Frequently
asked questions
Frequently asked questions
About Phoenix
What is Phoenix?
Phoenix is a Canadian online healthcare service that connects eligible adults with licensed Canadian healthcare providers. You begin by completing a secure online health form about your medical history. A provider then reviews your information and decides whether online care is appropriate for you.
Here’s how it works:
- Complete a simple and secure online health form.
- A licensed Canadian healthcare provider reviews your information.
- If a prescription is issued, your medication can be delivered discreetly to your door at no extra cost.
- You can receive ongoing support through provider check-ins and reminders.
Learn more about how Phoenix works.
How does Phoenix work?
Start by completing a secure online health assessment. A licensed Canadian healthcare provider will review your information and decide whether treatment is appropriate. If a prescription is issued, your medication can be delivered discreetly. Ongoing support may also be available through your Phoenix account.
Is it legal to get a prescription online in Canada?
Yes. Licensed healthcare providers can assess patients and issue prescriptions through virtual care when allowed under the rules of the province or territory where both the provider and patient are located. Phoenix connects patients with Canadian healthcare providers who are licensed to practise in supported provinces.
Do I need a referral from my doctor to use Phoenix?
No. You do not need a referral. A licensed Canadian healthcare provider can review your health information and prescribe treatment when clinically appropriate.
How is Phoenix different from other prescription services?
Phoenix offers a secure online assessment process for several health concerns. A licensed Canadian healthcare provider reviews your information and decides whether care can be provided online. If a prescription is issued, your medication can be delivered discreetly, with follow-up support available through the Phoenix platform.
What provinces does Phoenix operate in?
Phoenix is currently available in Ontario, British Columbia, Alberta, Manitoba, Saskatchewan, New Brunswick, Newfoundland and Labrador, Nova Scotia, and Prince Edward Island.
What happens after I submit my health form?
A licensed Canadian healthcare provider will review the information you submitted. They may ask for more details before deciding whether care is appropriate. You’ll receive updates through your Phoenix account. Review times may vary.
Delivery
How does prescription delivery work?
If a prescription is issued, your medication will be shipped discreetly to your address at no extra delivery cost. You can track your order and manage upcoming refills through your Phoenix account.
How much does delivery cost?
Phoenix offers free delivery on eligible prescription orders across Canada.
Ongoing Support
How do online provider check-ins work?
Phoenix may send you an email or text when it’s time for a provider check-in. These check-ins give you a chance to share updates, ask questions, and report any concerns or side effects. Your provider will review your information and decide whether any follow-up or changes are needed.
What if my medication doesn't feel right?
Contact your healthcare provider through the Phoenix platform if you have concerns about your medication or treatment plan. Your provider can review your symptoms and decide whether follow-up, more information, or a change in care is appropriate.
Do not change or stop a prescribed treatment without medical guidance unless you need emergency care.
Can I cancel or pause my order at any time?
You can request to pause or cancel eligible upcoming orders through your Phoenix account or by contacting support. Make sure to submit your request before the order is processed or shipped.
Speak with your provider before changing or stopping a prescribed treatment.
Can I return my prescription medication?
Prescription medications cannot be returned, reused, or resold. If you believe there was an issue with your order, contact support@phoenix.ca and our team will help.
Safety & Side Effects
What should I do if I experience a side effect?
Review the instructions provided with your prescription and contact your healthcare provider as soon as possible. Do not change or stop your prescribed treatment without medical guidance unless you need emergency care.
Call 911 immediately in a medical emergency.
What should I do in a medical emergency?
Call 911 immediately. Phoenix is not an emergency medical service.
For non-urgent concerns, contact your prescribing provider through your Phoenix account or email support@phoenix.ca.
Privacy & Security
Is my personal and medical information safe with Phoenix?
Phoenix uses safeguards designed to protect your personal and health information. Your information is handled in line with applicable Canadian federal and provincial privacy requirements.
Review the Phoenix Privacy Policy to learn more about how your information is collected, used, stored, and shared.
Pricing & Insurance
Does Phoenix directly bill insurance, and will my prescription be covered?
Phoenix does not directly bill insurance providers. Coverage depends on your insurer, benefits plan, and the medication prescribed.
When applicable, Phoenix may provide documentation to support an eligible reimbursement claim. Confirm your coverage and claim requirements directly with your insurer before starting.
Treatments & Medications
What health conditions does Phoenix support?
Phoenix provides online care for several health concerns, including weight management, erectile dysfunction, hair loss, premature ejaculation, testosterone support and skincare.
Available services may vary depending on your province and individual eligibility.
What treatment options are available through Phoenix?
Available options may include prescription medications listed on the relevant treatment and pricing pages. A licensed Canadian healthcare provider will decide which treatment, if any, is appropriate for you.
Phoenix Labs
What is Phoenix Labs?
Phoenix Labs is a men’s health blood testing service available in Ontario. Your results are reviewed by a licensed physician and include a clinical summary to help you better understand them.
Learn more about Phoenix Labs.
What does Phoenix Labs test for?
Phoenix Labs includes testing across several health categories, including hormones, vitamins, inflammation markers, iron levels, liver function, and other biomarkers.
Is Phoenix Labs available outside Ontario?
No. Phoenix Labs is currently available in Ontario only.
Where do I complete my blood test?
After ordering, you’ll receive a laboratory requisition. You can then complete your blood test through a participating laboratory partner.
How long do Phoenix Labs results take?
Results are usually available within several business days after your test is completed. Timing may vary depending on the tests ordered and laboratory processing times.
Do I need a family doctor referral for Phoenix Labs?
No. You can order Phoenix Labs online without a referral from your family doctor.
Can I use an HSA or employee benefits for Phoenix Labs?
Phoenix Labs may be eligible for reimbursement through some Health Spending Accounts or employee benefit plans. Coverage depends on the terms of your plan.
An itemized receipt may be provided, but you should confirm eligibility directly with your benefits provider before ordering.
Rise Above It.
Own Your Health.
Expert tips on men's health issues like erectile dysfunction, hair growth, weight loss, and more. Subscribe now to learn more.
Treatments
Popular
Company
Phoenix is not a pharmacy or drug manufacturer.
Prescription products require an online consultation with a licensed healthcare practitioner who will determine if a prescription is appropriate.
© 2026 Phoenix Digital Health Inc.
Privacy Policy • Terms of Use
