Your questions answered.

We’re a healthcare provider that believes in health autonomy.

We think you should have the power to choose better.

Good health is your right, and your choice. So our experts are here to show you what treatments are out there, and what’s safe. But you get to decide what’s best.

Consult with licensed doctors and pharmacists online. Get advice and suggestions on what medications are safe for you. Choose the option that’s best for you, and get deliveries to your door as often as you need.

Treated is for anyone over 18 who wants to take control of their health.

Whether you’re looking for expert advice on a specific health issue, or just want to make getting your regular medication easier, we can help you find what you need.

Physicians, pharmacists and specialists: we work with experts from a range of areas. For example, some have specialist experience in sexual and reproductive health (like our Clinical Lead, Dr Daniel). Others have spent years working in pharmacy and know their way around different medications. We’ll always try to match you with the right person depending on what you’re looking for.

The clinicians you consult with are licensed to practice in Canada. You’ll always be able to see their registration number and check out their credentials when you interact with them.

Each member of our medical team also has their own profile where you can find out more about them.

We work with Pillway, a licensed pharmacy with dispensing hubs in Ontario and British Columbia. Pillway fulfils all of our prescriptions.

It all starts with a consultation. You can do this online, in your own time, so you don’t need to book an appointment or organize a call. We’ll ask you a few questions so we can get to know you better, and get a picture of your health. Sometimes, we’ll drop you a message if there’s anything specific we need to know that isn’t covered in the consultation.

Then we’ll make personalized recommendations for you. We’ll show you which medications are safe. But we know that you might prefer a particular brand or have a price range in mind. So you’ll get to choose the one option that suits you better.

After you’ve chosen your preference, we’ll create a prescription for you, and this will be dispensed from the pharmacy we work with. When it’s ready, they’ll ship your order to you by special delivery. This normally takes 2-5 days.

When you subscribe to a treatment plan, we’ll carry on shipping your medication as often as you’ve chosen to get it. This might be every month, two months, three months or longer depending on your package.

We’ll stay in touch regularly to make sure your treatment is working for you. And when it’s time for your refill, we’ll let you know.

Our consultations are all online and only take a few minutes. You can do them at any time that suits you.

When you start a consultation, you’ll be asked a few questions about your health, and anything else that’s relevant to the treatment you’re looking for. Based on your answers, we’ll show you some options that we think could be right for you, and you can choose your preference.

The clinician will review your information and your preferred choice of treatment. They’ll tell you if your preferred option is right for you, or recommend any alternatives they think could be better. Sometimes, they’ll message you if they need more info or want to ask anything specific.

You’ve got the option to ask the clinician a question after your consultation too if there’s anything else you need to know.

Usually about 3 or 4 minutes. Sometimes, they might take a little longer if there’s more to cover.

If you have one before 5pm, the clinician will normally get back to you with advice and treatment suggestions on the same day. If you have one after 5pm, you’ll usually hear from our clinician the morning after.

Sometimes this can take a little longer if we need more info from you. But if we do, we’ll always message you right away to let you know.

Yes.

We know health, but you know you. We believe in shared decision-making. So you can tell us if you have a treatment in mind, or we can help narrow down some options for you.

If it’s regular treatment you need, you’ll also get to choose a quantity (how much you need) and a frequency (how often you want it delivered). Again, we’ll help to narrow down the doses and quantities we think are safe for you, so you can choose the right one.

Good health is a partnership between you and an expert. So if the clinician thinks the preference you’ve chosen might not be right for you, they’ll suggest alternatives. If they can’t recommend a specific treatment or think you need to see a doctor or specialist in person, they’ll point you towards someone who can help.

You can ask the clinician a question anytime you need to.

If you’re subscribed to a care plan, you’ll get access to clinicians for the whole time your subscription is active. If you’ve come to us for a one-off treatment, you get access to them for a whole year after.

Just log in to your account and drop them a message. It can be about anything health related, and doesn’t have to be about the specific thing you’ve consulted about.

Basically, all of our prescriptions are digital.

The clinician will create an e-prescription for you when you’ve agreed on a treatment. They’ll forward this to the pharmacy to be dispensed.

Yes. Some of our medications are available on a subscription plan. When you get a prescription for these, it can remain valid for a month, three months, six months or a year depending on the medication. So you’ll carry on getting repeat deliveries of your medication for as long as your prescription is valid.

If you’re subscribed to a treatment plan and your prescription is running out, we’ll catch up with you to see how your treatment is going. If everything with your treatment is going well and you want to continue, we’ll issue you a new prescription. But if it’s not working out for you or you want to change your medication, we’ll go through some other alternatives with you. You can then choose something else and your prescription will change straight away.

