Patient Guide
Step-by-step help for using canary.
This guide is a work in progress and will keep improving over time. Some details may vary depending on how things are set up. If something doesn't look right, please
contact us.
Your Orders
Tracking your order
This article refers to the Orders screen.
Open it in a new tab
You can follow your order every step of the way, from the moment you place it until it arrives. This article explains what each status means in plain English and where to find tracking details.
Where to look
- Sign in and open Orders from your dashboard.
- Each order shows its date, order number, current status and total.
- Select an order (or tap View) to open its details, then choose the Tracking tab to see a timeline of everything that has happened so far.
What the statuses mean
- Waiting for confirmation — we've received your order and the pharmacy is reviewing it. Sometimes you'll be asked to confirm and pay before things move ahead.
- Dispensing — the pharmacy is preparing your medication.
- On hold — something needs a quick check before your order can continue. The team may contact you, and the reason is usually shown on the order page.
- Ready for pickup / ready for shipping — your order has been prepared. If you chose pickup, the pickup address and opening hours are shown on the order.
- Shipped — your order is on its way with the courier.
- Complete or Delivered — your order has arrived. All done!
- Cancelled or Refunded — the order was stopped, and any payment is returned to you.
Courier tracking
Once your order has shipped, the Tracking tab shows your tracking number and, where available, a View tracking link that opens the courier's live tracking page.
If something needs your attention
A small red ! next to an order on your Orders list means it's waiting on you — for example, a payment or a change to approve. Just open the order and follow the prompts. If you're ever unsure, message the team through the chat and they'll be happy to help.
