TELUS Health Virtual Pharmacy

Pharmacy Policies

These Policies apply to TELUS Health Virtual Pharmacy and TELUS Health Pharmacy (collectively “TELUS Health Virtual Pharmacy”)

Prescription Transmission

Prescriptions can be sent to TELUS Health Virtual Pharmacy three ways:

  1. Patients can ask their doctor to fax or e-prescribe a new prescription directly to us.

  2. Patients can request a transfer of existing prescriptions from another pharmacy.

  3. Patients can mail the paper version of the prescription to the pharmacy if their physician is unable to fax it.

Delivery Policy

For most urban and suburban locations, shipments arrive the next business day. In remote locations, service may take longer. Refer to the chart below for service standards.

On-site prescription pick-up can be arranged with our pharmacists.

TELUS Health Virtual Pharmacy offers convenient next business day delivery across Canada to home, work or any post office*


Courier: Courier Canada Post

Service Type: Xpresspost™

Delivery Standard: 1-3 days (next business day service to most urban centres)

Service Standard: Shipments sent between most major urban centers within delivery standard**

Signature Required: Yes


*FlexDelivery™ address must be provided to pharmacy prior to shipment release. FlexDelivery™ options are delivery locations managed by the patient, TELUS Health Virtual Pharmacy employees are unable to access, set or change FlexDeliveryTM service preferences.

**Some restrictions apply. Actual delivery times depend on origin, destination, weather conditions and other factors and are estimates only.

Return Policy & Medication Disposal

TELUS Health Virtual Pharmacy does not accept returns or exchange on prescription medications.

TELUS Health Virtual Pharmacy cannot accept medical waste for disposal, including expired or unused medications or “medical sharps” containers that may contain sharp or biohazardous material. Do not ship medical waste in the mail, and do not dispose of medical waste in your municipal waste or water systems (e.g., do not throw in the garbage, wash down the sink or flush down the toilet). TELUS supports the responsible disposal of medical waste as advised by Health Canada and the Health Products Stewards Association. Click here to find an appropriate drop off location for medical waste near you, or call us to help find an appropriate solution for you.

Patient Counselling

Prescription counselling is available on all prescriptions and at any time you have questions, including over the counter medications and at any time you have questions. For new prescriptions, counselling will be initiated by TELUS Health Virtual Pharmacy. When you will refill your medication, you will be asked if you need a consultation. If you do, the pharmacist will contact you to answer your questions. The pharmacist might also contact you when he considers that a consultation is necessary.

Pharmacist Accreditation

All of our pharmacists comply with the Standards of Practice of the pharmacy college in which the pharmacy is located and under which it is licensed/accredited. Depending on the location of the pharmacy, our pharmacists are licensed by the Ontario College of Pharmacists (Ontario location), College of pharmacists of Manitoba (Manitoba location) and the College of Pharmacists of British Columbia (British Columbia location).

Complaints Procedure

For assistance, please contact our care team at 1-877-796-7979

Each of our pharmacies and pharmacists is accredited or licensed by the pharmacy college of the province in which it is located. If you wish to report a complaint, you may contact:

Physician? Fax your prescriptions here:

West (AB, BC, NT, YT):

1-855-295-7174

Central (MB, NU, SK):

1-833-815-5756

East (NB, NL, NS, ON, PE):

1-877-835-8329

TELUS Health Virtual Pharmacy (West)

Serving AB, BC, NT, YT

1280504 BC Ltd

21320 Gordon Way, #165

Richmond, BC

V6W 1J8

Toll Free: 1-855-370-7979

Toll Free Fax: 1-855-295-7174

Hours: Mon - Fri, 9:00am - 5:00pm PST

Pharmacy Manager: Brian Lee

College of Pharmacists of BC

PharmaCare Code U62

Pharmacy practice issues may be reported to the College of Pharmacists of BC

TELUS Health Pharmacy (Central)

Serving MB, NU, SK

10082859 Manitoba Ltd.

975 St. James St.

Winnipeg, MB

R3H 0X2

Toll Free: 1-866-318-0047

Toll Free Fax: 1-833-815-5756

Hours: Mon - Fri, 9:00am - 5:00pm CST

Pharmacy Manager: Jeannie Lee

College of Pharmacists of Manitoba

License #35367

Services are provided by TELUS Health Pharmacy in Manitoba

TELUS Health Virtual Pharmacy Inc. (East)

Serving NB, NL, NS, ON, PE

20 Furbacher Lane, Unit 2

Aurora, ON

L4G 6W1

Toll Free: 1-888-921-0466

Toll Free Fax: 1-877-835-8329

Hours: Mon - Fri, 9:00am - 5:00pm EST

Pharmacy Manager: Rachel Patel

Ontario College of Pharmacists

Certificate of Accreditation #308628