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Frequently Asked Questions

GENERAL

What is HealthSnap? Who are you guys?

We’re a Canadian health and beauty store website! We’re a small startup team based in Toronto, Ont. but we have a big heart and even bigger inventory.

What's with the name?

We were trying to come up with something…snappy. *ba dum tss*

What do you sell?

Anything and everything you would find at your local drugstore! Soaps, hair products, pads, tampons, supplements, skin care products, drugstore cosmetics. Stuff your mom buys that you always forget to, such as cleaning supplies and batteries. Even stuff your teenaged self would have been too embarrassed pick up in store, like condoms and lubricant. Whatever your heart desires.

Do you sell prescription drugs?

No. We carry everything your heart desires except that.

But we do have a large selection of over-the-counter (OTC) drugs and other health and beauty products. The pharmacies in our Pharmacy Pickup program, however, do sell prescription drugs, so feel free to talk to them if you have any prescriptions that you need filled.

What are you doing with my personal information? I don’t trust you.

While we have details like your name, postal address, email address, first newborn’s name, etc. (Just kidding about the last one, maybe). We need that, for your shopping experience’s sake.

SHIPPING

Do you ship outside of Canada?

Nope. Canadians only. Sorry ‘Murica.

When you say “Free same day delivery”…?

Yes, our pharmacy pickup orders ship absolutely free with no minimum order size. If you order before 10 a.m. EST, your package will be ready for pickup at the end of the day (unless your selected pharmacy only offers next-day pickup). Orders placed after 10AM will be ready for pickup around 1:30PM the next business day. Either way, your will receive a pickup notification email to let you know.

But this is only to pharmacies in Ontario (sorry, rest of Canada). Otherwise, we deliver straight to your home for free if your purchase is over $50.

What about the rest of Canada? Why don’t you provide us with same day delivery love? Do you hate us?

No, never! We love you, but our warehouse is centered in Ontario, so it’s a bit hard still to ship out to other provinces within the same day. Unless you invent some sort of TARDIS, then you get free transportation to everything.

How does pharmacy pickup work?

During the checkout, choose ‘Pharmacy Pickup’ and select a pharmacy that’s convenient for you. You can search by Postal Code, City, or Pharmacy Name.

If you ordered before 10 a.m. EST and your selected pharmacy offers same-day pickup (check your selected pharmacy's page for this), you’ll get an email confirming the approximate time your parcel should be ready at your pharmacy by the end of the day. If not, hold on for an email about when your order is ready for pickup between 1-4PM the following business day.

Have a copy of your order confirmation email, some form of government-issued ID ready when you stop by your pharmacy and you’re good to go!

How do I contact you guys?

Email: info@healthsnap.ca
We respond to all emails within 1 business day.

We love talking to you so much, we’re even on social media! Find us on Twitter and Facebook.
Or, leave us a message at (905) 761-2340 

What is your shipping policy?

This is our shipping policy.

Why can’t I find my local pharmacy for Pharmacy Pickup?

We’re trying, guys. At this moment, we’re working with a select group of participating pharmacies in Ontario. As our Pharmacy Pickup program grows, we’ll start expanding our pharmacy network.

Why would I want to pick up my package at the pharmacy?

Also, two words every girl (and guy) wants to hear: FREE DELIVERY. It will also be ready for pickup within 1 business day for those of us that need something FAST.

HealthSnap.ca carries thousands of products (and counting) that would span well beyond the shelf space of even the largest pharmacies. You’ll always be able to get your favourite products at even the smallest neighbourhood pharmacies. Plus, you get the added benefit of being able to fill prescriptions and stock up on other essentials while you pick up your HealthSnap order. Call it what you want, double whammy, bi-winning. 

How long will it take for me to receive my Home Delivery order?

We package and ship from our distribution centre within 1 business day of receiving the order. We may request clarifications via email, and in such cases would hold the order until we hear back from you.

The estimated delivery times below are based on Canada Post Delivery Standards from the date an order leaves our distribution centre in the Greater Toronto Area (not the date the order is placed). It’s measured in business days, excluding weekends and statutory holidays:

Canada Post Delivery Standards

 

Regular Parcel

Local

Up to 2 Days

Regional

3 up to 5 Days

National

4 up to 9 Days

 

Note: Actual delivery time may vary from these estimates.

