Frequently Asked Questions

How can we help you?
General

How are you different from my usual pharmacy?

Our partner pharmacies can refill any type of medication and provide you with any type of services you would normally receive from a regular pharmacy.

We stand out because of:

  1. Direct communication: direct and fast access to healthcare professionals through our secure platform. Our professional partners will be happy to answer your questions the way you want: by chat, by video teleconsultation or by phone. All in complete security and confidentiality.

  2. Convenience of access: all of your medication, instructions and history, stored in the App. Message us at any time, order, and even manage a loved one's account.
  3. Free shipping all over Quebec: that's right - never wait in line again and we'll save you money, too!
  4. Integrated secure payment: pay directly on our secure platform. Pay only your deductible and your coinsurance, if applicable.

What does the airix app allow me to do?

Sign in to your AIRIX account to view your up-to-date pharmacy medication list (including photos of the pills or products), upload photos of your new prescriptions, order your prescriptions, track the status of your refills, chat or video teleconsulation with health professionals, view your past orders and bills, and more!

which healthcare professionals can I consult through airix?

Sign into your AIRIX account to chat live or have a video consultation directly with a partner healthcare professional. You can now consult pharmacists and nurses and soon consultations with doctors, physiotherapists and other health professionals will be available!

How much do your services cost?

Consultation with our partner health professionals are covered by your insurance and shipping of your medications by our partner pharmacies is always free. If you are covered by a private insurance, our costs will be lower than your traditional pharmacy. We designed our processes from the ground up to be more efficient, and we pass the savings onto the clients of our partner pharmacies. They can't display pricing online, but message us through chat or call us and we'll give you a quote for your usual prescriptions.

Why do I need to verify my ID?

We verify the identity of users to ensure a safe and secure experience and to prevent fraud. This is in line with provincial regulations. Your proof of ID should be a photo of a government-issued ID, such as your health insurance card, your driver’s license, or your passport. Any information you send us is encrypted and used solely for the purpose of account verification. The photo of the ID submitted to us is deleted once the account is verified. Please view our Privacy Policy for more information.

Is my personal data safe and who has access to it?

Your personal data is secure and confidential. Access is limited to authorized partner pharmacies staff members only. For more details, please view our Privacy Policy. We will NEVER sell your personal information.

Are you qualified to handle my prescriptions?

Absolutely! You will be in good care. All our partner healthcare professionals are registered with their respective order and licensed to practice in Quebec.

How do I sign up?

You can sign up online or within our mobile application, available for download in the App Store or via Google Play. You can also give us a call at 1-855-OKAIRIX.

What do I need to sign up and how long does it take?

The sign on process takes barely 2 minutes.. It’s helpful to have your medicare card, your insurance card(s) on hand, as well as a copy of your current list of medication(s). Once submitted, the partner pharmacy will review your file and send you a notification via AIRIX to confirm everything.

My prescriptions are at another pharmacy, do I need a new prescription to become a client?

If you have existing refills for your medication at another pharmacy, our partner pharmacies can transfer your file over at your request. Give us a call at 1-855-OKAIRIX or even better, ask for a transfer with our mobile app: you can opt to either  identify your current pharmacy, or take a picture of your medication label(s). A member of a partner pharmacy team will take care of the rest and send you a notification once your prescriptions are transferred. Please allow a small delay for everything to be processed. Transfers can take a little longer than anticipated depending on how quickly the other pharmacy can process the request.

Orders

I have a prescription. How do I refill it?

There are four ways you can send us your prescription:

1. Download our mobile app and use our interface to take and upload a clear picture of your prescription.
2. Fax us your prescription at 1-844-OKAIRIX.
3. Email us your prescription at info@airix.ca.
4. Return the original prescription with the postage-paid envelope provided when you opened your file or take it directly to one of our partner pharmacies.

Please keep your prescription in a safe place, your partner pharmacy will need the original copy to process your order. A member of your partner pharmacy team will be in touch.

when will I receive my medication after i place an order?

