Frequently Asked Questions

For more than a decade, we have been committed to making your pharmacy experience simpler and your personalized care our top priority. 

That means being skilled in pharmacy and understanding you, our patient.

The Express Scripts Canada Pharmacy works for you and your busy lifestyle.

We will fill your prescriptions and we'll work to ensure that you receive the medications you need, when you need them. 

At the end of the day, we take care of your prescription needs so that you can live healthier, every day.  

We’re here for you, whenever you need us, to help you manage your condition, optimize your treatments and, most of all, get better, more personalized health care.

Where are Express Scripts Canada pharmacies near me?

You can find one of our regional pharmacies in:

• British Columbia (serves British Columbia, Alberta, Yukon and the Northwest Territories)
• Manitoba (serves Manitoba, Saskatchewan and Nunavut)
• Ontario (serves Ontario)
• New Brunswick (serves all Atlantic provinces)

Where does the Express Scripts Canada Pharmacy get its medications?

We only dispense medications that have been approved for sale in Canada, and they are sourced from the same creditable Canadian wholesalers used by other pharmacies. If you fill a prescription with us, your medication will come from one of the same suppliers as it would if you filled the prescription at another pharmacy.

How much is the Express Scripts Canada Pharmacy’s dispensing fee?

We deliver comprehensive services to our members for $8.99 dispensing fee. Dedicated to your health needs, we’ll work with you and your doctor to manage your refills and coordinate your claims with your insurance.

If you have questions about medications, you can connect with a pharmacist – 24 hours a day, seven days a week. 
 

What are maintenance medications?

A maintenance medication is a drug that you take on a regular basis for things like birth control, diabetes management, high cholesterol, high blood pressure, etc. It might also include nasal sprays or ointments.

A sample list of common medications that we routinely fill can be found on our Maintenance Drug List. If your medication is not listed, it may still be considered a maintenance medication. Check with your drug benefit provider or contact the ESC Pharmacy that services your region to find out more.

Are there medications I cannot receive from the Express Scripts Canada Pharmacy?

The Express Scripts Canada Pharmacy does not dispense narcotics, and controlled and targeted substances. You should continue to have prescriptions for these medications filled at another pharmacy.

Can I have my prescription for antibiotics filled at the Express Scripts Canada Pharmacy?

You can choose to have a prescription for any medication filled at the Express Scripts Canada Pharmacy, except for narcotics, and controlled and targeted substances.

If you need the medication immediately we recommend you fill it at another pharmacy. If you do not need it immediately and would like to fill it through the Express Scripts Canada Pharmacy, we recommend that you have your doctor fax the prescription directly to your regional pharmacy. You can also send the prescription by mail to your regional pharmacy for free. Please email memberinfo@express-scripts.com to obtain a postage-paid envelope.

Tip: See who to contact for our regional pharmacy fax numbers.

How will possible drug interactions be monitored if I’m filling maintenance prescriptions through the Express Scripts Canada Pharmacy and non-maintenance prescriptions through another pharmacy?

Before your medication is sent to you, it will be submitted electronically to your insurance company for approval by your drug benefit plan. At this point, possible drug interactions will be flagged to the pharmacist, regardless of which pharmacy filled the prescription.

Additionally, every time a prescription is filled, the Express Scripts Canada Pharmacy system will search the medical history and allergy information you provided. The pharmacist will address any issue that’s flagged before filling the prescription.

If you have questions about your medications, you can connect with a pharmacist – 24 hours a day, seven days a week.

What is a specialty medication?

A specialty medication is used to treat chronic, complex conditions such as rheumatoid arthritis, multiple sclerosis and cancer. Specialty drugs are usually costly, require special storage and handling, need intensive clinical monitoring and require frequent dosing adjustment. You can have these medications filled by the Express Scripts Canada Pharmacy.

How important is it that I take all of my medication?

Following your doctor’s instructions for taking your medication, both the amount of the medication you should take and the length of time you should take it, is the best thing you can do to make sure your treatment is a success. We understand that some medications may have unpleasant side effects or be difficult to administer, and that is why our pharmacists are available 24/7 to offer clinical advice about dealing with these issues. They will even reach out to your doctor about the management of these side effects, if necessary.

We help you stay on track to take your medication as it was prescribed by packaging and delivering it directly to you. You'll never have to wait in line, chase refills or miss a dose again. 
 

Can anyone join the Express Scripts Canada Pharmacy?

