Frequently Asked Questions

Have a problem accessing your account or loading your Personalized Coupons? Click on one of the tabs below and we'll help you solve your issue.

Optimum

Frequently asked questions about Optimum

  • Where is my Shoppers Optimum Card accepted?

    The Shoppers Optimum Card is accepted at participating Shoppers Drug Mart stores, Shoppers Drug Mart Health & Beauty stores, Shoppers Drug Mart stores and any other designated locations.
  • What if my Shoppers Optimum Card is lost or stolen?

    Simply visit any Shoppers Drug Mart store and advise them that you require a new card. Once you complete the replacement section of the enrollment form, you will receive your new card immediately. The store employee will mail your form and once it is received, the points from your old card will be transferred to your new card. Please allow 3-4 weeks for this to occur.

    If you would like to have your old card deactivated until the points are transferred, please contact the Call Centre.
  • What about privacy of information?

    Please see our privacy policy for more information about how Shoppers Drug Mart manages Shoppers Optimum Member information.
  • What is the policy for exchanges or returns?

    In order to make an exchange or return for purchases, the original cash register receipt must be presented at the time of the exchange or return. The Shoppers Optimum Card associated with the original transaction will have all points received from that original purchase deducted from the cardholder's point balance. In the case of an exchange the appropriate points earned with the replacement product will be added to the cardholder balance.
  • How do I receive Points for my prescription purchases?

    Points cannot be awarded on prescriptions in all provinces. Check with your Shoppers Drug Mart pharmacist to see if this is permitted in your province. In provinces in which Points can be awarded on prescription purchases, simply present your personal Shoppers Optimum Card to the HealthWATCH® pharmacist at the time of payment for your prescription. Points for your prescription* will be added to your balance within 24-48 hours after your prescription has been filled. Once awarded, these points will appear on your cash register receipt the next time you make a purchase. A Shoppers Optimum Member may only accumulate points for prescription drug purchases filled in his or her own name, with the exception of any of the member's children under the age of 16.

    * In those provinces in which Points can be awarded, Points are awarded on the Full Price of the Patient's Prescriptions.
  • If I don't have my card with me, can I still receive Points for my purchase?

    In order to receive points for your purchase, you must present your personal Shoppers Optimum Card at the time of purchase.

My Optimum Account

Frequently asked questions about My Optimum Account

  • Can two Optimum Accounts use the same email address?

    Email addresses unfortunately cannot be used over multiple Optimum accounts. We will use the email address as a unique identifier on your account in the future so you won’t have to always remember your Optimum Card number
  • What does the program do with my information?

    Your information will be treated in accordance with the Shoppers Drug Mart Privacy Policy. Please see our Privacy Policy for further details.
  • How do I change my address and name?

    You can change your address and name online or in the Shoppers Drug Mart app by clicking on “Optimum Account” and then “Edit Profile”. You can update any of the fields and then click save.
  • How do I change my password?

    You can change your password by logging into your account and click on “Edit my Profile”. Click on “Update your password” and then press “Change my password” at the bottom of the page or by clicking “Save” in the app.
  • Where can I find my points balance?

    You can find your points balance in many places online or in the mobile app. It is featured on the home pages as well as in your “My Optimum Account”. Here you can see your Points Balance, Points Value and the amount of points required to get to the next reward level.
  • Is my purchase at store updated instantly when I access my online account?

    Most of the time, but could take up to 24 hours
  • There are two people in my household who each have accounts. Can we combine them?

    You can transfer points by logging into your Optimum Account and clicking on Transfer Points.
  • How do I change my email preferences?

    You can opt-in to emails from Shoppers Drug Mart and ensure that your email address is up to date. First you will need to log into your Optimum online account, click on “Edit Profile”. Check to ensure the email address in your profile is correct and below the email address field you can click “Yes” to receive personalized emails from Shoppers Drug Mart. Once updated, press “Save my updates” at the bottom of the page.

