Patient Guide

Every order has its own details page where you can see exactly what you ordered, what you've paid, and how it's getting to you. To open it, go to Orders and select the order number or tap View.

The Details tab

• Your items — each product in the order, with its quantity and price.
• Pharmacy — the pharmacy looking after your order. For pickup orders you'll also see the pickup address and opening hours.
• Payments — your order total, shipping, any discounts, and a record of every payment or refund. If an extra payment was ever needed (for example after a change you approved), it's shown here too.
• Status banner — a plain-English summary at the top, such as "Pharmacy is dispensing your order" or "Order shipped".

The Tracking tab

Switch to Tracking for a timeline of your order's progress. Once it has shipped, your tracking number appears here along with a View tracking link to the courier's website where available.

Things you can do from this page

• Accept and pay — if your order is waiting on payment or approval, you'll see this option front and centre.
• Remove an item — while an order is still pending, you can remove individual items (the pharmacy is notified automatically). The last remaining item can't be removed — cancel the order instead if needed.
• Cancel order — where canary offers self-service cancellation, this is available while the order hasn't been completed or shipped. Anything you've paid is refunded automatically. If you don't see the option, just message the team and they can cancel it for you.
• Report an issue — choose the type of issue, describe what happened, and it goes straight to the team as a chat message so you can follow the conversation.

If anything on the page doesn't look right, send the team a message through the chat — they can see the same order details and will sort things out with you.