Your Medication & Shipping
Find information about your medications, prescriptions, shipping, delivery timelines, and order tracking.
22 articles
- What does “Ready to ship” mean on my order?“Ready to ship” means your order is confirmed and shows the date your medication will be sent out.
- When does my medication ship, and how do I track it?Your order ships in line with the delivery date you selected, and your tracking number is sent automatically once it's on its way.
- My delivery is late or didn't arriveIf your package is delayed or a delivery was missed, we'll work with the courier to get it to you and keep your medication safe.
- How do I store my medication, and what if it arrived warm?Your medication should be refrigerated. If it arrived warm, refrigerate it and contact us before using it — our pharmacist will confirm whether it's still safe.
- My pen or needle is defective, or my medication leakedIf a pen or needle isn't working properly, our pharmacy team will review it and arrange a replacement so you don't miss a dose.
- Tracking your deliveryOnce your tracking number is issued, it's the most up-to-date source for where your package is. Here's how delivery works and when to reach out to us.
- Can I change or reschedule my delivery date?Yes, you can reschedule your delivery. Reach out as early as possible, and note we don't offer weekend delivery.
- Why does my order say “cancelled”?An order can show “cancelled” for a few reasons. In most cases we can quickly set it back to active.
- My branded pen (Ozempic, Mounjaro, Zepbound) is defectiveFor a defective branded pen, the manufacturer handles replacements directly. Our pharmacy team will guide you and provide the contact details.
- Cold-chain shipping: is my medication safe in transit, and how do I store it?Your medication is packaged to stay within its safe temperature range in transit. Here's how to check it and store it once it arrives.
- Do I have to be home to receive my delivery?In most cases an adult signature is required. If you're not home, the courier reattempts the next business day.
- My package couldn't be delivered or was returned — what now?If a delivery is missed, the courier reattempts the next business day. If a package can't be delivered and comes back to our pharmacy, reach out quickly, as cold-chain medication…
- My package is lost, didn't arrive, or arrived damagedContact us as soon as you can if a package is lost, never arrived, or the medication arrived damaged. The sooner we know, the more we can do.
- Can I return my medication?For safety reasons, dispensed prescription medication can't be returned, and all sales are final.
- How long will it take to get my medication?Often faster than you'd expect: practitioner review usually within 24 hours, then 1 business day to fill, then delivery based on your location.
- Is your packaging discreet?Yes. Every shipment is plain and unbranded, with no mention of medication, weight loss, or Kinro on the outside.
- How much does shipping cost?Nothing. Shipping is free with every Kinro order, anywhere in Canada.
- What courier do you use?It depends on where you live: our own courier inside the GTA, and Purolator everywhere else in Canada.
- Why do I see multiple or duplicate orders in my account?Seeing more than one order is usually a duplicate created in error. Contact us and we'll cancel the extras so only one remains.
- How long can I store my medication once it arrives?Storage time depends on the medication. Refrigerate it on arrival, and follow the manufacturer's guidance for how long it stays stable.
- My tracking says “receiver unavailable” but I was homeThis usually means the courier couldn't complete the delivery for a logistical reason. We'll look into it and arrange redelivery.
- Do you ship to my province?We serve Ontario, Alberta, and Quebec. If you're elsewhere, we may still be able to send your prescription to a local pharmacy.