Yes. 

And signing up is easy. You can register here, use the Express Scripts Canada Virtual Pharmacy App (available at the App Store or Google Play), or call us at 1 (855) 550-MEDS (6337).

The Express Scripts Canada Pharmacy is convenient - we are always here for you.

What information should I have on hand to join?

Before you join the Express Scripts Canada Pharmacy, here are the items you need to have on hand:

• A 30-day supply for each maintenance drug you take.
• You should have at least one refill for each of your maintenance drugs on file at another pharmacy to transfer.
• Your prescription drug card – also have your spouse’s prescription drug benefit card if you are covered as a dependant on his/her plan or they are covered under yours.
• All maintenance medications you are currently taking.
• Your VIP Code, if applicable.

Tip: All the information you need to transfer your prescriptions can be found on the label of your maintenance medications

What do I do if I don’t have a 30-day supply on hand?

If you don’t have a 30-day supply on hand, you should refill your prescription from your current pharmacy before joining the Express Scripts Canada Pharmacy.

What do I do if I have a 30-day supply on hand but no more refills?

If you have a 30-day supply but no more refills, you should visit your doctor to get a new prescription. We recommend that you have your doctor fax the prescription directly to your regional pharmacy. You can also send the prescription by mail to your regional pharmacy for free. Please email memberinfo@express-scripts.com to obtain a postage-paid envelope.

Tip: See who to contact for our regional pharmacy fax numbers.

What happens if someone who’s covered by my plan lives in a different province?

Someone who lives in a different province from you can have their prescriptions shipped to their province of residence. Whether you join online or by phone, you will be given the option to enter different addresses for each of your loved ones.

What are the benefits of joining the Express Scripts Canada Pharmacy?

When you become a member of our pharmacy, we promise to put you and your health first. Some of the benefits to you and your loved ones include:

✓ We bring the pharmacy to you in a way that is more personalized, more convenient, and better suits your busy lifestyle.  

✓ Pharmacists on-call 24/7.

✓ Cutting-edge digital tools that make it easy to manage your medications. Our new mobile app offers the same features as our Online Prescription Manager, with added convenience for busy people on the go. 

✓ Saturday delivery, another added convenience if you or a loved one cannot be home to accept deliveries during the week. 

✓ Enhanced packaging options. If you’re ordering three or more medications, this can be a huge help to make sure you take your medication as it was prescribed. 

✓ Member-centric care, thanks to a team of dedicated pharmacists. 

What can I do online?

Visit the Online Prescription Manager or use the Express Scripts Canada Virtual Pharmacy App (available at the App Store or Google Play) and you can:

• Register someone to your plan
• Request prescription transfers, refills and renewals
• Check the status of your transfer or order
• View the prescriptions you have on file
• Update your profile including credit card and shipping information
• Join the Express Scripts Canada Pharmacy
   

How do I transfer a prescription for a medication I am already on?

We’ll transfer your prescriptions from your current pharmacy and conveniently deliver them right to your door for free, Monday to Saturday. It’s simple!

Start by visiting the Online Prescription Manager or using the Express Scripts Canada Virtual Pharmacy App (at the App Store or Google Play ). Provide us with the information from the label of your medication and we’ll take care of the rest!

Please ensure you have a 30-day supply of your medication on hand and at least one more refill at your current pharmacy before requesting a transfer. If you do not have a 30-day supply on hand, please use your current pharmacy for one more refill before transferring your prescription to the Express Scripts Canada Pharmacy.

I have a new prescription for a maintenance medication. How do I fill it?

If the prescription is for a medication you’ve not taken before, take it to another pharmacy and ask them to provide you with a 30-day supply of the medication. As soon as you know you will continue taking the medication on an ongoing basis, submit a transfer request of your prescription from the other pharmacy to us. Submitting a transfer request can be easily completed online at the Online Prescription Manager or using the Express Scripts Canada Virtual Pharmacy App (at the App Store or Google Play ). We will then refill your prescriptions when necessary.

What if the prescription is for a maintenance medication I have taken before?

If the prescription is for a maintenance medication you’ve taken before, we recommend that you have your doctor fax the prescription directly to your regional pharmacy. You can also send the prescription by mail to your regional pharmacy for free. Please email memberinfo@express-scripts.com to obtain a postage-paid envelope. 

Note that only your doctor can fax a prescription to the Express Scripts Canada Pharmacy; pharmacy regulations stipulate that a pharmacy can accept a faxed prescription only from a physician’s office.

