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Frequently Asked Questions
Find answers to common questions about requests, prescriptions, payments, delivery and support.
Ordering
How do I place an order?
Choose the product you are interested in, add it to your request and complete the checkout form.
During checkout you will select your delivery method and indicate your prescription status where relevant.
Submitting checkout creates a non-binding request. A NovaMeds advisor will then review it and contact you with the next steps.
Is my order confirmed when I complete checkout?
No.
Checkout submits a request for review. Your request is accepted only after it has been reviewed and approved by a NovaMeds advisor.
Why does NovaMeds review my request?
Review helps confirm product availability, prescription requirements, delivery conditions and whether the request can be fulfilled appropriately.
Can my request be declined?
Yes.
A request may be declined where it cannot be fulfilled because of product availability, prescription requirements, regulatory or delivery restrictions, incomplete information or another legitimate compliance or fulfillment reason.
Prescriptions & telemedicine
Do I need a prescription?
Some medicines require a valid prescription.
During checkout you can indicate whether you already have a prescription or need help accessing a telemedicine assessment.
What if I do not have a prescription?
Where appropriate, NovaMeds can help you access an independent authorized telemedicine service.
A qualified healthcare professional will assess whether a prescription is appropriate.
Does paying for the telemedicine assessment guarantee a prescription?
No.
The healthcare professional makes the clinical decision independently. Payment of the assessment fee does not guarantee that a prescription will be issued.
How much does the telemedicine assessment cost?
The telemedicine assessment fee is C$150.
Does NovaMeds make medical decisions?
No.
NovaMeds does not make prescribing or clinical decisions. These decisions are made independently by qualified healthcare professionals.
Payment
Do I pay during checkout?
No.
Checkout is used to submit your request. After your request has been reviewed and approved, your NovaMeds advisor will confirm the final amount and provide the payment methods currently available.
What payment methods are available?
Payment methods may include bank transfer, digital banking, money transfer services, prepaid options or cryptocurrency.
Your advisor will confirm which methods are currently available for your order.
How long does payment verification take?
Please allow up to 4 hours for payment verification after payment has been made.
Shipping & delivery
What delivery methods are available?
You choose your delivery method during checkout:
- UPS Express: C$25, approx. 7–9 business days
- Registered Mail: C$15, approx. 14–20 business days
When will my order be dispatched?
Orders are normally dispatched within 24 hours after payment has been verified.
Will I receive tracking?
Yes.
You will receive a tracking number after your order has been dispatched. Tracking information may take up to approximately 24 hours to become active.
Are delivery times guaranteed?
No.
Delivery times are estimates. Customs procedures, local carriers, public holidays and other circumstances outside the carrier’s or NovaMeds’ control may affect delivery times.
Where can I find more information about delivery?
See our Shipping & Delivery page for current delivery options and estimated times.
Cancellations, returns & refunds
Can I cancel my order?
You may request cancellation while your order is still being prepared and before it has been dispatched.
Contact NovaMeds as soon as possible if you need to cancel.
Can I return a medicine after it has been dispatched?
Medicines and other health-related products cannot normally be returned simply because you have changed your mind once they have been supplied or dispatched.
What if my order arrives damaged or incorrect?
Contact NovaMeds support as soon as possible.
Please keep the packaging and provide your order reference, a description of the issue and photographs where relevant.
How are refunds handled?
Where a refund is approved, it will normally be returned using the original payment method where possible.
If that is not possible, another agreed reimbursement method may be used.
Products & availability
Are all products always available?
No.
Product availability may change. Your NovaMeds advisor will confirm availability when reviewing your request.
Are all medicines shown on the website available without prescription?
No.
Prescription requirements depend on the medicine and on the rules that apply in Canada.
Is the information on product pages medical advice?
No.
Product pages and Knowledge Hub content are provided for general informational purposes and do not replace personalized medical advice from a qualified healthcare professional.
NovaMeds & pharmaceutical supply
Is NovaMeds a pharmacy?
Yes. NovaMeds is an online pharmacy service.
The pharmaceutical sale and supply are carried out by our authorized pharmaceutical distribution partner, PharmaMed International Sh.p.k..
Who supplies the pharmaceutical products?
Pharmaceutical sales and supply are carried out by PharmaMed International Sh.p.k., NovaMeds’ authorized pharmaceutical distribution partner.
What is NovaMeds responsible for?
NovaMeds coordinates the request process, customer communication, order review, payment instructions, delivery coordination and access to telemedicine services where applicable.
Privacy & support
What information does NovaMeds collect?
NovaMeds collects the information needed to process requests, communicate with customers, coordinate fulfillment and operate the website.
For full details, see our Privacy Policy.
Does NovaMeds store my card details?
NovaMeds does not process automatic card payments through checkout and does not collect card details through the checkout form.
How can I contact NovaMeds?
You can contact NovaMeds through the support channels listed on the Contact page.
How quickly will NovaMeds respond?
We aim to acknowledge customer enquiries within 24 hours.
How do I make a complaint?
If something has not gone as expected, contact NovaMeds support or use the information on our Complaints page.