FAQ

General

  • Where are you located?

    Pascoe Canada is in Richmond Hill, ON. Pascoe Canada is the Canadian subsidiary of Pascoe pharmazeutische Präparate GmbH, a family-run manufacturer of natural healthcare products headquartered in Giessen, Germany.

  • Why buy my healthcare products online?

    There are many reasons our customers’ shop at www.Pascoe.ca, some of which include:

    • It’s very easy and convenient to order at any time, any day
    • You can see and repeat your previous orders with 1 click
    • You can use Amex on online orders
    • You have access to all kinds of promotions when you subscribe to our newsletter
    • Health Care Practitioners (HCPs) and Retailers can profit from our100$ minimum order Free ship voucher code sent to you in our newsletter at the beginning of each month
    • You can change the shipping address on every order
    • HCPs can DROP SHIP to clients Free of charge
  • How do I register for an account on Pascoe.ca?

    In 4 easy steps, you can open your Pascoe account:

    1. Go to www.pascoe.ca and click on My Account/sign in or register on the right side of the menu bar or simply click here.

    2. Enter all your information as a new client

    3. Continue and save

    4. Wait up to 1 business day for approval. You will receive an email confirming your account has been approved.

  • Can I trust Pascoe.ca?

    Because we care about your satisfaction as a customer and understand you may have concerns about entering personal or credit card information over the Internet, we have installed security measures that employ state-of-the-art technology to guard against the loss or misuse of all personal information that is handled through the Site. Our servers use a security protocol called SSL (Secure Socket Layers) to ensure the transmission of your personal information takes place in complete security. SSL encrypts all information entered on the Site before it is transmitted over the Internet, which prevents the interception of data and ensures data integrity during electronic communications.

  • How do I edit my account information?

    Updating your account is amazingly easy. Please follow these steps:

    1. Login to your account at Pascoe.ca
    2. Select “Overview” which will display your account dashboard
    3. Here you can update your profile, primary billing address, payment method, and primary shipping address

Ordering

  • How old do I have to be to order at Pascoe.ca?

    To order at www.Pascoe.ca, you must be of the age of majority and over. If you are under the age of majority, you can use the Site only with the permission and under the supervision of your parents or your legal guardian.

  • Is my order subject to tax?

    In accordance with applicable provincial and federal laws, we are required to charge HST/GST and provincial sales taxes. The applicable sales tax is determined by the province of delivery and the HST/GST is applicable to all taxable merchandise and services delivered in Canada. The appropriate sales tax amount will be displayed on the checkout section of the Site prior to the completion of the purchase transaction.

  • How do I know that my order has been received?

    Once you have placed your order online, you will receive an order confirmation email to let you know that we have received your order. Didn’t receive this email? Sometimes this email ends up in your “Spam” or “Junk Mail” folder. Please do not hesitate to contact us to confirm your order or check on its status, we’re always happy to help!

  • How do I cancel my order?

    If you have placed an order online and need to cancel it, we will do our best to accommodate your request. As this is a time-sensitive action, contact our Customer Service Representative as soon as possible and have your Pascoe.ca order number readily available. You can request a cancellation by (1) PHONE: 1-866-535-0099 (2) EMAIL: [email protected]. Please include your Pascoe.ca order number in your email. Please be aware that once your order moves into the “processing” or “shipping” stage in our warehouse, we may no longer be able to cancel. If this occurs, we can help facilitate a return upon delivery.

  • Can I make changes to an order that has already been placed?

    We kindly ask that you double, or triple check all order details thoroughly prior to placing your order. As our orders are processed electronically, it is not possible to make any changes to the shipping address through the Site once an order has been placed. Furthermore, orders cannot be cancelled or modified through the Site if the products ordered have already been shipped. If you are paying by credit card, your credit card will be charged only once the order has been processed.

    Please note, that once your order moves into the processing stage in our warehouse, we may no longer be able to cancel it. Should this be the case, we can help facilitate a return upon delivery (excluding final sale items).

  • The item I want to purchase is sold out. What do I do now?

    We work hard to ensure that our products are stocked and available for when you need them most! If the product you are looking for is sold out and you would like to be notified once this product becomes available, please visit the product page and enter your email address in the space provided.

