Frequently Asked Questions

We've gathered together answers to some of the most common questions asked by Dexcom Canada's customers. Please check to see if the answer to your question can be found here. If you still have questions, our Customer Service team would be happy to help. Visit the Contact Us page for contact information.

You can also visit the Dexcom Canada YouTube channel to learn more about Dexcom CGM, the G6 CGM System and hear stories from people who use Dexcom CGM and how it has changed their lives.

 

Products

For information about the Dexcom G6 and how it works, please visit the Frequently Asked Questions section on Dexcom.com or visit the Dexcom Canada YouTube channel.

For more information about smart device compatibility, please view our compatibility guide.

Some insulin pumps with integrated Dexcom CGM features work with the Dexcom G5 CGM System, but are currently not compatible with the Dexcom G6 CGM System. Please check with your pump manufacturer to ensure compatibility before placing an order for Dexcom G6 supplies.

 

Online Product Selection

Currently only Dexcom G6 products and accessories are available for purchase through the Dexcom Store. You can purchase other Dexcom products and accessories by contacting Customer Service at 1-844-832-1810 or CA.Accounts@Dexcom.com.

Please contact Dexcom Customer Service to place an order for Dexcom G5 Mobile products. You can contact us at 1-844-832-1810 or CA.Accounts@Dexcom.com.

Please contact Dexcom Customer Service to place an order for Dexcom G4 PLATINUM products. You can contact us at 1-844-832-1810 or CA.Accounts@Dexcom.com.

 

Health Insurance Coverage

Yes. Most private insurers now cover Dexcom's Continuous Glucose Monitoring (CGM) technology for people living with Type 1 diabetes*. Note that while many insurers offer CGM coverage, individual benefits may vary depending on the specific plan chosen by your employer.

*Dexcom data on file.

If you would like to determine your coverage by contacting your insurer directly, follow these steps:

  1. Download an estimate for Dexcom CGM.
  2. Contact your insurance company and ask whether your policy covers "Continuous Glucose Monitoring, including sensors, transmitters and a receiver." Provide them with the Dexcom estimate and any other documentation your insurer requests.

If you would like help determining whether you have insurance coverage, please call 1-844-832-1810 and press 2 to speak with a Dexcom insurance specialist or fill out our Online Form and we will get back to you as soon as possible.

If you’re already covered for Dexcom G5 Mobile, you’ve likely already met your insurer’s approval requirements for Dexcom CGM products. We suggest you download and submit an estimate for Dexcom CGM supplies directly to your insurer to find out if you are covered for Dexcom G6.

While most private insurers now cover Dexcom's Continuous Glucose Monitoring (CGM) technology*, individual benefits may vary. Most insurance companies simply require you to submit your Dexcom invoice and a doctor's note confirming you have Type 1 diabetes. Your insurer will reply to your claim either with an approval pending or denial details, which will include the explanation of your Dexcom coverage.

*Dexcom data on file.

Please call 1-844-832-1810 and press 2 to speak with an insurance specialist, who can help you verify whether your insurance plan covers Dexcom.

Please contact your insurer or benefits administrator to find out. Due to privacy laws, your insurance provider will release that information only to you.

Many insurers reimburse 3 months of supplies at a time. To learn more about the exact quantity limits that apply to you, please contact your insurer or benefits administrator.

Please contact your insurance company or benefits administrator to learn how to submit your insurance claims.

Customers must pay for their Dexcom products and then submit an insurance claim for any eligible reimbursements. Dexcom Canada will only submit insurance claims directly for those who are part of a select number of publicly funded programs such as the Ontario Disability Support Program (ODSP).

Please call your insurance provider to verify the reason. Then, resubmit your claim as directed by the provider.

If your claim is still denied, please call Dexcom at 1-844-832-1810 and press 2 to speak with an insurance specialist. We will ask you to send a copy of your denied claim so we can help you verify the reason your claim was denied.

When you register for a Dexcom Store account, you will be asked to identify whether you are buying for your own use, or for someone else who will be using the products.

If you are buying on behalf of a dependent or other Dexcom user, please be sure to provide the name of that person in the Patient's Name field. This will ensure that their name appears on the invoices you will need to submit for insurance claims. Make sure you have the right to buy on behalf of the Dexcom user, such as if you are a parent or legal guardian.

