At drugs-canada.com we're committed to making sure every order reaches you in good condition. This page explains clearly what our guarantee covers, what it doesn't, how to submit a claim, and how refunds are processed.
What Our Guarantee Covers
✅ Order not received
If your order hasn't arrived within the maximum timeframe and the tracking confirms non-delivery, we arrange a free reshipment. If the second shipment also fails to arrive, we issue a full refund.
✅ Package damaged on arrival
If the package arrives visibly damaged and the contents are affected (broken tablets, opened blisters, product in poor condition), we send a free reshipment. A photo of the damaged packaging or product is required.
✅ Wrong product sent
If you received a different product, the wrong dose or the wrong medication, we send the correct product at no additional cost. Please send a photo of what you received along with your order number.
✅ Package seized or held by customs
For international orders, if your package is seized or held by customs and does not reach you, we arrange a free reshipment once you provide documentation or notification from the customs authority. If the reshipment is also seized, we issue a full refund.
What Is Not Covered
- Delays within the normal range: delivery timelines are estimates. A delay of 1–7 business days beyond the usual timeframe is not grounds for a refund while the package is still in transit and tracking shows activity
- Incorrect delivery address: if the package was undeliverable because the address you provided was incorrect or incomplete, reshipment costs are the customer's responsibility. Always double-check your address before confirming your order
- Uncollected package: if the carrier left a delivery notice and the package was returned to sender because it wasn't collected within the required timeframe, reshipment fees may apply
- Customs duties and import taxes: duties and taxes imposed by your country's customs authority are the customer's responsibility and are not refundable by us
- Clinical dissatisfaction or lack of effect: medications may not produce the expected effect in all users for individual physiological reasons. Absence of therapeutic effect does not constitute grounds for a refund — the products are pharmaceutically correct and bioequivalent to the original brands
- Opened or used products: medications that have been opened cannot be returned or refunded for health and safety reasons
- Change of mind: once an order has been dispatched, we are unable to accept returns based on a change of decision
Claim Deadlines — When to Contact Us
| Destination | Usual timeframe | Contact us after |
|---|---|---|
| Canada | 7–14 business days | 21 business days from dispatch |
| United States | 7–14 business days | 21 business days from dispatch |
| Europe and international | 10–21 business days | 30 business days from dispatch |
The deadline begins from the dispatch date — the date you received your tracking number by email — not from the order or payment date.
How to Submit a Claim — Step by Step
Contact us within the deadline
Go to our contact page and send a message with: your order number, a clear description of the problem, and — where applicable — photographs of the damaged package or product, or any customs documentation received.
Case review (1–3 business days)
Our team investigates the shipment status with the carrier using your tracking number. For damaged or incorrect products, we review the photos provided. For customs cases, we review the documentation.
Resolution — Free reshipment (first option)
Once the issue is confirmed, we dispatch a free reshipment of your complete order within 1–2 business days. You'll receive a new tracking number by email.
Full refund (if reshipment also fails)
If the reshipment also doesn't arrive, we issue a full refund of the amount paid, processed to the original payment method within 5–10 business days.
Refund Timelines by Payment Method
| Payment method | Refund processing time | Refund method |
|---|---|---|
| Credit / debit card (Visa, Mastercard, Amex) | 5–10 business days | Back to original card |
| Bank transfer / wire transfer | 3–5 business days | To the same bank account |
| Cryptocurrency | 5–10 business days | CAD or USD equivalent by bank transfer or store credit — not in cryptocurrency (due to volatility) |
Refunds are always processed to the same payment method used in the original order where possible. We do not issue cash refunds. Additional time may be required for your bank to post the refund to your account after we process it.
Questions About Your Refund?
If you have any questions about this policy or want to start a claim, contact us through the contact page. We respond to all messages within 2 business days.
For more information related to shipping and delivery timelines, see our Delivery Conditions page. For general ordering questions, visit our FAQ.
