FAQ

Questions?
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Here are answers to the most common questions.  

If you have more questions, below you will find lots of ways to get in touch with our pharmacy care team.
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1

Is Pillway a registered pharmacy in Canada?

Yes! Pillway is a fully registered Canadian pharmacy governed by the Ontario College of Pharmacists and BC College of Pharmacists.

2

How do I fill my prescription with Pillway?

You can transfer your prescription by calling us directly at 1-833-PILLWAY (745-5929) or by sending a picture via the mobile app. Once we receive your request we’ll handle the rest.

Our pharmacist will contact your current pharmacy directly to transfer your prescriptions over to Pillway. We will also handle your insurance directly and process your prescription with this information.

Moving forward you can have your doctor fax directly to Pillway.

3

Can Pillway ship vitamins, over-the-counter meds, and other pharmacy items?

Yes! You can order vitamins, supplements, over-the-counter meds and other pharmacy items like insulin, inhalers, creams etc. with your prescription.

We can even pack your vitamins in your daily dosage packets to make it easier for you to take them with your other medications.

4

How can I ensure my insulin and temperature sensitive medications are kept cold?

Depending on the temperature requirements, Pillway will ship using our cryopacks to ensure optimal temperatures are maintained during the transit time.

5

Does Pillway ship specialty medications?

Yes, we can accommodate all medication needs including specialty medications. We can also help patients register for support programs to provide financial assistance.

6

Is it safe to ship medication?

Yes, it is safe to ship medication. Once your medications have shipped, you will be notified with the tracking details. Our couriers ensure the medication is given to the right person.

7

How long does it take to receive my medication?

Pillway delivers next business day as long as prescriptions are received by 4 pm. We also offer same day delivery for Great Toronto Area and Lower Mainland in British Columbia.

8

What if my medication changes between shipments?

If your medication changes, please have your prescription faxed to the pharmacy. Our care team will reach out to ensure you are covered until the next shipment.

We can send out a bridging supply or provide a new personalized packet with return label for old.

9

Does Pillway accept private insurance plans?

Yes, Pillway currently offers direct billing with all major private insurance providers across Canada and will arrange for direct billing on your behalf if it is available.

If you have private insurance coverage, please call us to determine your eligibility.

11

How do I pay for my medications?

All payment is done securely through the Pillway App or through our Consumer Portal. We use Square as our payment processor that uses bank grade security.

10

Do I have to take multiple medications to use Pillway?

No, Pillway is a full-service pharmacy that can fulfill all medication needs.

11

Can I upload my prescription?

All uploaded prescriptions need to be verified. To speed up the process, Pillway recommends having your prescriber send us your prescription either through e-Prescribing or fax.

The upload function is ideal for requesting refills or transfers

12

Can Pillway renew my prescription?

No, we do not extend prescriptions. However, we are proactive in securing refills through your prescriber before you run out.

Alternatively, we can connect you with a physician from one of our Virtual Care partners. This can be done online at pillway.com or via the mobile app.

13

Are Pillway Packets recyclable and/or biodegradable?  

Pillway packets are comprised of cellulose fibre (plant-based material) and a matrix of Low-Density Polyethylene (LDPE).  Both the cellulose fibre and LDPE are recyclable, only the cellulose fibre is biodegradable. 

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There are lots of ways to get in touch with our pharmacy care team.

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Or reach us by dialling:
 1-833-PILLWAY (745-5929)