If you did not set up your account this way, please contact Customer Service at 1-844-832-1810 or. CA.Accounts@Dexcom.com and they will correct the information for you.

Submit your Dexcom invoice to your own insurance company first. Once the claim is complete, you may submit any remaining balance to your partner or spouse's insurance plan. For more details, please contact your insurer or benefits administrator directly.

Submit your claim first to the plan of the parent with the earliest birth month and day. The year does not matter. If your birthdays fall on the same month and day, regardless of the year, the parent whose first letter of their given name falls closer to the beginning of the alphabet should submit the claim first.

Once the primary claim is complete, you may submit any remaining amounts to the other insurance plan.

Speak to your employer. In some cases, if you are working in the same position and the company chose to change insurance companies, they may be able to transfer the coverage you had previously, which means you may be able to make a claim.

 

Registration & Account Management

Because Dexcom is a medical device, we ask that all customers register to buy products from us, to help ensure that products end up in the right hands.

Registration also ensures that every customer has easy access to the information they need, such as order history, invoices and tracking of replacement orders through Technical Support.

A Dexcom account is different from a Dexcom Store account.

Your Dexcom account is used to sign in to Dexcom mobile apps and Dexcom CLARITY. You need a Dexcom Store account to purchase our CGM products online, view your order history and access invoices.

Most insurers require invoices to reflect the name of the person who will use the medical device. As part of the registration process, we ask you to identify if you are the patient, or if you are buying on behalf of another person (such as a child) so we can ensure that the invoice reflects the correct patient information.

First, check to make sure the spelling of your email is correct. If it is, try resetting your password. If you do not receive your Reset Password assistance email within 5 minutes, it may be because your account is not fully set up. Please contact Customer Service at 1-844-832-1810 or CA.Accounts@Dexcom.com.

Just click on the "Forgot password?" link on the login page and follow the prompts to verify your email address and reset your password.

Please contact Customer Service at 1-844-832-1810 or CA.Accounts@Dexcom.com, and they can assist you in resetting your password using your new email address.

If you have placed orders in the past but they aren't visible in your order history, please contact Customer Service at 1-844-832-1810 or CA.Accounts@Dexcom.com.

To change the email address associated with your Dexcom Store account, log in to your account. Click on "Edit" in the Profile box. This will take you to a page where you can enter your new email information. If you are still having trouble, please contact Customer Service at 1-844-832-1810 or CA.Accounts@Dexcom.com.

Please contact Customer Service at 1-844-832-1810 for help closing your account.

If you will be ordering Dexcom products for more than one person, we ask that you set up a separate Dexcom Store account using a unique email address for each person. This will ensure that invoices show the correct patient name.

 

Ordering

For safety reasons, the Dexcom Store limits how much of each item can be ordered at a time.

In addition, if you have insurance coverage your insurer may have limits on how much product you can order in a given period of time. Please check these terms when you receive the results of your benefits assessment, as they can affect whether your submission for reimbursement is successful.

*Transmitter warranties last 90 days from shipment. Dexcom Canada recommends that you order 1 Transmitter at a time to remain under warranty, unless you will be travelling, or other circumstances require you to need access to a second transmitter.

Health Canada requires that all first-time users of a new generation of Dexcom product (such as the Dexcom G6) have bilingual Instructions for Use included in the first product shipment. Instructions for Use are detailed manuals you can refer to when setting up your new Dexcom product.

 

Payment

The Dexcom Store currently supports Visa, Mastercard, AMEX and Visa Debit. Mastercard debit is not currently supported.

Yes, you can add as many cards as you like. You can add a new card as you proceed through checkout, or through the Payments section of your Account.

If you keep multiple cards on file in your account, simply choose the card you wish to use from the dropdown menu when you go to checkout. All cards that are saved in your account will be available for you to choose from.

Yes, you can remove cards you no longer wish to use. Log in to your Account and go to the Payments section. Simply click the "X" next to the card you wish to remove.

You can try a different card, or contact the card issuer.

 

Shipping

Carrier Service Estimated Delivery Time in business days*
Canada Post Xpresspost 3-5 business days
Canada Post Priority 1-2 business days
FedEx Economy 3-5 business days
FedEx Priority Overnight 1-2 business days
Purolator Ground 3-5 business days
Purolator Express 1-2 business days
 

Dexcom Canada works with Canada Post, Purolator and FedEx.

