General
How can I see the available positions and submit my application?
EN - You would like to pursue a career at Familiprix? We invite you to consult the “Careers” section of our website to view available positions and future opportunities. You'll be able to choose whether you want to work at the head office, at the pillbox preparation center, at the distribution centers (in Quebec City) or in one of the independent pharmacies, member of the Familiprix banner. Here is the link: https://www.familiprix.com/en/jobs
Is it possible to participate in an internship at your company?
Thank you for your interest in Familiprix for an internship. Internship at the head office are held during the summer period and the offers are generally published in April in the “Careers” section of our website. To access it, click on the following link: https://www.familiprix.com/en/jobs/search?locationType=headquarters
I am a representative and I would like to present a product line to Familiprix. How do I go about it?
First of all, we would like to thank you for your interest in our pharmacy chain. We invite you to send us a presentation of your product line by email at: experienceclient@familiprix.com. We will take note of your proposal, and if necessary, we will contact you.
Policies
I bought a product from your private label and I am not satisfied. What should I do?
Our Biomedic and Essential private label products are covered by a satisfaction guarantee. You can return the item to the pharmacy for an exchange or refund.
Marketing, promotions et flyer
Where can I see your latest flyer and promotions?
You can see the Familiprix flyer via the following link: https://www.familiprix.com/en/flyer.
Ecom
Why should I select a preferred store?
Choosing your preferred store helps you find a nearby location that has the products you want to order. Selecting a store is required to place an order. The chosen store for pick-up or delivery will handle and complete your order. You can update your preferred location anytime to suit your needs.
Do I need to create an account to order online?
You don’t need to create an account to place an order online. Simply choose the "Order as guest" option.
However, having an account allows you to access your preferences and address book anytime. You can also view the status and history of your online orders exclusively through your account.
What is the difference between "ordering with an account" and "ordering as a guest" when ordering online?
Creating an account on the Familiprix website allows you to personalize your online experience and seamlessly use our mobile apps. Your profile, including basic information, preferences, and addresses, is securely saved, making future transactions faster and easier.
Orders placed with a Familiprix account are stored in your purchase history, allowing you to access them quickly whenever needed.
If you choose the "Order as guest" option, you'll need to manually complete the checkout form for each transaction, won't earn Familiplus points on your orders, and won't have access to your purchase history.
What if some or all of the products in my order are no longer in stock at my store?
If the items in your order are not in stock at your selected store, you have two options:
- “Find another nearby store”: We'll locate a nearby store that has your desired products available and arrange a quick pick-up for you.
- “Choose home delivery”: Our pharmacies can quickly restock and deliver your order directly to your home.
Can I order from a store other than my usual one?
You can have your order delivered or picked up at any store that currently offers online ordering. In the store selector, you can designate any of these stores as your preferred store.
I cannot select my usual store with "Find a preferred store.” Why not?
Your preferred store doesn't currently offer online ordering, but we're adding new stores every week. Stay tuned! In the meantime, feel free to ask your pharmacist during your next in-store visit.
Is delivery free?
Delivery is free on orders of $65 or more for Familiplus members and $85 or more for guests. If the value of your cart is below these amounts, delivery charges will be calculated at checkout.
What is the in-store pick-up option?
Enjoy a simple and time-saving service by ordering online and picking up your order free of charge at your chosen Familiprix store. If your selected store doesn't have the products you want in stock, you can opt for home delivery or let us recommend another nearby store.
Do all stores offer in-store pick-up?
Pick-up service is available at all participating online stores.
What products are eligible for in-store pick-up?
All products on the transactional website are eligible for in-store pick-up.
Can I change the store where I want to pick up my order while I'm making my purchase?
You can change stores up until you click on "Pay by credit card." However, this may affect the availability of the product(s) in your shopping cart.
Is it safe to pay online at magasiner.familiprix.com?
Yes, your online transactions and the confidentiality of your personal payment information are secure. Our site uses HTTPS and 3D Secure security protocols.
How do I pay for my online purchases?
You can pay by credit card (Visa, MasterCard, American Express).
Can I cancel my order?
If you wish to cancel your order, contact the store where you placed the order as soon as possible to cancel it. Please note, however, that depending on the level of order completion at the time of your call, the store may still need to complete the order. Afterwards, you can request a refund.
How do I change the status of my order from delivery to in-store pick-up?
Once your order has been submitted, we cannot change its status. Please ensure all details are correct before finalizing your purchase.
What do I do if I want a refund for my online order?
Go to the Familiprix store where your order was processed. Make sure you have the items you want to be reimbursed and your digital invoice, which was sent to you by email and is in PDF format. Your credit card will automatically be reimbursed once your order has been returned. For more details, please consult our online purchase policy.
Customer service
How do I transfer my file to a Familiprix pharmacy?
