Frequently Asked Questions

Our mailing address is the following:

• PO Box 55057
• RPO Dakota Crosing
• RPO Dakota Crosing
• R2N 0A8

IMPORTANT NOTICE: Please be sure to include 3 forever stamps on the outside of your envelope when mailing your prescription(s) to us or please use 1 international stamp.

All items requiring refrigeration are shipped with Canada Post Express with a tracking number, using an insulated container and gel packs. Packages take approximately 3-5 business days to arrive depending on the season. Packages not requiring refrigeration will take approximately 1-2 weeks to arrive. Disclaimer All packages require signatures to be received. If no one is available to receive the package, it may need to be picked up at the local post office. Unclaimed packages will be returned to sender at the customers expense. Packages are shipped Monday through Thursdays, we recommend re-ordering early during busy holiday seasons. After shipment GSW transfers the responsibility in full to the customer to ensure the package will be received on time.

We are able to dispense up to a 3 month supply of medication at a time.

If you are ordering a prescription drug, yes. All our insulin products also require a prescription. To make things easier, once you place your order you can provide us with your local pharmacy’s information or doctors information and our pharmacy team can retrieve the prescription for you.

If your prescription isn’t showing or your refill section shows as empty, please contact us. Our customer support team will help you. We’ll verify that your prescription is valid and linked correctly.

Yes, if we receive a new or renewal prescription, our team will confirm it with your doctor before processing the medication order.

Yes, we accept valid prescriptions from licensed healthcare providers in the U.S. for all eligible medications.

You may send your prescription to us via the following methods

1. Email a copy of your prescription to support@PolarBearMeds.com
2. Fax a copy of your prescription to our toll free fax number: 1-888-348-6515.
3. Text a copy of your prescription to: 1-431-303-4980
4. Under your authorization and consent we can contact your doctor’s office/local pharmacy and request for a prescription transfer request.
5. Mail your prescription directly to us.

We currently do not accept insurance as a form of payment. However, we are able to provide customers with medical expense reports to make insurance claims.

Yes! Call us at 1-888-779-2193 and ask for a pharmacist if you have any questions about your medication.

Due to the ever changing market our contracted pharmacies might not have all medications available for sale. If you do run across a medication you would like to order, please feel free to give us a call toll-free or initiate a chat with one of our customer care representatives. We would be more than happy to see if it is a medication that one of our contracted pharmacies can source for you!

Yes. Your doctor can fax or email the prescription for the medication directly to us. Doctors can also call in a verbal or send the RX via e-scribe. We can also have a transfer made from a local U.S. retail pharmacy to Polar Bear Meds. Please ensure they include your full name, date of birth & contact information so we can match it to your account.

You can place an order for your medication online through the Polar Bear Meds website. Upload a valid prescription, add your medication to the cart, and proceed to checkout. Visit our "How to Order" page to learn more.

If your medication arrives damaged, you can file a claim under our “Shipping Insurance”. You must submit your claim within 15 calendar days of the expected delivery date to support@polarbearmeds.com. Please include your order ID and tracking documentation.

All temperature-sensitive medications are shipped in insulated packaging with ice packs to maintain safe temperatures during transit and are handled with extra care. Each package is handled with extra care and includes a temperature monitor to track any potential temperature excursions.

Yes! We ship to all states including Alaska and Hawaii.

Should your shipment not arrive within 10 business days from the date shipped, a member of our loyalty team will be in contact with you. We do not accept returns on any medications. However, should there be a defect with the supply that was sent to you, please do not hesitate to give us a call.

If your medication delivery exceeds 10 business days past the estimated delivery date, you will be eligible to make a claim for our shipping coverage. However, this insurance is an optional $9.99 fee at checkout. If you pay for it, you are eligible to file a claim.

No. Claims from an incorrect customer-provided address are excluded from our shipping insurance coverage.

Yes, in most cases, a signature is required to ensure safe delivery of prescription medications. This primarily applies to temperature-sensitive medications. Signatures are generally not required for dry, oral solid medications.

We charge a flat rate for shipping , Refrigerated items – $29.99 , Non-Refrigerated items – $14.99.

Yes, you will receive a free reshipment of your original medication order after your shipping insurance claim is approved.

