Frequently asked questions
General
Canary is a fully government approved online eScript platform to order your medication. We have partnered with pharmacies across the country to dispense medication and deliver it straight to your door.
Our roots are community based and our passion is in providing a positive patient-centered experience. Canary was built because patients were asking for better, so we decided to do something about that.
We partner with local pharmacies in communities across Australia to dispense medication, and every order is delivered to your door with Australia Post or Courier.
We are fully compliant with the Australian Government standard for electronic prescriptions [conformant with eRx and the Australian Digital Health Agency (ADHA)]. We are approved in handling e-scripts in a way that meets strict patient data safety and security protocols. Not all script platforms are compliant and some have been operating without this approval!
We also do all the work for you! There is no need to shop around, compare prices, ring around for stock levels or even enter your own prescription information. Just upload your eScript token, checkout and get your medication delivered fast!
Simply sign in to Canary and 'Upload script', then follow the prompt to copy/paste the token into Canary. Add one of your scripts to your cart and checkout. A pharmacy will then grab your order and if everything is in ok (stock available, approval paperwork, dispense limits etc.), they will dispense like any other medication. Your order is then shipped to you. Your repeat tokens are sent back to you directly in Canary (or SMS) ready to use when you need to order again. Easy!
Add patient details
Create your account and add your patient details. Please make sure your details are real and accurate. This will ensure our partner pharmacies can seamlessly dispense your medication. If you don't use real information, the pharmacy will not dispense or ship your medication.
Upload your prescription
You can upload your prescriptions right from our website. We support eScripts (electronic prescriptions which are emailed or SMS-ed to you by your doctor). These are also known as tokens, script tokens and eRx tokens.
Add to cart
Add your chosen medications to your shopping cart from your list of uploaded prescriptions (My scripts)
Checkout
Add your preferred delivery address and pay for your order. You'll get an email confirmation with delivery details.
Dispense
Your order is sent to the best partner pharmacy for your order to be dispensed. They may get in touch with you if necessary. Your medication(s) are packaged ready for delivery.
Delivery
Get your natural medicine delivered to your door. Please make sure someone is home to collect the medication when it is delivered. Easy as!
We'd love to hear from you! Please contact our customer service team. We aim to respond to all enquiries within 24hrs.
Prescription help
Electronic prescriptions contain a QR code and an alphanumeric token. You'll usually get one from your doctor during your consultation. Instead of getting your prescription in paper form, ask your doctor to send your script via email or SMS. This will give you a digital eScript token that you can upload to Canary and order your meds.
Your eScript should look something like this (after you click the link in your SMS or email):
Canary only supports ordering electronic prescriptions for Natural Alternatives. Electronic prescriptions are typically sent to you via email or SMS by your doctor and contain a QR code and an alphanumeric token. You just need to copy the token to our website. We may support general medications at a later date if enough customers demand it. For now, you can still upload your escripts for general medications and save them in the Canary script wallet.
Unfortunately we're unable to support paper prescriptions. Regulations require the pharmacy to have the physical prescription before they can dispense medication.
Just copy/paste the token on your electronic prescription into Canary, and we'll retrieve your prescription details from the prescription exchange. If this isn't working for you, you might be copying and pasting an invoice or order number from a different website/clinic platform that has locked you in.
Being compliant with the Australian Government standard for online script ordering (eRx and the ADHA), we have undergone rigorous testing of our security, patient privacy protocols and operating methods. We undertake ongoing assessment and must continue to meet government requirements to remain compliant. We are adhering to the highest requirement of patient privacy and take the protection of your health data very seriously.
Ordering
We work hard to make sure our pricing is competitive. We can guarantee that you'll never be overpaying for your medication and your medication will be at Recommended Retail Price (RRP) or below.
There is a small fee for delivery and we cap this at a maximum of $15.
Yes, absolutely! If you have a repeat script/token and upload it to Canary that is fine. If you've ordered from us before, your repeat tokens are automatically added to your Canary script wallet/dashboard if you want. You can also receive your repeat tokens back via SMS or email. Just log into Canary, add your repeats to your cart and check out.
Our partner pharmacies are located all over Australia, so depending where you are, you will be matched with the pharmacy best suited to your type of medication and location. Orders may be shipped from an interstate pharmacy that has stock of your entire order. There's no need to worry where your medication comes from, we do the work by finding the right pharmacy for you, so you don't have to! We are working on a pharmacy pick up option soon.
You have the right to request your scripts and have the choice to take them wherever you choose.
We recommend contacting your doctor/clinic or pharmacy and requesting the release of your prescription token(s). We recommend you request your SAS-B or Authorised Prescriber approval documents to use Canary (though this is not mandatory) as they are always good to have on hand. If a clinic is making things difficult, tell them you're happy to contact AHPRA and the ACCC to file a complaint and report. Note* some clinics may charge you an admin fee to get your script tokens and paper work. In rare cases, some may discharge you as a patient and even cancel your existing scripts. We are happy to offer guidance if needed.
