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Customer Service Holiday Hours

Communication

Communiqué

Please note that Héma-Québec’s human tissue customer service will be closed on the following days during the holiday season:

December 24, 25 and 26, 2024
January 1 and 2, 2025

Please plan your safety stock accordingly for the weeks of December 23 and 30, 2024. Please note that in case of an emergency, you can contact us and place an order during these five days at the following number: 1 800 267-9711, extension 2510.

Suppliers (dropshipment)

In anticipation of a slowdown in activities with our suppliers and delivery delays with carriers during the holiday season, we request your cooperation: please plan your needs and place your orders as soon as possible. A slowdown in activities is expected from Wednesday, December 18 at 2:00 PM until January 2, 2025, inclusively.

We would like to remind you that the ongoing labor dispute at Canada Post is having significant repercussions on the entire delivery network in Canada, including FedEx. These disruptions, combined with the usual increase in shipping volume during the holiday season, are causing delivery delays with our suppliers.

In this context, we assure you that Héma-Québec is making every effort to minimize the impact on your activities.

Contact us!

For more informations, contact our team.

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Frequently asked questions

Questions?
We have the answers

On average, it takes 24 to 72 hours to process an order. The client will be informed of the estimated delivery date after placing the order.

We recommend careful inventory management to avoid any shortages.

There may be products you’re used to working with that are no longer available due to not meeting the minimum quality criteria for Héma-Québec’s product catalog. These criteria were established based on the committee of experts’ recommendations.

Customer service is available to answer your questions and help you find the best options to meet your needs.

Héma-Québec continues to offer all of the products needed to treat Quebecers. Based on market demand and recommendations from the groups of specialists involved in this change, Héma-Québec established recommendations for the health and social services network about what products to add, remove or replace. As a result of its procurement strategy, some products have been replaced with equivalent products for quality assurance.

You can email the customer service team at tissus@hema-quebec.qc.ca or call 1-800-267-9711, ext. 2510, between 7:30 a.m. and 4:30 p.m., Monday through Friday, excluding holidays.

Outside normal hours and on holidays, you can call the customer service team at 1-800-267-9711, ext. 2510, for 24/7 service.

Héma-Québec’s customer service team is specialized in human tissue products and works to make sure you get the right product at the right time. Our team also communicates with suppliers to handle logistics and, when necessary, importation.

In 2021, Québec’s Ministère de la Santé et des Services sociaux (MSSS) mandated Héma-Québec to serve as the sole distributor of human tissue to Québec’s health and social services system. This decision was based on a recommendation of Québec’s biovigilance committee.

On December 2, 2024, Héma-Québec took over distribution of all human tissue products to Québec health care institutions.

Learn more here : Sole human tissue distributor mandate

For products that have not yet been processed, email tissus@hema-quebec.qc.ca to inquire and an Héma-Québec agent will confirm if your change request is possible.

For products delivered that do not conform with your order, first obtain return authorization from Héma-Québec. Then, follow the instructions provided to return or dispose of the product.

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