    You can update your email preference in the mobile app by going to “More”, “My Optimum Account” and then “Edit Profile”. Underneath your email address is where you can swipe to opt-in to personalized emails from Shoppers Drug Mart.

    You should expect to receive your first email after opting-in, it will take up to a maximum of 7 days
  • How do I ensure I am getting personalized coupons sent to my email?

    You can opt-in to emails from Shoppers Drug Mart and ensure that your email address is up to date. First you will need to log into your Optimum online account, click on “Edit Account”. Check to ensure the email address in your profile is correct and below the email address field you can click “Yes” to receive personalized emails from Shoppers Drug Mart. Once updated, press “Save my updates” at the bottom of the page.

    You can update your email preference in the mobile app by going to “More”, “My Optimum Account” and then “Edit Profile”. Underneath your email address is where you can swipe to opt-in to personalized emails from Shoppers Drug Mart.
  • Can the cashier use my phone number or email address to access my account information and points at checkout?

    Unfortunately our cash registers do not have the capability for us to look up an Optimum account using phone number or email address
  • How do I logout of my Optimum account?

    Online you can logout by clicking on your name in the top right corner and then click “Log Out” in the drop down menu

    In the app you can logout by clicking on “More” and then “Log Out”
  • Why can’t I sign up for Glow online?

    This feature is temporarily unavailable, but will be available when you are logged into your account, in the near future.

Loading Coupons

Frequently asked questions about Loading Coupons

  • How do I create a digital version of my Optimum card?

    Go to myoptimum.ca to get started

    If you do not have an existing password you will be asked a security question to verify your account. You will then be prompted to create a password.

    You will then be able to create a digital version of your Optimum card that can be accessed at any time through the mobile app
  • How do I load coupons?

    You can load coupons to your Optimum card by logging into your Optimum Online account through the mobile app or the website.

    Once you are logged into your account, then click on “Coupons” in the bottom navigation bar and press “Load to Card” on each coupon that you would like to load.

    If you are opted-in to receive promotional emails, you will also receive weekly emails to notify you that new coupons are available with a link to access, view and load those offers.

    Once you have loaded your coupons, you will be able redeem them when you purchase the qualifying products at any participating Shoppers Drug Mart store by scanning your personal Shoppers Optimum Card (digital or plastic, it’s the same thing).
  • How do I know which coupons are loaded to my card?

    You will be able to see any coupons loaded to your card by accessing your Optimum online account via either the mobile app or website.

    In the app click on the image of the card in the top right hand corner and scroll down to see “Loaded Coupons”

    On the website, click on “My Coupons” and then “Loaded”. You can print this page to remind yourself of the coupons that you have loaded to your Optimum Card.
  • How do I use a coupon?

    Once you have loaded the coupons to your card you can scan your personal Shoppers Optimum card (plastic or digital, it’s the same thing) with your next qualifying purchase in store and the coupon will automatically be applied to your purchase.
  • When will I receive new personalized coupons?

    Coupons are updated weekly. You will receive a notification via email or push notification if you have opted in. There may be circumstances when this frequency is altered. Log into your Shoppers Optimum account regularly to view updated coupons.

    If there are not any coupons there when you first create an online account please click here to contact the Call Centre.
  • Can I view my available coupons on my phone?

    Yes, you can access your coupons through the Shoppers Drug Mart app by simply clicking on “Coupons” in the bottom navigation. If you do not have the app you can download it from the App Store or Google Play.
  • How do I know when I have new coupons?

    You can receive notifications of new coupons via: email and push notifications through the mobile app. If you have opted in to receive emails from Shoppers Drug Mart you will receive notification through these emails. If you have not opted-in, you can do so by accessing your Optimum online profile.

    To receive push notifications make sure you opt-in during your initial app launch. Or if you already have downloaded the app, you can opt-in to receive push notifications from the app Home Screen by clicking “More” > “Settings” and then slide the dot to the right.
  • Can I receive notifications of new coupons by text message?

