Patient Guide

Occasionally the pharmacy needs to adjust an order before it can be prepared — for example, swapping an item that isn't available or updating a price. When that happens, nothing goes ahead until you've had a look and given the okay. Here's how it works.

How you'll know

• You'll receive an email from canary letting you know your order needs your attention.
• On your Orders page, the order will show a red ! marker.

Reviewing the changes

1. Sign in and open the order from your Orders page.
2. Read through the notes on the order — they explain exactly what has changed and why.
3. Check the updated items and the new total before deciding.

To approve

Select Accept and pay. Your card is only charged once you accept, and you'll see the full amount before you confirm. Once payment goes through, the pharmacy is notified straight away and begins preparing your order. You'll also receive a payment confirmation email.

Please don't use the same prescription to order elsewhere while a change is waiting for your response — doubling up can lead to your order being cancelled, and refunds can take a little while to process.

To decline

If the changes don't suit you, choose Cancel order instead and confirm when asked. If you don't see a cancel option, canary handles cancellations for you — just send the team a message. If you had already paid anything towards the order, it's refunded to your original payment method automatically. Your prescription becomes available again so you can reorder whenever you're ready.

Need to talk it through?

If you're not sure about a change, you don't have to decide straight away. Send the team a message through the chat on the order page and they'll help you work out the best option.