Tip: See who to contact for our regional pharmacy fax numbers.

My doctor wants to charge me an extra fee for my new prescription. What are my options?

If you choose not to pay the fee to your doctor, you should make an appointment with him/her to get the prescription. The appointment will be covered by your provincial health plan. Once you have your new prescription, you can mail it to us using the postage-paid envelope provided with each medication shipment. If you do not have any postage-paid envelopes and require one be sent to you, please email memberinfo@express-scripts.com.

If you choose to pay the fee to your doctor, you will be contacted by a member of our team via email or phone, depending on the preferred method you chose when you signed up, to let you know when to expect your order.

What if my doctor isn’t happy having to fax my prescription to the Express Scripts Canada Pharmacy?

Faxing prescriptions to pharmacies are common practice in Canada, regardless of which pharmacy you use. If the physician’s office will not fax your prescription, you can mail it to us for free. Please email memberinfo@express-scripts.com to obtain a postage-paid envelope.

What should I do if my prescription changes?

If your prescription changes, mail the new prescription or have your doctor fax it directly to your regional Express Scripts Canada Pharmacy, which will update your file. Please email memberinfo@express-scripts.com to obtain a postage-paid envelope.
Tip: See who to contact for our regional pharmacy fax numbers.

Have a new prescription?

You can submit your new prescription by mail to your Express Scripts Canada’s nearest pharmacy:

If you need a postage-paid envelope please send an email to: memberinfo@express-scripts.com 

If your doctor needs to fax your prescription to the pharmacy, please have them use the numbers below.

Please note that only your doctor can fax a prescription to the Express Scripts Canada Pharmacy; pharmacy regulations stipulate that a pharmacy can accept a faxed prescription only from a physician’s office.

Can I submit more than one prescription at a time?

Yes. We will process all prescriptions submitted, according to your drug benefit plan.

How much time should I allow for my order to be processed successfully?

Your health is our top priority. To ensure successful processing and a good member experience, you should have a 30-day supply of medication on hand and at least one refill at your current pharmacy. If the Express Scripts Canada Pharmacy needs to contact you or your prescribing doctor for information, processing may take longer. 

Once your first order has been processed, subsequent refills will be shipped automatically. If you have chosen not to receive automatic refills, your order will be shipped within 7 business days from the time we receive your refill request. If you are not on automatic refills, you should have at least 15 days’ supply on hand before calling to request a refill.

Tip: See refills and renewals for more information on our Auto Refills service.
 

Will I receive the same brand-name or generic medications I am used to getting when I order from the Express Scripts Canada Pharmacy?

You and your doctor need to decide what’s best for you. Given your drug benefit plan, generic equivalents may be dispensed when appropriate – and permitted by the prescribing doctor.

Are generic medications as safe and effective as their brand-name equivalents?

Generics and brand-name medications contain the same medicinal ingredients and adhere to the same Health Canada quality standards. The generic manufacturer must provide evidence showing that the quality, safety and effectiveness of the generic drug are equivalent to the brand name. Close to half of all prescriptions filled by pharmacies are generic drugs. Some hospitals use generic drugs almost exclusively.

For more information on generic drugs, visit the Health Canada website at hc-sc.gc.ca.

What is the difference between a chemically equivalent medication and a therapeutically equivalent medication?

When we fill your medications, we keep your best interests at heart and look for alternative medications that provide you with the lowest cost yet don’t compromise your health. For example, price reductions are often seen through therapeutic substitution which can mean switching one medication to a different one that can provide the same health benefits. 

A chemically equivalent drug is a generic medication made up of the same active chemicals (molecules) as the brand medication counterpart. A therapeutically equivalent drug is a different medication than the original and is not made up of the same active chemicals (molecules) as the original drug. This type of switch requires the approval of you and your doctor. Both chemical and therapeutic equivalents produce the same health results as the higher cost brand alternatives.
 

How does Auto Refills work?

To help take the worry out of refilling your medications, we will automatically refill them for you.
You will be contacted via email or phone, based on the preference you chose when you signed up, to let you know your prescription is due to refill, and given the opportunity to change or cancel it. If we do not hear from you, the prescription will be refilled and your medication will be sent approximately two weeks before you are scheduled to run out of your current supply.

