Seeing your order marked “cancelled” when you didn't cancel it can be confusing. Here's what usually causes it and how to fix it.
Common reasons
Editing your delivery date after confirming sometimes resets the order's status.
A payment that didn't complete can leave the order unconfirmed.
An address in a province we can't ship cold-chain medication to may have been flagged.
How to fix it
Contact our support team with your order number. In most cases we can change the status from cancelled back to pending or active so you can complete it and choose your delivery window.
Will I be charged twice if I redo the order?
No. If a cancelled order is corrected and completed, you're only charged once. If you were accidentally charged on a duplicate or cancelled order, let us know and we'll refund it.
No content in our Help Center should ever be used as a substitute for direct medical advice from your practitioner or another qualified clinician.