FAQ
Compliance & legality
Is it legal to import prescription medications from Canada?
Compliance
Personal importation of prescription medications from licensed international pharmacies sits in a well-documented grey area under FDA enforcement discretion. The FDA’s longstanding policy is to generally not pursue individuals importing small quantities for personal use from licensed foreign pharmacies, provided the medication is not readily available domestically at a comparable cost and poses no safety risk. ColdRxMeds sources exclusively from licensed Canadian pharmacies operating under Health Canada — one of the world’s most stringent pharmaceutical regulatory frameworks. That said, we recommend any PBM, TPA, or employer evaluate this with their own legal counsel before launching a program.
Personal importation of prescription medications from licensed international pharmacies sits in a well-documented grey area under FDA enforcement discretion. The FDA’s longstanding policy is to generally not pursue individuals importing small quantities for personal use from licensed foreign pharmacies, provided the medication is not readily available domestically at a comparable cost and poses no safety risk. ColdRxMeds sources exclusively from licensed Canadian pharmacies operating under Health Canada — one of the world’s most stringent pharmaceutical regulatory frameworks. That said, we recommend any PBM, TPA, or employer evaluate this with their own legal counsel before launching a program.
How is ColdRxMeds different from unregulated or grey-market pharmacies?
Compliance
The distinction matters. We source only from licensed pharmacies in Canada and the UK — regulated under Health Canada and the MHRA respectively, using the same manufacturer supply chains as domestic dispensing. We do not source from grey-market distributors, unverified online pharmacies, or countries with weaker regulatory oversight. Every order requires a valid prescription reviewed by a licensed pharmacist before dispensing. We will not work with compounding pharmacies or supply compounded alternatives under any circumstances.
The distinction matters. We source only from licensed pharmacies in Canada and the UK — regulated under Health Canada and the MHRA respectively, using the same manufacturer supply chains as domestic dispensing. We do not source from grey-market distributors, unverified online pharmacies, or countries with weaker regulatory oversight. Every order requires a valid prescription reviewed by a licensed pharmacist before dispensing. We will not work with compounding pharmacies or supply compounded alternatives under any circumstances.
What documentation comes with each order?
Compliance
Every shipment includes a dispensing label from the licensed pharmacy showing the patient name, drug name, lot number, expiry date, dispensing pharmacist name and license number, dispensing date, and pharmacy name and address — along with a pharmacy receipt. This gives you a clear, verifiable record of who dispensed the medication, when, and from where. For B2B partners who need additional documentation for their program or audit requirements, we discuss what’s available through our pharmacy partners during the partner consultation.
Every shipment includes a dispensing label from the licensed pharmacy showing the patient name, drug name, lot number, expiry date, dispensing pharmacist name and license number, dispensing date, and pharmacy name and address — along with a pharmacy receipt. This gives you a clear, verifiable record of who dispensed the medication, when, and from where. For B2B partners who need additional documentation for their program or audit requirements, we discuss what’s available through our pharmacy partners during the partner consultation.
Do you supply compounded medications?
Compliance
No — this is a firm policy, not a case-by-case decision. We supply brand-name medications only, dispensed from the original manufacturer’s supply chain through licensed retail pharmacies. We do not work with compounding pharmacies and do not supply compounded GLP-1s or any other compounded injectable. If a patient or partner is looking for compounded alternatives, we’re not the right fit.
No — this is a firm policy, not a case-by-case decision. We supply brand-name medications only, dispensed from the original manufacturer’s supply chain through licensed retail pharmacies. We do not work with compounding pharmacies and do not supply compounded GLP-1s or any other compounded injectable. If a patient or partner is looking for compounded alternatives, we’re not the right fit.
Sourcing & quality
Are the medications the same as what’s dispensed in the U.S.?
Sourcing
Yes. Brand-name medications like Ozempic, Mounjaro, Dupixent, and Enbrel are manufactured by the same global companies — Novo Nordisk, Eli Lilly, Sanofi, AstraZeneca — using the same formulations and facilities regardless of which country they’re dispensed in. The price difference is driven by how national health systems in Canada and the UK negotiate drug pricing, not by any difference in the product itself.
Yes. Brand-name medications like Ozempic, Mounjaro, Dupixent, and Enbrel are manufactured by the same global companies — Novo Nordisk, Eli Lilly, Sanofi, AstraZeneca — using the same formulations and facilities regardless of which country they’re dispensed in. The price difference is driven by how national health systems in Canada and the UK negotiate drug pricing, not by any difference in the product itself.
