Frequently Asked Questions
Who is Okanagan Pharmacy and where are you permanently established?
Okanagan Pharmacy is a community pharmacy permanently established and located in Peachland, British Columbia, which is in Canada. It opened its doors in May 2016, and has been servicing the people of Peachland ever since. Many of its clients travel out of town for months at a time, which required secure shipping of prescriptions to various areas across Canada. This eventually led to the inception of Online.Pharmacy. Okanagan Pharmacy exclusively owns and operates both the physical location and the online pharmacy.
What are your hours of operation, and how do I contact you?
Our hours of operation are as follows:
Monday – Friday: 9 am – 5 pm PST
Saturdays: 10:00 am to 2:00 pm PST
Closed on Sundays and Holidays
Our pharmacists are available during operational hours via phone, fax or email.
Please contact us via phone, fax or email:
Email: [email protected]
Unit 24 5500 Clements Crescent
Peachland, BC V0H1X5
Why use Online Pharmacy?
Not all internet pharmacies are the same. Some do not operate legally, and you may not be receiving safe drugs from them.
Using our online pharmacy, which operates under the exact same legal requirements as a regular drug store, ensures safe medications are delivered to you, and only you. Our pharmacists review each and every prescription for accuracy and safety, and connect with you over phone or video conference to review the medications, dosing, side effects, and provide answers to any questions you may have. This is all done in a secure and confidential manner to protect your privacy. All prescription deliveries are sent with full tracking and registered mail, and require a signature for receipt. The packages are not marked with contents, which ensures safety and confidentiality are maintained. As well, using our online services allows for added convenience, especially for patients receiving chronic medications and blister packaged medications; we simply contact you when your refill is due, prepare the prescriptions, and ship it out so that you receive it in time to maintain continuity of care. Since we use Canada Post as our main shipper, we can deliver to many remote areas across Canada.
Okanagan Pharmacy, which runs Online.Pharmacy, is licensed under the College of Pharmacists of British Columbia, under license number 34133. The pharmacy manager is Orysya Fetterly.
Are you an internet pharmacy? Aren't internet pharmacies illegal?
The term “internet pharmacy” is very broad. By definition, an internet pharmacy is one that operates its practices on the internet; it may do this ethically and legally, or it may do this unethically and illegally.
Approximately 98% of all pharmacies operating over the internet are doing illegal activities. It is very important to be vigilant and ensure that the pharmacy you deal with operates in a legal manner.
Things to look for when dealing with any internet pharmacy:
- Does the pharmacy operate within the legal requirements of its governing body? In British Columbia, Okanagan Pharmacy operates its brick and mortar store and its online store (via Online.Pharmacy) under the bylaws and governance of the College of Pharmacists of British Columbia.
- Is the pharmacy shipping prescription medications without a valid prescription? All prescriptions processed MUST be written by a licensed prescriber who is practicing in the country he/she is licensed in. It is illegal to fill and ship a prescription medication that has not been prescribed by a licensed prescriber.
- Where is the pharmacy shipping drugs from? If using a Canadian internet pharmacy, all drugs should be shipping directly from a licensed pharmacy located in Canada. It is not safe to receive drugs that have not been approved by Health Canada, and so all drugs received into a pharmacy must be from licensed Canadian distributers. At Okanagan Pharmacy, we use two distributors: Mckesson and Unipharm. Occasionally, we may buy a product (such as a vaccine) directly from a Canadian drug company. Any drug that we do buy is ALWAYS licensed for use in Canada.
If you have any questions about our practices, please do not hesitate to contact us.
Can I refill my child, pet, or partner’s prescriptions?
Yes, you can. Simply log in or create an account. You can then enter any dependent child(ren) or pet information under your own account health profile (we will call you for additional information as required). On your account, you can also give consent for a spouse or partner to request prescriptions on your behalf. If you would like to request a prescription or discuss the health of your spouse or partner with us, we simply need to obtain consent from them. They can do this by logging into their account and indicating that they authorize you to fill prescriptions on their behalf.
Where do you ship from and where do you ship to?
All shipping is done out of Okanagan Pharmacy in Peachland, British Columbia (Canada). We are able to ship across Canada.
If you are a Canadian living outside the country, we may be able to ship to you, if you have a valid prescription written by a licensed Canadian prescriber. Please contact us to discuss this further.
What are my shipping options?
We ship via Canada Post, and require a signature upon receipt of all prescription medications.
Whenever you order any prescription medication, you will receive free 2-day expedited shipping. You may add any non-prescription medications into this order at no additional shipping charge.
If ordering only non-prescription items with a total cost less than $75, shipping is $20 for 2-day expedited shipping. Non-prescription items with a total cost above $75 ship free-of-charge with 2-day expedited shipping.