No. Canary does not prescribe medication as we are not a doctor or clinic service. You will need to see a practitioner to obtain an eScript.
There are a couple of options. The pharmacy will advise of this and there is an option to place your order on hold and wait for the stock to arrive, which might only be a couple of days. If you can't wait, we can cancel your order and you'll be issued a full refund of that price. We can also remove that item from your order and refund you the difference on that product. If you have been prescribed a medicine that has been discontinued (and were able to order it), we'll issue you a refund and you will need to return to your doctor for another prescription.
We process refunds the same day any order issues occur and provide confirmation of the transaction via email. Refunds usually take 2-5 business days to settle back into your account or back onto your card. This is dependent on your banking service provider. Some banks may take up to 10 business days for this to happen though this is rare.
Canary can accept scripts for compounded products for the following compounding pharmacies: CannCompounding, Carina Day & Night Pharmacy and BMM Compounding. We do not support Dispensed or Marden branded products. Note* Orders for compounded products may take 5-7 days before they are shipped to you as each order is custom made for you. Please take this into consideration when placing an order.
Delivery
Australia Post delivery
Most of our partnered pharmacies offer express post delivery with Australia Post nationwide. Delivery times to capital cities are usually 1-2 days for express post and 2-4 days for standard delivery or outside of capital cities. Please note that we can't deliver temperature sensitive medication by Australia Post, as we're unable to guarantee it'll arrive in appropriate condition.
Courier delivery
Our partnered pharmacies may have their own preferred courier services. They are detailed as part of your ordering process. All deliveries need to be received by an adult over the age of 18, and the courier will check ID.
We have a maximum shipping rate of $15.
Australia Post delivery
If your order contains controlled substances, Australia Post will need a signature on delivery. If you're not home, the package will be taken to your local post office for you to collect when convenient. We recommend customers use an Australia Post Parcel Locker if possible.
Courier delivery
An adult over the age of 18 needs to be available to sign for the delivery. The courier will ask for valid government-issued photo ID to verify the recipient's age. If nobody is home, the courier will return the medication back to the pharmacy.
For courier deliveries, the driver will ask to see valid government-issued photo ID, to verify the medication is being handed to an adult over the age of 18.
All ID must be in its original form (i.e., not photocopies or photos of IDs). Only the following ID will be accepted:
- Australian State or Territory driver's license;
- Australian State or Territory learner's permit;
- Australian passport;
- Foreign passport; or
- Proof of age card.
As part of the delivery process, the driver may scan the recipient's ID into their app. This ensures there's an audit trail that the medication was handed over to an adult.
If the driver is not able to meet these requirements, the delivery will be returned to the pharmacy. If the medication can be taken back into stock we will refund the cost of medication, but delivery can't be refunded.
If ordered before 1pm most pharmacies can ship the same day. Most medications are delivered within 2-3 days. The delivery time can vary depending on factors like your delivery location, stock availability, delivery service provider etc. Note: Orders that contain compounded products may take up to 10 days to be delivered as they are custom products made to order.
Experiencing an issue?
Canary can only accept electronic prescriptions that are valid and have the correct data. They have to be 'Active'. If you saw an error saying your script has been 'Dispensed', is 'Ceased', 'Cancelled' or 'Expired,'' it means you can't use that token again, even if you go to a local in-person pharmacy. You will need a new prescription. If you have received a message of 'Deferred', please see your last dispensing pharmacist in person to discuss. If you have received some other error, please contact us.
Most states do not allow substitutions for plant medicine as this is a state health department rule, even if stated by a doctor. These 'open' scripts are not allowed and Canary does not accept them.
If you suspect there is a product quality issue eg. mould, broken packaging (lid, dropper, tub etc.) please stop taking the medication immediately and contact us. Please be as detailed as possible in your message and include photos and/or video of the issue as well as the product name and batch number. If you have consumed the product, Canary and the pharmacy is unable to offer a refund or replacement as it is a scheduled medication. We require proof and the return of the product so we can investigate and take the appropriate action.
As plant medicine is relatively new, products may be received passed the labelled expiry date. Usually when this happens it is accompanied with an Expiration Extension Letter. This will have the new expiry date stated and confirms that the product has undergone continous and additional testing that authorises the extended expiry date. The Expiry Extension Letter generally details the additional shelf life testing that has been done.
If this letter is missing, please contact us and we will follow up with the dispensing pharmacy. In the rare case an expired product that hasn't been extended was sent to you, we will organise a refund or replacement with the dispensing pharmacy. Please reach out to us first to discuss and potentially rectify the issue before making a complaint.