Frequently Asked Questions

How can we help you?
General

Are you just like any other pharmacy?

Our affiliate pharmacy can refill any type of medication and/or provide you with any type of services you would normally receive from a regular pharmacy. However, with Airix, you can opt to receive your medication or ask for a service, such as a consultation, remotely, without ever stepping foot outside or waiting in line.

What can I do with Airix?

Sign in to your Airix account to view your up-to-date pharmacy medication list, upload photos of your prescriptions, order your prescriptions, track the status of your refills, chat with your pharmacist, view your past orders and bills and track your active shipments.

Can I order my medication at another pharmacy?

Patients have the freedom to choose their pharmacy. At any moment in time, you can order medication from another pharmacy if you wish to. However, for your safety, it is important to mention this to your pharmacist so that he/she can take into account medication you take elsewhere when evaluating your file for potential interactions or side effects.

Why do I need to verify my ID?

We verify the identity of all users to ensure a safe and secure experience and to prevent fraud. This is in line with provincial regulations. Your proof of ID should be a photo of a government-issued ID, such as your health insurance card, your driver’s license, or your passport. Any information you send us is encrypted and used solely for the purpose of account verification. The photo of the ID submitted to us is deleted once the account is verified. Please view our Privacy Policy for more information.

Is my personal data safe and who has access to it?

Your personal data is secure & confidential. Access is limited to authorised pharmacy staff members only. For more details, please view our Privacy Policy. We will NEVER sell your personal information.

Are you qualified to handle my prescriptions?

Absolutely, you will be in good care. All pharmacists at our affiliate pharmacy are registered healthcare professionals licensed to practice in Quebec.

How do I sign up?

You can sign up online within our mobile application, available for download in the App Store or via Google Play. You can also give us a call at (514) 657-8996.

What do I need to sign up and how long does it take?

It’s helpful to have your insurance card(s) on hand, as well as a copy of your current list of medication(s). The sign on process usually takes about 2 minutes in total. Once submitted, the pharmacy will review your file and send you a notification via Airix to confirm everything.

My prescriptions are at another pharmacy, do I need a new prescription to become a client

If you have existing refills for your medication at another pharmacy, we can transfer your file over at your request. Give us a call at (514) 657-8996 or even better, ask for a transfer with our mobile application: you can opt to either simply identify your current pharmacy, or take a picture of your medication label(s). A member of our pharmacy team will take care of the rest and send you a notification once your file is transfered. Please allow a small delay for everything to be processed. Sometimes, transfers can take a little longer than anticipated depending on how quickly the other pharmacy can process our request.

Orders

I have a prescription. How do I refill it?

There are four ways you can send us your prescription:

1. Download our mobile application and use our interface to take and upload a clear picture of your prescription.
2. Fax us your prescription at (514) 657-8997
3. Email us your prescription at info@airix.co
4. Come and see us in store at 5026 park ave, Montreal, QC, H2V 4E8

Please keep your prescription in a safe place, we will need the original copy to process your order. A member of our pharmacy team will be in touch.

when will I receive my medication after i place an order?

If you live in the Montreal Metropolitan area (including Laval and the South Shore), we will deliver your medication on the next business day. For urgent or same-day deliveries, give us a call at (514) 657-8996 and we will try to accommodate your request.

If you live outside of Montreal, but within Quebec, we will ship your medication with Canada Post. Please allow a 48 hour delay.

At your choosing, you can also come pick up your medication in-store at our pharmacy:

Pharmacy M. Bourkas & J. M. Han
5026 Park ave
Montreal, Quebec
H2V 4E8

Don't forget, you can always select your preferred method (shipping, delivery or pick-up) via the Airix checkout screen.

I need my medication right away! How should I proceed?

For urgent orders, you can contact a member of the pharmacy and we will gladly assist you. Please give us a call at (514) 657-8996.

Can I get my medication for several months at a time?

Chronic medication that is taken on a regular basis can be refilled for 60 or 90 days. Speak to your pharmacist to see if this is a good option for you.

Billing

Do you accept my insurance?

We accept all major Canadian insurance carriers (Sun Life, Great West, Manulife, Blue Cross, etc) as well as the Quebec Health Insurance Plan. If you have doubts, please give us a call at (514) 657-8996 and we can run a compatibility check.

Shipping

Is it safe to have my medication shipped?

Yes, it's safe. Shipping is provided by Canada Post. Your prescriptions will be in an unmarked, discreet parcel to protect your privacy. We will also apply tamper evident seals to safeguard your package. At the time of shipping, a tracking number will be provided so that you can track your shipment in real time.

If your medication requires refrigeration, we will use specific temperature-safe packaging and expedited shipping.

Please note that we do not recommend having medication deposited inside unlocked mailboxes for security reasons. We also do not recommend having medication shipped to mailboxes located outdoors to prevent humidity or temperature extremes in the summer and winter time which can affect the integrity of your medication. If one of the above situation applies to you, and you cannot be home to receive your package, please consider having your package delivered to your workplace.

Can any medication be shipped?

Most medication can be shipped, including pills, syrups, creams, etc. Some medication may require a signature upon receipt. In the event of special circumstances, you will always be notified and a member of the pharmacy team will be in contact with you to make arrangements.

How will you prevent my medication from being stolen or lost?

Parcels are sent in a discreet box in order to mask its contents. A tracking number is provided to ensure prompt and accurate shipment. For your safety, we do not leave medication parcels in unlocked mailboxes located outdoors.

What happens if my medication gets lost or stolen?

In the unlikely event that your shipment is missing, please contact us as soon as possible so that we can arrange for a replacement.

Will I be charged for shipping?

No, shipping is on us!

Refunds

I’m not satisfied with a purchase. Can I get a refund?

Customer satisfaction is important to us. If for any reason you are not happy with your purchase, please contact us within 7 days from the original date of purchase. Returns will ONLY be offered if the product is in its original packaging, unopened, in sellable condition, and with receipt. Returns will be provided in the same tender that the purchase was paid in.

However, for sanitary and safety reasons, some items cannot be returned. Return exclusions include: breast pumps, prescription drugs, products that contain codeine and special orders.

Support

I think there’s a mistake in my order?

If you believe that there’s been a mistake in your order, please contact us as soon as possible so that we can understand what happened and correct the issue. Please know that we take all complaints very seriously as we strive to provide our clients with the best possible experience.

How do I give feedback about my experience?

We want to hear from you! If you have any comments about your experience with our Product or Service, please share with us by emailing us at support@airix.co. Alternatively, you can call us directly at (514) 657-8996.

Have a Comment?

Share your thoughts with us!

Email us: info@airix.co
Call us: (514) 657-8996

Contact Support

Didn't find what you were looking for?

Email us: support@airix.co
Call us: (514) 657-8996