Frequently Asked Questions
Find answers to common questions about MedaKi.
General
What is MedaKi?
MedaKi is a digital pharmacy platform that connects you with local pharmacies across Canada. We make it easy to order over-the-counter products online, with convenient delivery or pickup options. MedaKi is available as a website and as an installable app on your phone or tablet.
How does MedaKi work?
Create an account, search for pharmacies or products in your area, place your order, and choose delivery or pickup. Your local pharmacy prepares and fulfills your order.
Is MedaKi available in my area?
MedaKi partners with pharmacies across Canada. Enter your location on our Explore page to see participating pharmacies in your area. We're continuously expanding our network of pharmacy partners.
Do I need a prescription to use MedaKi?
No. MedaKi is for ordering over-the-counter products from your local pharmacy: just browse, order, and choose delivery or pickup.
Ordering
How do I place an order?
Browse products from your chosen pharmacy, add items to your cart, proceed to checkout, choose delivery or pickup, and complete payment. You'll receive confirmation and updates via email and SMS.
Can I set an order to repeat automatically?
Yes. For pickup and local delivery orders you can choose to have the same order placed again every 2, 4, 6, 8 or 12 weeks. Set it up at checkout, on your order confirmation, or from any past order in Your Orders. Each repeat arrives as a normal order for the pharmacy to accept. We email you three days before each one so you can skip or stop it before anything is charged, and again once it's been placed.
Will I know before a repeating order is charged?
Yes. Three days before each repeat we email you to say it's coming, what's on it, and roughly what it came to last time. Nothing has been charged at that point, so you can skip just that one, change what's on the order, or stop it entirely. You'll get a second email once the order has actually been placed.
How do I change or stop a repeating order?
Open Scheduled Orders in your account. You can change how often it repeats, change what's on it, skip just the next one, pause it, or stop it entirely, at any time and without contacting anyone. Stopping it takes effect immediately and your card won't be charged again.
What happens if the price changes on a repeating order?
You're charged the price on the day each order is placed. If the total changes by more than 10% from what you last agreed to, we pause the order and email you instead of charging it, so you can review the new price and decide. The same happens the first time after you change what's on the order, since there's no longer an agreed total to compare against. If something is temporarily out of stock, we skip that delivery rather than sending part of it, and you aren't charged.
What if the pharmacy stops selling something on my repeating order?
If a pharmacy permanently stops carrying an item, the repeating order ends and we email you to say which item ended it. Nothing further is charged. This is different from something being temporarily out of stock, which only skips that one delivery. You can set up a new repeating order at any time, with the same pharmacy or another one.
Can I modify or cancel my order?
You can modify or cancel orders before the pharmacy begins processing. Contact the pharmacy directly by phone or email to request changes. Once an order is being prepared, modifications may not be possible.
What if an item is out of stock?
The pharmacy can propose an equivalent substitute for an item on your order. You'll get an email (and text, if provided) with a secure link to review and approve, reject the item, or cancel the order. If you don't respond within 48 hours, the order is cancelled and you aren't charged. Your payment is only ever adjusted to match what's actually supplied.
What are pre-authorized substitutions?
At checkout you can optionally allow the pharmacy to supply an equivalent alternative (the same medicine, strength, and form) up to a price difference you choose (or only if cheaper). When it applies, the swap happens automatically, you're notified right away, and you can reject it at no cost until your order is dispatched or a shipping label is purchased. It's off by default, and anything outside your limits still comes to you for approval.
Delivery & Pickup
What fulfillment options are available?
Depending on the pharmacy, you can choose from pickup or local delivery. Availability of each option depends on the individual pharmacy and your location.
How much does delivery cost?
Delivery fees depend on the pharmacy and their fee structure. Some pharmacies offer free local delivery for orders over a certain amount. Free delivery applies to local delivery only. Canada Post shipping, where offered, is charged by the carrier. You'll see the applicable delivery or shipping fee at checkout before completing your order.
How does pickup work?
If you choose pickup, your order will be prepared by the pharmacy and you can collect it during their normal business hours once it's ready. You'll receive a notification when your order is ready for pickup.
Payments
What payment methods do you accept?
We accept major credit cards (Visa, Mastercard, American Express) as well as Google Pay and Apple Pay. All payments are processed securely through Stripe.
When will I be charged?
Your payment method is authorized at checkout, but you're only charged when the pharmacy dispatches your order, meaning it ships or is marked ready for pickup. If an item is removed or substituted before then, the authorized amount is adjusted so you only ever pay the final total. If your order can't be fulfilled, you won't be charged.
What is your refund policy?
Refund policies vary by pharmacy and are subject to provincial regulations. For most items, contact the pharmacy within 30 days for return or exchange options.
Account
How do I create an account?
Click "Sign Up" on the MedaKi website and provide your email and create a password, or sign up with Google. You'll need to verify your email address to complete registration.
Is my information secure?
Yes. MedaKi uses encryption and follows strict healthcare privacy regulations (PIPEDA and provincial health information acts). Your personal and health information is protected and only shared with your chosen pharmacy as needed to fulfill orders.
How can I contact MedaKi or a pharmacy?
You can reach us through our contact form or live chat on the website. To contact a pharmacy directly, you can call or email them using the contact information listed on their store page.
For Pharmacies
How much does it cost to sell on MedaKi?
Each store on the Essentials plan is $50/month, and just $25/month for your first 3 months. Everything is included: your storefront, order management, POS & inventory sync, and shipping tools. See our Pricing page for full details.
What plans are available?
Essentials is available today and includes everything you need to sell on MedaKi. A Pro plan for growing, multi-location pharmacies is coming soon, adding store groups with shared inventory, a custom storefront domain, advanced analytics and more. Pharmacy groups with custom needs can contact us about Enterprise pricing.
Are team members included in a store subscription?
Every store includes 2 team seats (the owner plus 1 team member). Additional seats are $10/month each, prorated to your billing cycle.
Can I cancel my store subscription?
Yes, anytime from your dashboard's billing portal. Your store data, products, and settings are kept safe so you can reactivate whenever you're ready.
Still have questions?
Contact us and we'll get back to you.
