 1. Prescriptions drugs from Canada
 The Canadian Government has strict requirements for the manufacturing and shipment of prescription drugs. Many of the drugs you can purchase from Federal Drugs have actually been manufactured in the UK, Canada, US or other G8 countries, but have been packaged and labeled for Canadian distribution. Federal Drugs has licensed pharmacists on staff and they are available to speak to you if you have a question relating to your prescription.
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2. Why do some drugs have different names in Canada?
Drug manufacturers use different marketing tools in different countries- different names for the same medication and sometimes even different shapes and colors. What is important for your health is the level of active ingredient in the drug. If you can’t find your drug, search for it using the active ingredient name, or, contact our Customer Service Professionals toll free at 1.877.FED.5544 and we’ll be happy to find the drug for you.
Back to Top 3. What is a "generic" drug?
A generic drug is a drug for which the original manufacturer patent protection has expired. New drugs are granted patent protection for a number of years to the original manufacturer. During this time, drug costs can be quite high since there is no competition from other manufacturers. When the patent expires, other manufacturers are allowed to produce and sell the exact same drug. This increased competition results in lower prices.
Canada’s manufacturing standards for generic drugs are among the most stringent in the world. On the Customer Medical Profile there is a space that allows you to indicate whether or not you would like to substitute a generic version of the brand name drug for additional cost savings.
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4. Can I get all my drugs from Federal Drugs?
Federal Drugs has over 2500 drugs available. However, not all are available to be shipped. For example, we cannot legally ship any narcotic, controlled substances, or any habit-forming drugs. If you have a question about whether Federal Drugs can supply your prescription needs, contact our Customer Service Professionals toll free at 1.877.FED.5544.
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5. Do I require a prescription?
Federal Drugs sells both prescription and non-prescription drugs. We require a valid prescription for all medications that are prescription only before the order can be processed
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6. What is the fastest way to get my medications?
For immediate service, we recommend that you place your orders by fax and make payment by credit card. By doing so, you can expect to receive your order within 5-10 business days.
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7. How do I find the drugs I am looking for?
There are several simple and quick ways to contact Federal Drugs for the drugs you are looking for:
1. Online at our website at www.federaldrugs.com
Type the first several letters of the medication (active ingredient or brand name) into the search box and click the 'Go' button.
OR
Choose the starting letter of the medication from the drop down list and click ‘Go’.
2. Toll Free Call
If you do not have access to the Internet just call us toll free at 1.877.FED.5544 and one of our Customer Service Professionals will be happy to assist you.
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8. I want to know the prices you charge for the medications I need.
Can you provide this information?
Contact one of our Customer Service Professionals at our toll free phone number and they will provide you the current prices over the phone or the search option of our website. All prices are quoted in US funds.
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9. I am a new customer. How can I get started with Federal Drugs?
Ordering your drugs from Federal Drugs is simple:
1. Obtain your prescription from your primary physician
2. Complete our Customer Medical Profile and all other required forms (available at www.federaldrugs.com or by calling toll-free 1.877.FED.5544)
3. Mail or fax the prescription and all completed forms to Federal Drugs.
Once our physicians review your information, your order moves to the pharmacy for processing. Our goal is to get your order processed, shipped and in your hands within 5-10 days.
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10. What quantity can I order?
You can purchase up to a 3 month supply, provided that you have a valid prescription to purchase that quantity for that particular drug and it adhears to Health Canada regulations. For your safety we prefer to ship all products in their original manufacturers sealed packaging. This means the sizes and quantities, for the most part, are limited to what the manufacturer provides to us.
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11. What if I have a prescription for more than 3 months supply?
If your prescription is for more than a 3-month supply, you can purchase the first 3 months supply and then place a refill order when you are close to using up your supply. Since we will have your original prescription on file we can mail your refill immediately. Please make sure you re-order with enough notice to ensure an uninterrupted supply- 3 weeks before you run out is a good rule of thumb.
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12. Can I get refills on my prescription?
To obtain refills, your original prescription must state that refills are permitted. If you are uncertain about whether you have refills available, call us Toll Free at 1.877.FED.5544 and speak with one of our Customer Service Professionals.
