As the holiday season quickly approaches, the Felix team has been working to get a head-start as we anticipate an increased volume of demand over the next month. While we expect minimal disruption to refill schedules, we would like to keep the communication open between our internal team and our broader Felix community to minimize delays and set realistic expectations for delivery and support this season.
Postal services are expected to be busier than usual this year in light of COVID-19, so while it is our hope that our Felix community will not be impacted by any delays, please understand that this is an unfortunate reality from time to time. You can read more from the Canada Post website here. All patients have a 21-day grace period from the date the package was shipped to reach out to customer support to raise awareness of any lost, undelivered, or missing parcels.
Should you find yourself needing your medication urgently, you are able to transfer your prescription to a local pharmacy to collect a refill and you can transfer back to Felix after that to continue to receive free delivery for all future refills. This requires getting in touch with a local pharmacy to request that they contact our pharmacy partner to proceed with a transfer on your behalf. Feel free to reach out to customer support for more information on this if need be or to transfer back after collecting a refill externally.
Should you need your refill earlier than scheduled or are worried about experiencing potential postal delays, feel free to utilize the Early Refill Request feature within your Felix account under the “Prescriptions” tab, or reach out to customer support to assist you with this.
Our pharmacy partner will be operating under regular business hours (Monday through Friday 9am-5pm) with the exception of Christmas Day, Boxing Day and New Years Day. The pharmacy will be open and operating on Christmas Eve, December 29th, 30th and 31st.
Our customer support team will be available to assist you under regular business hours (Monday through Friday, 9am-5pm) up until December 24th, when our limited holiday support hours will begin. Customer support will be unavailable on Christmas Day, Boxing Day and New Years Day. Please note that we do expect to receive a high volume of requests in between these dates and so we do appreciate your patience as we navigate through your requests and inquiries while working remotely over the holidays.
The Felix team would like to wish you all a safe, happy and healthy holiday season!