How do I track my Home Delivery order once it has been shipped?

You can track your order here using the Tracking Number sent to you in the shipping confirmation email.

How does Same Day Delivery work?

Once a Pharmacy Pickup order is processed, you’ll get a confirmation email with the approximate time your order should be available for pickup.

Pharmacy Pickup orders placed before 10 a.m. Eastern usually qualify for Same Day Delivery and should be available for pickup on the same day it’s placed. 

ORDERING

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Visa Debit, and Paypal. All payments are handled by Moneris Solutions, a world leader in the payment processing industry. We can generally only accept Canadian credit card numbers.

Unfortunately the exchange rate for gold coins, rubies, blue/red/yellow rupees, galleons, sickles, and knuts is a bit unpredictable, as much as we’d love to accept them.

 

How can I check the status of my order?

You’ll get email notifications on the up-to-date status of your order.

If you’ve registered, you can also check the status of current and past orders at any time by logging in and clicking the “My Account” icon, and then “Order History”.

Can I make changes to an order that I have already placed?

We ship orders our within 1 business day, so it is important you contact us with any change requests right away.

We’ll try and accommodate order changes prior to being shipped, but no guarantees.

 

Can I split an order between Home Delivery and Pharmacy Pickup?

No, but you can place two separate orders.

 

When will you process my payment?

For Credit Card orders, you will see your card get pre-authorized once the order is submitted. The card will be charged once the order is processed and is en route to the pharmacy or your home.

For Paypal orders, the payment will remain pending until the product gets shipped out. At that time, the transaction will be completed and the funds are transfered.

Why doesn't this promotional code work?

When using a promotional code with your order, please ensure that the expiration date has not passed and that there are no spaces at any point before, within, or after the code.

Additionally, percentage-based promotional codes (eg. 10% off your order) do not apply to items that have already been discounted due to another promotion or clearance.

RETURNS

What is HealthSnap’s Return Policy?

HealthSnap offers Worry Free Returns and will provide Free Return Shipping from most locations in Canada. Our Return Policy can be found here.

How do returns work?

The following is a general overview of the returns process:

  1. Within 30 days of purchase email returns@healthsnap.ca with subject line "HEALTHSNAP RETURN" outlining the items that you would like to return and the reason for the return, to receive a link to print off a Free Return Shipping Label;
  2. Pack the items to be returned in a box (preferably the box it came in);
  3. Affix the Return Shipping Label to the box;
  4. Write “HEALTHSNAP RETURN” and the Order Confirmation Number (sent in the email confirming the order) visibly in permanent ink on the box;
  5. Drop the properly packaged and labelled box off at a Canada Post location. A complete list of Canada Post Offices can be found here;
  6. Once the return is received at the HealthSnap warehouse it will be examined by our staff to determine whether the returned items are in saleable condition or otherwise returnable;
  7. After the return has been examined by our staff, the customer will be sent an email authorizing or rejecting the return;
  8. If the return is accepted, HealthSnap will issue the customer a refund within a couple of weeks in the same tender as the original purchase (i.e. if you used a credit card a refund will be issued to the card).
When will I get my refund?

Refunds usually take about two to three weeks.

Do remote locations qualify for free return shipping?

Unfortunately, we are currently unable to offer free return shipping to remote locations. However, we do offer competitive shipping rates for all locations throughout Canada.

What are remote locations?

Anywhere Canada Post refers to as Air Stage Locations.

NEWSLETTER

How do I subscribe to the HealthSnap newsletter?

Click on the newsletter icon in the bottom right corner of every page on HealthSnap.ca. You’re also given the option of subscribing to the HealthSnap newsletter during the registration process.

Why should I sign up for the HealthSnap newsletter?

We offer exclusive sales, deals, and other promotions to returning customers via newsletter.

We promise we don’t like to spam you anymore than you like receiving spam, so don’t worry though, we will only send out communications when we have something important to say.

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