Overview
Use this article to understand when a MedExpress Canada replacement order may be reviewed, what evidence is required to support a replacement request, how replacement requests are assessed by our pharmacy partner, and how approved replacement orders are shipped.
This article explains:
The conditions under which a replacement can be reviewed by our pharmacy partner.
The mandatory photographic evidence required for damaged, faulty, or temperature-sensitive medications.
How replacement requests are reviewed and processed.
How shipping carriers and delivery methods are determined for approved replacement orders.
Evaluation and Approval Criteria
At MedExpress Canada, all replacement requests are evaluated on a case-by-case basis. We work directly with our external dispensing pharmacy partner, Kramer, which has the final authority on all replacement decisions.
A MedExpress Canada replacement request may be considered if one of the following applies:
Shipping issues: Your package has been lost in transit, officially returned to sender, or marked as delivered by the courier but has not been received.
Medication damaged or compromised: Your medication arrives with visible physical damage, appears faulty, or there is a temperature sensitivity concern that may have affected the medication during transit.
All replacement requests are reviewed using the information provided by the courier, the evidence supplied by the patient, and the pharmacy's assessment.
Evidence and Processing Timelines
To enable Kramer to review a replacement request and make an informed decision, clear photographic evidence must be provided where applicable.
Required photographic evidence
If your medication arrives damaged, appears faulty, or you believe it has been affected during transit, please provide clear photographs showing:
The shipping label on the outside of the parcel.
The dispensing pharmacy label showing your name, dispensing date, and medication details.
The product box or blister pack, including the front, back, and the batch number and expiry date.
For tablet medications, the individual tablets against a clear background if they appear broken, crushed, damaged, or contaminated.
For GLP-1 injection medications, the injection pen against a clear background with the pen cap removed, clearly showing any leak, crack, or mechanical fault.
Any visible damage to the packaging or medication that supports your replacement request.
Important: Please do not dispose of the damaged packaging or medication until your replacement request has been reviewed, as Kramer may require additional information, including batch details, during the assessment.
How to submit your evidence
You can submit your photographs by:
Replying to your order confirmation email and attaching the images.
Uploading the images using the file attachment option in the MedExpress Canada support chat.
Review timeline
Once the MedExpress Canada support team has gathered the required evidence and submitted your case to Kramer, we aim to have the replacement request reviewed and the case resolved within 24 hours.
If a replacement is approved, tracking information will be sent to the email address associated with your MedExpress Canada order as soon as the replacement order has been dispatched.
Delivery Methods and Logistics
Approved replacement orders are shipped using pharmaceutical delivery standards to help ensure medication quality throughout transit.
Carrier selection: Patients cannot choose or request a specific shipping carrier or delivery method. Kramer selects the most appropriate carrier based on the medication type, such as GLP-1 injectable medications or tablet medications, and the destination delivery region.
Delivery service: Approved replacement orders are shipped using the same level of delivery service as the original MedExpress Canada order.
Additional Assistance
If you still need help after reviewing the information above, additional assistance is available.