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Frequently Asked Questions

General Questions

I have a question and need some help. What is the best way to contact Patient Support?

We receive a very high call volume each day. If you need to be called back please leave your Name, Phone Number and reason for calling, and we will get back to you within the business day.

Other than a phone call, there are other way to reach us. You can send an email to our Patient Support team through our Contact Us page at www.solevowellness.com/contact-us/. You can always send us a direct message on Facebook, too!

Who can get access to a medical marijuana ID card?

Pennsylvania has identified 23 qualifying conditions for patients to have access to medical marijuana. You can read more about those conditions at https://www.solevowellness.com/medical-marijuana-info/pa-medical-marijuana/ or at https://www.solevowellness.com/medical-marijuana-info/approved-medical-conditions/.

Do I need to present a physical PA Medical Marijuana ID Card every time I visit a dispensary?

Yes. The PA Department of Health mandates that a Patient or Caregiver cannot enter a dispensary without presenting a physical PA Medical Marijuana ID Card.

The following cannot be used in place of a physical ID Card: 

  • Photocopies of valid PA Medical Marijuana ID Cards
  • Department of Health ID Card payment receipts
  • Screenshots/printouts of your active PA Medical Marijuana certification. 

You must present your physical PA Medical Marijuana ID Card during each visit.

Online Reserve

How long do you hold onto Online Reserve orders?

All online orders must be picked up the same day that they are placed. We are unable to hold orders overnight.

How do I change my online order?

If you need to cancel or make an edit to your order, you must first request a cancellation of your current order.

Please notify us via this form: Cancel Order Form. Once we cancel your order, you will receive an email and you can then place a new order.

Dispensary Hours and Appointments

Important COVID 19 Appointment and Hours Updates

GREEN PHASE All locations: Our hours of operation are Monday - Friday 10:00AM - 7:00PM and Saturday 10:00AM - 4:00PM.

Effective 3/20/20, we have eliminated all appointments until further notice.

Effective 6/22/20, patients and caregivers will only need a valid PA Patient or PA Caregiver card. No other forms of identification will be required.

 

Do I need to make an appointment?

We are not taking appointments at any of our locations. New and returning patients may simply walk-in. 

NEW PATIENTS: PLEASE ARRIVE NO LATER THAN 45 MINUTES BEFORE CLOSING.

What are your hours?

Sunday: Closed

Monday: 10:00 - 7:00

Tuesday: 10:00 - 7:00

Wednesday: 10:00 - 7:00

Thursday: 10:00 - 7:00

Friday: 10:00 - 7:00

Saturday: 10:00 - 4:00

PLEASE ARRIVE AT LEAST 45 MINUTES BEFORE CLOSING TO ENSURE A COMPLETE AND ACCURATE REGISTRATION AND CONSULTATION.

Other Dispensary Questions

What ID do I need?

Effective 6/22/2020, PA Patients and Caregivers will only need a valid Patient or Caregiver Medical Marijuana card issued by the state of Pennsylvania. An additional form of identification is no longer required in order to be in compliance with state regulations.

How long is the wait?

We understand that this is a critical question for patients planning a visit. First time patients who are planning to see us should know that there are multiple steps to their visit. Patients will need to fill out our patient intake forms before they can meet with a pharmacist for the first time. Those forms are available at our office or they can be completed in advance by printing the 3 linked forms on this page: https://www.solevowellness.com/appointments/


PA Department of Health Visitor Policy

Medical Marijuana ID cards are required for patients and caregivers to enter our facilities. 

  • Adult visitors without a valid PA Medical Marijuana Card (including Patients or Caregivers) are not permitted in the facility. 
  • Non-patient children under the age of 18 are permitted as visitors provided they are accompanied by a parent or guardian who possess a valid PA Medical Marijuana Card. 
  • Please present your valid ID at the front desk upon entering the facility. 

Essential visitors, limited to contractors or vendors requiring access to provide services to the facility, are permitted entry with a valid Driver's License or ID. 

  • Please sign in upon entering the facility and sign out upon exiting the facility in the visitor log. 

What forms of payment do you accept?

We accept cash, check, and debit cards with a PIN. Our registers can function as mini ATMs for our patients, so the debit cards can be used to take out the appropriate amount of money to pay for the medicine. If you have a credit card that has an associated PIN, we can accept that too.

PIN transactions have a fee of $3.25 for processing.

We cannot accept severely wrinkled, damaged, torn, ripped or worn-out checks. Also, please ensure that your name appears on the check. If your name is not already printed on the check, please write your name on the memo line.

What is the difference between a pharmacist and a Patient Care Consultant?

Think of the pharmacists as certified planners who work with our patients to develop individualized  care plans and Patient Care Consultants as highly educated medical marijuana expert who advise on, and execute the final purchase in the dispensing area. Unlike Patient Care Consultants, pharmacists do not have access to the dispensing area where medical products are sold.

First time patients are required to meet with a pharmacist before purchasing medical products from Solevo Wellness. Our staff pharmacists are highly trained and are licensed by the state. After this initial consultation where an individualized treatment plan is developed, patients are no longer required to meet with our pharmacists.

The objective is for our group of experts to function as a team equipped to best help patients with their specific situations.

When are the last patients accepted in to the dispensary at the end of the day?

All first-time patients need to arrive with enough time so that their initial consultation begins at least 45 minutes prior to closing time. This will allow enough time for a thorough conversation with one of our staff pharmacists and will leave enough time to visit the dispensing area with one of our Patient Care Consultants.

Returning patients should plan to be at the dispensary at least 30 minutes prior to closing time. There is a detailed process that our team follows to maintain accurate records and stay in compliance with all state regulations. This means that even the Fast Track checkout process isn't as simple as a normal retail transaction. On especially busy days with a long wait, returning patients should plan to arrive as much as 60 minutes before closing. We will update estimated waiting times on our menu.

