An order does not always remain exactly as it was when it was first submitted. A customer may notice that the delivery address is incorrect, the wrong quantity was selected, or the prescriber may change the treatment while the order is still being reviewed. In other situations, the customer simply decides not to continue with the purchase. Global Canadian Pharmacy will try to deal with these requests while there is still an opportunity to make the change, but what can be done depends largely on how far the order has already progressed.
For this reason, customers should contact us as soon as they know that something needs to be changed or cancelled. A request received while an order is still under initial review is very different from one received after a prescription has been processed, medication has been prepared for dispensing, or the package has already entered the delivery network.
Changing an Order Before It Is Processed
Many ordinary changes can be handled when we receive them early enough. This may include correcting contact information, updating a delivery address, removing an item, or asking us to review an incorrect product selection. When contacting Global Canadian Pharmacy, please provide enough information to identify the order and explain exactly what needs to be changed. Depending on the stage of processing, we may be able to make the adjustment directly or may need to confirm the request with the pharmacy handling the medication.
A customer cannot use an order change to alter prescribing instructions. If the medication, strength, dosage form, directions, or another part of the prescribed treatment has changed, updated prescription information may be required before the order can continue.
When an Order Can Be Cancelled
A cancellation request should be submitted as early as possible. An order that has only been received and has not yet entered pharmacy fulfillment can generally be reviewed for cancellation without the same complications that arise later in the process.
The situation may be different once work has already been completed specifically for that order. Prescription review, dispensing, preparation of medication, special ordering from a supplier, or transfer of the package to a carrier can all affect whether the request can still be stopped.
In practical terms:
- an order that has not yet entered fulfillment may still be cancelled;
- an order currently being reviewed may need to be placed on hold while the cancellation request is checked;
- a prescription medication that has already been dispensed or prepared for the individual patient may no longer be eligible for ordinary cancellation or return;
- an order that has already been shipped normally cannot be stopped through the pharmacy and is handled according to the applicable delivery and return rules.
Submitting a cancellation request does not by itself mean that processing has stopped. Global Canadian Pharmacy will confirm whether the order was still at a stage where cancellation could be completed.
Changes to Prescription Medication
Prescription orders need to be handled differently from ordinary product changes because the medication is connected with instructions issued for a particular patient. If a prescriber changes the dose, replaces the medication, changes the dosage form, or tells the patient to stop treatment after an order has already been submitted, the customer should contact us promptly. We can check whether dispensing has already taken place and, when the order can still be adjusted, explain what updated prescription information is required. Customers should not alter a prescription themselves or ask customer service to substitute a different medicine or strength without appropriate authorization from the prescriber.
When We Need to Change or Cancel an Order
Not every cancellation begins with the customer. There are circumstances in which Global Canadian Pharmacy or the dispensing pharmacy may be unable to complete an order as originally submitted.
This can happen when:
- a medication or particular manufacturer becomes unavailable;
- additional prescription information is required;
- the dispensing pharmacy cannot verify the prescription as submitted;
- a pharmacist determines that the medication should not be dispensed;
- the requested product or quantity cannot be supplied to the destination;
- an error affecting the order is discovered before fulfillment.
Depending on what has happened, we may contact the customer for additional information, place the order on hold, remove an affected item, or cancel the order. If another medication or strength would require a new professional decision, Global Canadian Pharmacy will not make that substitution on its own.
Payments and Refunds After Cancellation
When an order is cancelled before the medication or service connected with it has been provided, any payment that should be returned will normally go back through the same payment method used for the purchase. In some cases, however, the amount shown on a bank or card account may only be a temporary authorization and not a completed charge, which means the time needed for it to disappear will depend partly on the bank or payment provider.
The same applies after a refund has already been issued, since different banks and payment systems may take different amounts of time to return the funds to the customer’s account. If the medication has already been dispensed or delivered, or if the issue involves damage during shipping or a dispensing error, the situation is handled under our Return Policy instead of the standard cancellation process.
After an Order Has Shipped
Once a package has been transferred to the carrier, the options become much more limited. Global Canadian Pharmacy may no longer be able to change the delivery address, remove a product, or stop the shipment, although customers should still contact us if they discover a problem so that we can check what is possible at that stage.
Refusing delivery or sending medication back without first contacting us does not automatically create a refund. Prescription medications are subject to additional restrictions after they have been dispensed and have left the pharmacy, so a shipped prescription order must be reviewed according to the circumstances of that particular transaction and the applicable Return Policy.
Your Rights Under Applicable Law
This policy describes how Global Canadian Pharmacy normally handles order changes and cancellations, but it does not replace rights that a customer may have under applicable Canadian or provincial consumer law. Depending on where the customer is located and the circumstances of the transaction, additional cancellation or refund rights may apply.
Nothing on this page is intended to remove or restrict a right that cannot legally be waived.
Requesting a Change or Cancellation
If something needs to be changed, send the request as soon as possible and include the information that allows us to locate the correct order:
- the order number;
- the customer or patient name connected with the order;
- the item affected by the request;
- a short explanation of the change or cancellation being requested.
We will check the current status of the order and explain what can still be changed. If the request involves a prescription, completed dispensing, or another step controlled by the pharmacy handling the medication, the matter may need to be reviewed there before we can confirm the outcome.