If you live in Purolator main delivery areas, we will deliver your medication on the next business day. For urgent or same-day deliveries, give us a call at 1-855-OKAIRIX and we will try to accommodate your request.

If you live in remote areas within Quebec, we will ship your medication via Canada Post. Please allow a 48-hour delay (with exceptions, subject to availability).

At your choosing, you can also come pick up your medication in-store at one of our partner pharmacies when you select your the pick-up method via the AIRIX checkout screen.

I need my medication right away! How should I proceed?

For urgent orders, you can contact a member of the pharmacy and we will gladly assist you. Please give us a call at 1-855-OKAIRIX.

Can I get my medication for several months at a time?

Chronic medication that is taken on a regular basis can be refilled for up to 90 days. Speak to our partners pharmacists to see if this is a good option for you.

Billing

Do you accept my insurance?

Our partner pharmacies accept all major Canadian insurance carriers (Sun Life, Great West, Manulife, Blue Cross, etc.) as well as the Quebec Health Insurance Plan. If you have any questions, please give us a call at 1-855-OKAIRIX and we can run a compatibility check.

Shipping

Where Do you ship?

Our partner pharmacies currently ship within the province of Quebec.

I live in the United states. Can I use your services?

Dispensing medication in Canada requires a prescription from a doctor licensed to practice in Canada. Moreover, shipping medications across the border is not permitted, so unfortunately we are not able to serve patients residing in the USA.

Is it safe to have my medication shipped?

Yes, it is safe. Shipping is provided by Purolator. Your prescriptions will be in an unmarked, discreet parcel to protect your privacy. We will also apply tamper evident seals to safeguard your package. At the time of shipping, a tracking number will be provided so that you can track your shipment in real time.

If your medication requires refrigeration, specific temperature-safe packaging and expedited shipping will be used.

Please note that we do not recommend having medication deposited inside unlocked mailboxes for security reasons. We also do not recommend having medication shipped to mailboxes located outdoors to prevent humidity or temperature extremes in the summer and winter time which can affect the integrity of your medication. If one of the above situation applies to you, and you cannot be home to receive your package, please consider having your package delivered to your workplace.

Can any medication be shipped?

Most medication can be shipped, including pills, syrups, creams, etc. Some medication may require a signature upon receipt. In the event of special circumstances, you will always be notified and a member of the partner pharmacy team will be in contact with you to make arrangements.

How will you prevent my medication from being stolen or lost?

Parcels are sent in a discreet box in order to mask its contents. A tracking number is provided to ensure prompt and accurate shipment. For your safety, delivery agents do not leave medication parcels in unlocked mailboxes located outdoors.

What happens if my medication gets lost or stolen?

In the unlikely event that your shipment is missing, please contact us as soon as possible so that we can arrange for a replacement.

Will I be charged for shipping?

No, shipping is free all over Quebec!

Refunds

I’m not satisfied with a purchase. Can I get a refund?

Customer satisfaction is important to us. If for any reason you are not happy with your purchase, please contact us within 7 days from the original date of purchase. Returns will ONLY be offered if the product is in its original packaging, unopened, in sellable condition, and with receipt. Returns will be provided in the same tender that the purchase was paid in.

However, for sanitary and safety reasons, some items cannot be returned. Return exclusions include: breast pumps, prescription drugs, products that contain codeine and special orders.

Support

I think there’s a mistake in my order. what do i do?

If you believe that there’s been a mistake in your order, please contact us as soon as possible so that we can understand what happened and correct the issue. Please know that we take all complaints very seriously as we strive to provide our clients with the best possible experience.

How do I give feedback about my experience?

We want to hear from you! If you have any comments about your experience with our product or service, please share with us by emailing us at info@airix.ca. Alternatively, you can reach us directly at 1-855-OKAIRIX.

Have a Comment?

Share your thoughts with us!

Email us: info@airix.ca
Call us: 1-855-OKAIRIX

Contact Support

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Email us: info@airix.ca
Call us: 1-855-OKAIRIX