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Herbal dispensing FAQ
If your question isn't here, call us or send a message from the contact page. We're happy to walk you through it.
The formula builder
Can I build a custom formula for a patient?
Yes. Combine one or more single herbs, as granules or as tinctures, set the quantities and give the dosage.
Do I have to re-enter formulas each time?
No. Every formula is saved as a template that you can reuse or change for any patient.
Can I see what I've prescribed to a patient?
Yes. Each patient has an order history. You can reorder a formula, or edit it and send it again.
Will you help me choose a formula?
No. We only sell to practitioners who diagnose and prescribe on their own, and we dispense exactly what you prescribe.
How many herbs do you carry?
377 single granule herbs and 216 single tincture herbs. The catalogue is searchable once you have an account, and we often source extra herbs on request.
Do you blend raw or dried herbs?
No. We only dispense granule and tincture formulas.
Can you put granules into capsules?
Yes, for an extra fee.
Are the granules tested?
Our granules come from established granule manufacturers that follow GMP guidelines, and they are tested for heavy metals and pesticides.
Labels and paperwork
Does each formula have a label?
Yes. Each label carries your logo and contact information, the dosage instructions, the herbs and their quantities, and the total quantity.
Does the patient get anything else?
Yes. An info sheet goes with every formula. It has the full details, including any dosage and preparation instructions that don't fit on the label.
Checkout and payment
What payment do you accept?
Major credit cards, and Interac e-Transfer. Prices are in Canadian dollars.
Who pays for the order?
Your choice at checkout. You can pay, or we send your patient a secure link by email, text or both so they can pay us directly. Patients can also pay from their patient account.
Can I add a markup?
Yes. You can add a markup to the formulas you order, which your patient pays when they pay for the order.
Can one order cover several patients?
Yes, for example a family, as long as one person pays for the whole order and it ships to one address.
Is there a fee for the practitioner account?
No. The account is free. You pay only for the orders you place for yourself.
Shipping
Can you ship directly to my patient?
Yes. Choose the patient's address at checkout. You can also ship to your clinic, or the order can be picked up in Keswick.
How fast do orders ship?
Paid orders received by 1 PM Eastern, Monday to Friday, often ship the same day. That's a target, not a guarantee: it depends on how many orders we have that day. Carriers do not deliver on weekends.
How long does delivery take?
That depends on the carrier and the distance. Within the Greater Toronto Area, delivery usually takes one day and at most three. Longer trips take longer.
Do you ship outside Canada?
Yes, to most countries. Shipping to the United States is paused for now. See the shipping policy.
Refills and patient accounts
What is a refill?
Your permission for a patient to reorder the exact same formula later, by themselves.
How do I set up refills?
When you build the formula or while it's in the cart, set the number of refills, how often one can be ordered, and when they expire. You can change them later from your account.
How do patients order refills?
They log in to their patient account, click Order refill, choose delivery and pay, with a saved card if they have one.
What is a patient account?
A secure page where your patient can see their order history, pay for orders and refills, and manage their details.
Still stuck? Send us a message. Patients: see help for patients.