FAQs

• If you would like the pharmacy staff to call you when your medication is ready, please indicate on the special instructions field.
• We can text or email you when your prescription is ready. Please contact the staff to let them know you want to opt-in to receive a notification when your prescription is ready.

The Quick Refill feature can only fill the same quantity as the previous fill. You may add a special note in the instructions to fill for your desired quantity or call the pharmacy directly.

Expired prescriptions:

• Depending on provincial pharmacy laws, all prescriptions have an expiry date based on the date the prescription was either written or first filled.
• Depending on provincial pharmacy laws and nature of the medication, this timeframe could be 1 year, 18 months, or 2 years.
• Prescription expiry date is not dependent on refills remaining. A prescription can expire even if you have refills unused.
• The prescription expiry date is usually written on the bottom edge of your prescription label and is listed in the LD app. Ask a pharmacist if you have any questions.

Inactive prescriptions:

• Your prescription can be inactivated due to a dosage or therapy change. For example, if you were taking a blood pressure medication and your physician authorized a change in therapy to a new blood pressure medication, the pharmacist would inactivate your old prescription and replace with the new prescription. This is to ensure that a previous therapy is not filled by mistake.
• If you have a new prescription for a medication that already is in your profile, the newer prescription will be valid and the older prescription will be inactivated. You cannot have two valid prescriptions for the same medication. The refills do not add together. If you do not want to forfeit the refills from a previous prescription, you should hold on to the new prescription until the older refills are all used. Watch that the newer prescription does not expire before you use it and check that the dosage did not change. A pharmacist can advise you.

If your prescription has expired, you have some options:

• your pharmacist may be able to renew your prescription
• you can visit your physician for a new prescription
• you can request the pharmacy to fax a renewal to your physician
• the pharmacist may be able to issue an emergency supply of medication to last you until a new prescription is issued (depending on the medication and pharmacist assessment)

1. Your insurance plan restricting early access to your refills.
2. Your provincial plan limiting how early you can fill your prescription.
3. Your physician may have placed an interval on your medication.
4. If you require an early refill due to lost/misplaced medication, or a dosage change, please call to speak to the pharmacy staff directly.

This is feature will be added in a future release.

Please call the pharmacy for clarification.

• Each prescription has a unique prescription number that is linked to the pharmacy that has dispensed the medication.
• If you would like to pick up your prescription at another location, use the special instructions feature to request that the pharmacy staff of your current pharmacy transfer your prescription to your desired location.
• Please be aware that some prescriptions are non-transferrable as per pharmacy provincial laws.

To use the Quick Refill feature, only the following information is required: the prescription number, the store location, and your phone number. The prescription— or Rx — number is 6-8 digits and is located on the top left-hand side of your prescription label.

Please contact your current London Drugs pharmacy by visiting or calling the pharmacy directly. Once they verify your identity, you will be issued a User ID number and a temporary password.

Yes.

London Drugs is committed to protecting your personal information and adhering to privacy legislation. Prompting for your password at each login ensures that your health information is secure and confidential.

Yes. We do allow biometric login now, but only on the London Drugs App version.

• Your privacy is very important to London Drugs. In order to obtain a User ID, the pharmacy staff must verify your identity. We can verify it over the phone by asking a series of questions that only you will know the answer to.
• Alternatively, you can verify it in person using your valid Government issued Photo ID. If you do not have valid Government issued Photo ID, please contact the pharmacy for alternate government issued NON-photo ID options.

1. Enter your unique User ID Number that was issued to you at the pharmacy. This number can be stored in the app and online so that you are not prompted to enter it at each login (you can save multiple User ID Numbers).
2. Enter your temporary password provided by the pharmacy.
3. You will then be asked to change your password and verify your date of birth.

• Government regulations require each pharmacy location have their own separate database.
• You have the option to link more than one pharmacy location to your User ID Number (if desired). If you link your User ID Number to multiple pharmacy locations, you will be able to see your prescription profile from each pharmacy location.
• If you choose not to link multiple pharmacy locations, you will need a separate User ID Number from each pharmacy location.

If you forget your User ID Number, please contact the pharmacy so we can retrieve your User ID Number. The staff can generate a new password at that time. If there are concerns about your privacy, the pharmacy staff can also generate a new User ID Number.

• To view all your prescriptions filled across two or more London Drugs pharmacies, you need to link each pharmacy location to your profile.
• To link another London Drugs pharmacy to your existing account, please contact the pharmacy staff at that location.
• The staff will be happy to link the new location to your existing prescription profile.
• You can link as many London Drugs locations to one User ID Number as you want.

London Drugs is committed to protecting your personal information and adhering to privacy legislation. If you have stopped interacting with the app or your prescription profile online (i.e. clicking or scrolling) for greater than 5 minutes, it will prompt you to continue before logging you out.

Yes. You must obtain a separate User ID Number and password from the pharmacy where their prescriptions are filled. You can then save their User ID Number on your perscription profile login (along with multiple other family members).

Yes, follow these steps once you've chosen the store location under "Your Pharmacies":

1. Select the "Refill" button on each prescription you want refilled.
2. Once you have selected the appropriate prescription(s), click on "Continue with Refill Request".
3. You will then be able to edit the quantity of each prescription.
4. Select your pickup or delivery method and click on "Submit Refill".

Please see the pharmacy to have the account permanently deactivated. Otherwise, just delete the User ID Number from your saved User IDs or App. If your family member would like their own private access, please have him/her see the pharmacy staff to issue a new User ID Number and password for their own use.

Please have them visit the pharmacy staff to sign a consent form and provide Government issued photo ID. If you are a caregiver and have power of attorney, please have the documentation ready to present to our pharmacy staff.

Your privacy is extremely important to London Drugs. The London Drugs App and website meets or exceeds all provincial and federal health information privacy laws.

At this time, you are unable to modify an order once submitted. Please contact the pharmacy to modify or cancel your order.

The health of our customers is the utmost priority. As our pharmacists receive prescriptions by fax, app, or in-person, we work diligently to balance urgent requests with recurring prescription refills.

For new prescriptions faxed by a doctor or physician’s office, we encourage patients to phone the pharmacy if a prescription is required urgently. This allows our pharmacists with the opportunity to understand the patients individual request and to discuss options to best accommodate the patient’s desired timeline.