No. Polar Bear Meds does not offer free shipping at this time. We currently ship only within the United States at these flat rates:

• Non-refrigerated items: $14.99
• Express Shipping: $29.99

Refrigerated products are charged at one flat rate of $29.99 to all U.S. states. We ship them in insulated packaging with medical-grade gel packs to ensure they arrive safely.

Delivery times depend on whether your medication requires refrigeration:

• Non-refrigerated medications (oral medications and supplies): Shipped via standard shipping and typically delivered within 7 to 14 business days.
• Refrigerated medications (insulin and GLP-1 injectables): Shipped via Canada Post Express and typically delivered within 3 to 5 business days.

A few things that affect your timeline:

• We process and ship orders Monday through Thursday. Orders placed Friday through Sunday begin processing the following Monday.
• Delivery times are estimated from the date your order ships, not the date you place it. Processing typically takes 1 to 2 business days after we verify your prescription.
• During peak holiday seasons, carriers may experience delays. We recommend reordering at least 2 weeks earlier than usual during November and December.
• All packages require a signature upon delivery. If no one is available, the carrier will leave a notice to pick up at your local post office. Unclaimed packages are returned at the customer's expense.

You can check your shipment status anytime by logging in to your account and going to My Orders. Once your order has shipped, a Track Order button will appear next to the Invoice button. Click it to see the latest tracking details for your package.

Once your order is dispatched, you will receive a shipping confirmation email with your tracking number. You can use this tracking number to check real-time updates on your shipment through our Track Your Order page. Simply enter your tracking number and select Track Order to view the latest shipment status.

Important: Refrigerated shipments include a tracking number. If you have not received tracking information within 3 business days after your prescription has been confirmed, please contact our customer support team.

You have multiple options for ordering from Polar Bear Meds:

1. Online (website): The fastest option. Browse medications at polarbearmeds.com, add to cart, upload your prescription, and check out. Available 24/7.
2. Phone: Call us toll-free at 1-888-779-2193 during business hours. A customer care representative can walk you through the ordering process and confirm medication availability.
3. Prescription Upload or Fax: For prescription drugs, you can upload a clear digital photo or scanned copy of your prescription directly on the website after ordering, or have it faxed.

Tip: If you are ordering a medication not listed on the website, call or chat first. Our team can check availability through our contracted Canadian pharmacies before you complete a purchase.

At this time, Polar Bear Meds ships to U.S. addresses only. We do not currently fulfill orders to international addresses outside the United States. All 50 states are covered under our standard and refrigerated shipping programs.

No, we do not currently offer automatic refills. However, we send refill reminder emails to help you remember to place your next order. After you place an order, you can expect a refill reminder about 15 days before you may need your next refill. This gives you time to place your next order and helps you avoid running out of medication.

Important: The reminder does not automatically place or process a refill. You must place a new order when you are ready for your next supply.

Start by checking your tracking number (sent in your shipping confirmation email). If tracking shows the package is in transit, allow the full estimated delivery window before reaching out.

If your package appears delayed or stuck in transit:

• Non-refrigerated orders: Contact us if your package has not arrived within 7-14 business days of the ship date.
• Refrigerated orders: Contact us if your package has not arrived within 7 business days of the ship date, as temperature-sensitive medications have stricter handling timelines.

Reach our support team through any of these channels:

• Phone: 1-888-779-2193 (fastest for urgent shipment issues)
• Email: support@polarbearmeds.com
• Live chat: Available on the website during business hours

If your package was returned to the sender because it was not collected at the post office, reshipping fees apply. To avoid this, make sure someone is available to sign for the delivery or arrange for pickup at your local post office promptly after a missed delivery attempt.

You can add Shipping Insurance Coverage to protect your order against lost, undelivered, or damaged shipments. If your refrigerated medication arrives warm or damaged, please contact Polar Bear Meds Customer Support at 1-888-779-2193 for assistance.

For details about coverage, eligibility, and claims, please review our Shipping Insurance Terms and Conditions.

Our customer support and pharmacy teams can help with prescription issues, account errors, checkout problems, and medication questions.

