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Hydropothecary packaging and labelling update


By April 17, 2019, all medical cannabis must adhere to the same packaging requirements as adult-use cannabis, as set out in the Cannabis Regulations. Find out more.

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1. Registration

Get started by completing your Registration online for the fastest experience possible.

You can also download and print a copy of the Registration Form - simply complete the form, scan and email back to us at info@hexo or fax it to 1-888-965-4623.

2. Medical Document

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This document, often referred to as a prescription, is to be completed by your healthcare practitioner (physician, surgeon or a nurse practitioner) and will specify dosage requirements and duration. Once they have completed the document, please have your physician's office or clinic fax it back to us at 1-888-965-4623.

Should your physician give you the original document, you can either send it to us by mail or have it picked-up by a courier at no charge to you. If you would like this option, please contact our Customer Experience Team at 1-844-406-1852 and we will schedule a convenient time for pick-up.

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Additional forms

Additional forms to download, only required if they are applicable to you:

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How to Talk to your Doctor

Talking to your doctor about medical marijuana should not be a difficult or uncomfortable experience, though you may be wondering how to approach the conversation. Below are some tips on how to broach the topic.

1. Share your experience and reasons why you think medical marijuana might be worth considering for your treatment. This could include the efficacy or side effects of current medications you are on. If you have had personal experience with using marijuana and found it to have a positive effect on alleviating your symptoms, say so. You may also wish to voice concern about your ability to access a safe and legal supply of medical marijuana, versus obtaining it from an untrustworthy source.

2. Once explaining your reasons, simply ask your Doctor if they are willing to sign your medical document.

3. If your Doctor is unwilling to sign your medical document ask them if they are willing to sign a referral form for a doctor that specialises in Cannabinoid therapy.

4. If your Doctor is unwilling to sign a referral, we can help. Give us a call to learn more. 1-844-406-1852

Frequently Asked Questions

For New Clients
How do I register as a medical client of HEXO?

Welcome to HEXO! To become a medical client, you must be residing in Canada and have the necessary medical documentation for cannabis, signed by a healthcare practitioner. To obtain medical documentation, talk to your doctor about medical cannabis. If you do not have a doctor, or find your doctor unwilling, we might be able to help. Contact our Monday through Friday, from 7 am to 7 pm EST customer service line at 1-844-406-1852 to get started.

What information do I need to provide on my medical document?

The medical document should be filled out by your authorized health care practitioner, and should include the following information:

  • Patient's given name, surname, date of birth
  • Health Care Practitioner's name, profession, province(s) authorized to practice in, licence number(s)
  • Health Care Practitioner's business address, phone number, fax number, email address
  • Period of use, and daily quantity of dried marijuana to be used by the patient (g/day)
  • Patient's medical condition
  • Maximum THC percentage, Maximum CBD percentage

Download our medical document here.

I have my medical document. How do I place an order?

Congratulations, you’re on your way! Once you have your document, call or email to register with us. You can download the necessary registration form here. Once that is submitted, we will confirm the registration and create a unique Client Identification Number (CID) for your account. With your CID, you can then sign-in and create your account on our online webstore or call us Monday through Friday, from 7 am to 7 pm EST to place your order. Once your order has shipped, we will email you a tracking number and you will be able to check the status of your order. You can also call our Monday through Friday, from 7 am to 7 pm EST customer service line at 1-844-406-1852 to inquire about the status of your order.

How do I pay for my order?
We accept Visa, Visa Debit and MasterCard. Your payment is entered at time of ordering and is pre-authorized. It will be finalized when your order is ready to ship.
How will I receive my order from HEXO?

Once we receive your order, we will ship it directly to you. Purolator or Canada Post will deliver your discreetly packaged order anywhere in Canada. We offer evening and Saturday delivery where available in Canada. Purolator or Canada Post will deliver your order to your residential address. Deliveries typically take one to three business days depending on your location.

Once I send my medical document to a licensed producer, can I get it back or transfer it to another producer?

Once you are registered with an LP they may only return a copy of your Medical Document to you for your records, as each LP requires an original document in order to process your registration. With respect to an LP transfer, you may have the LP with which you are currently registered cancel your active registration and have your medical document transferred to another Licensed Producer of your choosing at any point during the period of use of this document.

Does HEXO offer direct billing to Veterans Affairs Canada?

Yes, we are proud to support Canadian veterans by direct billing to Veterans Affairs Canada. Under certain circumstances, military veterans are provided insurance coverage with Veterans Affair Canada.

Are there any sales taxes when I order with HEXO?

You will be charged the appropriate sales tax based on the province of residence indicated on your registration document. However, HEXO will continue to absorb the federal excise tax for all our medical clients.

What is HEXO’s return policy?

