Shipping Policy

How do we ship?
Orders are processed and shipped Monday through Friday from 9:00 am to 5:00 pm MST. Depending on the volume of orders we receive, processing can take between 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. Orders will be shipped via Canada Post or delivered via other couriers for qualifying orders in Edmonton and surrounding areas.

Please allow 48 hours for the tracking information to become available. If you haven’t received your order within 2 days of receiving your shipping confirmation email, please contact us at order@palisadespharmacy.ca with your name and order number, and we will look into it for you.

How much do shipping and deliveries cost?

Deliveries:

• Within the City of Edmonton: Delivery of non-prescription products to Edmonton can be set up for a $10.00 delivery fee. We will call or email you once your order is ready to set up an appointment for delivery. You must be home to receive the delivery. Delivery is available Monday thru Friday between the hours of 10am and 6pm and Saturday between the hours of 11am and 5pm.

• Outside of the City of Edmonton: Delivery of non-prescription products to surrounding areas including St. Albert, Sherwood Park, Spruce Grove and Stony Plain can be set up for a $15.00 delivery fee. We will call or email you once your order is ready to set up an appointment for delivery. You must be home to receive the delivery. Delivery is available Monday thru Friday between the hours of 10am and 6pm and Saturday between the hours of 11am and 5pm.

• Free Delivery on Orders Over $75: Orders over $75 before taxes and after any discounts are eligible for free delivery in Edmonton or the surrounding areas of St. Albert, Sherwood Park, Spruce Grove and Stony Plain. We will call or email you once your order is ready to set up an appointment for delivery. You must be home to receive the delivery. Delivery is available Monday thru Friday between the hours of 10am and 6pm and Saturday between the hours of 11am and 5pm.

Domestic Shipping (Canada):

Standard Shipping:

We offer $20 flat rate shipping within Canada. Any orders above $75 (CAD) after discounts have been applied will qualify for free shipping.

Standard Shipping typically delivers within 3-7 business days (depending on location, weather conditions, holidays, and any courier delays).

Express Shipping:

We offer $25 flat rate shipping within Canada. Express Shipping typically delivers within 1 to 3 business days.

In-Store Pickup (Edmonton, AB):

You can skip the shipping & delivery fees with free local pickup at 12802 137 Ave NW, Edmonton, AB. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1 business day. We will send you an email when your order is ready along with instructions.

Our in-store pickup hours are 9:00am to 5:00pm Monday to Friday, 10:00am to 2:00pm on Saturdays. Please have your order confirmation email with you when you come.

International Shipping (United States):

We offer international shipping only to the United States. We offer a $25 flat rate standard shipping within the continental United States. We are currently only offering standard shipping for international orders. Orders typically take 1 to 2 weeks to deliver.

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Palisades Pharmacy is not responsible for these charges if they are applied and are your responsibility as the customer.

What happens after my order has been processed?

Once your order has been processed, it will be picked and packed at our store. Once the courier comes to pick up your order, you will be emailed a tracking number or will receive a phone call with a status update for local deliveries within Edmonton.

What happens if my package is lost or stolen?

We know that occasionally packages may get lost or misdelivered within our carrier systems. In such cases, if a package is marked as lost and not delivered by the carrier, we are committed to replacing or refunding your order. However, once a package is marked as delivered to the correct address by the carrier, we want to remind you that the responsibility shifts to you to ensure the security of the package. If, unfortunately, a package is stolen after being marked as delivered, we cannot be held liable for its loss.

Have additional questions?

If you have additional questions about shipping, packages, or tracking, email order@palisadespharmacy.ca or call 780-406-0808.

Return Policy

If you are not completely satisfied with your order, please contact us immediately and we will be happy to find a resolution.

We accept returns within 30 days from the delivery date or in-store purchase. Refunds on in-store purchases require a receipt. Unused and unopened items in its original packaging can be returned for a full refund. Gently used (more than 80% remaining) or opened products can be returned for store credit. The product must not be expired.

Conditions for returns:

• In order for the goods to be eligible for a return, please make sure that:

• The goods were purchased in the last 30 days and were not final sale items

• The goods are in the original packaging

The following goods cannot be returned:

• The supply of goods made to your specifications or clearly personalized.

• The supply of goods which according to their nature are not suitable to be returned, for example goods which deteriorate rapidly or where the date of expiry is over.

• The supply of goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

  • For example, prescription items and supplements.

• The supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.

Returning Goods

You are responsible for the cost and risk of returning the goods to us. You should send the goods to the following address:

12802 137 Avenue NW, Edmonton, AB T5L 4Y8

We cannot be held responsible for goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the goods or proof of received return delivery. Alternatively, you can return your online order in-person at our store location to avoid shipping costs.

Damaged Products

If you received a damaged product, please email order@palisadespharmacy.ca with photographs of the damaged product. Damaged products must be reported within 2 business days of receiving the order. We will determine what further action to take if any, but we will do the best we can to come to a satisfactory resolution.

Contact Us

To initiate an online return, please email orders@palisadespharmacy.ca and reference the invoice number of your order.