    At this time you cannot receive notifications of new coupons by text message. You can receive notifications of new coupons via email or push notifications through the mobile app.
  • Why did I not receive the same coupon as my friend?

    Your coupons are just that, yours! Based on your previous purchases, coupons are identified for your favourite products and brands so that we can send you coupons we know you’ll love. So if you’re a fan of cosmetics, we’ll send you coupons on mascara and lipstick, made just for you!
  • Why do I have to load coupons?

    You need to load the coupons in order to digitally associate the coupon with your Optimum Card. By loading coupons you let us know that it is a coupon that you are interested in. It allows us to continue to offer you coupons based on products that you actually like.
  • How soon can I use my coupon after loading?

    Your loaded coupons are available immediately
  • Do my coupons expire?

    Yes, all coupons have an expiry date. The expiry date is noted in the top right hand corner of each coupon. You can also find it by clicking on the coupon for more details.
  • What happens if I forget to load my coupons?

    You need to load your coupons to receive the reward.
  • I received a coupon for Shoppers Drug Mart in the mail, on the web or in an email – why can’t I load that coupon to my digital card?

    Coupons do exist that are not loadable to your Optimum card. Please continue to use these coupons as specified.

    Our agreement with our partners states that a physical coupon must be handed to the cashier for redemption. Please continue to print and present all non-Shoppers Drug Mart coupons to your cashier. To learn more about our coupon policy click here.
  • When I logged in to My Optimum online account there are no coupons when I check the “My Coupons” area.

    You may have used all of your coupons if there are not any coupons under “My Coupons”. Please check back regularly for new coupons.

    If you don’t have any coupons the first time that you login to your account please click here to contact the Call Centre.
  • What are “Selected for you” flyer product?

    “Selected for you” flyer offers are products that we want to highlight for you from this week’s flyer. These items are available to all customers.

    You can also view this week’s flyer by category. For example, Baby, Beauty or Electronics.
  • What is the difference between a Coupon and a Flyer product?

    Flyer offers don’t need to be scanned at the cash, they represent a selection of products on sale at our store that we think are of interest to you but available to all customers. The discounts are automatically applied when you make a purchase.

    Coupons must be loaded to your Optimum card in order to redeem the reward.
  • Can I only use a coupon once?

    Most coupons you can only use once. However, some coupons may have unique quantities, view details for more information on each coupon.
  • I used to get personalized coupons emailed to me, can I still print my coupons?

    We have now made coupons even easier, no more printing required!

    You can simply load coupons to your Optimum card.

    If you had previously printed coupons, this print functionality will be included at the bottom of your email.
  • Do I need to have a smart phone to load coupons?

    The app is available to download for iOS and Android users from the App Store or Google Play.

    If you do not have a smart phone you can still load your personalized offers via our website at myoptimum.ca
  • Why do I need to load individual coupons?

    Loading your personalized coupons allows us to continue to offer you coupons based on products that you really like.
  • How are coupons chosen for me?

    Your coupons are based on your previous purchases. Based on your previous purchases, coupons are identified for your favourite products and brands so that we can send you coupons we know you’ll love. So if you’re a fan of cosmetics, we’ll send you coupons on mascara and lipstick, made just for you! Please see our Privacy Policy for further details.
  • If I load a coupon online will they also appear in the app?

    Yes, your loaded coupons will be visible on the app under your Shopping List or when you click on the card image in the top right corner.

Shopping List

Frequently asked questions about the Shopping List

  • How do I access my Shopping List?

    On the home page of the app click on “More” from the home page and then “Shopping List”
  • How do I add items to my shopping List?

    Any coupons you load, will be added to your shopping list

    When you are browsing the flyer in the app, you can click ‘Add to shopping list’ to add items to your list

    You can also use the open text field to add items to your shopping list for items not from flyer or coupons.
  • How do I delete items from my shopping List?

    To delete an individual item – for the android app slide to the left and for iOS slide to the left and tap delete

    To delete your entire list click on the garbage can in the top right and select “Yes”
  • How long do items stay in my shopping List?