Not everything. Some of our medications are only available as one-off options, because you’ll only use them once or for a short period of time.

Sometimes you might be able to get a repeat prescription for these medications, but we won’t keep on delivering them automatically. You’ll need to have a consultation for a repeat prescription so we can make sure your treatment is still right for you.

Yes. If you’re subscribed to a treatment plan, you can pause or stop it any time. You can easily do this from your account by pressing a button.

If you want to restart your subscription after you’ve paused it, you can do this from your account too. How long you leave it on pause for is up to you.

If your prescription is still valid, you won’t need to take a consultation again when you restart your subscription. Your plan will just resume.

But if your prescription has expired since you paused, you’ll need to answer a few health questions just so we can check if anything has changed.

All you need to do is sign in to your account and hit the ‘Edit’ button on your plan. You’ll be asked what it is you’d like to change: whether it’s your medication, the dose, the amount you get or how often you get it.

Some changes will become active right away. If you’ve requested a change in medication, the clinician will just need to check this first to make sure it’s safe for you. It doesn’t normally take very long for them to review a change; usually they’ll get back to you on the same day.

Because sometimes a one-off is all you need.

Our subscriptions are mostly for long-term medications you use continuously or for a set number of months. But some medications you only need to take once or for a very short period of time. So for any medication that doesn’t require a repeat prescription, we’ll offer it as a one-off.

When you come to us for one-off treatment, you’ll still get access to an expert. You’ll be able to ask them anything you need for a whole year after getting treatment. We’ll also stay in touch with you after you’ve finished your treatment just to make sure it’s worked for you, and give you any other advice you need.

You’ll need to do your consultation online, but we can talk you through it over the phone. Or if you’re halfway through and get stuck, you can call us for help.

The clinicians might call you over the phone if there’s more information they need, and sometimes it’s easier to do it this way than to send you a message. But they’ll always let you know first to expect a call so you can make sure you’re ready, and in a place where you can talk.

If you’re unhappy with the treatment we’ve suggested, you’ve got the option to ask for something else. The clinician will take a look at the selection they’ve suggested and see if there’s another treatment that could work.

But if there still isn’t an option there you’re happy with, it’s probably best to speak to your regular doctor in person. The clinicians will always put your health first and only offer what they think is safe for you. If they can’t offer something specific, they’ll usually tell you why.

Sometimes, having an in-person consultation with a doctor means that they can do a more thorough examination, and make recommendations that a clinician can’t online.

If we don’t think any medications we have are safe for you, we’ll tell you. And we’ll give you a reason.

This might be because of something in your medical history, or another medicine you’re taking. But sometimes it might just be that we don’t think any treatment we have will help you.

We won’t just leave it there. If we can’t help you, we’ll point you in the direction of someone else that can: whether it’s your family doctor, your local health services or a specialist.

And if you don’t get treatment, you won’t pay for your consultation.

Call 911, or go to the hospital. We can’t help or offer advice in emergency situations, so you should get help in person.

Yes. You can get a one-time delivery of a subscription treatment by choosing a subscription schedule but pausing it as soon as your first delivery of treatment arrives. Your subscription will then be paused indefinitely until you decide to unpause it.

Generally, the treatments we offer on a subscription are the type that you’ll take on a repeat basis over a prolonged period of time. But we understand that sometimes you’ll just want to ‘plug the gap’ by getting this type of treatment once.

One of the good things about our subscriptions is that you can pause and unpause them as many times as you like – so if you wanted, you could just unpause each time you need to reorder your treatment, without the hassle of having to go through the whole consultation each time and select your treatment.

To take an online consultation, find the condition you’re looking for treatment for, and you’ll see a button that says ‘Start’. You’ll then be taken to some questions from our clinician so they can suggest some suitable treatments for you.

Yes, you can get more than one treatment at the same time as long as they’re for different conditions. You’ll need to take separate consultations for each condition you need treatment for, because the questions we ask for each condition are different. If you get more than one treatment from us on subscription, you can also manage these treatments individually.

At the moment, we don’t offer multiple treatments for one condition – but switching treatments within the same condition is easy to do if you want to change to something else.

If you’re already receiving treatment from us for one condition, and take a consultation for a second condition, it’s still important you update your medical profile with the medications you’re already getting from us. This helps our clinicians to make sure they’re offering treatment that’s safe for you.

Everything. The price of your medicine, consultation with our expert, your prescription if your treatment needs one and next-day delivery from our pharmacy.

You’ll also get access to a team of clinicians to ask them anything you want for the whole time you’re subscribed if you’re on a plan, or for a whole year afterwards if you come to us for one-off treatment.

