Patient Guide

Beyond the chat, canary has a contact form you can use any time — whether you have a question about an order, your account, or anything else. You don't even need to be signed in to use it.

Using the contact form

1. Open the Contact us page.
2. Enter Your email so the team knows where to send their reply.
3. Add a short Subject describing what you need.
4. Write Your message — up to 1,000 characters is plenty of room for the details.
5. Complete the quick security check if one appears, then send.

You'll see a confirmation on screen — "Thank you, we've received your message." — and your message goes straight to the canary support inbox. Replies arrive by email, so keep an eye on your inbox (and your spam folder, just in case).

A small note on resending

To keep the form safe from misuse, there's a limit on how many messages can be sent in quick succession. If you're asked to wait a moment before trying again, your earlier message has usually already gone through — there's no need to send it twice.

Which option should I use?

• Chat — best for anything about a specific order, since the conversation is linked to it and the team can see the details.
• Report an issue on an order — best when something has gone wrong with a delivery or an item.
• Contact form — best for general questions, account help, or when you can't sign in.

Whichever way you reach out, include your order number if your question relates to an order — it helps the team find everything quickly and get back to you sooner.