2. Do I need a prescription to order from your company?

3. How can I send you my prescription?

4. What are your call center's hours of operation?

5. How much am I charged for shipping?

6. Once I have placed my order, how long does it take before your company will actually ship the order?

7. Why does it take 3 business days for you to process my order before it is shipped?

8. What can slow down the processing of my order?

9. What is the estimated delivery time to receive my order?

10. Why does it take 8 to 18 business days for my order to arrive once it is shipped when I get other items I order online so much faster?

11. Why do some parcels spend more than 8 to 18 business days in the mail?

12. Why don’t you just stockpile drugs in the USA to avoid the border wait times or ship via courier to shorten the delivery time?

13. Will you beat a competitor's price?

14. Do you have a Satisfaction Guarantee?

15. What do you accept as payment?

16. Is it safe to use my credit card on your website?

17. Why can't I buy Valium, Oxycontin, Vicodin or similar medications from your pharmacy?

18. What is the difference between a brand name drug and a generic drug?

19. Will you automatically substitute my order with a generic drug if I ordered the brand name drug?

20. Why do the pills I received look different than the ones I get from my local pharmacy?

21. Why do the pills I received have a different name than the one’s I get at my local pharmacy?

22. Can you transfer my prescription from my local US pharmacy as I may have refills there?

23. How long is my prescription valid?

24. If I don't see my medication on your price list, does that mean you don't carry it?

25. Will I be charged any other fees or taxes?

26. Will you accept my insurance?

We offer 3 convenient ways for our customers to order from us – online, by phone or by fax or mail. Please click How To Order for complete ordering instructions.

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For all items listed as “Prescription” or marked with an “Rx” symbol, we will require a valid prescription to process the order. Without a valid prescription for such items, we will not be able to process and ship your order.

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You may send your prescription to us by fax, email, or mail.

Our toll free fax number is: 1-866-539-5331,

Our email address is CustomerService@NorthWestPharmacy.com

Our mailing address is:

NorthWestPharmacy.com
#103 20560 56th Ave
Langley, BC, Canada
V3A 3Y8

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Our call center is open Monday to Friday from 5:00am to 8:00pm PST and Saturday and Sunday from 6:00am to 3:00pm PST.

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Our shipping charge is a single flat rate of $9.99 for your entire order regardless of the number of products you order. Additionally, from time to time, we have specials on certain items where shipping is free!

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After your order is placed and we have received complete order information, it will take 3 business days to process your order and once processed, your order will be shipped.

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Before your order is shipped, we need to verify and review your medical information, prescription/refills, payment, availability of stock and then route the order to the appropriate pharmacy for shipping. The pharmacist at the dispensing pharmacy will then perform a second check of your prescription. After this, your drugs will be picked from a stock room, labeled, checked for a third time by the pharmacist to ensure you are getting the correct drug/dosage and then finally packed for shipping. We do our best to complete all this within 3 business days!

Remember, if we have not received your prescription or there is a problem with your payment, we cannot start the order processing discussed above which will result in a delay in your order being shipped.

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We process your orders as soon as possible. However, if your account information is inaccurate or incomplete, this can slow down the order process. Always ensure that you enter your account information accurately and ensure that all the fields are completed when filling in our online forms. Failing to send us your prescription for any items you have ordered that require a prescription will delay your order. Always remember to promptly send us your prescription when ordering prescription items.

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With our flat rate shipping, once the order is shipped, the delivery time is typically 8 to 18 business days.

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We understand that when you order products from web-based companies in the USA, your packages arrive very quickly which is why we sincerely appreciate your patience and understanding that most of our parcels are shipped to you from outside the United States and therefore take longer to be delivered. Every day millions of parcels coming into the USA have to clear U.S. Customs and this can take some time. Parcels shipped from within the USA don’t have to go through the border control procedures and thus arrive sooner. By shipping your orders from pharmacies located outside the USA, we are able to offer lower pricing than what American pharmacies charge. We trust the savings is worth the wait!

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In rare cases, a shipment can arrive outside the standard delivery time. There are a number of factors outside of our control which can play a role. For example, there can be longer than normal delays at U.S. Customs during busy seasons such as in December and early January due to the large number of packages crossing the border, changes to parcel screening and shipping protocols for security reasons and inclement weather affecting flights carrying international mail.

Don’t worry, we guarantee that you will receive your order!

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Bulk shipments of medicines from outside the USA are denied entry into the country so we are unable to stockpile foreign drugs in the USA and ship them from within the USA. If this were allowed, we surmise that American pharmacies would be selling you lower cost foreign drugs which they would ship from their local American pharmacy locations.

