Frequently asked questions

What is the My Meds by Mail program?

The MMBM program offers a convenient way to have your prescriptions delivered directly to your homes, or site of choice. The program is managed by Drug Basics pharmacy in Richmond Hill located at 1070 Major Mackenzie Dr. East #A.) The MMBM program website and services are offered by Metro Ontario Pharmacies Limited, a wholly owned subsidiary of Metro Ontario Inc. These services are not being outsourced to a third party.

Participants can mail their prescriptions, or have their physicians fax/call in prescriptions directly to the My Meds by Mail. Refills can be ordered using our Online Pharmacy Service. Visit our Online Pharmacy service site.

What is the benefit?

Convenience! Prescriptions are mailed free of charge through a courier service. That means you don’t have to wait in line for your prescriptions! The My Meds by Mail Program provides services that will make it easier for you to be compliant with your medications. This includes attempting to contact your physician for refills, as well as enrolling participants in the Refill Reminder Program.

What types of prescriptions can be delivered?

The My Meds by Mail Program currently provides delivery of long-term medications. For any short term prescription needs, please use your local pharmacy. Please note that narcotics, controlled drugs, benzodiazepines and temperature sensitive medications will not be delivered through the My Meds by Mail Program.

What is the difference between short term and long term medications?

Long term medications are those that are used for chronic conditions. Common examples would be blood pressure medications, diabetes medications, and cholesterol medications. Common examples of short term medications would include antibiotics and pain killers. If you are uncertain if your medication is used for long term or short term use, please feel free to contact a pharmacy representative at 1-855-382-1613.

What is the refill reminder program?

Participants have the option of utilizing our Refill Reminder Program. A pharmacist will call members (typically 7-10 days before they run out of their medication), to remind them that their refill is due. At this point members can choose to have their medications filled and shipped.

The objective of this program is to ensure prescriptions are delivered on time, thereby helping participants take their medication regularly.

What information do you need to provide to register for this program and why?

In addition to collecting your name, we will ask that you provide certain information as it may be legally required for us to be able to provide you with prescription services. For example, it is legally required that we obtain your date of birth and sex prior to processing your prescriptions. Other information is obtained in order to ensure we are providing optimal therapeutic recommendations and counseling. For example, information such as your allergies are imperative to ensure you are recieving appropriate therapy. Finally, some information, such as your contact and insurance plan details, is obtained in order to ensure we can deliver this service efficiently.

How can I register in the program?

We have provided several options to make registration easy:
A) Simply complete the integrated online form.
B) Print out the forms from our website and fax/mail to the My Meds by Mail Program.
C) Call the pharmacy directly to register. Please note, as part of our standard terms and conditions, we do require that each participant sign the Terms and Conditions form. If you choose to register by phone, the pharmacist will discuss the terms and conditions, and obtain verbal consent. At your convenience, please complete the Terms and Conditions form and mail to the MMBM program.

How long will it take to receive your medication?

The turnaround time from our courier service is approximately 3-5 days. In more remote locations, a longer period of time may be needed.

How can I track my package?

The courier company will assign a tracking number to all packages shipped. The My Meds by Mail Program will have this information on hand at all times. Prior to shipping the package, the dispensing pharmacist will notify participants. If a participant has not received their package within the suggested time frame, they can follow up with the My Meds by Mail program directly.

Can my physician contact the My Meds by Mail program directly?

Yes, physicians can fax prescriptions to 1-855-821-0950 (905-770-0950) or speak to a pharmacist directly by calling 1-855-382-1613 (905-884-1226).

How much will I have to pay for this service?

There are no additional charges for using this service.

How do I pay for outstanding charges?

If you have outstanding charges on your prescription, the My Meds by Mail Program will contact you to obtain your credit card information. This information will remain in a secure location within our filing system, which only the dispensing pharmacy manager can access. We ask that you provide all insurance information on your registration form, or when you are registering by phone with the pharmacist. If you have coverage through a second plan, please provide this information as well.

Currently, we do not have online/telephone banking options.

What happens if I am not at home to receive my prescription?

In this instance packages will be delivered to any member of your household over the age of 18. A signature will be required in all situations. If no one is at home to receive the package, it will be forwarded to the closest courier depot. In most cases, after 15 days the package will be returned to the dispensing pharmacy if no one has retrieved it from the courier depot.

If I have a new prescription, how will I be counseled or receive information?

Each time a new prescription is filled, the pharmacist will phone you to provide counseling on the medication. The pharmacist will discuss any concerns with the prescription including potential interactions and side effects at this time. In addition, the pharmacist will let you know that the package is ready for shipment, and when delivery can be expected.

What are the My Meds by Mail program hours?

Monday - Friday 9 am - 9 pm
Saturday 9 am - 6 pm
Sunday 10 am – 5 pm

If I have to pick up my prescription at a courier service depot/outlet, is there any information I will need to present?

Your delivery notification should provide the information required; however, typically the addressee or their representative will be asked to provide one valid piece of government issued photo identification when picking up the item.

How will my confidentiality/privacy be maintained?

Your privacy is of critical importance to us. All products will be shipped in unmarked, tamper resistant packaging. The only information that will be labeled on the package will be the name of the pharmacy, recipient name, delivery address, and return address to the My Meds by Mail program.

What are your policies regarding refrigerated products?

Currently temperature sensitive products (including refrigerated items) are not eligible for delivery through the MMBM program.

I currently fill my prescriptions at another pharmacy. How can I have them filled through the My Meds by Mail Program?

Simply contact the My Meds by Mail Program and provide them with the telephone number of your current pharmacy as well as details on which prescriptions you would like transferred. The pharmacy will take care of the rest!

What if I receive the incorrect medication?

As part of our program, a pharmacist will be contacting you prior to delivery to discuss your medication. We therefore do not anticipate medication errors. That being said, we have implemented several strategies to help prevent any medication errors. In the event this does occur, please contact the My Meds by Mail Program.

Currently I have my prescriptions filled in a compliance pack. Would the My Meds by Mail program be able to provide this service?

Yes. We are committed to enhancing medication adherence and will supply your medication as you request.

Currently I receive brand name medications only. Will the My Meds by Mail Program supply me with the medication of my choice?

If you request a brand name product, this must be indicated on your prescription or registration form. Please note, some insurance plans have a mandatory generic policy and may not compensate total drug costs for brand name products. (They typically reimburse up to the generic cost).

I am planning on traveling out of Ontario. What would be the procedure to obtain my medications?

If you are traveling out of Ontario, we ask that you provide us with a 2 week notice to ensure we can provide you with adequate vacation supply.

Please note, we currently do NOT ship prescription packages to other provinces or countries. This program is currently only offered to residents of Ontario.