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Shipping and Delivery


How will my prescriptions be delivered to me?

We keep your best interests in mind when sending your medications through one of our shipping partners to ensure you benefit from the fastest, most convenient and safe delivery of your medications depending on your location in Canada. Our main shipping partner is Canada Post.

Orders are sent – at no charge – in unmarked, tamper-evident corrugated boxes. There is no indication on the box that it is from a pharmacy or that it contains prescription medication(s). Corrugated boxes provide for maximum protection of your medications. Plus, they are sustainable and recyclable. In some provinces a signature will be required upon receipt of the box.


Is it possible to have prescription medications delivered overnight?

Yes. Overnight delivery may be requested with additional shipping and handling charges, although standard processing times still apply.


Does someone have to sign for my medication when it’s delivered?

By law, a signature is required for packages of medication delivered to Express Scripts Canada Pharmacy members located in ON, NB, NS, PE and NL. In other provinces, the package will be left in your mailbox.

Not all employers allow you to receive personal packages at work, but if yours does, please alert shipping/receiving staff that you are expecting a package, as they will be asked to sign on your behalf.


What if no one will be available to sign for my medication?

Our primary shipping partner, Canada Post, offers FlexDelivery™ – a unique service that allows you to have packages delivered to any post office, free of charge. To learn more or sign up for this service, visit canadapost.ca/flexdelivery.


What is a delivery notice card?

A delivery notice card is used by Canada Post to inform you that your package is available for pickup at a nearby post office. A final notice card will be sent to the addressee if the item has not been picked up after 5 calendar days. The item will be held at the post office for a total of 15 calendar days, after which it will be returned to the sender.


Who can pick up a package of prescription medication at the post office?

If the package cannot be delivered, you will receive a Delivery Notice Card to inform you to pick up your package. Only you, someone who lives at the same address or a designated agent can pick up an item at the post office.

If you are picking up your own item, you must provide a government-issued photo ID. If someone who lives at your address is picking up the item on your behalf, they must present a governmentissued ID that shows they have the same address as the address on the item. If a designated agent is picking up the item on your behalf, they must present one valid piece of governmentissued photo identification and one of the following documents:

  • The delivery notice card signed by you and indicating the name of the delegate authorized to pick up the package.
  • A legal document that demonstrates the authority of the designated agent to act on your behalf, for example, power of attorney, appointment as trustee or a letter of authorization.

What if I do not receive my order in a timely manner?

A tracking number is provided for each package. If the package cannot be located and the order needs to be replaced, we will re-ship the medication to you free of charge.


What happens if my medication is on manufacturer back order?

We will notify you by telephone if a manufacturer is experiencing supply difficulties and cannot provide a date of availability. If your prescription was included with an order for other medications, we will process those not affected by the back order.


Can I have medications delivered to me at work?

Not all employers allow you to receive personal packages at work, but if yours does, please alert shipping/receiving staff that you are expecting a package, as they will be asked to sign on your behalf.


What happens if I’m away from home, perhaps on vacation, and my medication has been left sitting for an extended period of time or my package arrives damaged?

If medication has been left for an extended period of time and you’re worried about it, please contact us immediately. If there is any risk that the medication has been damaged, it will be replaced free of charge.

Also, you’ll be reminded when your refill is due. If you’re going on holiday, you can adjust the delivery date accordingly to ensure it won’t be delivered while you’re away.

Tip: See who to contact for our contact information.


Some of my prescription medications require refrigeration. How will these be delivered?

We have a comprehensive system for managing and delivering refrigerated items, including insulin. All refrigerated products are sent with a 2-day business guarantee in coolers that have been packaged with refrigerated gel packs to ensure the temperature is maintained between 2°C-8°C during shipment. Delivery will be coordinated with you so the cooler is not left sitting out. Refrigerated packages can be sent to any designated address, including rural addresses. There is also the option of having your medication delivered to an alternate daytime address if that is more convenient.


Do you deliver to rural addresses?

We keep your best interests in mind when sending your medications through one of our shipping partners to ensure you benefit from the fastest, most convenient and safe delivery of your medications. We will work with you to choose the carrier best suited to deliver to your location if you live in a remote area.


Can you deliver my medication to me while I am out of the country?

We only ship to addresses within Canada. If you’re going out of the country, call us and we’ll work with you to ensure you have a sufficient supply of your maintenance medications. You can also adjust the delivery date to ensure your medication(s) won’t be delivered while you’re away.

Express Scripts Canada