Frequently Asked Questions

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 ‘Forgot Your Password?’ link when entering your password in the login screen.

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, Visa Debit, MasterCard, American Express, Interac Online and PayPal.

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. Some conditions apply* (see price match guarantee).


Inventory

London Drugs strives to provide our customers with the most accurate and up to date information on stock availability. It is important to note inventory levels are frequently changing due to high traffic volumes online and in our stores. This can sometimes result in an item no longer being available at the time the order is fulfilled. We apologize for any inconvenience.

Should you have any questions in regards to your order or inventory availability, please contact our customer care team at 1-888-991-2299


In store Pick-Up

Q: When will my order be ready for pickup?
A: If you have placed your order between 9 am and 6 pm, Monday to Friday your order will be ready within two hours. Any orders placed after 6pm are not guaranteed to be filled that same day, if we cannot fulfill them that same day your order will be ready by 1pm the following day.

Q: What if I place my order on a Sunday?
A: If your order is placed on a Sunday, between 10am and 4pm it will be ready within 4 hours. If your order is placed after 4pm on Sunday it will be ready by 1pm the following day.

Q: How can I return an item after pickup?
A: We strongly recommend that you contact our Customer Care Center at 1-888-991-2299 before entering the store for all return inquiries.

Q: Where do I go to pick up my order?
A: The Customer Service Desk is the primary pick up location for the vast majority of our stores. Please approach the Customer Service Desk or any member of management if you are unsure where to proceed to pick up your goods. They will be happy to direct you to the correct area.

Q: Can a friend pick up my order?
A: Yes, you can have anyone pickup your order. This option is given to you at the checkout screen, you must provide your friend's name, phone number and email at this time. When it is time for pickup your friend must produce photo ID.

Q: Can I purchase an order for in store pick-up and then decide to get it shipped to me?
A: Yes. However if the order has been placed you must contact our Customer Care Center at 1-888-991-2299 to have the order changed to delivery.

Q: Can I order items for pick-up on Christmas or Boxing Day?
A: No. Due to heavy store demand, online pickup orders will be processed until 2pm on Christmas Eve and then the service will not be available again until December 27th.

Q: How will you contact me?
A: We will contact you via email when your order is ready for pickup. In the event that we need to contact you for any reason other than pick up we will call you directly.

Q: How many days to I have to pick up my order?
A: Your order will be held at your chosen pickup location for 5 days after the order is ready. At this time London Drugs will refund your order back to you.

Q: What happens if I order a product online and the store is out of stock?
A: Although we strive to ensure that this doesn't happen our inventory is updated every 45 minutes and is not real time. If this does happen we will contact you by phone to make other arrangements.

Q: Do I need to provide ID upon pickup?
A: Yes, 1 piece of government issued is required at pickup to ensure that the order goes to the right customer.

Q: Do I need to sign off when I pick up the order?
A: Yes, upon order pickup there will be a sign off sheet that you are required to sign.


Ship to Store

What is the difference between In Store Pickup and Ship to Store?
In Store Pickup is when the store you select to pick up your product has the inventory already in stock at that location. Ship to Store means that the item(s) you ordered are not available at the store you designated to pick up at. The items will be shipped in from our distribution centre. The Ship to Store process usually takes 3-5 days.

How many days do I have to pick up my order?
If you have ordered using the In Store Pickup method your order will be held at your chosen pickup location for 5 days after the order is ready.

If you have ordered using the Ship to Store method, your order will be held at your chosen pickup location for 15 days after the order is ready.

After the stated times, London Drugs reserves the right to cancel the order and reverse the transaction in which case your payment will be fully refunded. If you are unable for any reason to pick up your order within the stated times, please contact Customer Service at 1-888-991-2299.


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.


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: 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


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.


#LDExpert Care Appointments

Q: What is this service?
A: We are pleased to offer free one to one appointments for our customers in select markets (Kelowna, Langley, Victoria, Lethbridge, Edmonton, Saskatoon and Calgary). The services currently offered are computers (not technical work) and mobile phone activations. Please note, we will be expanding our service offerings in the future.

Q: When will appointments be offered at my store?
A: We look forward to expanding this program to more stores later this year.

Q: This service is offered at my local store. How can I book an appointment?
A: Please go to appointments.londondrugs.com to sign up for an appointment.

Q: How can I change or cancel my appointment?
A: If you need to make an update to your appointment or cancel it you can do so at appointments.londondrugs.com, or you can give us a call at 1-888-991-2299

Q: I’ve booked my appointment. Where should I go when I arrive at the store?
A: If the appointment is for a mobile phone head to our Photo Electronics Department. If your appointment is computer related head to our Computer Department.

Q: Is there a cost associated with this service?
A: The appointment itself is free; our #LDExpert staff are here to help you with your needs.


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. View your browsers help sections for more information.

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).