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The Current Situation : Year-end Review and Essential Information Before the Holidays

Communication

Communiqué

As the year draws to a close, we would like to thank you for your collaboration and trust in Héma-Québec as the sole distributor of human tissue, a mandate that took place one year ago.

This communication provides a summary of the key points that have marked our human tissue activities and highlights the resources and guides developed to support your practices. This update is intended to remind you of essential information and new developments introduced in recent months, as well as to provide details to help you plan your needs during the holiday season.

WEBINAR RECAP: STATE OF THE ART – HUMAN TISSUES

In November 2025, we held a series of webinars aimed at providing a comprehensive update on human tissue products and services to users, purchasers, and operating room nurses.

Were you unable to attend?
The recording is available here (in French only):

Download the presentation (in French only)

GUIDES & TOOLS PUBLISHED IN 2025

To support your teams in the management and use of human tissue, we have produced several documents this year:

All these documents are also available on our website.

INTRODUCING A NEW PRODUCT LINE

Since July 2025, a new source of Acellular Dermal Matrices (ADMs) has been added to the list of human tissues distributed by Héma-Québec. You can find it in our product catalog, in the skin allograft category. This addition allows us to meet the more specific needs expressed by the network.

For more details check out (in French only) :

Circulaire TH-25-005

ORDER PLANNING FOR THE HOLIDAY SEASON

Please note that our customer service will be available on an adjusted schedule during the holidays.

  • Customer service unavailability: December 25-26, 2025, and January 1-2, 2026.
  • Critical period: December 22, 2025, to January 4, 2026 –> plan your inventory in advance.

Supplier orders (dropshipment):

  • Placed before December 18 at 2 p.m. –> delivery no later than December 24.
    • Exception ADM: order before 11 a.m.
  • Placed after December 18 at 2 p.m. –> delivery starting the week of January 5, 2026.
    Emergency:

Emergency: Contact customer service at 1-800-267-9711, ext. 2510.
We invite you to anticipate your needs and plan your orders in advance to avoid any stock shortages.
For more information, check out :

Circulaire TH-25-019

IMPORTANT REMINDER – INFORMATION REQUIRED WHEN PLACING ORDERS

For any orders or questions regarding your orders, please use the email address tissus@hema-quebec.qc.ca.

To avoid errors and additional delays in your orders, we remind you to provide as much information as possible, whether your order is placed on our website or by email at tissus@hema-quebec.qc.ca. Please specify any special requirements regarding dimensions, where applicable. For example:

  • Minimum lenght
  • Minimum diameter

BILL 7

For more information on Bill 7, An Act to reduce bureaucracy, increase state efficiency and reinforce the accountability of senior public servants, check out our press releases in the Héma-Québec Press room.

Press releases

Our teams are available to answer your questions!

Best wishes for the holiday season and a wonderful 2026!

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.

FAQ