Overnight shipping is $30.
Please contact us if any of these shipping options do not work for you, and we would be happy to help explore other solutions. Also, free pick-up from our physical store in Peachland can be arranged.
Why don’t you ship medications outside of Canada?
We do not ship medications outside of Canada because we follow all rules and regulations as set forth by the British Columbia College of Pharmacists and by Health Canada. All prescriptions we process must be written by Canadian licensed practitioners, and we require the original prescription in order to dispense medications.
How long will it take to get my prescription?
Once we receive your prescription, we will prepare and ship it the same day. You will receive your medications within 2 days. If you require something more urgently, please select overnight shipping, or contact us.
How much will my prescription cost?
We accept all insurance plans, and so in order to quote you your prescription price accurately, we will need your drug coverage information. We will quote you a price for your prescription(s) before charging.
Our dispensing fee is $10.50. We do not charge additional fees for blister packaging.
What is your return/refund policy?
All orders are final sale. If there are issues with any product(s) received, please email us at [email protected]
How do I know that my information will remain confidential and secure?
Any personal, health or financial information collected by Okanagan Pharmacy or through interactions on Online.Pharmacy is kept completely secure and confidential and is only used to assess and process medication orders. The only reason we collect any personal or health information is because it is required by law in order to safely process a prescription or to assess your health. Financial information is not stored unless requested by a customer for ease of payment. We will never share your information outside of our pharmacy with anyone other than your prescribing practitioner, if required for prescription clarification, or without your consent. We never share any of your information with any third parties without your consent. If at any time, you have any questions or concerns about your personal, health, financial, or any other information, please contact the pharmacists at Okanagan Pharmacy. Please note: All prescription file and personal health information storage follows the requirements as set forth by Health Canada, the Government of Canada, the College of Pharmacists of British Columbia, and the College of Physicians and Surgeons of British Columbia.
What is your full privacy statement?
Any personal, health or financial information collected by Okanagan Pharmacy is kept completely secure and confidential and is only used to assess and process medication orders. The only reason we collect any personal or health information is because it is required by law in order to safely process a prescription or to assess your health. Financial information is not stored by Okanagan Pharmacy unless requested by a customer for ease of payment. We will never share your information outside of our pharmacy with anyone other than your prescribing practitioner, if required for prescription clarification, or without your consent. We never share any of your information with any third parties without your consent. If at any time, you have any questions or concerns about your personal, health, financial, or any other information, please contact the pharmacists at [email protected] Please note: All prescription file and personal health information storage follows the requirements as set forth by Health Canada, the Government of Canada, the College of Pharmacists of British Columbia, and the College of Physicians of Surgeons of British Columbia.
- COMMITMENT TO PRIVACY.
Okanagan Pharmacy is committed to protecting the privacy of our customers. We have and will take measures that protect the privacy of personal information and personal health information held by us.
Children: We encourage parents to take an active interest in their children’s use of the Internet. We do not intend to collect information from children who are under 18 years of age. If you are under 18, please do not provide information on our Web site.
- WHAT IS PERSONAL INFORMATION?
In general terms, personal information means any information about an identifiable individual. For example, this includes your name, postal and e-mail address, telephone number, credit card number, demographic information and purchasing history. A special category of personal information is “personal health information”, which we describe in Section 3 below.
Personal information does not include aggregate information (data about a group or category of products, services or customers, from which individual customer identities have been removed). For example, information about how you use a service may be collected and combined with information about how others use the same service, but no personal information will be included in the resulting data. Likewise, information about the products you purchase may be collected and combined with information about the products purchased by others. Aggregate information about product purchases helps us understand trends and customer needs. It can also assist us in determining whether it would be appropriate to offer new Web site functions by looking at customer Web site browsing activities.
- WHAT IS PERSONAL HEALTH INFORMATION?
Personal health information means any information relating to your physical or mental health collected or generated in the course of our providing you with the health services you request, and prescription profiles for fulfillment of pharmacy orders. Examples of personal health information may include your medical history, drug prescription information, or health insurance information, which we may require in order to provide you with pharmacy-related services. It may also include information you provide to Okanagan Pharmacy employees when receiving counselling or advice, or when contacting Okanagan Pharmacy with a comment, question or complaint about our health services.
- WHEN WE COLLECT PERSONAL INFORMATION.
- HOW WE USE PERSONAL INFORMATION.