You can request refills by phone, fax, or mail. If you have ordered with us in the past for this medication, we will have your prescription on file. If this refill is new to Federal Drugs, then please don’t forget to send us your prescription along with all your completed forms.
Back to Top 13. Does my physician need to know that I’m getting my prescriptions filled by Federal Drugs?
It is entirely up to you whether you tell your physician where you get your prescriptions filled. On occasion, our Federal Drugs pharmacists may need to contact your physician for clarification on your prescription or for further information. Therefore it may be prudent to inform your physician that we may call.
You may also want to inform your physician of the source of your medication just so he or she is aware of your complete medical profile.
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14. Do I have to register online to order medications?
Federal Drugs provides several simple and quick ways for you to order your medications- online at www.federaldrugs.com, toll free telephone, fax, and mail. Internet registration is only required if you wish us to process your order, or request a refill through our Internet ordering system.
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15. How do I pay for my order?
We have several convenient ways for you to pay for your order. Federal Drugs accepts VISA, MasterCard, money orders, or a certified check drawn on a US bank. Once your payment has been received, your order will be shipped to you. If you pay by VISA or MasterCard, your order is mailed immediately. Money orders and certified checks need to clear through our financial institution and banking system, which can sometimes take several days.
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16. Do I have to pay a mailing charge for each prescription?
We charge a flat rate of $15.00 USD for EACH order we mail, not each prescription.
For additional savings to you, we will mail multiple patient orders within the same package for the same mail rate provided that the patients are immediate family members residing in the same household and using a single form of payment such as a single credit card.
If you require alternate shipping arrangements, please contact
1.877.FED.5544.
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17. How are my prescriptions sent to me - is the box marked or otherwise labeled as containing prescription drugs?
Your drugs will be sent to you in a package marked only with our return address and described on the outside labeling as Medical Supplies. Beyond that, there is never any indication made of the actual contents of the package. When your prescriptions arrive, you may be asked to sign for them as well.
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18. I have insurance. Can you accept my insurance as payment?
We are unable to accept insurance payments. However, we do provide you with an official receipt for insurance purposes, which you can submit for refund to your insurance company. Please contact your insurance company for details.
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19. What are the terms and conditions of ordering from Federal Drugs?
You will find the terms and conditions for ordering through Federal Drugs at www.federaldrugs.com or by calling toll-free 1.877.FED.5544
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20. What is your policy on returns?
According to the Pharmaceutical Act and that of the College of Pharmacists, all sales of pharmaceutical products from Federal Drugs are final (College of Pharmacists Standard 5.1(m) Standards of Practice - The Pharmacists, Jan. 1, 1996). If you have any questions about this policy, please contact our Customer Service Professionals at 1.877.FED.5544.
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21. What is your policy on privacy?
We are committed to protecting the privacy of all our customers and their personal information. Keeping customer information secure, and using it only as our customers would want, is a priority for all of us at Federal Drugs. Please review our privacy policy at www.federaldrugs.com or by contacting our Customer Service Professionals toll free at 1.877.FED.5544.
Back to Top 22. I’d like to get my order quickly. What can slow down my order?
Our goal is to get your order processed, shipped and in your hands in 5-10 days. Sometimes, this process can be slowed down if…
1. We have to contact your physician to clarify information relating to your prescription or medical profile
2. Your credit card information is inaccurate or incomplete. Always ensure that you transcribe your credit card information accurately, and ensure that all the fields are completed when filling in our on-line forms. Make sure you have entered your credit card number for VISA or Mastercard, and the credit card expiry date. If you are sending your forms by mail or fax, please ensure you have signed your forms.
3. Your credit card company denies the purchase because it is from a foreign company. Sometimes as a security measure, credit card companies will deny purchases that are made in a foreign country if you haven’t traveled there recently. You can contact your credit card company to let them know that a purchase from Federal Drugs will be going through on your credit card, so that they will know to approve this purchase.
4. Your credit card is declined for insufficient funds. It is important to make sure you have enough available credit for your entire medication payment to be processed.
5. If you choose to pay for your order using a certified check or US money order, we require several more days to allow these payment types to clear our financial institutions and banking system.
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