Frequently Asked Questions

General

Q: I have asked for a price adjustment/refund, but I haven't seen anything processed yet. When should I expect to see it?
A: At certain times of the year, you may experience a small delay before we respond to your price adjustment/refund request. We will respond to you once the request is completed.

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 ships to most Canadian addresses but does not ship internationally 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: Do you offer a Payment Plan?
A: Yes we offer Installments by Visa. The program is supported by certain financial institutions. Please contact your bank for more details. If you’d like to learn more about the Installments by Visa program, click here.

Q: Why doesn’t Interac Online work as a payment method for me?
A: Some banks have decided to move away from this feature, please check with your bank to be sure they still support the use of Interac Online.

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 daily.

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 applyhttps://www.londondrugs.com/our-guarantee/OurGuarantee.html . Price Protection can also be done online for orders placed on Londondrugs.com within 30 days by submitting an electronic form on our Contact Us page or contacting Customer Care at 1-888-991-2299


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 about your order or inventory availability, please contact Customer Care by submitting an electronic form on our Contact Us page or at 1-888-991-2299.


In store Pickup

Q: When will my order be ready for pickup?
A: If you have placed your order between 9 am and 8 pm, Monday to Friday your order will be ready in 30 minutes at most locations. Any orders placed after 8pm are not guaranteed to be filled that same day, if we cannot fulfill them that same day your order will be ready by 10am the following day. Customers are strongly advised to wait for a second email confirming that their order is ready to be picked up before proceeding to their pickup location.

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 in 30 minutes at most locations. If your order is placed after 4pm on Sunday it will be ready by 10am the following day.

Q: How can I return an item after pickup?
A: We strongly recommend that you contact our Customer Care Center by submitting an electronic form on our Contact Us page or 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 most 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 pick up 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 pickup 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 by submitting an electronic form on our Contact Us page or at 1-888-991-2299 to have the order changed to delivery. London Drugs has discretion on exceptions, including and not limited to limited inventory, size/weight of items, and shipping costs. Additional shipping costs may apply when switching from in store pickup to ship to home deliveries.

Q: Can I order items for pickup on Christmas or Boxing Day?
A: Yes, in store pickup orders can be placed at any time. Due to heavy store demand, online pickup orders will be processed until 2pm on Christmas Eve and then stores will be closed on December 25th when we will be unable to process orders. Orders will be available for pickup again on until December 26th.

Q: How will you contact me?
A: We will contact you via email when your order is ready for pickup. If we need to contact you for any reason other than pickup, 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 15 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. For curbside pickup there is no requirement to get out of your car or hand over your ID. Simply verify through your window and our employees will load your items into your trunk.

Q: Do I need to sign off when I pick up the order?
A: No. At this time, we are not requiring signatures due to COVID-19. ID is still required for pickup.

Q: Do you offer Curbside Pickup?
A: Yes, we do. Click here to view the full list of participating stores. Free contactless curbside pickup is available in most stores in 30 minutes and has been expanded to include 66 of our locations. Photolab orders are also included in our curbside pickup.

Q: Where do I go to pick up my order for Curbside Pickup?
A: After receiving a 2nd e-mail confirmation that your order is ready for pickup, simply drive to the store and park in one of our dedicated pickup stalls. Call the phone number on the sign and wait for your order to be delivered right to your vehicle.


Ship to Store

Q: What is the difference between In Store Pickup and Ship to Store?
A: 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.

Q: How many days do I have to pick up my order?
A: 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 by submitting an electronic form on our Contact Us page or 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 when your order is shipped or has been picked up. In the event you do not receive any order confirmations, there is likely a problem with the email address information provided. Please contact our Customer Care Centre by submitting an electronic form on our Contact Us page or at 1-888-991-2299. Customer Service hours are 6:00AM to 10:00PM Monday to Friday, 7:00AM to 10:00PM Saturday, and 8:00AM to 8:00PM Sundays & 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: My order was cancelled, but I was charged – When will I see a refund?
A: If you placed an order where funds were pre-authorized and it is subsequently cancelled or declined due to lack of inventory, the pre-authorization will take up to a few business days to be removed. If you placed an order using PayPal, Interac Online, or for Special Order/Pre-Order, it may take up to a week to see the amount credited back to your respective account.

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: To exempt purchases from tax, London Drugs Limited requires that documentation be provided at the time of purchase. We also accept tax exempt status for online orders, but the tax refund needs to be done after the purchase. The appropriate documentation must be provided after the order has been placed. Once it has shipped and the customer received the order, we can refund the necessary taxes.


Regular Shipping

Q: How is my order shipped?
A: We use multiple shipping carriers. When the order is ready for shipment,  tracking information will be emailed to you.

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: We have two shipping methods:
Standard Shipping: 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 mailbox or mail slot informing you to pick up your parcel(s) at your local Canada Post outlet.
Expedited Shipping: Our Shipping partners will deliver this product to your door, in most cases you do not have to be home to receive your product, items with a high value may require you to be at home for delivery and the courier may attempt again to not leave your product on your doorstep.

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, tracking information will be emailed to you.


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 or have it shipped back. If you contact our Customer Service Centre through the electronic form on our Contact Us page or call 1-888-991-2299 (6:00AM to 9:00PM Monday to Friday, 7:00AM to 9:00PM Saturday, and 8:00AM to 8:00PM Sundays & Holidays – Pacific Time) before the order is shipped (you have not yet received a 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 contact a Customer Service Representative by submitting an electronic form on our Contact Us page or by calling 1-888-991-2299 (6:00AM to 10:00PM Monday to Friday, 7:00AM to 10:00PM Saturday, and 8:00AM to 8:00PM Sundays & Holidays – Pacific Time). 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.


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 Customer Care by submitting an electronic form on our Contact Us page or by calling 1-888-991-2299 or at 1-888-991-2299 (6:00AM to 10:00PM Monday to Friday, 7:00AM to 10:00PM Saturday, and 8:00AM to 8:00PM Sundays & Holidays – Pacific Time).

Toys: Age Range

At London Drugs, we provide you with both the age range recommended by the manufacturer, as well as an age range recommended by us, in order to help you make the most informed choice when shopping for your child.

Our "Manufacturer's Age" recommendation is provided by the toy manufacturer, and may be based on several factors, such as safety concerns and restrictions, general developmental milestones, or what age child their market research indicates will appreciate the toy the most. This age is often just a minimum age, for when a toy begins to be appropriate for a child.

We also provide our own "London Drugs Suggested Age" recommendation filter on the sidebar of our toy category pages, which we designate ourselves. We take the manufacturer's age recommendation into account when determining this age range, but also draw on our understanding of the product in order to make a good suggestion of when your child is most likely to enjoy a specific toy – and we include a maximum age after which we feel the toy may be less interesting or enjoyable for your child, so you don't have to sort through toddler toys when shopping for your ten-year-old.

Of course, all children are different, so please keep in mind that our "London Drugs Suggested Age" is only a guideline – your child may have different interests and requirements than average for children their age, and taking your child's personal quirks and needs into account is the perfect starting point to shopping for the perfect toy.

As our "London Drugs Suggested Age" recommendations are organized into age range groups, please note that while a toy may be included in an age range group, it does not mean that the lower age of that group is the minimum age for the toy (for example, a toy appropriate for children ages 2-4 years may be placed both in our "1-2 Years" and "3-4 Years" groups). Please always refer to the "Manufacturer's Age" listed on the product page for the minimum age a child must be for a given toy to be appropriate and safe.