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Policies & Procedures

Last updated: September 28, 2023

These policies and procedures apply to Affirming Care Pharmacy and its related companies and affiliates including, but not limited to, Affirming Care (AB) Ltd. and Affirming Care (ON) Ltd. among others (collectively, “Affirming Care Pharmacy”, “we”, or “us”).

Counseling 

Counselling is provided for new prescriptions, refill prescriptions and over-the-counter medications. For new prescriptions, counseling will be initiated by the pharmacist. Counseling will also be initiated by the pharmacist when it is required in its professional opinion. Counseling on medications, including medications on prescription and over the counter medications, is available at any time you have questions. Pharmacists are also available for private and confidential consultation in-person, over the phone and virtually. All of our team members who will provide counseling or information regarding your health are licensed pharmacists.

Delivery Policy

Affirming Care Pharmacy offers, through Canada Post, a convenient delivery service, XpresspostTM. You can choose to receive your delivery at home, at work or at any post office. You will also be able to track your delivery. For most urban and suburban locations, shipments arrive the next business day. In remote locations, service may take longer. Ask a member of our pharmacy team when filling your prescription for an estimated delivery time. The delivery standard is 1-3 business days, however, it is usually next business day service to most urban centers. For additional information on Canada Post services, you may consult: https://www.canadapost-postescanada.ca/cpc/en/support/kb/receiving/e-post.

You may also ask to receive your order at another address and/or by another person that you authorized in advance to receive it on your behalf (your “Agent”). The name of your agent, if applicable and, in all cases, the address where you would like the delivery to be made must be provided to Affirming Care Pharmacy prior to the shipment release. For some prescription medications, both you and your Agent are required to provide a valid government-issued photo ID before shipment release from the pharmacy.

At delivery

​When someone answers the door, if applicable, the delivery agent will collect the signature and the signatory’s name before handing off the package. Signature items will not be delivered to children. If there is no answer at the door, the delivery agent will leave a Delivery Notice Card in the addressee’s mail receptacle that directs the addressee to the designated post office to pick up the item.

At the post office 

​With XpressPostTM service, only the addressee, a person living at the same address, or their authorized representative can pick up an item with a signature at the post office. The government-issued photo ID should contain the address. If it does not, proof of residency is required.

To be able to pick-up your own parcel at the post-office, you must present:

  • An acceptable and valid government-issued photo ID

If someone else living at the same address is picking-up your parcel on your behalf, they must present:

  • An acceptable and valid government-issued photo ID that shows that the person picking up the parcel on your behalf has the same address than your address on the parcel

If another person that does not live at the same address is picking up your parcel on your behalf, they must present:

  • An acceptable and valid government-issued photo ID, and

  • The delivery notice card signed by yourself and indicating the name of the person you have sent to pick-up the parcel on your behalf listed as an authorized individual, or

  • A letter of authorization or a legal document that demonstrates the authority of the person to act on your behalf

You have 15 days to pick-up your parcel after which it will be returned to Affirming Care Pharmacy.

Same-day delivery 

​For greater Calgary and greater Toronto regions, Affirming Care Pharmacy offers, through its local delivery partners, same day delivery. If you are eligible for same day delivery, Affirming Care Pharmacy will confirm your delivery time and courier preference (local courier or Canada Post).

Courier alternatives

​If you would like to use a courier other than Canada Post and our local delivery partners (e.g., Purolator) please speak with one of our staff and we will do our best to accommodate your request.

Refrigerated Products

​Refrigerated products will be shipped in a cooler packaging to maintain the temperature between 2 and 8°C during the entire shipping process. Another courier service than Canada Post might be chosen by Affirming Care Pharmacy if it is necessary to insure the maintenance of the cold chain and the stability of the refrigerated products. The delivery procedure for refrigerated products will differ from non-refrigerated products, please call our team for further information at any of our locations.

Refunds

Affirming Care Pharmacy will issue refunds if:

  • We have made a product or shipping error

  • The customer cancels the order before the order is shipped

Affirming Care Pharmacy can not issue refunds if:

  • The order is for prescription goods

  • The customer cancels an order after it has been shipped

  • Customer error (i.e. the customer ordered the wrong item, wrong shipping address provided, etc.) and error was not corrected prior to shipping

  • The customer refuses the order upon delivery.

Returns

Unfortunately, we do not accept returns or exchanges on prescription medications. Affirming Care Pharmacy cannot accept medical waste for disposal, including expired or unused medications or “medical sharps” containers that may contain sharp or biohazardous material. Do not ship medical waste in the mail, and do not dispose of medical waste in your municipal waste or water systems (e.g., do not throw in the garbage, wash down the sink or flush down the toilet). Affirming Care Pharmacy supports the responsible disposal of medical waste as advised by Health Canada and the Health Products Stewardship Association. Click here to find an appropriate drop off location for medical waste near you, or call us to help find an appropriate solution for you.

If a parcel has been damaged in shipping and is returned to us by the delivery company we will resupply the goods or otherwise make it right.

Pharmacist Registration

All of our pharmacists comply with the Standards of Practice of the pharmacy college in which the pharmacy is located and under which it is licensed/accredited. Depending on the location of the pharmacy, our pharmacists are licensed by the Alberta College of Pharmacy and Ontario College of Pharmacists.

Complaints Procedures

Customer satisfaction is very important to us. For assistance, please contact any of our locations (see contact information on our "About Us" webpage).

Each of our pharmacies and pharmacists is accredited or licensed by the pharmacy college of the province in which it is located. If you wish to report a complaint, you may contact: