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Frequently asked questions
About Hims
What is Hims?
How does it work?
Who can use Hims?
What provinces are you available in?
Is this safe?
Is this legal?
How It Works
Do I need to have a prescription to use Hims?
Can I just get the medication and skip the online visit?
Do I need to complete my online visit at a scheduled time?
How quickly will a healthcare practitioner review my online visit?
How is my medication filled, shipped, and refilled?
Can I pick up my medication from my own pharmacy?
How do I apply for multiple treatments?
I already have a prescription, can I transfer it to Hims?
Do I need to complete the Online Visit if I am transferring my current prescription?
How do I renew my prescription?
How much does a follow-up visit cost?
My prescription expired, can I still renew it?
How do I change my medication after it has been prescribed?
Am I guaranteed a prescription / treatment plan?
Pricing
How much is the online visit?
How much is the medication?
Why can’t I see medication prices on the website?
What is the pharmacy fill fee?
Insurance and Benefits Coverage
Is the medication covered by my insurance or provincial health plans?
I didn’t have insurance when I first got my prescription, but now I have it. What do I do?
I uploaded my insurance information during my online visit but still see a cost for the medication in my profile.
My insurance provider needs a physician to fill out a form before they will cover my medication costs. Can this be done through Hims?
I forgot to upload my insurance information before my first fill was charged. What can I do now?
Payments & Refunds
When am I charged?
How do I change my credit card information?
Why do I see a transaction on my credit card for my denied online visit?
What charges on my bank statement can I expect?
What payment methods are accepted?
What is Hims's returns policy?
Is Hims a subscription service?
Treatment Plans & Orders
Where can I learn more about side effect risks?
What should I do if I am experiencing a side effect?
Can I refill early if I run out?
What if I want to delay my next order?
What if I need to pause or cancel my treatment plan?
Can I increase my dosage?
What can I do if the results aren't what I expected?
Shipping
When is my medication shipped?
How long does it take?
What does Hims charge for shipping?
What courier do you use for shipping?
Can I track my order?
Do I have to be home to receive my package?
What happens if there is nobody home for the delivery?
How many days do I have to notify you of an undelivered or lost package, or damaged medication?
What do I do if my package was returned to Hims?
How can I change my shipping address?
What can I expect the packaging to look like?
I am moving from one province to another, what should I do?
Telehealth
What does your medical team do?
Who are the health practitioners that will be reviewing my online visit?
Does Hims replace my doctor?
Do I need to talk to a healthcare practitioner?
I’ve been using the prescribed medication but have some questions regarding side effects. What should I do?
It's an emergency. What do I do?
What health issues can Hims help with?
Is telehealth legal in Canada?
Privacy
Is my information private and secure?
Is your packaging discreet?
Can I have my medical records with Hims shared with my primary care provider?
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