Turning Auto Refills “Off”

When you choose “off” for the Auto Refills service, the prescription is put on hold. We will not send out any medication until we receive a request from you. This is similar to another pharmacy keeping a prescription on file until you need it. This option is most useful for medications that are only needed seasonally or for reoccurring periods but not all the time. Please remember to allow enough time as your order will be shipped 5-7 business days from the time we receive your request.

You can change the Auto Refills status on any medication at any time by visiting the Online Prescription Manager  or updating the status in your profile through the app.

Will I be reminded when it’s time to renew my prescription?

Yes. When you are on your last refill, a sticker will be attached to your medication to remind you that a new prescription is needed from your doctor. During your initial consultation with an Express Scripts Canada Pharmacy pharmacist, you will be asked if you would like the Express Scripts Canada Pharmacy to reach out to your doctor on your behalf for prescription renewals. If you have indicated yes, four weeks before you are scheduled to run out of your medication, they will attempt to contact your doctor to request a new prescription. If, for any reason, they are unable to obtain a renewal, they will notify you via email or phone, based on the preference you chose when you signed up, three weeks before you are scheduled to run out of your medication so that you can make an appointment with your doctor to get a new prescription.

How long does it take to refill my prescription?

Once we have dispensed your first prescription, the Auto Refills program will let you know when it is time to refill a prescription.

If you wish to order your refills as you need them, you must go into the Online Prescription Manager or use the Express Scripts Canada Virtual Pharmacy App and select Auto Refills Off. Refills will be shipped to you within 5-7 business days from the time the refill request is received. If you are not on automatic refills, you should have at least 10-15 days’ supply on hand before requesting a refill.

What if I need to refill my prescription before my plan allows because I lost my medication or I am going on vacation?

If you need to refill your prescription early, call us toll-free at 1 (855) 550-MEDS (6337). We’ll explain your options.
 

Is using the Express Scripts Canada Pharmacy as safe as using any other pharmacy?

Yes. The Express Scripts Canada Pharmacy is fully accredited and each regional pharmacy is licensed through its provincial College, Association or Society. We only dispense medications that have been approved for sale by Health Canada. Before your medication is shipped to you, it is double-checked for accuracy by a pharmacist.

What should I do if my order arrives damaged?

We always put you and your health first. If there is any risk that your medication has been damaged, please contact us immediately and we will replace it free of charge.

Tip: See our contact information.
 

My medication needs to be refrigerated. How will it be delivered?

We have a comprehensive system for managing and delivering refrigerated items, including insulin. All refrigerated products are sent in specialized coolers that have been expertly packaged to ensure the temperature is maintained between 2°C-8°C during shipment. 

Delivery will be coordinated with you so the cooler is not left sitting outside. Refrigerated packages can be sent to any designated address, including rural addresses. There is also the option of having your medication delivered to an alternate daytime address if that is more convenient.

How will my prescriptions be delivered to me?

We keep your best interests in mind when sending your medications through one of our shipping partners to ensure you benefit from the fastest, most convenient and safe delivery of your medications depending on your location in Canada. Our main shipping partner is Canada Post.

Orders are packaged and sent for free in unmarked, tamper-evident corrugated boxes. There is no indication on the package that it is from a pharmacy or that it contains prescription medication(s). Corrugated boxes and shipping envelopes are used to package orders and provide for maximum protection of your medications. Plus, they are sustainable and recyclable in most jurisdictions in Canada. In some provinces a signature will be required upon receipt of your package.

A member receiving more than three medications is eligible for enhanced packaging options. Talk to us to learn more! 

What is enhanced packaging and why would I receive it?

If you’re taking three or more medications, we offer enhanced packaging options to help you manage your medication schedule so you can stay on track of your prescriptions.

This is especially important because at the Express Scripts Canada Pharmacy, we know that if you’re taking more than three medications, you might struggle with taking them as they were prescribed to you by your doctor. 

We care about you and want to make sure you stay adherent to your medication, which is just one of the reasons why we offer multiple enhanced packaging options.

Is it possible to have prescription medications delivered overnight?

Yes. Overnight delivery may be requested, with additional shipping and handling charges. The order will be filled under our standard processing time.

Does someone have to sign for my medication when it’s delivered?

By law, a signature is required for packages of medication delivered to Express Scripts Canada Pharmacy members located in ON, NB, NS, PE and NL. In other provinces, the package will be left in your mailbox, unless the medication being delivered is not suitable for being left unattended.

Not all employers allow you to receive personal packages at work, but if yours does, please alert shipping/receiving staff that you are expecting a package, as they will be asked to sign for it on your behalf.