    Flyer offers and personal coupons added to your list will be removed if the expiry date has passed

    If you have typed in the item manually it will stay on your list until you delete it
  • How do I share my shopping List?

    You can share your Shopping List via email, text message, Facebook or Twitter.

    To share your Shopping List click on “More” and the “Shopping List” and then in the top right corner click on the square with the arrow up and choose your method of sharing.

Flyer

Frequently asked questions about the Flyer

  • How will I be notified when a new flyer is available?

    When a new flyer is available, you may receive notifications in two ways: email and push notifications from the mobile app.

    If you have opted in to receive personalized emails from Shoppers Drug Mart you will receive notification in a weekly email from us. If you would like to provide your email address or confirm the email address associated with your Optimum Account, you can do so by logging into your account and click on Edit Profile to view your current email address on file.

    Push notifications allow Shoppers Drug Mart to notify you of new flyer offers and coupons without the need to open the app. You can opt-in to receive push notifications from the Home Screen by clicking “More” > “Settings” and then slide the dot to the right.

Promo Codes

Frequently asked questions about Promo Codes

  • What is a promo code?

    A promo code is a way in which we can identify your account with a particular marketing campaign. For example, there is a promotion the flyer to update your profile for 2,000 Shoppers Optimum points using promo code 1234. Then, when you update your profile in your Optimum Account and enter that promo code,we will be able to award you with the respective points.
  • How do I get a promo code?

    Promo codes are communicated in numerous ways. You could receive a promo code through our Facebook page, website, flyer, direct mail, email or in a store.

    Only one promo code can be used in a six month period.
  • If you participated in a promotion where a promo code was provided, when do I get the points for my promo code?

    You will receive a confirmation email when you use a promo code. The confirmation email will state the date that the Optimum points will be added to your account.

Pharmacy

Frequently asked questions about Pharmacy

  • How do I refill my prescription?

    Click on the” Refill Prescription” button, and follow the steps.

    You will need to enter your prescription number, store number, first name, last name, year of birth and then agree to the terms and conditions.
  • How do I Set-up a Refill Reminder?

    Click on the “Setup a Refill Reminder” button and select the date or number of days that you want to receive the reminder to refill your prescription.
  • How to I refill a prescription I have previously refilled using this app?

    By clicking on the “Refill” button on a prescription listed under Previous Prescription Refills, you will be taken to the “Prescription Information” page where you will need to confirm your prescription number, store number and personal information. You will also need to agree to the terms and conditions. Click “Submit Prescription Refill” to complete the process.

v.i.b.

Frequently asked questions about v.i.b.

  • What is v.i.b.?

    The Shoppers Drug Mart very important baby (v.i.b.) program is an exclusive membership that helps expecting or new parents by providing expert advice and valuable offers, every step of the way. Sign up to the program and you’ll receive a sample package for newborns, which includes a coupon booklet and product samples. When you become a v.i.b. member, you're automatically signed up for e-newsletters that offer advice on a wide variety of topics, as well as coupons for products relevant to your baby’s life stage. To see an example of one of these newlsetters, click here. From breastfeeding questions to tot tantrums and everything in between, v.i.b. articles, promotions and coupons are tailored to your specific needs. Click here to become a member today.
  • Do I need to be a Shoppers Optimum member to join v.i.b.?

    Yes, to register for the v.i.b. program, you must already be a Shoppers Optimum member—both programs are free to join. You can sign up for both the Shoppers Optimum Program and the v.i.b program via the app or the website.
  • When should I join the v.i.b. program?

    To maximize the benefits of the v.i.b. program, we recommend that parents-to-be sign up during their prenatal period so they can take advantage of all the products in the sample package for newborns. To make certain you get your sample pack, ensure your mailing address is up to date. You can change your address online or in the Shoppers Drug Mart app by clicking on “Optimum Account” and then “Edit Profile”. You can update any of the fields and then click save.