• Prescription not showing or missing refill: Contact customer support through the contact form or call 1-888-779-2193.
• Prescription verification with your doctor: Our pharmacy team will contact your provider directly. No action is needed from you.
• Payment or checkout error: Contact customer support through live chat or email at support@polarbearmeds.com.
• Medication questions, including dosage or interactions: Call 1-888-779-2193 and ask to speak with a licensed pharmacist.
• Tracking or delivery issues: Contact customer support by phone, email, or live chat.
• For Direct Product Orders or Sales Assistance: If you want to purchase a product directly or need help placing an order, please contact our Sales Team at 1-888-478-2193. They can assist you with the ordering process and answer any sales-related questions.

Our support team is available Monday through Friday from 9 AM–7 PM CST and Saturday through Sunday from 11 AM–5 PM CST.

No. To receive the extra 10% off on your medication, you’ll need to manually enter the coupon code “WELCOMEPB10” at checkout. The discount will be applied instantly to your total. Please note that this discount code is valid only for first-time buyers.

Due to recent changes in international import regulations, we are collecting a $40 USD processing fee on all orders. This may change in the future, and you can find the latest applicable fees on the cart page when you check out. This fee is imposed by the USA administration, and the entire $40 is sent to the USA.

Yes, referral and loyalty discounts are available. Make sure to enter your code at checkout.

Yes we do! Please be advised that price matches are subject to approval. When requesting to price match with a competitor company kindly provide the competitor company’s web url and/or a screenshot of the current pricing on their website. This offer cannot be combined with any other coupon or other special offer(s).

Yes! We periodically offer promotions such as “WELCOMEPB10”. If your code doesn’t work, reach out to us for assistance.

Try resetting your password. If you still can’t access your account, clear your browser cache/cookies or contact support for manual reset assistance.

We are aware of occasional technical issues with address fields. Try using different browsers like Firefox or Chrome. If the issue continues, our team can manually enter your address.

Protecting your confidentiality information is our foremost priority. Canada’s PIPED (Personal Information Protection and Electronic Documents) Act prohibits us from sharing our customer’s personal, medical or financial information to anyone (without your consent) other than the health professionals responsible for filling your prescriptions.

Yes. All our medications are authentic and sourced from licensed pharmacies in Canada, Australia, Cambodia, Denmark, France, India, Mauritius, New Zealand, Switzerland, Turkey, the United Kingdom, and the United States of America. We work only with trusted, licensed suppliers to help ensure the quality, safety, and authenticity of every medication we provide.

They contain similar active ingredients (e.g., tirzepatide or semaglutide) but differ in brand, formulation, and approved use. Consult your doctor before switching between them.

Our medications that we dispense from our partnered dispensing pharmacies may look different as they are are coming from various locations globally. Generic equivalent medications may differ in size, shape, colour and additional fillers. However, these medications contain the same active ingredient as the brand name. Therefore, generic equivalent medications deliver the same therapeutic effect as the brand name medications. If you have any questions or concerns you may contact us at our toll free number located below to request to speak to a Pharmacist directly.

Each vial or pen typically contains four weekly doses, unless otherwise specified in your prescription.

Upon receiving your order, should the insulin be warm, we ask that you store it in the refrigerator. Insulin products can be at room temperature for up to 30 days. Any questions or concerns please do not hesitate to give us a call. You can call our toll-free number,1-888-779-2193.

A generic medication is a medication which is manufactured by a company which was not the innovator. Due to expired patents on certain medications, other manufacturers are allowed to produce and sell the generic equivalent medication at a lower, more competitive price. A generic medication is bio-equivalent, meaning it contains the equivalent active ingredient, to the brand name medication. Due to strict regulations for the generic drug industry, these drugs must provide the same therapeutic effect as the brand name medication. However, there may be some variation to the size, shape and color of the medication.

As long as you have a valid pet prescription, we would be more than happy to assist you. You will need to register a new account and choose “Pet” as the option. You can also place the order by calling us at 1-888-779-2193.

Yes, we carry both vial and pen options for certain medications. Availability may vary by dosage and manufacturer.

Yes, we can set up accounts for licensed healthcare providers who wish to submit prescriptions for their patients.

Monday to Friday 9:00am to 7:00pm Central Standard Time Saturday & Sunday 9:00am to 5:00pm Central Standard Time.

Yes, as long as each person has a valid prescription in their own name.

Polar Bear Meds is not a pharmacy itself, but a certified prescription referral service. We work directly with a network of licensed Canadian pharmacies that comply with all applicable pharmacy board standards.