While using couriers such as Fedex and UPS for most products is feasible, they are not when shipping pharmaceutical products into the USA. Our extensive experience shows that courier shipments of even personal amounts of medicines are treated as commercial shipments by U.S. Customs resulting in delivery hold ups at the border in excess of a month and routine denial of entry into the country by Customs officials.

The international mail method we use is the fastest practical way to safely deliver your medications. If there was another faster way, please trust that we would use it because our goal is to ensure you are delighted with your shopping experience.

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Yes! NorthWestPharmacy.com will not be undersold!*

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Yes, absolutely! If you are not completely satisfied with your purchase, simply return the unopened product within 14 days and receive a full refund. If the product package has been opened, you can still return it. Return the opened product to us within 14 days and we'll apply a credit to your account for 50% of the value of the product. Just call us toll-free at 1-866-539-5330 within 14 days of the receipt of your order and let us know why you are not satisfied. If we cannot make it right, we'll provide you with the return shipping instructions and tell you how to claim your refund or credit.
* See our 'Terms Of Sale And Conditions' for complete details.

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NorthWestPharmacy.com accepts Visa, MasterCard, and personal checks by fax or mail which we bill electronically. All orders are billed in US dollars.

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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. We are approved by Security Metrics to be PCI compliant, which means we adhere to the latest Visa/Mastercard standards for credit card safe online shopping.

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In the interest of public protection, we will not sell or ship narcotics or controlled substances.

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The only genuine difference between most brand name drugs and their generics is the brand product costs more. All generics provided by NorthWestPharmacy.com are rigorously government tested and approved for chemical and medicinal equivalence to their brand name counterparts. Our generics have the same quality, purity and stability as brand name drugs. Generics often cost less because the brand name manufacturer's patent may have expired, which permits generic drug makers to make the identical product and compete with the brand manufacturer. When the patent expires, patients finally benefit from a fair and free market for the product. So go ahead and take advantage of this benefit. Generics are the smart choice for saving money.

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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.

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If you have previously been purchasing brand name pills from your local pharmacy, but have purchased the generic equivalent from us, the pills you receive from us will look different. The generic equivalent pills will have the same active medicinal ingredient and work in exactly the same way as their referenced US brand name, but the color, size and shape of the pills may be different. This is generally due to certain laws that restrict generic manufacturers from producing a pill that looks “exactly” like the referenced brand name counterpart. Additionally, the same brand name pills may also look slightly different in different countries than they do in the US. Two good examples are Nexium and Celexa. In the US, Nexium is available as a purple capsule, yet in Canada, Nexium is available as a light pink tablet. Similarly, in the US, Celexa 20mg is available as a peach colored tablet and internationally, the pill is white and slightly smaller than the US pill. In both examples, the US pill and the international pill contain the same active ingredients and are made by the same drug company. However, perhaps to segregate their markets or for other reasons, the drug company decided to make the Canadian or international pill a different color or different dosage form (i.e. tablet vs capsule). Finally, the same generic drug made by different generic companies may look different as well.

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In some cases, drug companies may brand the same drugs under different names in different countries. As such, the product(s) you receive may have a different name than the referenced US name, however, they will contain the exact same medicinal ingredients in the same dosages. A good example of this is the drug Zyrtec. In Canada, Zyrtec is marketed under the brand name of Reactine, even though the same drug company makes both Zyrtec and Reactine and other than the name, there are no differences whatsoever between the two products. Drug companies likely do this to segregate their markets or to discourage consumers from buying from different countries.

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Because we are located outside the United States, we are unable to transfer prescriptions from US pharmacies. However, you can ask your doctor’s office to directly fax us a new prescription or call in a prescription to us to save yourself a visit to the doctor. Most doctors are happy to do so. If you prefer, we can contact your doctor and take care of this for you.

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Prescriptions are valid and usable within one year from the date the prescription was written. In the interest of patient safety, if a prescription is received by NorthWestPharmacy.com more than 4 months after it was written, we will need to contact the prescribing physician to verify that there have not been any changes to the medication, strength or dosing.

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We carry a much broader selection of prescription medications than those listed. If you don't see the drug you are looking for, please call us at 1-866-539-5330.

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NorthWestPharmacy.com will only charge the cost of the products ordered and a flat shipping rate of $9.99 (unless the order qualifies for free shipping), however please be aware that an international transaction fee may be charged when using a credit or debit card. This fee is charged by some banks and credit card companies, even though the transaction is in US dollars. To confirm whether you will be charged such a fee please contact the credit card company or bank that issued the card you plan to use before placing your order. If your credit card company charges such a fee, you can pay by check to avoid incurring the fee.

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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 NorthWestPharmacy.com. Please check with your insurer before ordering.

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