  • Do I need a Pascoe.ca account to place an order?

    You do not need to have a Pascoe.ca account to place an order. Once you proceed to checkout, simply check the box “Don’t create customer account”. We do however encourage HCPs to register on Pascoe.ca to access our specialized products.

  • Where can I find my order history?

    Once you have logged into your Pascoe.ca account, simply hover your mouse over your name at the top-right hand side of the page. With one click of your mouse, you can access your “Past Orders” or “Quick Orders” to view all your Pascoe favourites!

Shipping

  • Where do you ship?

    Pascoe offers to ship in Canada only. 

    For more detail, visit our Shipping Terms & Conditions page.

  • What shipping method do you use?

    We ship our products using Canada Post and FedEx.

  • How long will my order take to arrive?

    We make every effort to have our products delivered within a reasonable time. An order confirmation will be emailed to you immediately. Your order will be processed the same day or the next day. Once your order leaves our warehouse, it may take 2 to 7 business days for your order to arrive depending on the province and delivery carrier. For very remote areas in Canada, orders may take up to 10 days.

  • How can I qualify for free shipping?

    On Pascoe.ca, we offer free shipping on qualifying orders. At checkout, we will notify you of whether you have qualified to receive our free shipping services.

    Returns and Exchanges

    • What is your return policy?

      Should the need arise to return an order once you have received it, we will do our best to accommodate your request. Pascoe prides itself in offering only high-quality products produced and quality controlled in our own facility. If for any reason you are not completely satisfied with your product(s), all returned product(s):

      • Must be returned within thirty (30) days of purchase
      • Must be in a resalable condition (unopened, no price stickers attached, box undamaged)
      • Have an expiry date over 1 year
      • Returned to Pascoe Canada Head Office at the expense of the client (unless the return is due to a Pascoe error). We suggest that you send the product using a trackable service and in protective packaging.

      Return shipments should be addressed to our head office:

      Pascoe Canada Inc.
      40 Vogell Road, Unit 70
      Richmond Hill, ON
      L4B 3N6

      All returned products that are not due to a Pascoe error will be charged a 15% restocking fee. Returns are not accepted on items bought at a discount or any promotional offer.

    • If an order arrives damaged, is there reimbursement for the cost of shipping?

      Every effort is taken to assure that you receive your order in excellent condition and in a timely manner. Please contact our Customer Service Representative at [email protected] should you receive a damaged order.

    • How do I make a return request?

      If you would like to arrange a return, please contact Pascoe at [email protected]. One of our Customer Service Representatives will be happy to help you!

    Privacy and Security

    • What security measures do you put in place to protect my identity and financial information?

      Pascoe is determined to protect the privacy of all the Site’s users and to maintain the integrity of all information identifying a person that it collects, uses, holds or discloses through the Site. Pascoe will not communicate information about you to third parties without your express consent and will disclose such information solely in accordance with its Privacy Policy. We invite you to consult the Privacy Policy for complete details of our commitment to protecting your privacy and your personal information.

      However, information sent or received over the Internet is generally not secure. Pascoe cannot guarantee the security of any communication to or from the Site. Pascoe does not assume any responsibility or risk for your use of the Internet.

    • Will I receive a junk email from you after I place an order?

      Just like you, we don’t like spam either. No, we do not send unsolicited emails. If you would like to receive our monthly newsletter, you can sign up on our homepage. We only use your email to send notifications to keep you up to date on the status of your order.

    • I do not wish to use my credit card, are there alternatives?

      Pascoe.ca offers PayPal as an alternative payment option.

    • Why does Pascoe.ca not store or remember my credit card number?

      The reason we do not ask to store or remember your credit card number on Pascoe.ca is because we take the upmost precaution to protect our customers. We partner with the experts at paying online and we want to ensure that every transaction is 100% secure.

    • How can I securely change the email address on my Pascoe.ca account?

      To update your email address on Pascoe.ca, please follow these steps:

      1. Login to your account at Pascoe.ca
      2. Simply hover your mouse over your name at the top-right hand side of the page and click “Profile”
      3. Here you can easily and securely change your new email address