    Of course, you are welcome to sign up for the program at any time during your child’s infancy to receive emails and offers up until your child is 24 months old.
  • How will I know that I’m enrolled?

    If enrollment is successful, you will receive a message that says you have updated your profile. You will also start receiving v.i.b. e-newsletters within 1-2 weeks. If for any reason you do not receive the first e-newsletter please click here to contact the Call Centre.
  • How often will I get an e-newsletter?

    From pregnancy to when your child becomes a toddler, your needs as a new parent will constantly shift. v.i.b. sends you relevant information at various intervals to meet these needs. The following outlines the number of e-newsletters you will receive at different life stages:

    • 1st Trimester: one newsletter
    • 2nd Trimester: monthly newsletters
    • 3rd Trimester: bi-weekly newsletters
    • 1 to 12 months old: monthly newsletters
    • After 12 months: bi-monthly newsletters

    The newsletters will automatically stop after your child reaches 24 months.
  • Is the program only for expectant and new moms and dads, or can anyone enroll on behalf of a new parent?

    The program is most helpful and relevant to first-time moms and moms-to-be. Anyone with a baby in their world, however, can join the program, including aunts, uncles, grandmothers, caregivers, etc.
  • What is the “sample package for newborns,” and does everyone who subscribes receive one?

    There are two different sample packs; which one you receive is determined by your baby’s life stage. If you registered during your prenatal period, a sample package with a variety of helpful products—diapers, wipes, baby toiletries, bib, and products for mom—will arrive four weeks after you have registered at the address entered during the registration process. If you sign up after your baby is born, you’ll receive products that fit the needs of a 12-week-old.

    Included in both gift packs is a coupon booklet with Shoppers Optimum Points offers valued at over $10. The sample pack is only available to those who register during the prenatal period or before their child reaches 12 weeks.
  • What brands are participating in the v.i.b. program?

    You can look forward to receiving great samples and/or special offers from some of your favourite baby brands:

    • P&G (Pampers diapers and wipes)
    • Kimberly Clark (Huggies diapers and wipes)
    • Johnson & Johnson (a selection of toiletries, Aveeno Baby products and Children’s Tylenol)
    • Mustela
    • Homeocan
    • Life Brand
    • PC Organics
  • I didn’t receive my sample pack yet. What should I do?

    The sample pack is only available to those who register during the prenatal period or before their child reaches 12 weeks. It’s really important to make sure your profile is up to date and to confirm that all your personal information (ie. mailing address, due date and child’s birth date) is correct. You can update your mailing address, email address, due date or baby birth date information in your Optimum Profile on the web or in the app. If all the information is accurate on your profile, please click here to contact the Call Centre.
  • Can I receive another sample package and set of e-newsletters for a second or third child?

    You can receive one sample package per year. If you become pregnant again, simply update your profile to include the additional birth date or your next delivery due date. This will prompt the system to send you a new sample package, offers and emails that are relevant to your next child. Plus, you’ll also be registered to receive a Happy Birthday card on your baby’s first birthday, which comes with a $10 gift card for President’s Choice products and three Shoppers Optimum offers, which has a value of over $20.

    You will receive the same number and frequency of e-newsletters as you did with your first child.
  • I’ve updated my profile to include my newborn. Will I still receive information relevant to my other child and/or children?

    No. E-newsletters, promotional offers and sample packs are based on your youngest child’s expected due date or birthday. The v.i.b. website, however, provides helpful articles that cover all the life stages of your child from the 1st trimester of pregnancy to toddlers aged 24 months.
  • Are the coupons and special promotions sent via email or mailed to my house?

    The majority of offers will be emailed to you via the v.i.b. e-newsletter. There are some special promotions (ie. sample package for newborns and Happy Birthday card) sent via regular mail.
  • I have a question about my baby’s health. Can you answer medical questions for me?

