We’re Here to Help
Whether you have questions about becoming a patient, your prescription, insurance, pricing programs, or an order, our team is here to help.
Contact Tilray’s Patient Care Team
Real support starts with real people. Our Patient Care team takes the time to understand your needs and help you navigate your cannabis journey with confidence. Explore the contact option that works best for you.
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Frequently Asked
Questions
What do I need to get started with Tilray Medical?
Registration
You'll need to register for an account on tilraymedical.ca and have a medical document sent to us from your healthcare provider. We'll review it to complete your registration, so you can place orders within the limits set by your practitioner.
A medical document is similar to a prescription because it authorizes access and sets your amount, but it isn't a prescription. In Canada, it's the standard document used to authorize medical cannabis.
How do I get a medical document if I don’t have a healthcare provider?
If you don’t currently have a healthcare practitioner, use our Clinic Locator to find a clinic or practitioner who may be able to assess you for medical cannabis. If appropriate, a physician, or (where permitted) a nurse practitioner, can complete a medical document and send it to Tilray Medical.
If you’re not sure where to start, contact our Patient Care team and we can help guide you.
How will I know when Tilray Medical has received and approved my medical document?
Once your medical document has been reviewed and processed, you’ll receive an email confirmation letting you know your account is approved and you’re able to place an order.
Depending on your registration, you may also receive a welcome call from our team to help you get started and answer any questions.
When and how do I renew my medical document with Tilray Medical?
We’ll send reminder emails as your medical document is approaching expiry, with instructions on what to do next. If needed, we can help you navigate the renewal process and get a new medical document from a healthcare provider for the next period of use.
Do you offer coverage for Veterans?
Yes. Tilray Medical offers a Veteran Support Program that may provide coverage for eligible veterans. Depending on eligibility, coverage may apply to certain formats, including dried flower and select ingestible or inhaled options. To learn more about what’s offered, visit our Warrior Wellness page.
If you have questions or want to confirm eligibility, contact the Patient Benefits team at 1-844-427-4742 or email patientbenefits@tilraymedical.com.
Do you offer Compassionate Pricing and Senior Pricing or other Pricing Programs?
Yes. We offer pricing programs, including Compassionate and Senior Pricing, to help make medical cannabis more accessible for patients who need it. Program availability and eligibility can vary.
For details on what’s offered and how to apply, visit our Pricing Programs page.
Can private insurance cover medical cannabis?
Most private insurance plans do not currently cover medical cannabis. However, some insurers and workplace benefits plans offer coverage in certain situations for eligible patients. To see the most up-to-date information (including insurers/plan types we support), visit our Insurance page.
If your insurer confirms coverage—or you’re not sure what to ask—contact our Patient Benefits team at 1-844-427-4742 or email patientbenefits@tilraymedical.com. and we can help guide you through next steps.
Does medical cannabis have a DIN for insurance claims?
Most medical cannabis products do not have a DIN (Drug Identification Number), because they are not approved as prescription drugs under the Food and Drug Regulations.
However, each product in our store is assigned a PIN (Product Identification Number), which may be used for insurance reimbursement purposes. You can find the PIN on your receipt.
If you’re submitting a claim or your insurer has specific requirements, visit our Insurance page for guidance or contact our Patient Benefits team for support
How do I find products that match what I’m looking for?
Use the search bar at the top of the page if you know what you’re looking for (e.g., a product name, format, or keyword).
If you’re still exploring, browse through the store and use Filters to narrow results based on the product characteristics you want, such as format, THC/CBD, terpenes, or strain type.
How do I reorder products I’ve purchased before?
If you want to order the same products again, log in and go to My Account to view your Order History. From there, you can select a previous order and re-order the same items (or add them to your cart again).
You can also use Favourites to save products you like, so they’re easy to find and reorder later.
How do I access receipts, tax summaries, and account details?
If you’re looking for receipts, tax summaries, or other account details, log in to your Tilray Medical account and go to My Account (your patient portal). From there, you can access your order history, receipts, and any available tax-related summaries.
If you can’t find what you need, contact our Patient Care team and we can help guide you
How do I change my shipping address?
To comply with Health Canada requirements, shipping address changes must be approved by the Tilray Medical team before they take effect. You can submit a request through My Account (your patient portal).
During business hours, approvals are typically completed within 1–2 hours. If you need it updated right away, you can call or chat with our team and we can help process it immediately.
Why does medical cannabis come in different formats?