Which countries do you source from?
Sourcing
Currently Canada and the United Kingdom. We have a deliberate Tier-1-only policy — we will not add a sourcing country unless it meets our quality, licensure, and regulatory standards. We do not source from countries with weaker pharmaceutical oversight regardless of the pricing advantage.
Currently Canada and the United Kingdom. We have a deliberate Tier-1-only policy — we will not add a sourcing country unless it meets our quality, licensure, and regulatory standards. We do not source from countries with weaker pharmaceutical oversight regardless of the pricing advantage.
How do I know the medication I receive is authentic?
Sourcing
Every shipment arrives in original manufacturer packaging with the lot number and expiry date intact, accompanied by dispensing records from the licensed pharmacy. If you have any concern about a shipment, contact us immediately — we can trace every order back to its dispensing record. Authenticity issues are extremely rare when sourcing from licensed Canadian and UK pharmacies precisely because of the regulatory environment they operate under.
Every shipment arrives in original manufacturer packaging with the lot number and expiry date intact, accompanied by dispensing records from the licensed pharmacy. If you have any concern about a shipment, contact us immediately — we can trace every order back to its dispensing record. Authenticity issues are extremely rare when sourcing from licensed Canadian and UK pharmacies precisely because of the regulatory environment they operate under.
Shipping & cold chain
How do you maintain temperature during shipping?
Shipping
All temperature-sensitive medications ship in insulated packaging with gel packs calibrated for a 2°–8°C range over the expected transit window. We adjust pack quantities seasonally and by destination. Many of our shipments include a visual temperature indicator that permanently changes if the cold chain was breached — giving you a visible check on delivery. If a shipment arrives showing a temperature excursion, contact us and we will replace it.
All temperature-sensitive medications ship in insulated packaging with gel packs calibrated for a 2°–8°C range over the expected transit window. We adjust pack quantities seasonally and by destination. Many of our shipments include a visual temperature indicator that permanently changes if the cold chain was breached — giving you a visible check on delivery. If a shipment arrives showing a temperature excursion, contact us and we will replace it.
How long does delivery take?
Shipping
Typical delivery is 7–14 business days from order confirmation — this covers pharmacist review and dispensing (usually 1–3 business days) plus transit. We recommend placing your first order at least two weeks before you expect to run out of your current supply. If you need to discuss timing or expedited options, contact us directly.
Typical delivery is 7–14 business days from order confirmation — this covers pharmacist review and dispensing (usually 1–3 business days) plus transit. We recommend placing your first order at least two weeks before you expect to run out of your current supply. If you need to discuss timing or expedited options, contact us directly.
What happens if my package is held at customs?
Shipping
The vast majority of our shipments clear customs without issue. In the rare event a package is delayed, we’ll work with you to provide any supporting documentation needed. If a package is seized and cannot be released, we reship at no charge. Our shipping protocols are designed specifically for personal-import medication shipments and reflect experience with cross-border delivery from Canada.
The vast majority of our shipments clear customs without issue. In the rare event a package is delayed, we’ll work with you to provide any supporting documentation needed. If a package is seized and cannot be released, we reship at no charge. Our shipping protocols are designed specifically for personal-import medication shipments and reflect experience with cross-border delivery from Canada.
For PBMs, TPAs & employers
How does ColdRxMeds fit into an existing PBM or TPA structure?
Partner
ColdRxMeds is designed as a specialty carve-out or supplemental sourcing layer — it works alongside your existing PBM or TPA, not as a replacement. The most common model is an employer-direct or TPA-administered opt-in program where eligible members can elect to use ColdRxMeds for high-cost specialty medications. We handle dispensing, cold chain, and per-order documentation; your program manages member eligibility and benefit design. Every program is different — we’re happy to walk through the specifics of your structure on a consultation call.
ColdRxMeds is designed as a specialty carve-out or supplemental sourcing layer — it works alongside your existing PBM or TPA, not as a replacement. The most common model is an employer-direct or TPA-administered opt-in program where eligible members can elect to use ColdRxMeds for high-cost specialty medications. We handle dispensing, cold chain, and per-order documentation; your program manages member eligibility and benefit design. Every program is different — we’re happy to walk through the specifics of your structure on a consultation call.
What documentation can you provide for our compliance team?