    The content on the v.i.b. website is general information only and should not act as a substitute for medical advice. All specific concerns should be addressed with your health care providers. If you can’t find the answer to a general baby query in the vast library of v.i.b. articles, your local Shoppers Drug Mart Pharmacist is available to help. Motherisk, a research program that offers information on safety during pregnancy and lactation, is also a reliable source. To learn more about Motherisk, click here or call 1-877-439-2744. For serious or urgent medical issues, we recommend you see your health practitioner as soon as possible.
  • How can I update my v.i.b. profile?

    You can update your email or mailing address online or in the Shoppers Drug Mart app by clicking on “Optimum Account” and then “Edit Profile”. You can update any of the fields and then click save.
  • Why do you ask for personal information, and what do you do with it?

    Shoppers Drug Mart v.i.b. program will use your personal information in the following ways:

    i. To process and store the information provided so that we are able to better understand your needs and to be able to provide relevant information and offers for you and your baby’s lifestage.
    ii. To contact you
    iii. To provide you with special offers and services; and
    iv. To provide you with health-related information or services that we believe would be of interest to you.

    If you do not wish to receive emails, you can unsubscribe from v.i.b. at any time. Please note that unsubscribing to v.i.b. does not terminate your subscription to other Shoppers Drug Mart emails or the Shoppers Optimum program.

    Shoppers Drug Mart respects the privacy of each individual and will not rent or sell information about any v.i.b. member to any organization or individual. Please see our Privacy Policy for further details.
  • Some pages from your site won’t load on my computer. What’s the problem, and where can I report broken links?

    The issue could be with your browser settings or an internal error on behalf of Shoppers Drug Mart. Please click here to contact the Call Centre.
  • How can I unsubscribe to your newsletter?

    At the bottom of all the e-newsletters there is a “My VIB” heading, and underneath that is a link titled “Unsubscribe.” Click on the link and there will be a message stating that your request to be removed from the mailing list has been successfully completed.

App Technical Questions

Frequently asked App Technical Questions

  • If I don’t have an internet connection when using the Shoppers Drug Mart app, will I still be able to access my coupons?

    Without internet connection, you will still be able to access coupons that have been previously loaded to your card.
  • What happens if I delete the app from my phone?

    Simply reinstall the app on your phone and sign back in with your email and password.
  • Can someone else sign in to the app from my phone?

    Yes, if you log out of your account, someone else can use their Optimum card number and password to access their Optimum account on your phone
  • Can I be logged in on two phones?

    You can only be logged into your Optimum account on one device at any one time.
  • Can I have my Digital Optimum Card on two phones?

    You can only be logged into your Optimum account on one device at any one time.
  • What is the benefit of turning on “Location Services”?

    When you turn on Location Services your closest store will be determined and flyer offers that apply to the stores closest to you.
  • What if I already have the old app?

    You will need to download the new app from the App Store or Google Play
  • What does continue as Guest mean?

    Continuing as guest means that you only have access to the general flyer and offers available to everyone. By logging in your will have access to personalized coupons and flyer offers that we think you will like plus all of the other Optimum account features (edit profile, points balance etc.)

    If you would like to sign up or log in at a later time, you can do so from the home screen or through the “more” menu tab
  • What do I have access to without internet connection?

    The Digital Optimum card will still work even without an internet connection. However internet connection is required to load and view your coupons or check your Optimum balance.

Website Technical Questions

Frequently asked Website Technical Questions

  • Who do I call for Technical support?

    Please click here to contact the Call Centre
  • What do I do if I can’t log in to my account online?

    There are a couple of reasons why you might not be able to log in which are as follows: your account is locked, your optimum number is incorrect, your password is incorrect, or your account has not been activated.

    You can reset your password by clicking on “Forget Password?” in the log in screen and an email will be sent to you to reset your password.

    If you have not yet activated your online account, you can do so by providing a few pieces of information

    For any of the other reasons, please click here to contact the Call Centre
  • How do I report a problem with shoppersdrugmart.ca?

    Please click here to contact the Call Centre