To transfer your file, you can use our online form via the following link: https://www.familiprix.com/en/patient-file-transfer or call the Familiprix pharmacy directly to request the transfer.
How can I subscribe to the Familiprix newsletter?
You can subscribe to our newsletter by clicking on the following link: https://www.familiprix.com/en/pages/subscribe-newsletter
How can I participate in the customer satisfaction survey?
You can participate in the customer satisfaction survey and get a chance to win an incentive of 50,000 Familiplus points, worth $500, by clicking on the following link: https://opinion.familiprix.com/?lang=en
How do I check the balance of a Familiprix gift card?
EN - You can check the balance of your Familiprix gift card by clicking on the following link: https://familiprix.checkyourcardbalance.com/en/login or by contacting the Customer Experience team at 1 844 704-8040 or by chat during our business hours or by email at experienceclient@familiprix.com
What is the difference between a regular gift card and a promotional gift card?
Regular gift cards are purchased at our Familiprix pharmacies. They are considered as cash and have no expiration date. Promotional gift cards are offered free of charge during special offers and promotions. They have certain restrictions and are valid for 90 days.
Where can I get your PSST! guides?
Our PSST! guides are available and distributed free of charge at our branches. You can also consult our brochures and health topics at the following link: https://www.familiprix.com/en/topics
How can I get information or help with the photo service?
Our photo service is offered in partnership with Les Pros de la photo. Feel free to contact their customer service at sac@lespros.qc.ca or by phone at 1-800-361-4607. They will be happy to help you.
Making appointments
What services are available?
EN - Health care services differ from one branch to another. Click on the following link to consult the list of services: https://www.familiprix.com/en/services?category=4&ref=menu-rapide
What if my pharmacy does not have a service?
EN - If a service is not available at your pharmacy, click on View List on the right side of the screen to see a list of pharmacies near you where the service may be available.
I want to change or cancel an appointment. How do I do that?
To change or cancel an appointment, please call the branch directly. Click on the following link to find your pharmacy's contact information: https://www.familiprix.com/en/pharmacies
Familiprix mobile app
Where can I get the Familiprix mobile app?
You can download the Familiprix mobile app from the App Store if you have an Apple device or from Google Play for Android devices.
What are the advantages of using the Familiprix mobile app?
The Familiprix mobile app allows you to manage your health record as well as have access to all our features linked to the Familiplus rewards program. It allows you to manage and renew your prescriptions online, configure alerts, scan your Familiplus card so you can present your phone screen when you go to the checkout. It also allows you to consult your transaction history, your points balance as well as our weekly flyer. Every week, a scratch card is available and allows you to have a chance to win $100 in Familiplus points.
What is a PIN?
A PIN is a 6-digit personal identification number that the user must set up during the first login to the health section. This PIN ensures the security of the data contained in the user's health record.
What should I do if I forget my PIN?
If you forget your PIN, please navigate to the “Account” section in the menu, then click on the “Login and security” subsection where you will be able to change your PIN.
How do I delete my account?
If you wish to delete your account, please go to the “Account” section in the menu, then navigate to the “Login and security” subsection and simply click on the delete button located at the bottom of the screen. If you need assistance with these steps, contact the Customer Experience team by phone at 1 844 704-8040, by chat during business hours, Monday through Friday between 8 a.m. and 5 p.m. or by email at experienceclient@familiprix.com.
How to join the Familiplus program?
When you next visit a branch, request your Familiplus card and complete your profile online at familiprix.com/familiplus or by calling the Customer Experience Team at 1-844-704-8040. You can also enroll in the program online via our website or mobile application and obtain a virtual card
How do I earn points?
- Use your card (physical or virtual) whenever you purchase eligible products.
- Subscribe to our newsletters and get even more points with our exclusive promotions.
- Earn more points thanks to our partners: https://www.familiprix.com/fr/pages/familiplus-partners
- Come in for a chance to win 50,000 Familiplus points by completing our customer satisfaction survey. Refer to the "We take your opinion to heart" section on your purchase invoice.
- Participate in the new scratch card game available exclusively on our mobile application.
How do I stay informed of current promotions?
Subscribe to our newsletter at familiprix.com/subscribe-familiplus-newsletter end visit the "Flyer" tab of our Familiprix mobile application every week.
Can I create a family account or link several Familiplus rewards program accounts?
This option is not available. Our rewards program does not allow the creation of family accounts or linking several accounts together. Each Familiplus card is intended for a single user and cannot be shared or combined with other accounts. We recommend that you create an individual account for each family member who wants to enjoy our program's benefits.
How can family members accumulate points on the same card?
Although it is impossible to issue more than one card with the same number, members of the same family can accumulate points from the phone number associated with the card or by presenting the virtual card in the Familiprix mobile app.
How do I know my points balance?
