Frequently
asked questions
Frequently asked questions
About Phoenix
What is Phoenix?
Phoenix is a Canadian online men's health clinic that connects patients with licensed Canadian healthcare providers.
- Complete a simple, secure online health form about your medical history.
- A licensed Canadian provider reviews your information to determine if care is appropriate for you.
- If a prescription is issued, your medication is shipped discreetly to your door at no extra cost.
- You receive ongoing support through regular provider check-ins and reminders.
How does Phoenix work?
Patients begin by completing a secure online health assessment. A licensed Canadian healthcare provider reviews the information and determines whether treatment is appropriate. If a prescription is issued, medication can be shipped discreetly. Ongoing support may be available through the Phoenix platform.
Is it legal to get a prescription online in Canada?
Yes. Licensed healthcare providers can assess patients and issue prescriptions through virtual care when permitted by the rules of the province or territory where they practise and where the patient is located. Phoenix connects patients with Canadian healthcare providers licensed to provide care in supported provinces.
Do I need a referral from my doctor to use Phoenix?
No. You do not need a referral. Phoenix's licensed Canadian healthcare providers are qualified to independently evaluate your health and prescribe medications where appropriate.
How is Phoenix different from other prescription services?
With Phoenix, you skip the specialist waitlist by completing a simple online health questionnaire. If a licensed Canadian provider determines care is appropriate, you'll receive a prescription plan tailored to your health profile, with discreet delivery and ongoing provider support included.
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 (PEI).
What happens after I submit my health form?
A licensed Canadian provider will review your health form within 24 hours. You'll receive status updates by email and through your Phoenix patient portal.
Delivery
How does prescription delivery work?
If a prescription is issued, the medication is shipped discreetly to your address at no additional delivery cost. You can track your order and manage upcoming refills through your Phoenix account.
How much does delivery cost?
Phoenix offers free delivery for eligible prescription orders across Canada.
Ongoing Support
How do online provider check-ins work?
Phoenix may send email or text reminders when a provider check-in is due. Check-ins give you an opportunity to share updates, ask questions and report concerns or side effects. Your provider reviews the information and determines whether any follow-up or changes are appropriate.
What if my medication doesn't feel right?
Message your provider directly. They can adjust your dose, recommend strategies for managing side effects, or explore alternative options. Your provider will work with you to find a plan that suits your needs.
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. Requests must be submitted before the order is processed or shipped. Contact your provider before changing or stopping a prescribed treatment.
Can I return my prescription medication?
Unfortunately, prescription medications cannot be accepted for return, reuse, or resale. If you believe an error was made with your order, please contact us at support@phoenix.ca and we'll make it right.
Safety & Side Effects
What should I do if I experience a side effect?
If you are experiencing a medical emergency, call 911 immediately. For non-emergency side effects, stop taking the medication and message your prescribing physician through your portal. They will recommend an appropriate course of action. You can also reach us at support@phoenix.ca.
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 portal or email support@phoenix.ca.
Privacy & Security
Is my personal and medical information safe with Phoenix?
Phoenix uses safeguards designed to protect personal and health information. Information is handled in accordance with applicable Canadian federal and provincial privacy requirements. Review the Phoenix Privacy Policy for more information about how information is collected, used, stored and disclosed.
Pricing & Insurance
Does Phoenix accept insurance?
Phoenix does not directly bill insurance providers. Patients should contact their insurer directly to verify eligibility and reimbursement options.
Will my insurance cover my prescription?
Your insurance may cover your prescription medication. While Phoenix does not offer direct billing, everything you need to submit a reimbursement claim will be included in your prescription package.
Treatments & Medications
What health conditions does Phoenix support?
Phoenix offers provider-reviewed care for erectile dysfunction, hair loss, weight management, testosterone support, early climax, skincare concerns, smoking cessation, and men's health blood testing through Phoenix Labs.
What weight management medications are available through Phoenix?
Phoenix provides access to provider-reviewed weight management care that may include Ozempic, Wegovy, Mounjaro, Zepbound, Rybelsus and generic semaglutide when clinically appropriate. Available options may change, and a licensed Canadian healthcare provider determines which treatment, if any, is appropriate.
What erectile dysfunction treatments does Phoenix offer?
Treatment options may include sildenafil, Viagra, tadalafil, Cialis, and vardenafil when clinically appropriate and prescribed by a licensed Canadian healthcare provider.
What hair loss treatments does Phoenix offer?
Phoenix offers provider-reviewed hair loss treatment options including finasteride and other treatment pathways when clinically appropriate.
Phoenix Labs
What is Phoenix Labs?
Phoenix Labs is a men's health blood testing service available in Ontario. Testing is reviewed by a licensed physician and includes a clinical summary to help patients better understand their results. Learn more about Phoenix Labs.
What does Phoenix Labs test for?
Phoenix Labs includes testing across multiple 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?
Patients receive a laboratory requisition after ordering and can complete testing through participating laboratory partners.
How long do Phoenix Labs results take?
Results are typically available within several business days after laboratory testing is completed. Timing may vary depending on testing requirements and laboratory processing times.
Do I need a family doctor referral for Phoenix Labs?
No. Patients can order Phoenix Labs directly online without a referral.
Can I use an HSA or employee benefits for Phoenix Labs?
Many Health Spending Accounts (HSAs) and employer benefit plans may provide reimbursement. Patients should confirm eligibility directly with their benefits provider.
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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.
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