Frequently asked questions

Phoenix is a Canadian online healthcare service that connects eligible adults with licensed Canadian healthcare providers. Patients begin with a private online health assessment. A provider reviews their health information and determines whether treatment is clinically appropriate.

If a prescription is issued, medication may be dispensed by a licensed Canadian pharmacy partner and delivered discreetly to an eligible address.

Phoenix provides an online process for accessing healthcare in Canada:

1. Complete a private online health assessment about your medical history and health concerns.
2. A licensed Canadian healthcare provider reviews your information and may request additional details.
3. If clinically appropriate, the provider may issue a prescription.
4. Eligible prescription orders may be dispensed by a licensed Canadian pharmacy partner and delivered discreetly.
5. Ongoing provider support is available through your Phoenix account.

Learn more about how Phoenix works.

Phoenix is a Canadian online healthcare service that connects eligible patients with licensed Canadian healthcare providers. Providers make independent clinical decisions based on each patient’s health information.

If medication is prescribed, it is dispensed by a licensed Canadian pharmacy partner. Phoenix is not a pharmacy or drug manufacturer.

Yes. Licensed healthcare providers may issue prescriptions through virtual care when permitted under applicable provincial regulations and professional standards.

A licensed Canadian healthcare provider must assess your health information and determine whether a prescription is clinically appropriate. Completing an online assessment does not guarantee a prescription.

Your assessment is reviewed by a licensed healthcare provider authorized to practise in your province. Depending on the service, this may be a physician or nurse practitioner.

The provider reviews your medical history and other relevant health information before determining whether treatment is appropriate.

No. You can complete a Phoenix online health assessment without a referral from your family doctor.

A licensed Canadian healthcare provider will review your information and determine whether care can be provided online or whether another care pathway is more appropriate.

Phoenix offers selected online healthcare services in Ontario, Quebec, British Columbia, Alberta, Manitoba, Saskatchewan, New Brunswick, Newfoundland and Labrador, Nova Scotia, and Prince Edward Island.

Service availability may vary by province, health concern and individual eligibility.

View Phoenix locations.

Yes. Phoenix offers selected online healthcare services to eligible adults in Quebec.

Service availability, prescription eligibility and other requirements may vary by treatment and location.

Learn more about Phoenix in Quebec.

Yes, if a licensed Canadian healthcare provider determines that a prescription is clinically appropriate after reviewing your online health assessment.

The provider may request additional information or recommend another care pathway. A prescription is not guaranteed.

No. Completing an online health assessment does not guarantee a prescription.

A licensed Canadian healthcare provider independently evaluates your health information and determines whether treatment is appropriate. The provider may request additional details or recommend alternative care.

A licensed Canadian healthcare provider reviews your submitted health information and may request additional details before making a clinical decision.

You’ll receive updates through your Phoenix account. Review times may vary depending on the service and information required.

Yes. When a prescription is issued through Phoenix and fulfilled through its pharmacy network, medication is dispensed by a licensed Canadian pharmacy partner.

Phoenix facilitates access to online healthcare services but is not itself a pharmacy or drug manufacturer.

If a prescription is issued, eligible medication orders may be delivered to your supported Canadian address in discreet packaging.

Delivery times vary depending on prescription processing, your location and courier conditions. You can review available order updates through your Phoenix account.

Phoenix offers $0 delivery fees on eligible prescription orders to supported Canadian addresses.

Medication and any applicable consultation costs are separate. Delivery eligibility may vary by service and location.

Delivery times depend on prescription processing, pharmacy requirements, your location and courier conditions.

When available, you can track your order through your Phoenix account. Delivery dates are estimates and are not guaranteed.

Check your Phoenix account for available tracking information. If your order is delayed, contact support@phoenix.ca for assistance.

If the delay could interrupt your prescribed treatment, contact your healthcare provider through your account for guidance.

Prescription transfers depend on the medication, pharmacy requirements and applicable provincial rules.

Contact support@phoenix.ca to ask whether your prescription is eligible for transfer and what information may be required.

Yes. Phoenix provides access to ongoing provider support for eligible patients.

You can use your Phoenix account to ask treatment-related questions, report concerns and complete follow-up consultations when required.

Follow-up consultations allow a licensed Canadian healthcare provider to review relevant changes in your health, discuss treatment concerns and determine whether continued care is appropriate.

You may receive a notification when a follow-up is required. Availability and fees depend on your service and treatment plan.

You can review and manage eligible prescription refills through your Phoenix account.

A healthcare provider may need to reassess your health information before issuing or renewing a prescription. Refills are subject to clinical review and prescription requirements.

You may request to pause or cancel an eligible upcoming order through your Phoenix account or by contacting support@phoenix.ca.

Requests should be submitted before the order is processed or shipped. Speak with your healthcare provider before changing or stopping prescribed treatment.

Prescription medications generally cannot be returned for reuse or resale.

If your order arrives damaged, incorrect or incomplete, contact support@phoenix.ca so the team can review the issue and advise on the available next steps.

Contact your healthcare provider through your Phoenix account if you have concerns about your treatment or believe a change may be needed.

Your provider can review your health information and determine whether an adjustment, additional assessment or different care pathway is appropriate.

Phoenix connects eligible patients with licensed Canadian healthcare providers who review health information and make independent clinical decisions.