As part of our business operations, we hold and use certain personal information pertaining to you in order to process your requests, and to understand your needs so that we can serve you better. If you ask us to, we will also tell you about opportunities we think will be of interest to you, such as our promotional programs. Specifically, we may use personal information for the following purposes:
- Notifying you of recalls or safety issues;
- Managing the provision of goods and services to you, including to determine your credit status and for fraud detection and identification purposes;
- Managing invoicing, accounting and information security services related to our transactions with you;
- Monitoring your satisfaction with our programs and services and contacting you regarding the status of such programs and services;
- As described in our “On-line privacy practices” in Section 12 below; and
- If you ask us to, promoting, offering or marketing additional products, goods and services we offer. We may use personal information to create aggregate information as well.
- WHEN WE SHARE PERSONAL INFORMATION.
From time to time we engage unaffiliated third parties and their affiliates, agents and subcontractors (“Service Providers”) to perform certain technological or administrative services. For example, a Service Provider may be asked to perform credit card processing services or be asked to run a computer program that identifies which of our customers purchased a particular product so we can notify those customers of special programs regarding the same or similar products. We also may use a Service Provider to host and administer one or more of our Web sites, process and store data, and fulfill similar technology-related functions on our behalf. In these circumstances, the personal information that the Service Provider receives is limited to only the personal information held by us that they need in order to render their service to us. The companies that are provided with the personal information are first required to sign an agreement that obligates them to keep the information confidential and secure and prohibits them from using it for unauthorized purposes.
We also may engage Service Providers to provide us with cloud computing services. Cloud computing is the provision of network-based services, located on remote computers, that allow individuals and businesses to use software and hardware operated by third parties. Examples of these services include online file storage, webmail and online business applications. Service Providers have policies and processes in place to ensure that the confidentiality of information in their care is properly safeguarded at all times.
You acknowledge that Okanagan Pharmacy Remedy’sRx e-mail systems may be operated using a “cloud”. Cloud computing allows businesses or individuals to use computers and software programs operated by third parties. The computers provided by Okanagan Pharmacy current “cloud” Service Provider may be located in Canada, North America, or overseas. Okanagan Pharmacy’s current “cloud” Provider has policies and processes in place to ensure that the confidentiality of information in their care is safeguarded at all times, and any Provider used in the future will also have this same requirement.
If you do not want your e-mail or any attachment stored in this manner, please do not send us your e-mail and instead telephone us with respect to any pharmacy-related inquiries.
By proceeding with your e-mail, you confirm your consent to this manner of storage, and permit your online inquiry to be processed accordingly. You acknowledge that this Service Provider may be located outside of Canada, your personal information and personal health information may be processed and stored outside of Canada and the governments, courts or law enforcement or regulatory agencies of the hosting country may be able to obtain disclosure of your personal information and personal health information through a lawful order made where the information is located.
We will also disclose personal information in accordance with Section 12 below when the information is collected on-line at the Web site and/or may disclose personal information or personal health information without your knowledge or consent if a law, regulation, search warrant, subpoena or court order legally authorizes us or requires us to do so. We may also disclose personal information or personal health information to protect the rights, property or personal safety of Okanagan Pharmacy, its customers, employees or other members of the public.
Except as set out above, we do not and will never sell, rent, share or disclose the personal information or personal health information we hold or make our membership list available to others for free or for a fee.
- WHEN WE COLLECT, HOW WE USE AND WHEN WE SHARE PERSONAL HEALTH INFORMATION.
- HOW LONG DO WE HOLD PERSONAL INFORMATION AND PERSONAL HEALTH INFORMATION.
Personal information and personal health information is retained only for so long as is necessary for the purposes set out above. When no longer required, we will destroy, erase or de-personalize the personal information. Legal requirements may necessitate our retaining some or all of the personal information and personal health information we hold for a period of time that is longer than we might otherwise hold it. However, Okanagan Pharmacy will restrict access to such information to prevent it from being used except for the fulfilment of these legal requirements.
To ensure that the personal information and personal health information you provided is accurate, complete and up-to-date, we urge you to provide us with updates regarding such information and to inform us of any errors affecting the personal information and personal health information we hold. You may update, review or correct your www.online.pharmacy on-line account information at any time by accessing your password-protected registration page via the “My Account” area of the Web site. To update any other information, please call us during our regular business hours. Please note we are closed on Christmas Day and New Year’s Day. Please note hours of operation are subject to change.
- SECURITY MEASURES.
We will continue to keep in place security measures in an effort to protect personal information and personal health information held by us from unauthorized use, access, disclosure, distribution, loss or alteration. We employ physical, administrative, contractual and technological safeguards to protect personal information, and insist that our Service Providers do the same. Access to personal information and personal health information will be restricted to authorized personnel who require the information in order to perform their duties properly. In addition, access will be limited to only that information that is strictly necessary for the performance of those duties. Please also see our “On-line privacy practices” in Section 12 below.
We periodically update our policies regarding information security measures in an effort to protect the personal information and personal health information held by us in the most effective manner possible.
