do I find it?
A. Your doctor’s license number is listed on the prescription form.
Q. Why do I need to send you a signed Patient Customs Statement? Also, how do I do that?
A. A Patient Customs Statement needs to be signed and sent to us for all prescription orders that need to be shipped to the US. We need this only for your first order. You may include the printed and signed form when you send us your paper prescription by mail. Alternately, you may scan the form and send it by email to service@ADV-Care.com, or take a picture of the document and send it to us using the ADV-Care mobile app. Also, your doctor office can fax it with 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 my current 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 for two main reasons. First, 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. Second, in order to fill your prescription written by a non-Canadian licensed physician, an independent Canadian doctor must review your file and authorize your prescription. In the event that questions arise and the Canadian doctor needs to speak with you or your doctor, we need your permission to do so.
Q. I ordered a certain quantity of my prescription, but you sent me a different amount. Why?
A. To ensure the safety of our shipments, we cannot send opened medication across the border. All medications must be sealed in their original packaging and sent to the patient in the same condition they came to us from the manufacturer. Therefore, prescriptions are filled with the closest quantity carried by our pharmacy. For example, if the prescription states 90 tablets, but the bottle size is 100, then we will send 100. However, rest assured that while we may sometimes slightly over-fill your prescription, we will never under-fill it.
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. I don’t have a fax, how can I send you the signed “Patient Customs Statement”?
A. You can scan and send the image by email to service@ADV-Care.com or use our mobile app to send a picture of the document.
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 for North American Customers and +1 (905) 948-0464 for Outside North America.
Shipping and payment
Q. How fast is delivery?
A. Your first order will arrive within 10-15 business days, allowing for any border delays. In general, most orders arrive within ten 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 the US are $17.50 USD per shipment, 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 US 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, E-Checks 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. (link to search page) 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. For patients in the US, 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.
Q. Are Canadian medications made to the same quality levels as US medications?
A. Yes! Canada sets exceptionally high pharmaceutical standards. The Canadian government employs an arduous, ongoing approval system for the manufacture of pharmaceuticals, and all approved drugs are assigned a DIN (Drug Identification Number).
All the medications listed on our website are listed with their Drug Identification Number (DIN). DINs are required in the Canadian system; they are similar to the NDC numbers used to identify drugs in the US. You can visit the Health Canada website (the Canadian federal government’s health agency) to verify any medication we sell. Simply search using the medication’s DIN. (Note that the website requires an eight-digit DIN; for shorter DINs, you must add zeros preceding the DIN numbers to reach the eight digits.)
Q. Why do some of the medications I order from you look different than the ones I have previously bought in the US, even when they’re the same drugs?
A. Often, medications sold in Canada are manufactured in the US, which means they’re exactly the same as the medication you buy in the US.
In some cases, medications are manufactured in Canada or in accredited facilities elsewhere. These drugs are often still manufactured identically for distribution in both the US and Canada, but sometimes they’re sold under a different name or look different than their US-manufactured versions. (For instance, in Canada, Prilosec is called Losec and comes in pill form rather than as a capsule. Still, it is the same drug made by the same manufacturer.)
In these cases, we fill your prescription with the version sold in Canada; the difference is only a manufacturer’s branding choice, and the medication itself remains the same. You could compare this to how Canada and the US sometimes have different names or packaging for the same snack products.
Q. Why are generic drugs more readily available in Canada than in the US?
A. Patent protection laws in Canada are different than in the US and allow for easier and earlier manufacture of generic and ultra-generic drugs. Ultra-generic drugs are generic drugs produced by the brand name manufacturer.
Q. Are Canadian generic drugs safe?
A. Yes. Canadian generic drugs fall under comparable approval and regulatory processes to the ones regulating brand-name drugs. Some Canadian manufacturers that you might recognize include Apotex, Sandoz, Teva and and Pharmascience; these, and any others we sell from, are also FDA-approved.
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. I’ve heard it’s possible to buy certain medications in Canada that aren’t sold in the US. Can I purchase these medications from ADV-Care?
A. No, the law prohibits us from selling prescription medications to US-based customers if these medications are not approved in the US, even if they are approved in Canada.
Q. One of the medications I use is sold over-the-counter in Canada. Can you send it to me in the US without a prescription?
A. In general, we do not sell over-the-counter (OTC) medications. Some medications are OTC in Canada, but require a prescription in the US. We do sell many of these medications to our US-based customers; but in these cases, we still require you to provide us with a prescription. Canadian customers may order this limited selection of OTC drugs without a prescription. This also includes insulin; while some forms of insulin can be purchased OTC in Canada. we do not sell insulin to US-based customers without a prescription.
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.