General
How can I see the available positions and submit my application?
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
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?
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.
My Familiplus
Where can I get the My Familiplus mobile application?
You can download the My Familiplus 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 My Familiplus application?
The My Familiplus application allows you to scan your card so that you can present your phone screen at the checkout. It also allows you to access your transaction history, your points balance, and our weekly flyer. The application offers you the opportunity to accumulate bonus points with the Healthy Living feature, when you reach your running or walking goal, and with our weekly points draw.
What is the Healthy Living feature?
Healthy Living is a feature of the app that allows you to set walking or running goals and earn bonus points when you reach those goals.
The Healthy Living feature does not calculate my step count. What should I do?
The Healthy Living feature is designed for smart phones. In the settings of your device, make sure you have authorized the My Familiplus application to use your cellular data and that you have authorized tracking. In order to calculate your number of steps, the application has to track your location. If you need help with these steps, call the Customer Experience team at 1-844-704-8040, chat during business hours, Monday to Friday between 8am and 5pm, or email experienceclient@familiprix.com.
I forgot my password, what should I do?
If you have forgotten your password, you can reset it by clicking on "forgot password" on the login page. 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.
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.
How do I delete my account?
On the home page, click on the "More" icon, located in the bottom right corner of the screen. Then select "Settings" and click on "Delete my account." Finally, click on "confirm." 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.
What is the little gift at the bottom of the screen?
This is a weekly draw of Familiplus points. Each week, click on the gift to earn bonus points. You can win up to 10,000 points worth $100. A new gift awaits you every Thursday.
Making appointments
What services are available?
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?
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
My Pharmacy
Where can I get the My Pharmacy mobile app?
You can download the My Pharmacy app in the App Store if you have an Apple device or on Google Play for Android devices.
What is a PIN?
The PIN is a 4-digit code that you choose. This code allows you to access your prescription file faster without having to enter your email address and password each time you use it.
What should I do if I forget my PIN?
If you forget your PIN, simply delete the mobile application from your device and reinstall it. After logging into your account, you will be able to choose a new PIN.
How do I print my prescription list or purchase statement?
You can print these documents, however, this feature is not available from the My Pharmacy mobile application. To obtain a printout of your prescription list or purchase statement, go to your Health Profile on the Familiprix website by clicking on this link: https://www.familiprix.com/en. Simply log in to your account using the same email address and password as on the mobile application.
I forgot my password. What should I do?
If you have forgotten your password, you can reset it by clicking on "forgot password" on the login page. 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 8am and 5pm, or by email at experienceclient@familiprix.com.
Can I add family members to My Pharmacy?
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. On the main screen, slide the screen to the left to add a profile. 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 delete my account?
"Click on the home icon at the top left of the application's home page. Then click on the "Bolt" icon at the top right and click on "Delete my account." To confirm the deletion of the account, click on "Confirm".
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 Profile 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?
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 change my notifications?
Click on the "bolt" icon on the top right of the application's main page to access the settings. Then click on the "pencil" icon to the right of the "Configure alerts" text. There, you can choose which type of notification to receive, selecting either a phone to receive a notification on your device's screen, an envelope for an email, or a text bubble for text messaging. Make sure that the icon representing the chosen method is shown in green and click on "Submit" at the bottom of the page.
My Health Profile
What are the advantages of the Health Profile?
The Health Profile 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 Profile also allows you to print your prescription list and your annual purchase statement.
What is a patient key and how do I get one?
The patient key allows you to access your patient file online. It is a secret 8-digit code given to you by your pharmacist. You just have to ask for it at your pharmacy's laboratory.
I tried to add my patient key but got an error message. What should I do?
Check the expiration date of your patient key. For security reasons, these keys are valid for 48 hours. If your key is still valid, be sure to enter your date of birth in the format Year-Month-Day.
Can I add family members to My Health Profile?
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 Profile?
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.
Can I add a new prescription to my file?
Yes, with the "Add a new prescription" feature, you can upload a photo of your prescription. Don't forget to bring the original to the pharmacy to pick up your order.
I have changed pharmacies, how do I make the change in my Health Profile?
First, make sure you have a patient key for your new pharmacy. In the "Access management" section of the Health Profile, 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 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 Profile. We invite you to place your first order by phone.
Can I turn off or change the notifications?
Yes, once logged into your Health Profile, 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 experiencecliente@familiprix.com.
I tried to log in to my account and received an error message. What should I do?
If you receive an error message when logging into your account, you may have entered the wrong password. Also, check the email address to make sure it is entered correctly and that it is the email address you created the account with. If you need assistance with these steps, please 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.
I forgot my password, what should I do?
If you have forgotten your password, you can reset it by clicking on "Forgot password" on the login page. 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 can I print my prescription list?
Go to the "Documents to print" section of the Health Profile, click on "Print prescription list".
How do I print my tax receipt?
Go to the "Documents to print" section of the Health Profile, click on "Statement of account for purchases".
How can I change my notifications?
Once logged into your Health Profile, 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.
Familiplus
What is the Familiplus program?
A rewards program that allows you to save money by earning points on almost all your purchases and gives you access to member pricing.
How to join the Familiplus program?
Option 1: When you next visit a branch, request your Familiplus card and complete your profile online at https://www.familiprix.com/en/familiplus or by calling the Customer Experience Team at 1-844-704-8040.