Partner
At the per-order level, every shipment includes a dispensing record from the licensed Canadian pharmacy — pharmacist name and license number, drug name, lot number, expiry, and dispensing date. At the partner onboarding level, we can provide copies of our pharmacy partners’ provincial licenses and pharmacist-in-charge credentials. For partners with more specific audit or reporting requirements, we discuss those needs during the partner consultation so we can confirm upfront exactly what’s available.
At the per-order level, every shipment includes a dispensing record from the licensed Canadian pharmacy — pharmacist name and license number, drug name, lot number, expiry, and dispensing date. At the partner onboarding level, we can provide copies of our pharmacy partners’ provincial licenses and pharmacist-in-charge credentials. For partners with more specific audit or reporting requirements, we discuss those needs during the partner consultation so we can confirm upfront exactly what’s available.
Is there a minimum program size?
Partner
No hard minimum. Programs are most impactful where there are multiple members on high-cost specialty medications — even a handful of members on GLP-1s or biologics can generate meaningful savings. If you’re a benefits consultant or broker looking to offer this to smaller employer clients, contact us — we have structures that work for that scenario.
No hard minimum. Programs are most impactful where there are multiple members on high-cost specialty medications — even a handful of members on GLP-1s or biologics can generate meaningful savings. If you’re a benefits consultant or broker looking to offer this to smaller employer clients, contact us — we have structures that work for that scenario.
How do you handle member support?
Partner
Each partner program includes a dedicated point of contact on our side for onboarding and escalations. Members can reach us directly for order status, shipping questions, and prescription upload support. For complex clinical questions, members are directed to their prescribing physician — we are a dispensing and logistics operation, not a clinical service.
Each partner program includes a dedicated point of contact on our side for onboarding and escalations. Members can reach us directly for order status, shipping questions, and prescription upload support. For complex clinical questions, members are directed to their prescribing physician — we are a dispensing and logistics operation, not a clinical service.
For patients
Do I need a prescription to order?
Patient
Yes, always — no exceptions. A valid prescription from a licensed U.S. physician is required for every order. You can upload a photo or PDF of your prescription during checkout or email it to us. Every prescription is reviewed by a licensed pharmacist before your order is dispensed. This is not automated.
Yes, always — no exceptions. A valid prescription from a licensed U.S. physician is required for every order. You can upload a photo or PDF of your prescription during checkout or email it to us. Every prescription is reviewed by a licensed pharmacist before your order is dispensed. This is not automated.
Will my insurance cover this?
Patient
Most standard U.S. insurance plans do not reimburse international pharmacy purchases. ColdRxMeds is primarily used by patients paying out of pocket who find our pricing substantially lower than their U.S. cost. Some employer-sponsored programs include ColdRxMeds as a covered benefit — check with your HR or benefits team if you’re unsure. We provide an itemized receipt with every order that may be used for HSA or FSA reimbursement in many cases.
Most standard U.S. insurance plans do not reimburse international pharmacy purchases. ColdRxMeds is primarily used by patients paying out of pocket who find our pricing substantially lower than their U.S. cost. Some employer-sponsored programs include ColdRxMeds as a covered benefit — check with your HR or benefits team if you’re unsure. We provide an itemized receipt with every order that may be used for HSA or FSA reimbursement in many cases.
Can I switch back to my U.S. pharmacy at any time?
Patient
Yes. There’s no contract or commitment for individual patients. You can use ColdRxMeds for one order and go back to your local pharmacy the next — whatever works for you. Given the 7–14 day delivery window, we recommend keeping a small buffer supply on hand so you’re never caught short while waiting for a shipment.
Yes. There’s no contract or commitment for individual patients. You can use ColdRxMeds for one order and go back to your local pharmacy the next — whatever works for you. Given the 7–14 day delivery window, we recommend keeping a small buffer supply on hand so you’re never caught short while waiting for a shipment.
What if I have a problem with my order?
Patient
Contact us directly and we’ll resolve it. If a shipment is delayed, damaged, or shows a temperature excursion on arrival, we will reship at no cost. If a package is held at customs and can’t be released, same policy — we reship. We want every order to arrive correctly the first time, and when something goes wrong we make it right.
Contact us directly and we’ll resolve it. If a shipment is delayed, damaged, or shows a temperature excursion on arrival, we will reship at no cost. If a package is held at customs and can’t be released, same policy — we reship. We want every order to arrive correctly the first time, and when something goes wrong we make it right.
No matching questions found. Contact us directly →
Still have questions?
Our team is happy to walk through compliance, sourcing, or integration questions specific to your program.