What if no one will be available to sign for my medication?

Our primary shipping partner, Canada Post, offers FlexDelivery™ – a unique service that allows you to have packages delivered to any post office, free of charge. To learn more or sign up for this service, visit canadapost.ca/flexdelivery.

Canada Post will also route your package to the nearest Post Office if they attempt to delivery your package and you are unavailable to sign for it. 

Our other shipping partners (FedEx, Purolator, etc.) will retry your delivery if you are unavailable at the time of their first attempt. The package will then be returned to the pharmacy or stored safely at a related warehouse facility for you to retrieve when convenient.  

What is a delivery notice card?

A Delivery Notice Card is used to inform you that your package is available for pickup at a nearby mail/courier location. A final notice card will be sent to the addressee if the item has not been picked up within a specified time. The item will be held with the mail/courier service for the specified time before it is returned to the sender.

Who can pick up a package of prescription medication at the post office?

If the package cannot be delivered, you will receive a Delivery Notice Card to inform you to pick up your package. Only you, someone who lives at the same address or a designated agent can pick up an item at the post office.

If you are picking up your own item, you must provide a government-issued photo ID. If someone who lives at your address is picking up the item on your behalf, they must present a government-issued ID that shows they have the same address as the address on the package. If a designated agent is picking up the package on your behalf, they must present one valid piece of government-issued photo identification and one of the following documents:

• The Delivery Notice Card signed by you and indicating the name of the delegate authorized to pick up the package.
• A legal document that demonstrates the authority of the designated agent to act on your behalf, for example, power of attorney, appointment as trustee or a letter of authorization.

What if I do not receive my order in a timely manner?

A tracking number is provided for each package. Though rare, if the package cannot be located and the order needs to be replaced, we will re-ship the medication to you free of charge.

What happens if my medication is on manufacturer backorder?

We will notify you by telephone if a manufacturer is experiencing supply difficulties and cannot provide a date of availability. If your prescription was included with an order for other medications, we will process those not affected by the backorder.

Can I have medications delivered to me at work?

Yes. You will need to include your shipping address as your place of employment if you wish to receive your medications there.

What happens if I’m away from home, perhaps on vacation, and my medication has been left sitting for an extended period of time or my order arrives damaged?

We recommend that you contact the pharmacy with those details or adjust your Auto-Refill option to ensure your medication are not sent to your shipping address while you’re away.

If your medication has been left for an extended period of time and you’re worried about it, please contact us immediately. If there is any risk that the medication has been damaged, it will be replaced free of charge.

Also, you’ll be reminded when your refill is due. If you’re going on holiday, you can adjust the delivery date accordingly to ensure it won’t be delivered while you’re away.

Tip: See our contact information.

Some of my prescription medications require refrigeration. How will these be delivered?

We have a comprehensive system for managing and delivering refrigerated items, including insulin. All refrigerated products are sent with a two-day business guarantee in coolers that have been packaged with refrigerated gel packs to ensure the temperature is maintained between 2°C-8°C during shipment. 

Delivery will be coordinated with you so the cooler is not left sitting out. Refrigerated packages can be sent to any designated address, including rural addresses. There is also the option of having your medication delivered to an alternate daytime address if that is more convenient.

Do you deliver to rural addresses?

We keep your best interests in mind when sending your medications through one of our shipping partners to ensure you benefit from the fastest, most convenient and safe delivery of your medications. We will work with you to choose the carrier best suited to deliver to your location if you live in a remote area.

Can you deliver my medication to me while I am out of the country?

We only ship to addresses within Canada. If you’re going out of the country, call us and we’ll work with you to ensure you have a sufficient supply of your maintenance medications. You can also adjust the delivery date to ensure your medication(s) won’t be delivered while you’re away.
 

How can I get a travel supply of my medication?

If you need to refill your prescription early or get an additional supply, call us toll-free at 1 855 550-MEDS (6337). We’ll explain your options.

Will you deliver to the United States or elsewhere around the world?

We can only ship medications to addresses within Canada. If you’re traveling out of the country, call us and we’ll work with you to ensure you have a sufficient supply of your maintenance medications. You can also adjust the delivery date to ensure your medication(s) won’t be delivered while you are away.

What should I do to protect my medications while I am travelling?

