Science & Humans Pharmacy Inc.

At your next consultation, or when you sign up if you're a new member, your clinician will confirm your health information, medical history, and delivery address.

They'll also confirm that you authorize Science & Humans Pharmacy Inc. to fill your prescriptions. Once confirmed, your prescription will be sent directly to our pharmacy.

For now, men's prescriptions will continue to be filled by Pocket Pills. Your existing prescriptions and refills will continue as usual, with no changes to your current process.

We'll notify you in advance before any prescriptions are transferred to Science & Humans Pharmacy Inc.

No. If you live in Quebec or Alberta, your medications will continue to be dispensed through your current partner pharmacy.

No. You're always free to choose the pharmacy that works best for you.

If you'd prefer to have your prescription sent to a local pharmacy, simply contact our support team to make the request.

Please note that a fee of $25 per quarter applies when using a pharmacy of your choice. You can change your preference at any time.

Your personal health information is handled in accordance with Ontario's Personal Health Information Protection Act (PHIPA) and is used only to provide your care and fill your prescriptions.

To protect your privacy, our text messages never include sensitive details such as medication names, co-pay amounts, or delivery addresses. Instead, we'll direct you to a secure page where you can review your information.

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Once your records have been transferred, we'll ask you to take approximately two minutes to review three important details in your dashboard:

1. Delivery address:Confirm your address, including your unit number and postal code.
2. Payment method:Review or update your payment information.
3. Health card details:Confirm your health card number and version code.

Please make sure you have a valid payment method on file before your next prescription. Without one, we won't be able to fill your order.

Once your prescription is approved, here's what you can expect:

1. Order confirmation. We'll send you an email confirming that we've received your order. Our pharmacist will then review your prescription.
2. Co-pay verification. We'll let you know the amount you're responsible for paying. You'll have 12 hours to review your prescription details, confirm your co-pay and delivery address, and update any missing payment information.
3. Payment and dispensing. Once you've verified your details, we'll charge the card on file, and our pharmacist will dispense your medication.
4. Shipping confirmation. When your medication ships, you'll receive a tracking link so you can follow its progress.
5. Delivery updates. We'll notify you when your order is out for delivery and again once it's been delivered.

If your payment doesn't go through, we'll place your order on hold and notify you immediately.

You'll have 18 hours to update your payment information. If the payment isn't updated within that time, your order will be cancelled automatically.

You won't be charged for a cancelled order.

Yes. You can cancel your order free of charge at any point during the 12-hour co-pay verification window.

After that window, your medication may already have been dispensed. In that case, our Refund and Return Policy will apply.

We work with two courier partners, depending on your delivery location:

• Teams Delivery: Serves the Greater Toronto Area and nearby cities, including Hamilton, Kitchener, Milton, Halton Hills, Georgetown, and Orangeville.
• Purolator: Handles deliveries to the rest of Canada.

Delivery times depend on your location and when your prescription reaches our pharmacy.

• Within the GTA, before 1 p.m.: Same-day delivery.
• Within the GTA, after 1 p.m.: Next-day delivery.
• Outside the GTA: Next-day delivery.
• Compounded medications: Next-day delivery, regardless of location.

Yes. A shipping fee of $10 per order applies.

All medications require a signature upon delivery. Others may require an adult signature and valid photo identification.

If either requirement applies to your order, we'll let you know in your "out for delivery" notification.

Medications that require refrigeration are shipped in temperature-controlled packaging designed to maintain the temperature range specified in the product monograph.

Please make arrangements to receive your medication on the scheduled delivery day and place it in the refrigerator as soon as it arrives.

During periods of extreme heat or cold, we may adjust your shipping date to help ensure your medication arrives safely.

Yes. All medications are shipped in discreet packaging, with no medication names displayed on the outside.

You can update your delivery address directly through your Science&Humans dashboard before verifying your co-pay.

If you've already informed your clinician about an address change, please make sure your Science&Humans profile is updated as well.

Once your order has shipped, we won't be able to redirect it to another address.

Science & Humans Pharmacy delivers to addresses in Ontario.

