Q. What are your hours of operation?   A. We are open five days a week, Monday to Friday, from 9:00am to 5:00pm. Often, we are closed on stat-holidays, but never without notification.

Q. Can you ship orders to countries other than Canada?   A. Yes, we most defiantly can! We can ship an order of any size, anywhere in the world, via Canada Post or Canada Post Express. Occasionally too, we ship via global courier services as well, if requested and required; typically through DHL. We’ll do whatever we can to get it to you quickly, easily, and at the best price.

Q. How long does it usually take to receive an order?   A. If you live within our delivery area in Victoria and wish to have it delivered: You order will be delivered ASAP via QAB Rx Delivery service. - If your order is in stock, it will go out that same business day unless the last delivery (5:00pm) has already been picked up. If it has, it will be delivered the following afternoon. - If your order is not currently stocked, we will treat it as a special order and it will be delivered on the same day it is received; often the next business day. Deliveries will arrive anytime before 9:00pm. We can leave orders in the mailbox or at your door if you request. Orders are only delivered on request and will be available for pick up if not clearly specified. If you have a question, don’t hesitate to call us. A. If you live outside Victoria: Remember, only part of the ordering process relies on our speed, the other half is the speed of shipping. - If all the products you have purchased are currently in stock your order will be sent out the following business day. - If we do not have your complete order in store, we usually can ship it within two business days. It is then the responsibility of Canada Post, your National Border Customs, and any other postal service required should the package be destined across the border.

Q. What about Backorders? What is your policy procedure?   A. We try desperately to notify all customers of unavailable items via our Browse and Buy catalogue item description but, should an item become unavailable before we update our catalogue (updated weekly), we will back order the product for you and sent your order at the soonest possible time. Unless requested, nothing will be shipped until your order is complete. In this uncommon situation, it is often impossible to know exactly when that short item will be available as it is almost always backordered due to a manufacture supply shortage. If you request, we can short-ship the available portion of your order right away, and then send the remaining item in a second order as soon as it becomes available; there would be an extra shipping charge for this. In some situations, we may try to source out a third party source to supply us with your short item in order to ensure you receive your item as soon as possible. Our backorder policy has been constructed in the best interest of all concerned parties.

Q. What do I do if I receive the wrong order, or the wrong product?   A. Although it has never happened, it is conceivable. In such a case, we would evaluate your situation independently and do what we can to rectify this kind of mistake. We check all orders as they come in, and again, prior to shipping. We coordinate all orders and products with UPC and order numbers, which ensures us that the product you ordered is the product we ship you. If this happens to you, please call us immediately.

Q. What happens if I accidentally order the wrong product?   A. In the interest of quality control, we usually do not offer refunds. It is the responsibility of the customer to ensure that the products ordered are the products wanted. All customers are greatly encouraged to closely read over their orders before sending and paying for them, remembering to check for quantities and cases. We provide an item description, item number, and complete UPC numbers so that you may be certain that you are ordering the right product. With some items, a DIN number may also be available. In some cases a picture may also be displayed, but we strongly encourage customers not to rely on any picture as product images can change and may be used generically. For example, all Banana Boat sunscreen products, no matter the size or format, may have the same picture.

Q. What do I do if someone falsely uses my Credit Card?   A. We do the best we can to ensure that your card is not able to be tampered with. If someone makes a false order on your behalf we cannot assume responsibility as it is your responsibility to safe guard your credit information. We do not collect, or even receive, any of your credit information via our website. Our credit card payment form is securely data encrypted, under 24/7 Surveillance, and is provided by The Toronto Dominion Bank of Canada. TD Bank securely receives your Credit Card information directly and discreetly, and then charges you the correct amount according to the items purchased. Any inquiries must be directed to your own credit provider and/or TD bank.

Q. What do I do if you do not carry a product I am looking for, or are no longer carrying it? What if the product is a medication which has been discontinued?   A. If you wish, give us a call and we will try to source out the product you request. Typically however, if the product you are looking for is not found in our extensive catalogue, we may have to custom make for you or we may not be able to offer it. Please see our services section for info on ordering custom made Rx or OTC medications.

Q. Do you care about patient confidentiality?   A. Yes we most certainly do! All of your medical history is guarded. Your medical info and private matters are kept to medical professionals and assistants participating in the process of providing you with requested medical services. Information is kept on a need to know basis, and each employee of our pharmacy is signed into an agreement of confidentiality. We will never disclose your personal and private medical information and we respect your right to privacy and confidential medical care. Intent of Confidentiality agreements All patient-specific demographic and health information that passes through a dispensary is of a confidential nature, including that available on the PharmaNet system. Every person who has access to the dispensary must complete the appropriate confidentiality agreement. In the process of completing the confidentiality agreement, the pharmacy manager explains to each person the reason for its completion and the confidential nature of dealings within the dispensary. Who completes a confidentiality agreement? Every person having access to the dispensary, whether routine or occasional, should complete the appropriate confidentiality agreement. Only individuals whose functions require them to be in the dispensary should be permitted access to it. For more information please read Aaronson's Privacy Policy .