Online care is not appropriate for every patient or medical concern. Providers may request additional information or recommend in-person care when necessary.

Follow the instructions provided with your prescription and contact your healthcare provider if you experience side effects or have concerns about your medication.

Your provider can assess the information you share and recommend appropriate next steps. Seek immediate medical attention for severe or life-threatening symptoms.

Contact your healthcare provider through your Phoenix account if you experience unexpected symptoms, have questions about your prescription or feel that your treatment needs to be reassessed.

Do not change your prescribed treatment without medical guidance unless urgent medical care is needed.

If a licensed Canadian healthcare provider determines that treatment is not clinically appropriate, they will not issue a prescription for that treatment.

Depending on your health information, the provider may recommend further assessment, an alternative care pathway or in-person medical care.

No. Phoenix is not an emergency medical service.

If you are experiencing a medical emergency, call 911 or seek immediate emergency medical care. For non-urgent treatment concerns, contact your healthcare provider through your Phoenix account.

Phoenix uses safeguards designed to protect personal and health information in accordance with applicable Canadian privacy requirements.

Information submitted through the platform is used to support healthcare services and related operations.

Review the Phoenix Privacy Policy for details about how information is collected, used, stored and shared.

Phoenix provides a private online health assessment where you can share relevant medical information for review by a licensed Canadian healthcare provider.

Your information is handled according to applicable privacy requirements and Phoenix’s Privacy Policy.

Eligible prescription orders are shipped in discreet packaging.

Delivery details may vary depending on the pharmacy partner, courier and order requirements.

The Phoenix online health assessment costs $0.

A licensed Canadian healthcare provider reviews your information and determines whether treatment is clinically appropriate. Completing an assessment does not guarantee a prescription.

Medication and any applicable follow-up consultation fees are separate.

Yes. The online health assessment is always free.

A licensed Canadian healthcare provider reviews your submitted information before determining whether treatment is appropriate. Prescription medications and applicable follow-up consultations may have additional costs.

Treatment costs depend on the prescribed medication, treatment plan and any applicable consultation fees.

You can review available pricing information on Phoenix’s treatment and medication pricing pages. A licensed Canadian healthcare provider determines whether a prescription is appropriate.

View Phoenix pricing.

Follow-up fees depend on the healthcare service and treatment plan.

For Phoenix weight-loss care, follow-up consultations cost between $40 and $50 each. For new patients, the first follow-up consultation fee is waived with their initial order.

Other Phoenix services may have different follow-up requirements or fees.

Phoenix does not directly bill insurance providers.

Prescription medication coverage depends on your insurer, benefits plan and the medication prescribed. When applicable, documentation may be available to support a reimbursement claim.

Confirm coverage and claim requirements directly with your insurer.

You may be eligible to submit prescription expenses for reimbursement, depending on your insurance plan and the medication prescribed.

Phoenix does not provide direct insurance billing. Contact your insurer to confirm eligibility and required documentation before placing an order.

Phoenix provides online healthcare services for several health concerns, including weight management, erectile dysfunction, hair loss, premature ejaculation, testosterone-related concerns, skincare and smoking cessation.

Available services depend on your province and individual eligibility. A licensed Canadian healthcare provider determines whether online treatment is appropriate.

Phoenix provides access to online health assessments for several treatment categories.

Depending on the service and clinical assessment, a licensed Canadian healthcare provider may recommend an appropriate care pathway or issue a prescription.

Explore Phoenix treatments.

You can review available medication information and share your treatment preferences during the online assessment.

However, a licensed Canadian healthcare provider makes the final clinical decision based on your health information. A requested medication is not guaranteed.

Phoenix’s assessment and provider-review process is completed online for eligible patients.

However, some patients may require additional testing or an in-person medical assessment. Your provider will determine whether online care is appropriate.

You can complete the online health assessment without an existing prescription.

If prescription treatment is being considered, a licensed Canadian healthcare provider must assess your information and determine whether issuing a prescription is clinically appropriate.

You can browse the Phoenix medication pages for information about available prescription products, including product details and pricing where displayed.

A licensed Canadian healthcare provider will determine whether a prescription is clinically appropriate following your online health assessment.

Browse Phoenix medications.

Phoenix Labs is a men’s health blood testing service currently available to eligible adults in Ontario.

The service includes laboratory testing and a physician-reviewed clinical summary to help patients better understand their results.

Learn more about Phoenix Labs.

Phoenix Labs includes testing across several health categories, including hormones, vitamins, inflammation markers, iron levels, liver function and other biomarkers.

The specific tests included depend on the available testing panel.

No. Phoenix Labs is currently available only to eligible adults in Ontario.

Other Phoenix online healthcare services may be available in additional supported provinces.

No. Eligible patients can order Phoenix Labs online without a referral from their family doctor.

After ordering, you’ll receive information about the laboratory testing process and applicable requirements.

After placing your order, you’ll receive a laboratory requisition and instructions for completing your blood test through a participating laboratory partner.

Laboratory availability may depend on your location.

Results are usually available within several business days after your blood test is completed.

Processing times may vary depending on the tests ordered and laboratory requirements.

Phoenix Labs may qualify for reimbursement through certain Health Spending Accounts or employee benefits plans.

Eligibility depends on your plan’s terms and conditions. Confirm coverage with your benefits provider before ordering. An itemized receipt may be available to support an eligible claim.