Talk to our pharmacists about your specific medications as some may require special care while in transit. Some may react badly to changes in temperature or humidity, some may require special packaging to avoid breakage, and some may require refrigeration or be stored out of direct sunlight. We will be happy to let you know if the medication you’re on requires any special handling or storage.

Also, if you’re going to be away from home for a month or more, make sure that you have enough medication so you don’t run out. If you are staying in Canada, this may mean having your refill shipped to your vacation address or, if you are travelling outside Canada, depending on your drug plan, you might have to ask for an early refill.

Is coordination of benefits with a spouse’s plan allowed?

Yes. The initial claim is always directed to the cardholder’s drug plan first and to a spouse’s plan second. Let us know about any other prescription drug coverage you may have when you join the Express Scripts Canada Pharmacy. You should submit claims for dependent children first to the plan of the spouse whose birth date is earliest in the year.

Will I receive a receipt for the outstanding balance to submit to another insurance plan?

If the pharmacy has information on both drug cards, the respective plans can be billed electronically and payments will be charged in real time. Any outstanding balance from either drug plan will be charged to you as a copayment. You will be provided with a receipt signed by the pharmacist for each prescription dispensed.

How do I pay for my part of the cost of my medication?

You can pay with a major credit card, through online banking or by cheque.

• Credit card. The Express Scripts Canada Pharmacy will charge your portion (if applicable) to the Visa, MasterCard or American Express you provided at the time of joining. The Express Scripts Canada Pharmacy will bill your drug benefit plan for the remaining portion of the cost.
  
  Tip: It’s easiest to pay by credit card.
   
• Express Scripts Canada Virtual Pharmacy App. Download the Express Scripts Canada Virtual Pharmacy App (available at the App Store or Google Play) and easily pay your invoice using your mobile device.
   
• Online or telephone banking. You can pay for your medications by online or telephone banking through most major financial institutions. Choose the Express Scripts Canada Pharmacy as the payee.
   
• Cheque. If you pay by cheque, send it to your regional pharmacy, attention Accounts Receivable. Please make your cheque out exactly as listed in the address:
  
  Express Scripts Canada Pharmacy
  Attn: Finance – Accounts Receivable
  5770 Hurontario Street, 10th Floor
  Mississauga, ON L5R 3G5
   

1.  What is Two-Step Verification? Why are we enforcing Two-Step Verification?

Two-Step Verification is a security system for both the Online Prescription Manager and Virtual Pharmacy App, where our members are asked to verify and validate their identity before they access their account. It requires one or more forms of verification to access an account, such as a password and a verification code/ one-time passcode sent to the user’s email or phone.

Two-Step Verification (2FA) is implemented to better protect our members identity, and provide a safer login experience with enhanced protection.

2. How does Two-Step Verification work?

 When members login through ESC’s Online Prescription Manager or Virtual Pharmacy App, Two-Step Verification(2FA) will allow the members to first input their password. Then, based on the selection of mode, the member must enter the verification code/ one-time passcode. 2FA works by requiring users to provide multiple forms of identification before granting access.

3. Whom does Two-Step Verification apply to?

All the members currently using ESC’s Online Prescription Manager or Virtual Pharmacy App

4. What to do if the primary email address needs to be changed?

Use the Text option to receive the passcode and update the profile with the correct Email address.

5. What to do if the Phone number gets changed?

Use the Email option to receive the verification code and update the profile with the correct Phone number.

6. For how long the Verification code/One-time passcode is valid?

To safeguard your profile, Verification Code/One-time passcode expires after two minutes.

7. How do I set up Two-Step Verification on my account?

•  When members login using either Online Prescription Manager or ESC Virtual Pharmacy App, they will be prompted to setup the Two-Step Verification to complete login

• Verify the selected preferences and complete the Two-Step Verification

8. Do I need to use Two-Step Verification every time at login?

Yes, for an enhanced protection of our members, two-step verification must be completed for every login

9. What should I do if my Two-Step Verification code isn't working?

Members can request a new code using the button below "Didn't receive? Request a new code" or they can navigate from back button on top to the previous screen to send a new code. The old code expires as soon as a new code is requested.

10. Are there any accessibility options for MFA?

Yes, once the Member receives the One-time passcode through Mobile Apps/ Mobile Browser through text, the same passcode would be displayed on top of the keypad and on tapping the passcode it gets prepopulated and gets ready for verification. We currently do not have the accessibility options for email.

