Frequently Asked Questions

General Inquiries

Is Silver Scripts an online pharmacy that provides medications to anyone in North America?

Silver Scripts is a family-owned Canadian pharmacy focused on medication safety and convenience and delivers prescription medications and over the counter items to their customers in Canada.

How is Silver Scripts different from a conventional pharmacy?

Silver Scripts is an integrated online pharmacy with a professional team of experienced pharmacists, registered technicians and support staff.

Our online platform is designed to support your needs and those you care for. We make prescription uploads easy, automatically refill medications based on your preferences, and communicate with your prescribers to ensure appropriateness and consistent medication supply.

Hassle free and complimentary delivery means no more long line ups at the pharmacy. Our team is available for consultation and fills your medications with accuracy and discretion.

Does Silver Scripts have a location that I can visit?

The quickest way to get to us is to visit our website at www.silverscripts.ca
The Silver Scripts app will be available for download soon on the Google Play Store/IOS App Store.

Our dedicated and knowledgeable team can be reached at 1-844-316-7368

Silver Scripts’ head office is located at:
Silver Fox Pharmacy
2-5040 Mainway,
Burlington, Ontario, L7L 5Z1

Is there a cost to use Silver Scripts services?

There are no hidden costs to use our services and medications are delivered free of charge across Canada.

The only charges that may apply are the dispensing fee depending on the coverage of your health insurance plan and the type of medications you order, and for emergency delivery depending on location and time.

Why do I have to pay a dispensing fee for my prescriptions?

Dispensing fees are charged to cover the various services that pharmacies provide, including: keeping an up to date medical profile, ensuring medications are filled accurately and appropriately, specialized packaging and delivery, our team communicating with other health care professionals about your medications, and access to our pharmacists to discuss your medications.

The Registration and Login Process

Who can register for Silver Scripts?

Anyone can register for Silver Scripts! You can register on behalf of your children (under the age of 18), elderly family members, friends or those under your care by simply completing a consent form.

How do I register for Silver Scripts?

Registering for Silver Scripts is easy! You can register online or by phone 1-844-909-7274 . Registration via our mobile app will be available soon.

How much does it cost to register for Silver Scripts?

There is no cost to register with Silver Scripts!

What information will Silver Scripts require to complete the registration process?

Silver Scripts will require 2 pieces of ID, one of which has to be a photo ID, (For example: drivers license and credit card), your demographic information, (first and last name, DOB, contact information), your current pharmacy information.

What are the next steps after I have completed the registration process?

If you have prescriptions to be transferred, Silver Scripts will contact your current pharmacy and take care of it for you! If you have any new prescriptions, make sure your prescriber faxes them to Silver Scripts, or you can mail them to us for processing. We will contact you for all new medication orders.

What do I do if I have forgotten my password?

Use the “Forgot Password” option on the login page.

How do I cancel my subscription?

Give Silver Scripts a call at 1-844-909-7274 , and we will assist you with transferring your prescriptions to your new pharmacy.

Transferring and Filling Your Medications

How do I transfer my prescriptions from my current pharmacy to Silver Scripts?

Transferring an existing prescription is simple. We only require details of your current pharmacy and we will take care of the rest.

How do I submit a prescription that I have received from the doctor but has not yet been filled?

You can ask your doctor’s office to fax the prescription directly to Silver Scripts. With our mobile app (coming soon), you can take a picture of your prescription and submit to Silver Scripts to start the process. Silver Scripts will require the original prescription sent to us before completing the filling and delivery process. Pre-paid envelopes to send us your prescriptions can be requested by contacting us via phone 1.844.909.7274 or email envelopes@SilverScripts.ca

Can I order over-the-counter medications through Silver Scripts?

Yes! We carry and can source most over the counter items and they can be shipped together with your prescription medications.

What do I do if my prescription changes at any point?

Your doctor’s office can fax the new prescription directly to Silver Scripts. We will fill and deliver your new prescription. A Silver Scripts pharmacist will contact you to discuss relevant information regarding your new or changed medication(s).

Are there medications that cannot be ordered through Silver Scripts?

There may be instances in which Silver Scripts will be unable to dispense your medications. We will let you know right away if we cannot process your medication order.

Can Silver Scripts fill narcotic and controlled medication orders?

Yes, we can fill narcotic and controlled medications. Availability may vary based on location. For specific details on narcotic and controlled substances deliveries in your area, please contact us at 1-844-909-7274 .

Can Silver Scripts supply medications that are not commonly used?

Silver Scripts maintains a large inventory of medications and can source less commonly used medications. In the unlikely case we are unable to obtain a medication, we will contact you and/or your prescriber to discuss options.

Does Silver Scripts supply compounded medications?

Yes, we can provide most compounded medications.

Will I receive the same brand-name or generic medications I have been receiving?

Most medications that are covered under health insurance are generic medications. Generic medications meet the same licensing standards set by Health Canada as the brand name medications. We will dispense brand name medications if this is your specific preference, if your doctor specifies this on the prescription, or if the generic form is unavailable. If you are currently on a brand name medication and would like to discuss your options, please contact us at 1-844-909-7274

How do I order medications that I don’t take regularly?

Silver Scripts can provide you with medications that are taken on an as needed basis in a prescription vial. It is recommended that you re-order these when you have 7-10 days supply left.

Does Silver Scripts supply any other medical or diabetic supplies?

Yes, Silver Scripts can provide you with diabetic needles, diabetic strips and any other medical devices such as compression stockings, glucometers, and Aerochambers.