We deal with each concern on a case by case basis. Please call our Monday through Friday, from 7 am to 7 pm EST customer service line at 1-844-406-1852 if you would like to discuss returning a product.

About Our Product
What formats are HEXO products available in?

HEXO products are available in standard sizes of 3.5g and 15g for flower, 15g for milled dried cannabis, 5g for Decarb Activated Powder and 15ml for Elixir.

Does HEXO have any dried, milled products?

Yes! We are proud to offer Canadians both dried milled products ready for vaping or Decarb, our pre-activated fine-milled powder ideal for adding to food or beverages. Decarb THC, CBD or 1:1 is already activated, so should not be heated or vaped. Our clients can also put Decarb into capsules using our capsule maker. Store Decarb and all cannabis products in a cool, dry place away from children and pets.

What is Elixir sublingual cannabis oil?

Elixir is a medical cannabis peppermint oil or plain medium-chain triglyceride (MCT) sublingual spray, intended to be sprayed under the tongue. Elixir is available in two products.

Elixir CBD contains 50-60 mg/ml of CBD. Elixir THC contains close to the maximum allowable THC level of 30 mg/ml. Elixir is activated and ready to use. No dropper or oral syringe is required ensuring a discreet, easy and convenient method to consume your medicine.

How do I use Elixir?

Spray desired number of sprays under the tongue. Hold for 30 to 60 seconds prior to swallowing. To achieve a consistent amount, fully depress the nozzle for each spray. Elixir can also be mixed with food or drinks, but should not be heated or vaporized, as the cannabinoids are already activated. Store Elixir and all cannabis products in a cool, dry place away from children and pets.

What measures does HEXO take to ensure quality control?

We have more than 400 quality control points governing everything from the greenhouses to labs and from harvest to delivery. We also use gamma irradiation as we believe in nothing but the safest of products. Gamma irradiation is safe and is widely used. In fact, many of the items that you purchase in the grocery store are most likely treated with gamma irradiation.

Does HEXO offer edibles?

Cannabis edibles and beverages will be made available to the adult-use, recreational market across Canada under the Cannabis Act in October 2019. In the meantime, HEXO’s medical Elixir and Decarb product lines are fully activated and ready to consume without heating, vaping or smoking. They can be incorporated into food and beverages. ready to consume in your food or beverages.

Living With Cannabis
How do I store my medical cannabis?
As with any prescription medication, cannabis should be stored in a cool, dry place away from children and pets.
How much cannabis can I carry at one time?
Under the Cannabis Act, an individual can carry a maximum of 150 grams of dried cannabis, or 30 times their daily authorized amount at any one time, whichever is less. For example, if a medical client is prescribed 2 grams per day, they are limited to possessing a maximum of 60 grams (30 days x 2 grams) at one time. If you are prescribed 6 grams per day, you would only be able to carry the maximum of 150 grams, even though this would be less than your 30-day supply. In addition, clients can carry 30 grams of recreational cannabis.
How do I travel with my medical cannabis?

Using the guidelines regarding the maximum amount an individual can carry with them, you can travel within Canada with your cannabis on your person or within luggage. However, it is unlawful to travel with cannabis outside of Canada, even with a prescription or to areas where cannabis is legal, such as some American states. If you travel outside of Canada, ensure you pack a bag that has not previously held cannabis, as canine agents can detect trace amounts.

Cannabis 101
What is decarboxylation, or decarboxylated cannabis?

Decarboxylation or decarbing is the process of applying heat to dried cannabis in order to activate cannabinoids in the plant. HEXO’s Decarb activated powder is then fine-milled to the consistency of flour. Decarb gives you more options and flexibility when it comes to consuming your medicine and provides an alternative to smoking, vaping and oils. Learn more about Decarb here.

How is cannabis oil produced?

Dried cannabis flower is processed through a state-of-the-art supercritical carbon dioxide (CO2) extraction procedure that uses only naturally occurring food grade CO2. No harsh solvents or any other co-solvents are used. After extraction, the resulting resin is mixed with high grade carrier oils. Nothing else is added, only cannabis extract and the carrier oils. Each lot of finished cannabis oil is tested to measure cannabinoid levels and quality.

What is a carrier oil?

HEXO uses a medium-chain triglyceride (MCT) oil for our Elixir oil products. Our MCT oil is derived from natural sources and is very often used in foods, pharmaceuticals, and nutritional supplements. MCT oil is highly permeable in the human body, which will greatly aid in the absorption of CBD, THC, and other cannabinoids.

How are CBD and THC extracted from cannabis flower?

HEXO uses supercritical extraction, which puts cannabis under a large amount of pressure and exposes it to carbon dioxide (CO2) in a state that is similar to both a liquid and gas. Active components such as THC, CBD and terpenes are extracted.

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Medical Document

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About Applicants Caregiver

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Veteran Affairs Canada Forms

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Referral Form

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