If your card was scanned during a transaction, your point balance will appear on your receipt. You can also access your balance at any time from your Familiplus account on the Familiprix website or on the Familiprix mobile app. The Customer Experience team can also provide you with information. Contact an agent by phone at 1 844 704-8040 or by chat during business hours Monday to Friday between 8 a.m. and 5 p.m., or by email at experienceclient@familiprix.com.
Can I present my virtual card to collect and redeem points?
Yes, the virtual card can be presented and scanned at the cash register, just like a physical card.
What is Healthy Living?
Healthy Living is a feature that encourages physical activity while allowing you to accumulate Familiplus points. By achieving your three weekly goals, you can earn up to 50 points per week.
How does the Healthy Living points system work?
You set goals for yourself each week from Monday to Sunday: a number of steps, distance travelled, and active time.
Once you reach your first goal for the week, you’ll earn 25 points; if you achieve all three goals, you’ll get an additional 25 points.
Who can use the Healthy Living feature?
The Healthy Living feature is available to all Familiplus members with an iOS or Android device and a compatible third-party app:
- iOS users: We recommend using the Health app, which is available on iPhones and iPod Touch devices running iOS 8 or later, and iPads with iPadOS 17 or later.
- Android users: We recommend the Google Fit app, which is compatible with all Android devices. The Health Connect app, which syncs Google Fit with Familiprix, is also available on Android 14. For Android 13 and earlier, it can be accessed in settings or downloaded from the Google Play Store.
How do you earn rewards?
Follow these steps to set up and start using the Healthy Living feature:
- Download the Familiprix app.
- Ensure you’re signed up as a Familiplus member.
- For iOS users, check that the Health app is installed and allows data sharing with the Familiprix app.
- For Android users, make sure you have both the Health Connect and Google Fit apps, then enable data sharing in both.
- Go to the Familiplus section to set your weekly goals and start tracking your progress.
- Monitor your goals throughout the week and turn on notifications to get updates when you hit your targets.
Health Record
Can I add family members on the Familiprix app?
Yes, you can add your spouse and children and have multiple profiles within the same account. To do this, you need a patient key for each person. From the health section of your mobile application, click on “Manage my family members” under “My tools”. Then, click on “Add a loved one” at the bottom of the screen. Finally, by selecting “I have a patient file key”, you can enter the patent file key and date of birth provided by the person you are adding. One you have accepted the term of use; you can click on “Submit” and the new dependent will appear in your account.
If you need assistance with these steps, contact the Customer Experience team by phone at 1 844 704-8040, by chat during business hours, Monday through Friday between 8 a.m. and 5 p.m. or by email at experienceclient@familiprix.com.
How do I print my prescription list?
This option is currently not available on the mobile app. To print your prescription list, log into your health record from our website at familiprix.com. Once logged into your account, click on "Documents to print" and select "Print prescription list."
How do I print my tax receipt?
This option is currently not available on the mobile app. To print your prescription list, log into your health record from our website at familiprix.com. Once logged into your account, click on "Documents to print" and select "Statement of account for purchases".
What are the advantages of the online health record?
The health record on the website allows you to order your prescriptions online at any time of the day and lets you select a date and time slot for order pick-up or delivery. You can also receive reminder notifications to take your medication and for refills. The health record on the website also allows you to print your prescription list and your annual purchase statement.
Can I add family members to my online health record?
Yes, you can add your spouse and children and have multiple profiles within the same account. To do this, you need a patient key for each person, which you can add as a "Dependent" in the "Access control" section.
How old do I have to be to have a health record?
You must be 13 years or older to have a primary account. Children under the age of 13 must be added as a "dependent" to the parent's account.
I have changed pharmacies, how do I make the change in my health record?
First, make sure you have a patient key for your new pharmacy. In the "Access management" section of the health record, simply remove the file key from the old pharmacy and add the one for the new one.
I just transferred my file, I got a file patient key but my prescriptions are missing. Is this normal?
Yes, when transferring your file, the prescriptions must have been served at least once in the new pharmacy before they appear in your health record. We invite you to place your first order by phone.
Can I turn off or change the notifications on my online health record?
Yes, once logged into your health record, you can configure your notifications in the "Settings" section. If you need help with these steps, contact the Customer Experience team by phone at 1 844 704-8040 or by chat during our business hours, Monday to Friday between 8 a.m. and 5 p.m. or by email at experienceclient@familiprix.com.
How do I print my tax receipt from my online health record?
Go to the "Documents to print" section of the health record, click on "Statement of account for purchases".
How can I change my notifications from my online health record?
Once logged into your health record, click on "Settings" at the top right of the screen. Then, you will be able to click on the green squares to enable/disable notifications for a given category.
You will also be able to choose the type of notification, either SMS (texting) Email, or push notification (on your smartphone).
Don't forget to confirm the changes by clicking "Save changes" at the bottom of the page.