Option 2: Visit the Familiplus page and create your virtual card with your email. Download the My Familiplus app, fill in your profile, and present your phone when you visit a branch.
How do I earn points?
1- Present your card (physical or virtual) at the cash register, whenever you purchase eligible products.
2- Subscribe to our newsletters and get even more points with our exclusive promotions.
3- Download our "My Familiplus" mobile application and benefit from a weekly point draw. You can also set a Healthy Living walking or running goal via the application and get rewards.
4- Earn more points thanks to our partners: https://www.familiprix.com/en/pages/familiplus-partners
5- 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.
What is the value of points?
For accumulation, you get in base points, 1% of the subtotal of your eligible purchases. Every week, products are targeted with bonus point offers and promotions allowing you to accumulate faster. To redeem your points, each 100 points equals 1 dollar.
Which products are eligible?
Almost all products and services except the following: narcotics, lottery, transportation tickets, and cards, calling cards, gift cards, prepaid products and services, stamps and other products and services at the postal counter, delivery fees, and any other product or service prohibited by law. Specifically, for provinces where it is prohibited by law: prescription and non-prescription drugs and products exempted under the Pharmacy Act and its regulations. See the program terms and conditions for more details.
How do I redeem points?
When you purchase eligible products, present your card and ask the cashier to charge your accumulated points to the bill. You can redeem your points whenever you want and there is no minimum number of points required.
How do I stay informed of current promotions?
Subscribe to our newsletter at familiprix.com/subscribe-familiplus-newsletter and visit the "Flyer" tab of our My Familiplus mobile application every week.
What do I do if I lose my card?
The next time you visit a branch, ask the cashier for a replacement card and then contact the Customer Experience team either 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. An agent will transfer your points to the new card.
What if I have more than one card?
Contact the Customer Experience team either 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. An agent will merge your accounts and transfer your point balance onto one card.
What should I do if my card is inactive?
Cards become inactive after 18 months of inactivity. Contact the Customer Experience team by phone at 1-844-704-8040 or by chat during business hours, Monday to Friday, 8 a.m. to 5 p.m., or by email at experienceclient@familiprix.com. An agent will happily reactivate your card.
If I forgot to present my card on my last transaction for eligible products, can I still get my points?
Yes, you have 30 days from the date of the transaction to claim your points. Contact the Customer Experience team by phone at 1-844-704-8040 or by chat with your invoice in hand during business hours, Monday to Friday between 8 a.m. and 5 p.m., or by email at experienceclient@familiprix.com. An agent will deposit the points on your card.
How do I update the personal information in my profile?
You can update your personal information from your Familiplus online account or by contacting 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 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 My Familiplus mobile application.
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 My Familiplus mobile application. The Customer Experience team can also provide you with information. Contact an agent by phone at 1-844-7080 or by chat during business hours Monday to Friday between 8 a.m. and 5 p.m., or by email at experienceclient@familiprix.com.
What should I do if I want to unsubscribe?
Contact the Customer Experience team by phone at 1-844-704-8040, by chat during business hours, Monday to Friday between 8 a.m. and 5 p.m., or by email at experienceclient@familiprix.com. An agent will happily to assist you.
Can I donate my points to Operation Enfant Soleil?
Yes, you can donate your points to Opération Enfant-Soleil! Donations can be made directly from your online account or by contacting the Customer Experience team by phone at 1-844-704-8040, by chat during business hours, Monday to Friday between 8 a.m. and 5 p.m., or by email at experienceclient@familiprix.com.
How do I change my receipt preferences?
You can change your receipt preference right from your Familiplus online account or by contacting the Customer Experience team 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. You can choose between "Email only", "Email and print" and "Print only".
What is the minimum age required to be a Familiplus member?
The minimum age to be a Familiplus member is 13 years old.
I forgot my password, what should I do?
If you have forgotten your password, you can reset it by clicking on "I forgot my password" on the login page. 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.
I tried to log in to my account and got an error message. What should I do?
If you get an error message when logging in to your account, you may have entered the wrong password. Also, check the email address to make sure it is entered correctly and that it is the email address associated with your Familiplus card. If you need help with these steps, contact the Customer Experience team by phone at 1-844-704-8040, by chat during business hours, Monday to Friday between 8 a.m. and 5 p.m., or by email at experienceclient@familiprix.com.
I tried to activate my card but received an error message saying that my email address is already associated with a card. How is this possible?
If you are getting this error message, you have most likely had a Familiplus card in the past. Contact the Customer Experience Team to have your old account merged with your new card. You can contact us by phone at 1-844-704-8040, 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 change the email address associated with my card?
Yes! Once you have logged into your Familiplus account, click on "Change the email associated with my account" in the list of options on the right side of the page and follow the instructions. If you need help with these steps, contact the Customer Experience team by phone at 1-844-704-8040, 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 change the email address on my account?
Once you have logged in to your Familiplus account, click on the link "Change the email associated with my account" You will be redirected to your Famliprix profile and can click on "change my email address" and follow the instructions. If you need help with these steps, contact the Customer Experience team by phone at 1-844-704-8040, by chat during business hours, Monday to Friday between 8 a.m. and 5 p.m., or by email at experienceclient@familiprix.com.