Frequently Asked Questions

Be sure to check out our tutorial video series for quick and easy answers to frequently asked questions about the Pharmacy Store. You can also read more below. 

Sign In

How do I sign in to my account?

Click the "SIGN IN" button on the top right of the page to go to the login screen. Enter your username and password and click the “SIGN IN” button to access your account.

What do I do if I forgot my password?

From the “SIGN IN” page, click on the “Forgot Password?” link below the password field. Enter your email address to have a password reset link emailed to you.

How do I register, so I can begin purchasing pharmacy products online?

Click on the “CREATE ACCOUNT” link in the top menu and input all of the necessary information to create an account. An account activation email will be sent to you with a link for you to set up a password for your account. If you do not have a Jones Account Number, you will need to submit a completed New Customer Form to [email protected] before you can create an account.

How do I make changes to my account information?

Please contact us at [email protected] to make changes to your account.


Finding Products

How do I find products? 

Select the “PRODUCTS” link in the top menu to navigate product categories. You can also enter keywords and/or product item numbers in the search box at the top right to search our product catalogue.

How do I request a product that I cannot find on the website? 

Please contact us at [email protected] and a customer service associate will assist you.

What products can I review or order using the website?

You can browse and order from our entire catalogue of product through the Pharmacy Store – but please note you will have to log into your account before you can review and order branded products. Only you can see your branded products, since they are associated with your secure account.

Can I look up pricing and availability on the website? 

Yes. Once signed in, real-time pricing and availability are shown for all products on product detail pages.

New! You can also view quantity pricing for all products on product detail pages.


Placing Orders

How do I place items in my cart?

Click the “ADD TO CART” button beside a product in a product listing page or within a specific product description page to add to your cart. You can also add items to your cart from your ORDER HISTORY by clicking the “REORDER” button.

How do I place orders?

Once you have placed items in your cart, click the cart icon in the top right-hand corner of every page to proceed to checkout. After reviewing all the details, click the “PLACE ORDER” button at the bottom right of the page to place an order. Please note you need to sign in to proceed to checkout and place an order.

How do I select the ship-to address for my delivery?

When signed in, a “Select Ship To” drop-down field will be available if you have multiple ship-to addresses associated to your account. You can select the appropriate ship-to address here.

How do I know if my order was successful?

If your order was placed successfully, you will be directed to an order confirmation page. A confirmation will also be sent to the email address associated with your account. Please note it takes about an hour for this order to be displayed in your order history.

Can I cancel my orders online?

Orders cannot be cancelled through the website. Please contact us at 1.800.265.1009 and our customer support team will assist you.

Please note cancellations for custom-printed products must be requested within 48 hours after placing an order. We cannot guarantee cancellations following this 48-hour window.


Order History

Can I view past orders?

Yes, you can browse your order history for the past two years by visiting the “ORDER HISTORY” page. Please note it takes about an hour for newly placed orders to be displayed on your Order History page.

How do I view my order status?

Click the “ORDER HISTORY” button in the menu to open the Order History page. Here, you can see the status of all of your previous orders.

How do I find my tracking number?

Once your order is shipped, you can find your tracking number on your “ORDER HISTORY” Page. Please select the order number you would like to view. You'll see a "Click to track your shipment" button with the tracking number listed underneath the items you ordered. Please click on the button to track the progress of your shipment.


Custom products

How do I order my custom products?

After you have signed in to your account, select “PRODUCTS” from the top menu, followed by “Customizable Products” and then “My Custom Products.” You will be directed to a full list of your custom-branded products.  Add the appropriate custom product to your cart and place your order.

Can I order custom products online?

Yes, you can order custom products online. If you already have artwork created by us from previous orders and the artwork does not require modifications, please see “How do I order my custom products?” above. If you require updated artwork or this a first-time order, first add the products you would like customized to your basket, and then place your order. A customer associate will contact you shortly after your order is placed to discuss the next steps. Please note orders requiring updated artwork or first-time orders will not be processed automatically and require 4 to 8 weeks of lead time. For more details, check out “Shipping Information” page.



How do we handle freight costs on orders? 

Currently, we offer free shipping for purchases over CAN$500, with exclusions for some areas. For orders under $500, applicable shipping costs are calculated during the online checkout process.



Can I view my invoices online? 

Yes, invoices are available to review online. Click the “ORDER HISTORY” button in the menu to open the Order History page. Invoice numbers are listed as the last column of the corresponding order. Please click on the Invoice number to view your invoice in PDF format. You can also search the invoice by clicking "Search Orders" button and enter the invoice number.

When is payment due? 

Payment terms are Net 30 days on approved credit. Please note invoices are generated at the time of shipment, not the order confirmation. Once generated, invoices will be emailed to you and your accounting team from [email protected]. Your invoices can also be viewed from your “ORDER HISTORY” page.

How do I make a payment? 

  • EFT (not e-transfer) – Please contact us at 1.800.265.1009 #6056 for information on setting up EFT payments with your bank. Please remember to email [email protected] with your account number and invoice number every time you send a payment.
  • Credit card - Please also contact us at 1.800.265.1009 #6056 to set up. If you set up pre-authorized credit card payments, your future payments will be processed automatically when your orders ship.
  • Cheque – Due to potential mail delays, we recommend payment by EFT or credit card, but cheques are also accepted. Cheques can be mailed to the address on your invoice. Please remember to reference to your account number and invoice number when paying by cheque.

Favourites Lists

What are “Favourites Lists”?

Adding products to a Favourites List will allow you to have a quick access to those products for future purchases. You can input a name for your list(s), create multiple lists and add your products to each list by clicking the “Add to Favourites” link beside a product on a product listing or the “Add to Favourites” button on any product detail page.

How do I add products to a Favourites List?

You can click the “Add to Favourites” link beside a product on a product listing or the “Add to Favourites” button on any product detail page to add the product to an existing favourites list, or to create a new one.


For any other questions, please feel free to email us at at [email protected] or submit a contact form