- ACCESSING PERSONAL INFORMATION AND PERSONAL HEALTH INFORMATION.
Our customers are entitled to access the personal information and personal health information held by us concerning them. In recognition of the importance we attach to each customer’s information, you can only access personal information and personal health information we hold about you, but not personal information and personal health information about your spouse or others. Under limited circumstances, we may give you access to personal information or personal health information that we hold about others, but only if required or permitted by law (for example, a parent or guardian may, in certain instances, be given access to the personal information or personal health information of a child or a person who requires a substitute decision maker). You can access the personal information and personal health information you provided to us by either: (1) visiting us at our pharmacy counter at our physical location, or (2) calling us during our regular business hours. Please note hours of operation are subject to change. We will generally respond to your request for information within thirty (30) days, unless, for reasons beyond our control, a longer response time is necessary, in which case you will be advised accordingly. While our response will generally be provided at no cost, you will be informed in advance of any charges that apply in connection with the information request. Charges may relate to the transcription, reproduction or transmission of personal information or personal health information held by us. As specifically set out under section 6 with respect to Okanagan Pharmacy e-mail Service Provider, personal information and personal health information that you disclose to us by e-mail may be stored by Okanagan Pharmacy or its Affiliates in Canada, North America, or overseas. You acknowledge that if Service Providers are located outside of Canada, your personal information and personal health information may be processed and stored outside of Canada, and the governments, courts or law enforcement or regulatory agencies in the hosting country may be able to obtain disclosure of your personal information and personal health information through a lawful order made where the information is located.
In very limited circumstances, we may not be able to supply personal information and personal health information for reasons of a legal nature, including privileged communications between professional and client or a pending judicial proceeding. In each case, we will provide written reasons outlining why your request for access has not been granted by us.
- ON-LINE PRIVACY PRACTICES.
Use: We use personal information and personal health information collected on-line as described in Sections 5 and 7 above. In addition, we use personal information and personal health information: (a) to respond to your questions and concerns and to understand your needs and preferences; (b) to conduct surveys and other research; (c) to provide you with customized Web site content and advertising; (d) to fulfill your on-line orders and to facilitate product deliveries, pickups and returns; (e) to detect, prevent, or otherwise address fraud, security or technical issues, or (f) protect against harm to the rights, property or safety of Okanagan Pharmacy, its users or the public as required or permitted by law.
Sharing: We share personal information and personal health information collected on-line as described in Sections 6 and 7 above. In addition, we may provide Service Providers with certain information that is necessary to fulfill an order you have placed with us. For example, if you request shipment for a purchase, we may provide your address to the shipping carrier and customs service provider, and if you pay by credit or debit card, your card number and sales transaction information are passed to the card processor and/or issuer (including their service providers such as fraud verification services). We also may use Service Providers to host and administer the Web site, process and store data, and fulfill other technology-related functions on our behalf. However, we only give or permit access to vendors, suppliers and other Service Providers involved in Web site administration and the commerce distribution chain the limited information needed to perform their duties and provide you with the products and services you order. We are not responsible for any additional information you provide directly to these parties.
Protection: Personal information and personal health information we collect on our web site is stored electronically and may be combined with other off-line information. Personal information and personal health information entered on our Web site is encrypted using a security protocol called SSL (Secure Sockets Layer). SSL encrypts information entered on our site before it is sent over the Internet. SSL also allows you to view securely your on-line account and registration information. Account information is accessible on-line only through the use of a password. To protect the confidentiality of personal information and personal health information, you must keep your password confidential and not disclose it to any other person. You are responsible for all uses of our web site by any person using your password. We treat all e-mail correspondence confidentially, however please be advised that, unlike communication within our web site, we have no control over the privacy of your e-mail communications with us while in transit. Also, if other people have access to your e-mail account, they may be able to access your password and obtain personal information about you (such as your credit card information), or change information about your user profile. You should not use an e-mail account operated by your employer because many employers have the legal right to access such e-mail accounts. Consenting to our privacy statement means that you allow health information to be transmitted via e-mail to the e-mail address you have provided at account creation. If you believe your password has been misused, or you would like to change your e-mail address, please advise us immediately by calling us during our regular business hours. Please note hours of operation are subject to change.
- COMPLAINT PROCESS.
Do I need to be available for a video chat every time I fill a prescription?
The short answer is no. We need to confirm identity the first time we fill your prescription. We do this by comparing your government-issued photo identification to you over videoconference OR by you providing a photograph of yourself holding your government-issued photo identification. After we confirm your identity, we can do follow-up medication counseling via telephone OR videoconference, whichever is more convenient for you. It is a requirement that all prescriptions dispensed receive counseling on the safe and appropriate use of the medication being received.