11. Is there an additional SMS text cost for using MFA?

 Yes, SMS charges may apply, so members are advised to use email if they do not have unlimited SMS plans

12. Can I opt out of using MFA?

ESC Pharmacy, as mandated by Cigna, is immediately implementing Two-Step verification. This will be mandatory, with no option to opt out, starting June 2024 to better secure and protect our members' identities.

Can I speak with a pharmacist about my medication?

Yes. A pharmacist from the Express Scripts Canada Pharmacy will call to discuss any new medication. If you have a clinical question, you can privately consult with a pharmacist at any time by calling 1 (855) 550-MEDS (6337) and choosing to speak with a pharmacy team member.

Our team of dedicated pharmacists is available 24 hours a day, 7 days a week, 365 days a year.

In case of emergency, please call 911. If you have clinical questions about your medication, pharmacists are on call 24/7; if after hours, your call will be returned within 60 minutes.

Have a question about your health? Ask the Pharmacist.

Tip: See what if I need to speak with a pharmacist after you are closed.

Can I speak to a pharmacist in a language other than English?

Yes. We are pleased to offer our patients pharmacy services in both official languages (French and English) in addition to other languages through the support of an interpretation service via three-way conferences. The other languages include Cantonese, Tamil, Urdu, Punjabi, Korean, Vietnamese, Hindi and Arabic.
 

How can I contact the Express Scripts Canada Pharmacy?

You can manage your prescriptions online. Visit the Online Prescription Manager if you:

• Want to transfer a prescription
• Want to know when you will receive your medication
• Want to request a refill
• Want to update your profile information
• Want to join

What if I need to speak with a pharmacist after you are closed?

Questions and concerns can arise anytime — not just during regular pharmacy hours. If you have clinical questions about your medication, please call 1 (855) 550-MEDS (6337) and choose to speak with a pharmacy team member if you need assistance regarding:

• Potential adverse drug reaction (ADR) or an allergic reaction
• Possible double dose or incorrect administration of drug
• Therapeutic use of medication
• Potential drug-to-drug interactions - for example, can I take an over-the-counter medication with my prescription medication(s)
• Questions about discontinuing medication

If you are concerned about your medication and need the pharmacist on call to contact you within 60 minutes, press 1. Otherwise, your call will be returned the next business day.

My doctor wants to fax my prescription. What number should he fax it to?

Have your doctor fax your prescription into your regional location below. Please note that these fax numbers are for doctors only:
 

Express Scripts Canada Pharmacy – Ontario
Serving residents of Ontario
Toll-Free Fax Number: 1 (888) 656-6505
 

Express Scripts Canada Pharmacy – Central
Serving residents of Manitoba, Saskatchewan and Nunavut
Toll-Free Fax Number: 1 (888) 717-9533
 

Express Scripts Canada Pharmacy – West
Serving residents of British Columbia, Alberta,
Yukon and North West Territories
Toll-Free Fax Number: 1 (888) 807-6972
 

Express Scripts Canada Pharmacy – Atlantic
Serving residents of Newfoundland and Labrador,
Nova Scotia, Prince Edward Island and New Brunswick
Toll-Free Fax Number: 1 (888) 683-5047

Who do I contact for a privacy concern?

We are committed to keeping your Personal Information and Personal Health Information secure. If you have questions or concerns regarding the security of your Personal Information, Personal Health Information or our compliance with the personal information protection legislation, please contact the Chief Privacy Officer by phone at 1 (855) 333-3977 or email ExpressScriptsCanada_Privacy@Express-Scripts.com.

What if I have questions about my coverage?

We understand that insurance drug benefit coverage can be complicated. Please contact your employer or your drug-benefits provider to find out more about your plan coverage.

Who do I contact if I’ve moved and my address has changed?

Update your address online at using the Online Prescription Manager.

For Express Scripts Canada Pharmacy members who move to Quebec: Regulations in Quebec prevent us from offering our pharmacy service in that province. However, our banner, PharmaGO has affiliated itself with a pharmacist-owner who is committed to protecting and promoting your health and well-being. For more information about PharmaGO, visit pharmago.ca or call PharmaGO toll-free at 1 (855) 333-3977.

What do I do if I have a complaint?

Your complete satisfaction is our priority. If you have any issues or concerns relating to your medications, services received, delivery of your prescription or any other topic related to our service, please email us at ESCanadaCare@express-scripts.com. As an opportunity to improve our services, we take all of your concerns very seriously. Your concerns will be fully investigated and we will respond to you in a timely manner.