For a full listing of medical supplies available through our Silver Suite of services, please visit Silver Linings Health Care

Refilling my medications

At what point should I refill my prescription?

Silver Scripts can set up automatic refills on all your packaged maintenance medications, so you don’t need to worry about reordering. For other medications, you should aim to refill your prescription when you have a 7-10-day supply remaining.

An automatic reminder will also be sent out one week prior to your medications running out. If you require any additional items to be added to your delivery, you can request them at this time.

What if I don’t need a refill yet?

You can request us to pause any prescription within your account at any time.

I have run out of my prescription refills, what can I do?

We proactively connect with your prescriber and add them to your account to make sure you don’t run out of refills. If your prescriber does not provide refills, we will advise you on how to proceed.

Delivery of medications

Can I send you my old medication or needles for disposal?

Simply give us a call, and we’ll send you the appropriate packaging to send back to us for safe disposal. Alternatively, you can take these items to participate in local pharmacies for disposal.

How will my prescriptions be delivered?

All prescription orders are sent by expedited mail through Canada Post. A signature is required to receive the delivery.

What if I would like my prescriptions delivered to another address?

No problem! We can deliver your prescription to any alternate Canadian address you provide.

How long will it take for my prescriptions to arrive once ordered?

We will process your prescription as soon as we receive it and ship via Canada Post. It can take anywhere between 2-5 business days for delivery.

Will I be contacted before my medication is shipped?

Yes, you will receive tracking information when your parcel is shipped.

What if I am not at home and miss my delivery?

The Canada Post delivery agent will leave a delivery notice card at your home with the details of your nearest post office and how to collect your delivery.

Can I receive prescriptions for my family members?

If your family members provide consent, you can receive or manage their prescriptions.

I am planning to travel. Can Silver Scripts help me with my medication requirements?

We can tailor your shipment dates and will send a sufficient supply so you can enjoy your vacation. Please ensure that we have at least two weeks advance notice to ensure your refills are received in time for your travels.

Can you deliver my prescriptions to my international vacation site?

Silver Scripts provides medication delivery within Canada only.

My prescription medications require refrigeration. How will these be delivered?

We deliver medications according to manufacturer guidelines for storage and handling. Availability may vary based on location. For specific details on delivery of refrigerated items in your area, please contact us at 1-844-909-7274 .

Can I change my order once I have submitted it?

If your order has not yet been shipped, you can make any changes by simply calling our customer support team. 1-844-909-7274 .

If my package arrives and it is damaged, who should I contact?

If you receive a package that has been damaged during transit, call us right away and we will work with you to have a replacement sent to you at no additional cost.

If one of my prescription medications is not available, what can I expect?

From time to time some medications may be not be available from the manufacturer or may be on order. In this case a Silver Scripts representative will contact you or your prescriber to discuss options.

Medication Packaging

How will my medications be packaged?

Silver Scripts offers various packaging options from which you can choose. This includes multi-dose packets, multi-dose blister packs, and vials.

Paying for my medications

How do I set up payment?

Once you have registered for Silver Scripts a representative will be in contact with you to discuss payment options for anything that is not covered by your insurance plan.

Can Silver Scripts bill my health insurance plan directly?

Yes, if your health insurance plan allows for direct billing. Any amount not covered will be billed using the option of your choice.

If both my spouse and I have separate health insurance plans, can this be set up?

Yes, Silver Scripts can coordinate benefits with a spousal plan. Simply provide us with all the additional coverage when you register for Silver Scripts. Our customer support team is also available to provide any information by phone or live chat.

How can I obtain my receipts if Silver Scripts is unable to bill my insurance plan directly?

Silver Scripts will provide a detailed receipt with each delivery. You can also view your electronic receipts online.

Does Silver Scripts accept all major credit cards?

Yes, you can provide your credit card information when you register with Silver Scripts.

Security, Confidentiality and Safety

Is my personal information secure and safe with Silver Scripts?

Yes, our systems are fully PIPEDA compliant and encrypted to protect any health data shared with us. Your information is only viewable by pharmacy personnel and PIPEDA-approved Patient Advocates.

Does Silver Scripts order their medications from the same supplier as the conventional pharmacy around the corner?

There are multiple suppliers in Canada that all licensed pharmacies order from. Silver Scripts will only source medications from Canadian wholesalers that are approved by Health Canada.

Speaking with a Pharmacist

Do I still have access to a pharmacist should I have any questions?

Our dedicated team of pharmacists are available for private consults arranged around your schedule for discretion and peace of mind. A pharmacist will connect with you to discuss any new medication.

Can I speak with a pharmacist any time of the day?

In case of an emergency, please call 911 or your doctor. You can direct your questions to us 24 hours a day via email and a pharmacist will connect with you during our business hours. Our pharmacists are available between the hours of 9:30AM-5:30PM EST (Mon-Fri) to speak with you on the phone or through live chat.

Whom should I contact if I take my new medications and I get side effects?

If your reaction is serious please call 911 immediately. For less critical side effects, you can call your physician or our pharmacist at 1-844-909-7274 or email us at support@SilverScripts.ca and we will contact you as soon as possible.

Care Providers

Can I register multiple family members or others I am caring for under my account?

Yes! We offer a simple process to allow you to view, track and manage medications and refills for your family or those you are caring for with a simple click. Say goodbye to multiple pharmacy visits and waiting in line!

Additional Questions

Don’t hesitate to contact our team of dedicated pharmacists and customer support staff. We are here to guide your medication management journey for enhanced health and wellness!