Medical cannabis comes in different formats because they’re used and absorbed differently, which can affect how quickly effects begin and how long they last. Formats vary in convenience, discretion, and how easy they are to measure.
To learn more about each format, visit our Education Hub. Choosing a format is personal—your healthcare provider can help you decide what’s appropriate for your needs and your authorized amount.
How do I choose the right products to start with?
Choosing a starting product depends on what you’re looking for, your experience level, and what your healthcare practitioner has authorized.
For a simple overview, visit our Education Hub to learn about product formats and how to compare options. If you’re unsure what’s appropriate for you, speak with your healthcare practitioner.
What are cannabinoids and terpenes?
Cannabinoids and terpenes are compounds in cannabis. Cannabinoids like THC and CBD are the main ingredients that contribute to the overall experience. Terpenes are compounds that influence aromal and flavour, and may also affect how a product feels for some people.
To learn more, visit our Education Hub for a simple guide to cannabinoids and terpenes.
How much cannabis should I take?
How much you should take depends on your individual needs and what your healthcare provider has authorized. If you’re new, it’s generally safest to start low and go slow—use a small amount, wait long enough to feel the effects, and avoid taking more too quickly.
If you’re unsure what’s appropriate for you, speak with your healthcare provider.
What does the product label mean when it shows Actual vs. Potential?
Health Canada requires licensed producers to list both Actual and Potential potency on labels.
● Actual shows the amount of THC and CBD that’s already in the product in its current form.
● Potential shows the maximum THC and CBD that could be available after heating, because some cannabinoids convert into THC and CBD when heated.
This is a labeling change and doesn’t necessarily mean the product itself has changed.
Does cannabis have an expiry date?
Currently, Health Canada regulations do not require an expiry date to be included on medical cannabis products.
That said, product quality can change over time. For best results, store your product as directed on the label—typically in a cool, dry place, away from heat and sunlight, and keep it sealed when not in use.
What shipping options are available, and how much do they cost?
We offer the following shipping options:
● Canada Post: Free
● FedEx: $10 per order
● Purolator: $30 per order
Where do you ship to
We ship to addresses within Canada. For compliance reasons, we may require a physical address and may not be able to ship to P.O. boxes or certain pickup locations
How are orders packaged for shipping?
Orders are packaged securely and discreetly in scent-free packaging, in compliance with Health Canada regulations.
How long does delivery take?
Delivery time depends on your shipping method and location. In most cases, orders arrive within 2–5 business days after shipping (faster options may arrive sooner). Once your order ships, you’ll receive a confirmation email with tracking so you can follow its progress.If you have questions about an order in transit, contact our Patient Care team.
Estimated delivery times (after
shipping):
Canada Post (Free): approximately [2–5] business days
FedEx ($10): approximately [1–3]
business days
Purolator ($30): approximately [1–2]
business days
Delivery timelines are estimates and can vary by region, weather, and carrier volume.
What payment methods do you accept?
We accept all major credit cards.
What is your return policy?
All purchases are final. If your product is defective, damaged, or otherwise not satisfactory please contact our Patient Care Team.
Will I get a card to show I’m a Medical Cannabis user?
No—Health Canada no longer requires a medical cannabis card, so you won’t receive one.
Can I drive after consuming cannabis?
Cannabis-impaired driving is a criminal offence. When you consume cannabis and get behind the wheel, you put yourself and others in danger. Learn more from Health Canada.
Can I travel with medical cannabis, and how much can I carry?
Travelling with medical cannabis is permitted within Canada. If you’re flying, it can help to contact your airline ahead of time and allow extra time at security.
For medical purposes, you can generally possess the lesser of 150 g of dried cannabis (or equivalent) or a 30-day supply based on your authorized daily amount. You should also be prepared to show proof that you’re authorized to possess more than the standard 30 g limit if requested.
Important: Do not travel across the Canadian border with cannabis (including CBD), even if it’s for medical purposes.
How do you ensure your cannabis is safe and free from unwanted chemicals?
We take quality and safety seriously. Our products go through established quality assurance and control processes, including comprehensive testing on every batch we produce. We also use biological controls in our greenhouse and carefully control our fertilizer blends to reduce the risk of unwanted chemicals
What is your cannabis oil made with? / Where can I find the ingredients in your edibles?
Tilray Medical oils are made with MCT (Medium Chain Triglycerides) oil, which is commonly used in food, pharmaceutical, and nutritional products. Our MCT oil is derived from palm kernel oil.
For edibles, the full ingredient list is shown on each product page.