As additional local dispensaries open we believe that we'll see wait times come down.

Do you offer a Veterans discount at the dispensary?

We do. Veterans receive 10% off their purchase at our dispensaries. We just ask for a VA card or other form of identification. If you're a veteran and have a medical marijuana caregiver who purchases on your behalf, please provide your caregiver with your ID and we'll honor the discount on those purchases.

Should you happen to be a veteran and a caregiver, the discount applies to purchases for your care but not for any other individuals that you may be purchasing for.

We also offer a 10% discount for patients who are in our Pediatric program.

Is smoking allowed at Solevo?

All Solevo locations are no smoking campuses within a certain distance of our facilities. At Solevo Wellness, we have patients in our dispensaries with conditions such as COPD or who have to carry oxygen. For these patients, smoking can be dangerous and even life threatening, and patient safety and care is our top priority. To protect the well-being of everyone at Solevo, we ask that patients follow the guidelines listed on our “No Smoking” signs located outside of our locations, which direct patients to not smoke within 25 feet of the signs.

Are animals allowed in your facilities?

At Solevo Wellness, animals are only allowed in our locations if they are service animals who are required with patient care. All patients who bring their service animals in must also bring the proper documentation to show for it. All other animals will not be allowed in our facilities, and we ask that patients leave their pets at home who are not service animals.

Will my insurance cover the cost of the medicine?

At this point, there are no insurers that cover medical marijuana under their programs.

Medicine Questions

When will you get your next shipment?

PA dispensaries and suppliers are working to improve the regular flow of medicine. We are working to bring additional grower / suppliers on board as fast as possible and in the short term are always looking for deliveries we can bring in from our current growers. When shipments are scheduled, they always need to go to testing as a final phase so all strains can be approved and labeled. Sometimes a certain strain may not pass, which can change our delivery date and amount of medicine we are receiving. In short, we don’t always know but we are always working to get as much as we can for our patients. Once we have confirmed inventory, we will update the menu on our site (https://www.solevowellness.com/menu/).

How much can I purchase?

Effective 2/15/2019, the daily purchase limits for non-dry leaf and dry leaf medicine have increased. This change applies to all Solevo locations:

  • Patients can purchase up to 14 non-dry leaf items per day.
  • Patients can purchase up to 21 grams of dry leaf per day.

There is a maximum of 4 oz that can be purchased each month.

Which medical marijuana growers are available?

Solevo dispensaries carry medical products from PA growers like Calypso, FARMACEUTICALRX, Cresco, Standard Farms, Terrapin, GTI, Moxie by PurePenn, Liberty, Ilera, Vireo Health, Grassroots, and Prime Wellness.

Why is high CBD medicine often hard to find?

CBD is a cannabinoid found in the marijuana plant which is not psychoactive, but has many medicinal benefits that help relieve pain, inflammation, seizures, anxiety, etc.

There are specific strains that have higher CBD percentages such as ACDC, Harlequin, and a few others. These strains are not the easiest plants to grow, and take some time to fully mature allowing higher CBD values.

When the PA medical marijuana program initially launched, the state experienced a lack of high CBD medicine due to the Growers/Processors not being ready for the high demand. Many of the Growers/Processors wanted to give our patients a wide variety of strains, and tastes, and did not foresee such a large population of patients solely looking for CBD-rich products. Since that time, more CBD-rich products have become available for our patients. We currently have products with CBD to THC ratios as high as 19:1 like the Vireo Indigo 19:1 tincture.

What are the percentages that are listed on the menu?

The percentages listed on the menu detail the potential cannabinoid content in each medical product. The most prominent cannabinoids are THC and CBD.

Please note: each specific batch of medicine will have a differing precise level of cannabinoids based on the value that is tested. That precise amount from each tested batch is what shows up on the label of the product, and this can be slightly different from the numbers that are listed on the menu.

What are these terpenes I keep hearing about?

Different strains of cannabis have unique oils. These oils are called terpenes and they each have their own distinctive smell like pine, berry, mint, or citrus. Terpenes are also believed to have different effects on the body. Limonene, for example, is known to elevate mood, while myrcene causes sleepiness.

There are over 100 different terpenes that have been identified in the cannabis plant. Read on for more on terpenes if you are interested.


Return Policy

I have a faulty cartridge or other defective product purchased at Solevo. What is your policy on exchanges or refunds?

In order for us to issue an exchange or full refund, you must first get approval from the grower. Email the grower explaining the defective product and CC [email protected] so we can follow along.

You can find the grower's contact here or message us on Facebook!

Once you receive the approval from the grower, please bring the leaky or otherwise defective medical product with remaining medicine in it, the approval from the grower (a screenshot is fine), the original packaging and the original receipt back to our dispensary at your earliest convenience so that our team can issue an exchange or give you a full refund.

All returns of defective products must take place within 30 days of purchase. Thank you!

I bought a product and it’s not working as I had wanted. Can I exchange it?

In short, no. A situation like this would not be covered under our return policy.

Treating with medical marijuana can at times be an iterative process as the best approach is found. It’s one of the main reasons we’re such big fans of journaling to keep tabs on what is working best! Our return policy applies to leaky or otherwise defective medical products with remaining medicine in the container or package.

If there is nothing “wrong” with the product, but you have another reason you’d like to return it, that situation falls outside of our return policy. In that case, you are welcome to connect with the grower who produced the product. You can find contact information for all of our PA medical marijuana growers on the site.

Please explain the situation and why you’d like to return the product. Please also cc [email protected] on your note. If the grower consents to a return, please bring a copy of that printed confirmation with you to one of our dispensaries for an exchange or return within 30 days of purchase, along with the receipt and the original packaging.