If you’re looking for the price of a specific medicine, you can see it on our list of prices.

We won’t spring any hidden extras on you just before you’re about to pay.

From time to time, we do change our medication prices. But if we do, and you’re on a subscription with us, we’ll always try to give you as much notice as possible so you can talk to us about switching to something else. We’ll also send you an email asking you to review your treatment every time it renews, so you’ll have the opportunity to amend it.

No. You can message the clinicians any time you need to, and it’s free.

You’ll get full access to the clinicians for as long as you’re subscribed to a treatment plan with us. If you get treatment with us as a one-off, you’ll get access to them for a whole year afterwards.

(It doesn’t have to be questions about the treatment you have with us. You can ask us anything health related.)

You can pay by credit card or debit card.

If you’re on a subscription and want to change how you pay, you can do this anytime by logging into your account.

We’ll use your preferred card if you’re coming to us for a repeat of your ‘one-off’ treatment. But if the card you used to pay for your original order has expired, we’ll ask you for new payment details.

No. We don’t accept PayPal payments currently. But we do accept credit or debit cards.

No, we don’t accept cash payments or cash on delivery. The payment methods we accept are credit or debit card.

When you set your plan up, you’ll be asked to select how often you want to receive treatment, and your preferred payment method: credit or debit card.

You’ll make your first payment when setting your plan up, and your repeat payment 5-7 days before your repeat delivery is due to be sent.

If you pause your subscription, your payment will be paused too. If you choose to skip a delivery, you’ll skip that payment.

Yes. You can log in to your account and amend your payment method any time you like. 

We can’t give refunds for returned prescribed medications.

If you want to cancel your order, it’s best to get in touch with us as soon as you can.

Call us if you’re unhappy for any reason or haven’t received your medication.

If you have a health insurance plan that covers private healthcare, it’s possible you might be able to claim back the cost of medication you get through us, depending on your policy. But we can’t process these claims for you: you’ll need to check your policy for more info.

Your medication is shipped from Pillway pharmacy. 

They’re a licensed pharmacy based in Canada, with dispensing premises in British Columbia and Ontario.

The pharmacy will normally ship your medication on the same day they get your prescription. For most medication delivery takes 2-5 working days. 

Sometimes, yes.

Most of the medications we have don’t need to be refrigerated. But for the ones that do, we’ll ship these in a fridge pack so it can stay at the right temperature in transit.

Medications that need to be kept at fridge temperature are usually injectable treatments.

To avoid medication being left in a fridge pack for a prolonged period, we tend not to ship this type of medication on a Friday. But if we delay sending your medication for this reason, we’ll always let you know.

Currently, we can only deliver medication Monday to Friday.

Yes, you will need to sign for your delivery when it arrives. This helps us and our delivery partner to confirm receipt and make sure that your treatment has been delivered to the right person.

Our boxes are a little too large to fit through most letterboxes, so you’ll need to be in to receive your medication delivery.

You’ll get a card through your door letting you know we missed you. You’ll find info on this card on how to rearrange delivery.

If our driver attempts delivery several times but isn’t successful, your medication will come back to our pharmacy. We’ll contact you to see when the best time is for us to re-deliver.

Yes, Treated is available in over 20 countries across the world.

To find our service in your country, hit the country selector at the top of the page.

If you can’t see your country listed, it means we’re not available where you are yet. (But we’re expanding all the time, so watch this space.)

Yes. Your health is between you and the clinician. So everything you tell us is private.

You can read more in our privacy policy.

Because we’re a healthcare provider, we do need to keep some of your info on file for a certain amount of time after you’ve had treatment from us. (We’re required to do this by law.)

It’s normally three years after you last received treatment or advice from us. If you’re pregnant when you get treatment from us, it’s 13 years.

We think it’s good practice to share details about your treatment with your usual doctor. So we’ll ask during your consultation if you want to do this.

For a small number of treatments, we’ve made this compulsory. But for most, you’ve got the choice whether to let them know or not.

You’ve got the option to delete your account. But because we’re a health provider, we’ll still need to keep your info on file for a certain period of time, because we have to by law.

Yes. Basically, there are two types of email we send: promotional emails and service emails.

At the bottom of any promotional emails we send, you’ll see an unsubscribe option at the bottom.

But we’ll send regular updates on the progress of your medication by email too. So you won’t be able to unsubscribe from these emails, because they contain vital info about your medication.

(If you stop using our service, you won’t receive any more of these emails from us.)

If you’ve forgotten your password, you can reset it by hitting the forgot password link. You’ll get instructions on how to recover your account emailed to you.

But call us if you’re still having problems logging in, or can’t remember what email address you used to sign up.