Last updated: February 4, 2026
Surlang Pharmacy is committed to ensuring that all online orders are processed and delivered safely, securely, and in compliance with applicable laws and professional pharmacy standards.
Shipping Availability
Online purchases are available for shipment within British Columbia and Canada, subject to the restrictions below.
Prescription and Regulated Products
Prescription medications, controlled drugs, targeted substances, compounded preparations, and any products requiring pharmacist assessment are not available for purchase or shipment through standard online checkout.
Where permitted by law and professional standards, delivery of prescription medications may occur only after a pharmacist has completed all required clinical and legal assessments, and such transactions are not processed through standard e-commerce checkout.
Order Processing
- Orders are generally processed within 2-5 business days after payment authorization.
- Orders placed on weekends or statutory holidays are processed on the next business day.
- Orders may be delayed or cancelled if additional verification is required or if fulfillment would conflict with legal or professional obligations.
Shipping Methods and Delivery
- Available shipping options and estimated delivery times are displayed at checkout.
- Delivery timelines are estimates only and are dependent on the shipping carrier.
- Surlang Pharmacy is not responsible for delays caused by carriers, weather conditions, or events beyond our control.
Shipping Fees
Shipping fees are calculated at checkout and are non-refundable once an order has shipped, unless required by law.
Delivery Issues
Customers are responsible for ensuring that shipping information is accurate and complete.
If an order is returned due to incorrect or incomplete address information, additional shipping fees may apply.
Please notify us within 48 hours of delivery if an order arrives damaged or incomplete.
Risk of Loss
Risk of loss passes to the customer once the order has been delivered to the address provided.
REFUND & RETURN POLICY
Last updated: February 4, 2026
Due to the nature of pharmacy products and applicable safety and regulatory requirements, returns and refunds are subject to the following conditions.
Non-Returnable Items
For public safety, regulatory, and professional practice reasons, the following items are final sale and cannot be returned or refunded, regardless of condition:
- Over-the-counter medications
- Pharmacy-dispensed products
- Personal care products
- Medical devices
- Any opened or used products
This policy exists to protect patient safety and maintain the integrity of the medication supply chain.
Eligible Returns (Non-Medication Items Only)
Select non-medication retail items may be eligible for return if:
- The item is unused, unopened, and in original packaging
- The return request is made within 14 days of purchase
- Proof of purchase is provided
Approval of returns is at the discretion of Surlang Pharmacy management.
Damaged or Incorrect Items
If an item is damaged during shipping or incorrect due to our error, please contact us within 48 hours of delivery. We may offer a replacement or refund subject to our discretion.
Refund Method
Approved refunds are issued to the original payment method used at checkout. Processing times may vary depending on the financial institution.
Shipping fees are non-refundable, unless required by law.
Professional Judgment
Refunds or returns will never be issued in a manner that circumvents pharmacist oversight, professional judgment, or regulatory requirements.
Return Shipping Costs & Risk
Return Shipping Costs
For eligible returns of non-medication items:
- Customers are responsible for all return shipping costs, unless the return is due to an error outside of the customer’s control, in which our return/refund policy would apply.
- Original shipping fees are non-refundable, unless required by law.
Risk of Loss for Returned Items
Customers are responsible for the returned item until it is received and inspected by Surlang Pharmacy.
- Surlang Pharmacy is not responsible for items that are lost, damaged, or delayed while in transit back to us.
- We strongly recommend using a trackable shipping method and retaining proof of shipment.
- Refunds will only be issued once the returned item has been received and verified to meet return eligibility requirements.
- Items returned without tracking, proper packaging, or proof of shipment may not be eligible for a refund.
Return Requests
To request a return for an eligible item, please contact Surlang Pharmacy in writing at:
info@surlangpharmacy.ca
Please include:
- Your order number
- The name of the item(s)
- The quantity you wish to return
A member of our team will review your request and advise whether the item is eligible for return, along with next steps.
Approval of returns is subject to our Refund & Return Policy, including conditions related to timelines, product condition, shipping costs, and risk of loss during return shipping.
Please note, submission of a return request does not guarantee approval.
Product Defects & Manufacturer Warranty
For products covered by a manufacturer’s warranty, including but not limited to health accessories, medical devices, or other non-medication retail items, defects and warranty-related issues must be addressed directly with the manufacturer, in accordance with the manufacturer’s warranty terms.
Surlang Pharmacy does not assess or adjudicate manufacturer warranty claims and is not responsible for resolutions provided by the manufacturer.
This does not affect your statutory rights under applicable consumer protection laws.
Order Cancellation
Order Cancellation Policy
Customers may request cancellation of an online order before the order has been shipped.
- Once an order has been shipped, it cannot be cancelled.
- Orders containing products that are subject to regulatory, safety, or professional practice restrictions may not be eligible for cancellation once processing has begun.
- Surlang Pharmacy reserves the right to cancel any order at any time where fulfillment would conflict with legal requirements, professional judgment, or pharmacy practice standards.
If an order is cancelled before shipment, any approved refund will be issued to the original payment method.
Out-of-stock & Non-fulfillment policy
Out-of-Stock and Non-Fulfillment
Despite our best efforts to maintain accurate inventory information, availability of products displayed on our website is not guaranteed.
If an item you order is out of stock or otherwise unavailable:
- We will notify you as soon as reasonably possible.
- The order, or the affected portion of the order, may be cancelled at our discretion.
- Any applicable refund will be issued in accordance with our Refund & Return Policy.
Surlang Pharmacy is not obligated to fulfill orders for products that are unavailable, discontinued, or restricted due to regulatory, safety, or professional practice considerations.