Frequently Asked Questions

GENERAL INFORMATION AND ACCOUNT SET-UP

What is the pharmacy's address, phone number, and fax number?

What are the hours of operation?

Who can use the Mail-Order/Online Pharmacy?

Any person residing in Alberta,Ontario, New Brunswick or Nova Scotia with a legitimate prescription written by a Canadian licensed Physician can use the Mail-Order/Online Pharmacy.

What are the benefits of using home delivery from Costco Mail Order Pharmacy?

There are many potential benefits to receiving maintenance drugs for you and your family such as:

Convenience: Your medication delivered directly to your home or any address you wish to designate.

Easy Refill: Request prescription renewals and refills online, by phone or by mail.

Peace of Mind: You can privately consult an experienced pharmacist to answer your question and to help you safely manage your prescribed drugs.

How do I get started with the Mail-Order/Online Pharmacy and open up a patient account?

Select the New Patients link from the pharmacy homepage and follow the step-by-step instructions to get registered. Or visit the How to Use the Pharmacy section of this site. You will be instructed on items from registering yourself with Costco.ca to submitting patient and prescription information for home delivery.

How do I register multiple patients/additional family member?

Each patient must have their own account and be registered with a unique e-mail address. To register additional patients select the New Patients link from the pharmacy homepage.

Can I use my and spouse insurance plans at the same time?

Yes. Initial payment is always directed through your plan first then through a spouse plan.

Who do I contact if I have a question about my medication?

You can speak with a pharmacist by calling the Mail-Order/Online pharmacy at 1 855 622-5656. Our pharmacists are available to take your calls Monday to Thursday from 9:00 am to 9:00 pm, Friday from 9:00 am to 5:30 pm and Sunday from 12 noon to 5 pm.

What is the pharmacy return policy?

Due to national and provincial regulations, the mail order/online pharmacy is unable to accept prescription returns unless authorized by a licensed pharmacist. If you feel there is an issue with your prescription order, please contact a Costco pharmacist at 1-855 622-5656 to receive an authorization number for the return.

PRESCRIPTION ORDERING, STATUS, AND SHIPPING INFORMATION

How do I order a new, refill, or prescription transfer?

Visit the pharmacy homepage at www.costcopharmacy.ca and select either, New Prescriptions, Refill Prescriptions, or Transfer Prescriptions from the pharmacy home page.

I have placed a request for a new prescription, what do I do next?

Please mail your handwritten prescription to the Mail-Order/Online Pharmacy. Your physician may also fax in a prescription on your behalf.

I will be out of medication in 2 days, what should I do?

If you need an immediate fill for your prescription, please contact your physician and have them call in a two week supply to a local pharmacy.

When should I reorder my medication?

Please order a refill at least 2 weeks in advance.

Where is my prescription being shipped from?

What is the status of my order?

You may view your order status by selecting the Prescription Status link found on the Pharmacy Homepage.

Can I refill my prescription?

You may refill a prescription if there are refills remaining and if it was previously filled at our online pharmacy. If you need to change the quantity or directions of your refill, please request a new prescription from your physician.

Can I transfer my prescription?

You may transfer a prescription from a Costco warehouse pharmacy and other retail pharmacy to the Costco Mail order pharmacy.

How will prescriptions be delivered to me?

Prescription orders are sent by expedited mail through Canada post. A signature will be required. When someone answers the door, the delivery agent will hand off the parcel, and collect the signatory name and a signature.

What if I am not at home at the time of delivery?

The delivery agent will leave a delivery notice card at your home.

What is a delivery notice card?

A delivery notice card is used to show that the item is available at a nearest post office. The item will be held at the post office for the total of 15 calendar days after which it will be returned to the Costco Mail Order Pharmacy.

How long will it take for my order to be delivered?

Once your written prescription has been received at our facility and you have placed a request online to fill your order, it can be delivered to your house in 3 to 5 business days. Additional charges apply for expedited delivery services.

Why didn't I receive all my prescriptions at once?

In order not to delay your prescription therapy, we may ship your items as they are completed in separate packages. At times, it may take longer to fill certain prescriptions. You will not incur any extra shipping charges for split packages.

Do you ship outside Canada?

We do not ship prescriptions outside Canada.

PRESCRIPTION PAYMENT, PRICING, AND INSURANCE

What forms of payment do you accept?

The Mail-Order/Online Pharmacy accepts Visa and MasterCard, You may change your credit card by updating your information in the Patient Information.

What should I do if my address and credit card information has changed?

You may make shipping and billing information changes within the Patient Information section.

How much will my prescription cost?

If you have insurance, you need to contact your insurance company for co-pay information. Please contact us to obtain the cost of your prescription without insurance.

What insurance plans do you accept?

The following is a list of common insurance plans we accept. If your insurance plan is not listed, please contact your plan administrator and ask if the Costco mail order/online pharmacy can be used with your plan.

Alberta Blue Cross
Assure Health
Canadian Benefit Provider Inc
Canadian Armed Forces
Claim Secure
Esorse
Express Scripts Canada
Green Shield Canada
NIHB
Interim Federal Health Plan
Johnson's Insurance
Manitoba Blue Cross
MDM
Nexgen Rx
Ontario Blue Cross
ODB
Pacific Blue Cross
Public Services Health Care Plan
RCMP
Simple Employee Solutions Benefits
SSQ Financial Group
Veteran's Affairs
Workers Compensation

What do I do if I have new insurance?

Update your Patient Information with your new insurance information

How is personal information used?

Please refer to our Privacy Policy.