Frequently Asked Questions: Medical Documents
What is a medical document?
A medical document is like a prescription for medical cannabis that a doctor (or in some provinces, nurse practitioner) issues to a patient. This document authorizes you access to purchase medical cannabis. Medical documents can be issued for a maximum period of 12 months, or shorter duration, at the discretion of your health care provider.
How do I submit a medical document?
Medical documents can be submitted in a few different ways:
• Your healthcare provider can submit your medical document by secure fax to 1-866-220-2627
• You may drop your medical document off at your local Shoppers pharmacy for it to be submitted by secure fax to us at 1-866-220-2627
• Mail the original medical document to:
Medical Cannabis by Shoppers Inc.
6941 Kennedy Rd, Unit 100
Mississauga, ON L5T 2R6
Unfortunately, due to the patient-sensitive information included on medical documents, these may not be submitted by e-mail.
I’m currently registered at another licensed producer; how can I purchase from Medical Cannabis by Shoppers™?
Good news- joining us is easier than ever! You can begin purchasing medical cannabis from us in two ways:
1. To register your entire medical cannabis authorization with us, please contact your current licensed producer to request a transfer and ask them to fax your medical document and registration document to us at 1-866-220-2627.
2. To add us as one of your current licensed producers, contact your healthcare provider or clinic and request that they issue you a new medical document and send it to us. You can request that they add us to your file and have them send your medical document by fax to 1-866-220-2627.
How long does it take to get approved as a patient?
Once we have received your medical document from your healthcare provider and you've completed the registration with us, it usually takes about 4 to 5 business days to get you set up as a patient. The approval timeline may be longer if your medical document is incomplete, or the healthcare provider hasn't been previously verified. Occasionally we may need to reach out to your authorizing clinic or practitioner to request an amendment. In these cases, the response time of the clinic or practitioner could impact how long the approval process takes.
My medical document has expired, how do I get a new one?
To renew your medical document, please contact your original healthcare provider (i.e. doctor or nurse practitioner) to book a new appointment. Unfortunately, for legal reasons we are not able to contact your prescriber on your behalf to request a new medical document. For more information on renewing your registration with us and obtaining a new medical document, please visit our website, or connect with our Shoppers Cannabis Care Team via web chat or call us at 1-844-633-2627.
I got my medical document at HelloMD last time, how do I get in contact with them?
HelloMD is just a click away—please log in to your account at sdm.hellomd.com and request a new appointment for a consultation. The team will assist you in obtaining a new medical document from one of their healthcare practitioners.
I already sent in a medical document or have had my doctor send in a medical document, have you received it yet?
Once your medical document is received, it is placed in a queue to be processed. After your document is approved, we will notify you by email and then you will be able to place an order. Processing usually takes anywhere from 3 to 5 business days depending on our current volume. We receive and process many medical documents daily, so we’re unable to notify patients when a document is received, but we will ensure you receive an email when the approval process is complete.
Why am I still getting medical document expiry reminders?
The medical document expiry reminder e-mails are automated, system-generated courtesy reminders. Unfortunately, these reminders cannot be turned off. Please disregard the reminders if they do not apply to you, with our apologies for the annoyance. The e-mail reminders will stop on the day that your medical document expires.