All offer economy options with an estimated shipping time of 3–5 business days,* and express or priority shipping options with an estimated shipping time of 1–2 business days.* These are available at an additional cost, which is indicated in the shipping options.

If you are mailing to a PO box, we recommend choosing Canada Post. If you reside in a rural area, we recommend choosing Canada Post or Purolator.

*Delivery times are estimates only. Multiple factors, such as weather, geographical location, etc., can affect how long it takes to deliver items.

This is a free option offered with all delivery methods that helps secure your order and prevent theft or potential damage from weather. Mail couriers will leave a notice at your door with a pickup location if no one is present at delivery.

No, all shipping destinations must be within Canada.

Yes, you can add as many shipping addresses as you like.

You can add a new address as you proceed through checkout, or through the Address Book section of your Account. If you keep multiple addresses on file in your account, simply choose the one you wish to ship to from the dropdown menu when you go to checkout.

You can edit addresses in your Address Book at any time. You can also edit an address as you proceed through checkout.

Orders are shipped Monday to Friday (excluding holidays). A shipping confirmation email with a tracking number and link to your invoice will be sent to you once the order has shipped.

Orders are shipped Monday to Friday during business hours. If an order is submitted past the shipping cut-off time or outside of business hours, the order will ship the following business day.

You can track your order by clicking on the tracking number in your shipping confirmation email.

Tracking information is typically made available by your courier of choice within 24 hours of the shipping date.

Orders made before the cut-off times may be processed on the same day. Under some circumstances, orders may ship the following business day.

Cut-off times:
Canada Post orders: 2:45pm EST, Mon-Fri, excluding holidays.
Fedex & Purolator orders: 4 pm EST, Mon-Fri, excluding holidays.

*These times are estimates only and are subject to change at any time.

Start by checking the status of your shipment using the Tracking Number from your Shipping Confirmation email. If you have questions, please contact the courier first. If help is still required, feel free to contact Dexcom Customer Service at 1-844-832-1810 or CA.Accounts@Dexcom.com.

Orders may be cancelled only if they have not yet shipped. To cancel an order, please contact Customer Service at 1-844-832-1810 or CA.Accounts@Dexcom.com as soon as possible. Please have your Order Number from your Order Confirmation email ready. We may not be able to accommodate all order cancellation requests.

Orders can be changed only if they have not yet shipped. To change an order, please contact Customer Service at 1-844-832-1810 or CA.Accounts@Dexcom.com as soon as possible. Please have your Order Number from your Order Confirmation email ready. We may not be able to accommodate all order modification requests.

We currently do not offer in person pick up.

Product is shipped from Dexcom's Distribution Centre located in Mississauga, Ontario.

No, our head office does not hold product inventory.

 

Invoicing

You will receive an email with a link to your invoice when your order has shipped. You can also access invoices for all past orders in your Dexcom Store account under Order History. You can download individual invoices or batches of invoices for a period of time.

Invoices are released as soon as your order has shipped.

If you indicated that you are buying on behalf of another and provided their name when you registered for the Dexcom Store, then all invoices will show their name in the top right-hand corner.

 

Warranties & Returns

If your product is damaged while in transit, please contact Customer Service at 1-844-832-1810 or CA.Accounts@Dexcom.com.

Please report all product complaints to our Technical Support team at 1-844-832-1809.

All sales are final. There are no returns or exchanges. If your product is damaged and under warranty, please contact Technical Support at 1-844-832-1809.

Dexcom provides a limited warranty for G6 transmitters and receivers. For full warranty details, please refer to the Warranty Section of the Using Your G6 Guide.

 

Subscription Program

We suggest that those who are new to Dexcom G6 start by ordering the Dexcom G6 Starter Kit which is the same great price as our subscription program. Trying it out for 3 months will give you time to decide if you’d like to sign up for a full year of supplies.

If you are on a Dexcom G5 Subscription contract and would like to start on Dexcom G6 today, we suggest you start with a Dexcom G6 Starter Kit before going on our subscription program. As an added bonus, by going with the Starter Kit first, you can end your current Dexcom G5 Subscription contract with no commitments.

