Overview
Use this article to understand how to track your MedExpress Canada shipment, handle delivery issues or missing items, navigate PO Box delivery restrictions, manage delivery instructions, and know what to do if medication is received incorrectly.
Use this article when you want to:
Locate tracking details for a dispatched order.
Resolve delivery delays, missing parcels, or wrong items received.
Check PO Box shipping guidelines and signature requirements.
Understand policies regarding delivery notes and special instructions.
How Do I Track My Order?
Once your prescription has been reviewed, approved, and dispatched by our partner pharmacy, you will receive a dispatch confirmation email containing a direct tracking link.
To track your delivery:
Check Your Email: Open the dispatch email sent to your registered email address and select the tracking link.
Account Dashboard: Log in to your MedExpress Canada account at
medexpress.co/ca, navigate to Order History, and select your active order to view its status and tracking details.
Note: The partner pharmacy automatically assigns the most appropriate delivery carrier based on your medication type and delivery region. Delivery methods cannot be selected at checkout. Tracking details become active once the carrier scans the package at their sorting facility (please allow up to 24 hours after receiving your dispatch email).
PO Box Delivery Guidance and Signature Requirements
Delivery rules apply to all prescription orders:
No PO Box Deliveries: Prescription orders—including Erectile Dysfunction (ED) tablets and GLP-1 weight management injectables—cannot be delivered to a PO Box. A physical street or business address is strictly required for all shipments to ensure proper handoff and safe delivery.
Signature Requirements: GLP-1 weight management medications require a physical address and a signature upon delivery to guarantee product safety, proper handoff, and cold-chain temperature control.
If a PO Box address is submitted with your order, the shipment will be placed on hold, and Customer Care will contact you to request a physical street or business delivery address.
Can I Add Delivery Instructions or Notes?
Delivery notes (such as "leave on front porch" or "gate code 1234") cannot be added at checkout when placing your order on MedExpress Canada.
Because delivery carriers are assigned automatically based on medication type and region, special delivery requests cannot be guaranteed on the parcel. Once your order has been dispatched, you may check your tracking link to see if the assigned carrier offers online options to manage delivery preferences directly through their system.
What to Do If You Experience Delivery Issues
If your tracking status shows no updates for more than 72 hours, or if your package is marked as "delivered" but you have not received it:
Verify Shipping Address: Check your order confirmation email to ensure your shipping address is accurate and complete.
Check Safe Places: Check around your property, porch, or with building management/neighbours to see if the parcel was left safely.
Contact Customer Care: If the parcel cannot be located, reach out to MedExpress Canada Customer Care. Our team will initiate a formal investigation with the delivery partner and assist you with the next steps.
What If I Received the Wrong Medication or Quantity?
If your parcel arrives with the wrong item, missing items, or incorrect dose strengths:
Do Not Consume, Use, or Discard: Keep the parcel, outer packaging, dispensation label, and contents intact.
Take Clear Photos: Take photos showing the shipping label, product boxes, and dispensation labels.
Contact Customer Care Immediately: Reach out to Customer Care with your order details and photos attached so our team can launch an investigation and guide you through the next steps.
Need Further Support?
If you still need help after reviewing the information above, additional assistance is available.