FAQ
Back to Top
General
Q: Where are your stores located?
A: Please click here for a list of stores and their addresses and store hours.
Q: What if I forget my password?
A: You can select the "password reminder" question when entering your password in the login screen. If you forget your password in the future, simply answer the reminder question correctly and we will email your password to you.
Q: Do you ship outside of Canada?
A: No. London Drugs Online Store is shipping to Canadian addresses only at this time.
Q: Are the prices in Canadian funds?
A: Yes. All Prices displayed on the website are in Canadian dollars.
Q: What methods of payment do you accept?
A: London Drugs Online Store accepts Visa, MasterCard and American Express. Note: London Drugs only accepts Canadian issued credit cards at this time.
Q: Is my credit card number secure?
A: London Drugs Online Store has taken every possible precaution to ensure that your credit card information is handled in the most secure manner possible. We encrypt credit card data during all aspects of the transaction to protect our customers.
Q: Can I use more than one credit card to pay for my purchase?
A: No. We are only able to accept one credit card per purchase.
Q: Are all the products sold at a London Drugs store available online?
A: London Drugs Online Store sells the same products that can be found in our stores. However, due to manufacturer's restrictions and a variety of other reasons, not all items sold in stores are available for sale online at this time.
Q: How often are new products added?
A: New products are added to our website on a daily basis.
Q: Do you offer price protection for online purchases?
A: We strive to have competitive pricing on all our products, however if you find a lower price on an identical product after your purchase, return the product and your original receipt to any London Drugs location within 30 days and the difference will be refunded to you. Please note, we will not be price matching through the London Drugs Online Store at this time.
Back to Top
Ordering
Q: How old do I have to be to purchase on your site?
A: For the protection of our shoppers, it is our policy not to sell to minors. If you are under the legal age of majority and wish to purchase from our online store, please have a parent or legal guardian make the purchase for you. (Age of majority: B.C. - age 19; Alberta, Saskatchewan and Manitoba - age 18).
Q: How do I know you have received my order?
A: You will receive an email confirming your order. Your final receipt will be sent with your order. In the event you do not receive any order confirmations, there is likely a problem with the email address information provided. Please contact our toll free customer service line at 1-888-991-2299. Customer Service hours are 8:00am - 10:00pm Monday through Saturday and 9:00am - 8:00pm Sundays and Holidays Pacific Time.
Q: When will my order be final?
A: All online orders are subject to final verification by London Drugs of availability and price, prior to shipment. If there is a problem with your order, you will receive a notification via phone and/or email prior to shipment.
Q: Is my order subject to tax?
A: All orders are subject to applicable taxes GST, PST and HST. The applied tax is based on the ship to address for the order and applicable to the product being purchased.
Q: Do you accept tax exempt status customers?
A: Tax exemption is not available online. To exempt purchases from tax, London Drugs Limited requires that documentation be provided at the time of purchase. Since this is not possible in our online environment, we are unable to allow any tax exemptions based on a customer's tax-exempt status. Customers would have to contact the relevant government agency to obtain information on refunds.
Back to Top
Shipping
Q: How is my order shipped?
A: Canada Post is providing our shipping services. When the order is ready for shipment, a tracking number will be emailed to you and can be tracked through the Canada Post website.
Q: What are the shipping costs?
A: London Drugs Online Store offers competitive shipping rates based on your order. See the rate tables for details.
About shipping.
Q: How do I receive the shipment?
A: Canada Post will deliver your order to the shipping address you provided. In the event the package cannot be delivered and signed for, a Canada Post Delivery Notice Card will be placed in your mail box or mail slot informing you to pick up your parcel(s) at your local Canada Post outlet.
Q: When will I receive my order?
A: In most cases, orders will be ready for shipping within 72 hours and shipped out by the next business day (Monday - Saturday). Shipping delivery times vary based on delivery address. Please see the shipping table for details.
About shipping.
Q: Will you ship to P.O. boxes?
A: Yes. We will ship to most P.O. boxes.
Q: Can I order an item and have it sent to someone else?
A: Yes, as long as the billing address you enter is your own address, the ship to address can be a different address. You must be aware however, that this could cause a delay in the ordering process as the transaction will be subject to review.
Q: Can I pick my order up at a London Drugs store?
A: No. London Drugs does not offer this service at this time.
Q: How do I track my order?
A: Once your order is shipped, an email with the tracking number of your shipment will be emailed to you. The tracking number can be used on the Canada Post website to trace your order.
Canada Post website
Back to Top
Returns
Q: What is your store return policy?
A: Please click here for information on returns
Q: How do I return a product purchased online?
A: Please click here for information on returns
Q: Can I cancel or change an order I've already placed?
A: Orders that have been packed and shipped cannot be cancelled; you will need to take it to one of our stores for a refund. If you contact our Customer Service Centre 1-888-991-2299 (8:00am - 10:00pm Monday through Saturday; 9:00am - 8:00pm Sundays and Holidays Pacific Time) before the order is shipped, which means you haven't received your tracking number, the order may be cancelled but not altered or modified.
Q: Who pays the shipping on returns?
A: Customers requiring a return are asked to call 1-888-991-2299 (8:00am - 10:00pm Monday through Saturday; 9:00am - 8:00pm Sundays and Holidays Pacific Time) and speak with a Customer Service Representative. The responsibility of shipping charges is based on circumstances and must be assessed by the Customer Service Representative. London Drugs reserves the right to charge for return shipping.
Q: When I return a product, do I get a full refund?
A: Please click here for information on returns
Q: How do I know you have received my return?
A: Once we have received and processed your return, you will be contacted and informed of the credit card refund.
Back to Top
Privacy and Security
Q: What information does London Drugs Online Store collect and for what purpose?
A: Please click here to see our Privacy Policy
Q: If I register to the London Drugs Online Store website will I receive a lot of junk email?
A: No. London Drugs Online Store will not share any customer information with any third parties.
Q: Does London Drugs Online Store use cookies?
A: Yes, London Drugs Online Store does use cookies to enhance the online shopping experience for our customers.
Q: What are cookies and are they put on my computer?
A: A cookie is a small text file that assigns a unique identifier to your computer. It is created by our server and stored on your hard drive. The cookie allows the items you put in your shopping cart to be retrieved when you are ready to purchase.
Q: Do cookies disclose where I've been on the web?
A: No. A cookie can only be read by the web server who originally set it. The cookie from London Drugs Online Store will recognize you, and that information will be contained in the cookie, however, details of your web usage is not available to us.
Q: How can I set my browser to accept or refuse cookies?
A: Most browsers can be set individually to your preferences. You can set your browser to inform you when a web site asks to place a cookie and have the option of refusing the cookie. Browser settings can be found in: Netscape Communicator, Edit/Preferences/Advanced, Microsoft Internet Explorer, Tools/Internet Options/Advanced.
Q: How do I contact you about a technical problem with the site?
A: If you experience any technical issues when using our site, you can contact the webmaster at webmaster@londondrugs.com or our Customer Service Centre at 1-888-991-2299 (8:00am - 10:00pm Monday through Saturday; 9:00am - 8:00pm Sundays and Holidays Pacific Time).
Q: What configuration is recommended to view your site?
A: Microsoft's Internet Explorer v5.0 or higher, and Netscape's Navigator v6.0 or higher. Note: It is always best to download the latest browser. These downloads are always free and keep you current with the latest browsing technology.
- 56k or faster internet connection (High speed preferable)
- JavaScript enabled
- cookies enabled
- 800 x 600 minimum monitor resolutions for optimal viewing performance
Back to Top