To end your current contract, you will need to do two things: purchase a G6 Starter Kit on the Dexcom Store and contact our Customer Service team to formally request the termination of your Dexcom G5 Subscription.

Make sure you let us know that you would like to end your Dexcom G5 Subscription. If we do not hear from you, you will continue to receive shipments and be billed for Dexcom G5 supplies. Once you contact our team, we will verify your purchase of a G6 Starter Kit and stop billing and shipments for Dexcom G5 supplies immediately.

Our Customer Service team can be contacted at 1-844-832-1810 or CA.Accounts@Dexcom.com.

No, Dexcom G6 Subscription is an online only offer. If you have any issues with the sign-up process, you can always call our Customer Service team at 1-844-832-1810 (Option 1) for assistance.

Yes, the Dexcom G6 Subscription invoices have been designed so you can submit to your insurer if you have coverage for Dexcom CGM supplies. Always check with your insurer as to what coverage is included in your plan. Coverage and reimbursement policies vary across private health benefits plans. Some administrators may require an invoice and proof of purchase be submitted for claims reimbursement.

Dexcom G6 Subscription is broken out into monthly payments of $299. That’s about $3,588 for a year’s worth of CGM supplies.

With the Dexcom G6 Subscription Program you will receive a total of 36 Dexcom G6 Sensors with auto-applicators and 4 Dexcom G6 Transmitters.*

*Extra CGM supplies can always be purchased through the online Dexcom Store.

You will receive an initial shipment of Dexcom G6 CGM supplies when you first begin your subscription and then a shipment every 3 months after that for one full year.

No, the Dexcom G6 Receiver is an optional display device and is not included in the price of subscription. If you’d like an additional display device, you can always order the Dexcom G6 Receiver here.

If you live in the province of Quebec, your contract will not renew automatically. If you live elsewhere in Canada, your contract will renew automatically each year unless you let us know otherwise. For full details on subscription renewal, please refer to the Terms & Conditions of your contract.

If you would like to pay the full amount of your subscription contract upfront, please complete the checkout process to pay for your first month then call our Customer Service team at 1-844-832-1810. They will be able to assist you in completing payment for the remaining balance.

You will be billed on the same day as your subscription contract “start date” each month. For example, if your subscription start date was December 15th, you will be billed on the 15th of each month going forward. Although, if you begin your subscription on the final day of the month, you will be billed on the last day in each month.

You may view your subscription start date within your My Account page at any time.

Monthly subscription invoices can be found within your My Account page, under ‘Order History’. You will also receive an email notification each month after your payment has been processed with a link to access your invoice.

In your My Account page you can click ‘Manage’ under Subscription Program to access your Subscription Settings. Here you can see all the details of your subscription including your “Shipment Processing Schedule” which shows you when your next shipment will begin being processed.

Your Shipment Processing Schedule are the dates in which we will put your next shipment in to our system so that our warehouse can get it ready for delivery. These are not the dates that your shipments will be delivered to your address. Once your shipment has been processed, you will receive an email notification with tracking information which will give you a better idea when your shipment will arrive.

Please allow a few days for processing, if you need more details on shipping information please see the Shipping section of our FAQs.

Yes! You can change both the date that your shipment is processed at our warehouse and where your shipment will be delivered, all in your Subscription Settings.

You can change your payment method assigned to subscription within your Payment Methods or Subscription Settings, but just so you know we only accept credit cards at this time.

Active status means that your subscription is on-going with no shipments or payments outstanding.

Suspended status means that one or more of your monthly payments was not able to be processed. You will have to verify your payment details and then contact Customer Service to ensure you continue to get your shipments on time.

Cancelled status means you have contacted us to cancel your subscription according to the Terms & Conditions of your contract.

A “Suspended” subscription status means that we encountered a problem while trying to process your monthly payment. This could be for a number of reasons, but we suggest you verify the details of your assigned subscription payment method within your My Payments page.

Once you have verified or updated your payment information please call Customer Service immediately at 1-844-832-1810 (Option 1) in order for them to resolve the issue and update your status back to Active. If you do not contact us, you will not receive your next quarterly shipment of supplies.

For full details on cancelling your subscription, please refer to the Terms & Conditions of your contract.

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