Frequently Asked Questions

Why was NAPAC created?

NAPAC seeks to improve the quality of care provided by your neighborhood licensed pharmacists, health care provider sites and licensed Canadian pharmacies. While other organizations exist to serve large retail pharmacy chains, the cost of participation in highly recognized professional associations is not financially within the reach of small to medium sized pharmacies and health care providers. While a pharmacy (whether it be located in the United States or Canada) may offer the best customer service, receive no complaints and adhere to state, federal and/or provincial regulations, such organizations had no venue in which to identify their untarnished reputations to the online community. NAPAC was founded to offer online pharmacies and health care sites a way in which to convey their untarnished reputations to the online consumer. Organizations such as NAPAC exist to offer consumers a way to identify what's right, what's wrong and what can be done to improve online services in one of the fastest growing industries.

What does the NAPAC Seal represent?

The NAPAC Seal serves to identify member sites which are in "Good Standing" and adhering to NAPAC Standards & Practices guidelines.

Does NAPAC recognize health care sites and/or pharmacies in other than Canada or the United States?

No, NAPAC does not recognize health care sites in any other countries except the United States and Canada.

How do I become a member of NAPAC?

A prospective member must submit an Application, which requires disclosure of specific information. This information includes a copy of his or her State Board of Pharmacy license (if the applicant is a pharmacy located in the United States), a copy of his or her pharmacy license in the Province in which it was issued (if the applicant is located in Canada), disclosure as to the number of employees, disclosure as to any pending State, Federal or International investigations, a statement describing customer care support initiatives and supportive documentation relating to any guarantees or warranties which may be applicable to products offered for sale on a potential member's site. In addition, all member sites must post a verifiable street address, verifiable telephone number, verifiable e-mail address for Customer Support and a clear and concise Frequently Asked Questions (FAQ's) page.

Is NAPAC a regulatory body?

No, NAPAC does not regulate pharmacies or health care sites. The State Board of Pharmacy located in your state regulates United States based pharmacies. If you have a complaint concerning a Canadian pharmacy, the Pharmaceutical Association located within the Province in which that pharmacy is located is where such a complaint would be directed. NAPAC is not a government web site.

What are NAPAC Standards & Practice Guidelines?

Members will not sell medications without requiring a valid prescription.

Canadian NAPAC members will not ship narcotics or controlled substances into the United States.

Canadian members must require that a United States resident have a verifiable Primary Care Physician. Canadian members must maintain a Medical History Form and health profile on all United States citizens.

Canadian members must require that United States residents provide the name, address and telephone number of their United States based Primary Care Physician. Canadian members must maintain copies of all prescriptions approved and written by Canadian Licensed Physicians.

What type of sites does NAPAC generally approve for membership?

Licensed pharmacy and specific health care provider sites located in the United States and Canada. NAPAC approves sites, which offer health related content and access to licensed pharmacies in the United States and Canada.

What types of sites would NAPAC not approve?

Any site, which offers to dispense medications without a valid prescription would not be approved.

NAPAC recognizes that legitimate online sites may not be able to afford a toll-free number. Sites, which offer no telephone number at all, would not be approved, however, sites which receive more than 500 calls per month, would be approved if such a site offers a direct dial telephone number. Sites that solely offer prescription medications and offer no access to a licensed pharmacist or a certified pharmacy technician would not be approved.

What about faxing prescriptions to a Canadian pharmacy?

Prescriptions, which are filled in Canada, require a valid prescription to be written and signed by a Licensed Canadian Physician. United States prescriptions faxed to a Canadian pharmacy are not valid in Canada at this time. However, a Canadian physician uses a valid prescription issued by a consumer's United States primary care physician, as one standard for reissuing the prescription under his or her Canadian license. In addition, an in-depth Medical History Form in conjunction with a valid (US) based prescription, allows the Canadian physician to determine whether or not to reissue a US prescription under his or her license. Canadian physicians also have the option to speak directly with a consumer's primary care physician to ensure an open line of communication concerning the consumer's condition, diagnosis, treatment and prescription medication requirements.

Does NAPAC offer a Complaint Center for consumers?

Yes. This is what NAPAC is all about! NAPAC acts as a powerful liaison between the consumer and a NAPAC member web site. NAPAC follows one philosophy in determining if a member site or licensed pharmacy has violated NAPAC Standards & Practices Guidelines…the customer is always right! When NAPAC receives a complaint from a consumer regarding a NAPAC member site, immediate action is taken!

NAPAC has no government red tape to cut through to investigate a consumer complaint. All consumer complaints are answered within forty-eight hours. If a complaint is received on a Friday before the close of business day, the complaint is investigated on the following Monday. If a NAPAC member site does not answer a complaint within forty-eight hours (excluding weekends), the member site can be suspended until an answer to the complaint is received by NAPAC. Once a complaint is investigated, the consumer receives an e-mail and/or telephone call informing the complainant of the answer received by NAPAC.

NAPAC places the burden of proof on the NAPAC member. If a violation is considered a serious health threat to online consumers, NAPAC will report the incident to the appropriate authorities. If, in the opinion of NAPAC, a consumer complaint is invalid, a consumer can appeal to NAPAC for further review and consideration of the complaint.

Complaints filed by consumers are not accepted on face value alone. NAPAC requires supportive documentation of a violation. In order to ensure a fair and equitable process in settling disputes and/or complaints, NAPAC requests that consumers submit all e-mail's, letters and a brief summary of the violation to NAPAC. Consumers with complaints simply click on the Advocacy button to file a complaint.

Can a NAPAC member be banned completely from membership?

Yes. Under certain circumstances such as, repeated offenses and/or violations of NAPAC Standards & Practices, a member could be banned without the option of appeal.

How do I know if a site has been suspended?

NAPAC maintains a database of its member sites. Sites that have been suspended are identified by the word "Suspended" next to their name. Sites that have been banned permanently are identified by the words "Permanently Suspended". Members, who are active and adhere to NAPAC Standards & Practices Guidelines are listed in NAPAC database.

NAPAC sites which are members in "Good Standing" are sites, which display a NAPAC Report Card.

NAPAC Investigative Fees:

NAPAC requires that a member site pay a yearly investigation fee and on-site inspection. Potential members must remit the sum of $10,000.00 by corporate check, money order or wire transfer (credit cards are not accepted) to the NAPAC corporate office. If a member site is suspended, an additional investigative fee of $5,000.00 must be forwarded to NAPAC to be reconsidered for membership. If a site or organization is permanently suspended, there is no appeal process available. In addition, a suspended member site is identified for the remainder of the year as a site which has been "Suspended".

Copyright © NAPAC 2003 All Rights Reserved