Members in Quebec and Alberta will continue receiving their medications through their existing partner pharmacies.

You can continue reaching out to the same support team you already know.

Email us at support@scienceandhumans.com for questions about your care, prescriptions, medications, or orders.

Our team is here to help make your experience as seamless as possible.

Yes. Our pharmacists are available to answer questions about your medications, including potential side effects, drug interactions, and proper storage.

Please contact us within 14 days of delivery and include your order number and a photo of the issue.

Our team will review your request and help resolve it in accordance with our Refund and Return Policy outlined below.

This policy applies to prescription orders filled and shipped directly by Science & Humans Pharmacy Inc.

It does not apply to:

• Orders filled by Pocket Pills: These are subject to Pocket Pills' return policy.
• Orders filled by partner pharmacies in Quebec and Alberta: These are subject to the respective pharmacy's return policy.

Once prescription medication has left the pharmacy, safe-dispensing requirements prevent us from returning it to inventory or dispensing it to another patient.

In some cases, we may ask you to return the medication so it can be safely destroyed. However, returned medications are never resold or dispensed again.

For this reason, our policy primarily focuses on refunds and replacements rather than traditional returns.

Whether your order can be cancelled depends on its processing stage.

If your payment fails and you don't update your payment information within 18 hours, your order will be cancelled automatically, and you won't be charged.

If there's an issue with your order, please contact us within 14 days of delivery, or within 14 days of the last tracking update if your package hasn't arrived.

We'll provide a replacement at no additional cost or issue a full refund in the following circumstances:

• Incorrect medication or dispensing error: You received the wrong medication, strength, or quantity, or there was an error on the medication label.
• Damaged medication or packaging: Your order arrived with a broken seal, leakage, crushed packaging, or a damaged device or pen.
• Refrigerated medication arrived warm: The cold pack was no longer effective, or a courier delay compromised the medication before delivery.
• Package lost in transit: Your order never reached the delivery address you provided. Courier investigations may take 3–5 business days. If you need your medication sooner, our pharmacist can arrange an interim supply when clinically appropriate.
• Package marked as delivered but not received: We'll initiate an investigation with the courier and assess replacement eligibility on a case-by-case basis.
• Incorrect charges: You were charged twice, or your co-pay was higher than the final amount confirmed by your insurer. We'll refund the applicable difference.

Important: If you believe your medication is incorrect or damaged, please do not take it. Keep the medication and its original packaging until our pharmacy team provides further instructions.

We generally cannot offer a refund or replacement in the following circumstances:

• You've changed your mind about your medication, or the treatment hasn't delivered the results you expected. If you have concerns about your treatment, please speak with your care team.
• The delivery address provided during order verification was incorrect or incomplete.
• Refrigerated medication was compromised after delivery, or following a missed delivery attempt that resulted in the package being left at a pickup location.
• Your request is submitted more than 14 days after delivery or the last tracking update.
• Your medication was dispensed because the order wasn't cancelled before payment.

We understand that individual circumstances can vary. Exceptions may be considered in the interest of your care, so please reach out if you have concerns.

If your package cannot be delivered, it will be returned to the pharmacy.

Our team will contact you to arrange reshipment. If the missed delivery wasn't caused by our pharmacy or courier, a $10 reshipment fee will apply.

Medications that cannot be safely reshipped will be destroyed. Refunds will only be issued if the delivery failure was caused by our pharmacy or the courier.

A package may be reshipped a maximum of two times.

If you need assistance with an order, follow these steps:

1. Contact our support team. Email support@scienceandhumans.com within the 14-day eligibility window.
2. Share your order details. Include your order number, a description of the issue, and, if possible, photos of the medication, label, and packaging.
3. We'll review your request. Our pharmacy manager or their delegate will assess your case and respond within 3–5 business days.
4. We'll arrange the next steps. If your request is approved, we'll ship a replacement or process your refund.

Refunds are processed according to your original payment method.

Please note that refunds cannot be issued in cash or transferred to a different credit card.

Processing times may vary depending on your bank or insurance provider.