Medical Product Ordering, Shipping and Insurance FAQs
How was Inner Good started?
Inner Good was founded in 2016 by AJ Leveille (pictured above) and Kirk Robinson. Two longtime friends who saw opportunity out of their personal health struggles as patients and supporters. AJ has an ileostomy as a result of Ulcerative Colitis and wanted to help others knowing firsthand what it’s like.
AJ & Kirk’s vision was to help Canadians living with unique medical conditions find the services, products and community they need to live life on their terms. Hiring employees who themselves understand the medical life is an important piece to Inner Good’s vision.
Both Carly and Alexandra are cancer survivors and Carly has a permanent colostomy. Alexandra has been with Inner Good since 2018 and Carly since 2022. One of these lovely ladies is always happy to take your calls or answer your emails and help you find what you need.
Where do my products ship from?
99% of the time your order ships from the province of your order address. We have access to warehouses all over Canada and orders ship from the closest. The couriers used by the warehouses are Purolator and FedEx. Our head office is located in Greater Vancouver, but that doesn’t mean we ship from here. We do have some items held in our office, specifically Sexual Health products. These will ship from our office via Canada Post. No matter where your order is shipped from, we will send you tracking information so you can be home at time of delivery. Because most orders are expensive and/or of a sensitive nature, all packaging is discreet so nobody would know what is inside.
Why is my order taking a little longer?
There are times when stock levels change quickly which can cause a delay in your shipment. The warehouse purchasing team then places an order for the product which depending on the item, will result in a delay of our usual quick shipping times. We monitor orders closely and do our best to keep you informed. If you’re ever in a time crunch, we suggest calling us before placing your order. We will reach out to the warehouse closest to you and find out product availability. This way we will know if the item is available and go from there. If the item is not currently available in your province but is available in another, we have options which we can discuss in more detail over the phone.
How do I submit my receipt to my insurance provider?
Every order placed with Inner Good gets a PDF receipt attached to it. You can save this receipt and it should be accepted by your insurance provider. We haven’t heard of customers having issues with using our receipt as we are a registered Medical Store. Should you have any issues or questions about this please feel free to give us a call.
If you are a customer registered with BC Fair Pharmacare, we are able to refund you according to your coverage at the time of your order. All we need is your name details, Personal Health Care Number (PHN) and date of birth on file with Pharmacare. The amount covered by Pharmacare will be refunded back to the card used for payment.
If I don’t see the product I’m looking for on your site, does that mean it’s not available?
The short answer is no, it definitely could be available. We do our best to ensure we have most products listed on our site, but we know there are more out there. We’re always looking for new product opportunities so please let us know the product you’re in search of and we will see if we can get it for you. The more detailed the description including a product number if you have one, makes the search much easier. We like to joke that we’re medical supply detectives, so leave the case with us and we will see if we can crack it! As always you can reach out to us by phone or email.
Have any questions we didn’t answer in this blog? Drop a comment and we will be in touch with you.
We truly value you choosing Inner Good as your provider of choice. We know there are other options available, and hope the story of Inner Good and our customer service standards hold us above the rest.
