Delivery, Return, and Replacement Policy
Our Commitment to You
At Hims, we are dedicated to providing you with timely, safe, and compliant delivery of your prescription medications across Canada. This policy explains how we handle shipping, delivery, and what to do if you have questions about your medication, especially for treatments like GLP-1 pens. We operate strictly according to Health Canada regulations and all provincial pharmacy guidelines to ensure your health and the integrity of your medication.
1. Shipping & Delivery Information
1.1. Where We Deliver & How
We ship prescription medications to all provinces and territories across Canada, including rural and remote areas. If you live in a rural or remote location, there might be additional shipping charges, which we will clearly tell you about and confirm before you pay for your order.
We offer fast delivery across Canada with timeframes that depend on your location:
- Greater Toronto Area (GTA): Same-day delivery available
- Urban centers across Canada: Next business day delivery
- Remote locations: 2-5 business days
After you place your order, we prepare, package, and perform quality checks on your medication before it is sent out for delivery. Once your package is on its way, we will send you tracking updates via SMS and/or email so you can follow its journey.
1.2. Shipping Holds & Weather Delays
To protect your medication, especially temperature-sensitive items, we may temporarily hold your shipment if extreme weather conditions (like severe heatwaves or blizzards) or major courier delays are expected. If your order is delayed for these reasons, we will notify you promptly via SMS and/or email, along with an estimated new shipping date. Our main goal is to make sure your medication arrives in the best possible condition.
1.3. Signature Requirements & Your Responsibility
By default, all prescription medication shipments require a signature when they are delivered. This helps us ensure your medication reaches you safely.
You may ask us to remove the signature requirement only if it's absolutely necessary and you understand and accept the risks involved. If you choose to waive the signature, you take full responsibility for:
- Any lost or stolen packages once the courier's tracking system shows the package as "delivered" to your address.
- Any damage to your medication caused by long exposure to extreme weather (like very hot or cold temperatures) that goes beyond what the medication is designed to safely withstand.
1.4. Accurate Address & Your Role
It is your responsibility to make sure your shipping address is correct and complete, including any apartment or unit numbers, before you complete your payment. You are also responsible for ordering the correct medication and dose as prescribed by your healthcare provider.
If an order is sent to a wrong or incomplete address because of an error on your part, we cannot offer a free replacement. If we can reship the order, a redelivery fee will apply.
2. Returns & Replacements
2.1. Our General Return Policy
Due to strict Health Canada regulations and provincial pharmacy guidelines, prescription medications cannot be returned once they have left our pharmacy. For your safety and to maintain the integrity of all medications, all sales of prescription medications are final.
If you have general concerns about how a medication is working (e.g., its effectiveness or subjective results) that are not related to a manufacturing defect, you can report these directly to the medication manufacturer. We can provide you with their contact information if you need it.
2.2. Defective Product Policy
2.2.1. How to Report & What to Do First
If you suspect your medication pen or vial is defective or damaged when you receive it, you must contact our customer support team within 14 days of delivery. We will ask you to provide clear pictures or videos and a detailed explanation of the issue so we can assess it. Our pharmacist will then guide you through specific troubleshooting steps for your type of medication.
2.2.2. Replacement Process Through Our Pharmacy
If our pharmacist determines your pen or vial is defective after troubleshooting, we will send you a prepaid shipping label to return the affected product for assessment and proper disposal. Once we receive and verify the defective product, we will ship a replacement order to you free of charge. Our pharmacist will also handle communication with the manufacturer on your behalf regarding the defective product claim. If you wish to receive the replacement before the pharmacy receives the defective medication, it is up to the pharmacist's discretion. You might be asked to pay for the medication, and once the pharmacy receives the defective pen, you will be credited. Our pharmacist will also handle communication with the manufacturer on your behalf regarding the defective product claim.
2.2.3. Replacement Process Through the Manufacturer
You also have the option to contact the medication manufacturer directly for defective product claims. The manufacturer may provide a prepaid label for you to return the product, perform their own troubleshooting, and if they confirm it's defective, they may issue you a credit or replacement directly. If you need an urgent replacement while waiting for the manufacturer's resolution, you may purchase a new pen from the pharmacy.
2.3. Unclaimed & Returned Orders
If a package is sent to a courier pickup location because you were not home or available, you must pick it up within 7 days. If it's not collected within this time, or if the package is refused or undeliverable for other reasons related to your availability, it will be returned to our pharmacy.
We will notify you once your order is returned to our pharmacy. It is your responsibility to contact our customer support promptly to arrange redelivery. They will be held for a maximum of 30 days from the date we notify you of the return. If they are not claimed for redelivery within this period, they will be safely and compliantly discarded according to provincial pharmacy regulations.
2.3.1. Redelivery Fee
Please note that for any returned medication, it is at the discretion of the pharmacist to ensure the medication is still safe to use before it can be redelivered. A redelivery fee of $10 will apply to all packages that need to be reshipped because of your unavailability, an incorrect address, or failure to pick up from an access point.
3. Payment & Order Changes
Once your order is ready for payment, the payment link will remain active for 45 days. You can complete your payment at any time within this window.
If you need to reschedule or make changes to an order, you must contact our customer support before your payment is completed and the order is packed.
Once an order has been packed and/or dispensed, cancellations or changes are at the professional discretion of the pharmacist.
4. Medication Storage & Quality Assurance
4.1. How to Store Your Medication
Please avoid purchasing medications too far in advance unless you plan to use them promptly. Temperature-controlled medications must be kept refrigerated immediately upon receipt until you are ready to use them, strictly following the manufacturer's instructions. If you have any questions about proper medication storage or how to tell if a medication is no longer safe to use, please consult with the pharmacist.
4.2. Our Quality Promise
All medications we dispense are sourced exclusively from licensed Canadian suppliers. We do not dispense compounded medications unless they are specifically prescribed and prepared by a licensed compounding pharmacy in accordance with strict provincial and federal regulations.
We store and ship all medications strictly according to the manufacturer's guidelines and Health Canada standards to maintain their integrity and effectiveness throughout the entire supply chain.
Our packaging is carefully tested to keep your medication within controlled temperature ranges during standard shipping times. However, delays due to courier issues, extreme weather, or if you are not available to receive your package, might cause ice packs to melt and internal temperatures to fluctuate. If you have any concerns about the temperature of your package or the integrity of your product when it arrives, please contact our customer support team immediately.