Frequently Asked Questions
Common Questions About Your Medicine
What is your return policy?
All sales are final at Texas Original. If you have questions about your dose, side effects or medication interactions, please consult your prescribing physician.
Why are there bubbles in my oral syringe?
Two small bubbles are introduced in the manufacturing process. These bubbles do not impact the quality or amount of the medicine as the syringes are filled and checked by weight. The bubbles may be removed through light heat (see your Patient Slip for instructions on warming the oil) or light agitation. You may also sit the syringe upright and the bubbles will drift towards the top and reduce (slowly, due to the viscosity of the oil). When first dispensing the oil, you may notice a short delay before the oil begins to flow as the air bubble moves through the tip of the syringe.
Who should I ask about changing my prescribed dose or formulation?
All dosing and medical questions should be referred to your prescribing doctor.
Are there added sugars, allergens, or artificial ingredients in your products?
Our tinctures are made with simple ingredients and are sugar-free, gluten-free, dye-free and vegan. Our tinctures are made with natural flavors with the exception of our cherry and Sweet Dreams tinctures, which contain very small amounts of artificial flavor. Our gummies are vegan, gluten-free and made without artificial dyes or flavors.
How do I store my medicine?
Store in a cool, dry place. Avoid exposing your medicine to direct sunlight, high humidity environments and extreme heat. We do not recommend refrigerating the medicine.
Can I put the tincture into food or drink to consume?
Our tinctures are sublingual – they are formulated to be placed in the cheek or under the tongue and held there as long as possible to maximize absorption in the mouth prior to being swallowed.
Can I travel with my medication?
When traveling in Texas, we recommend keeping your prescription info with you. It’s important to remember that cannabis-based medicine is still a federally illegal substance, so we do not recommend traveling out of state with your medicine.
Why does the color of the oil sometimes seem lighter or darker than previous orders?
Cannabis is a botanical medicine, so there can be slight variations in the plant material from batch to batch. We don’t use any artificial dyes to control for color, so you may see variations. We rigorously test each batch for any contamination prior to bottling to ensure quality and consistency. Color variation does not impact either quality or consistency of your medicine.
Do your products contain terpenes?
Our unflavored tinctures, RSO products and Sweet Dreams gummies and tinctures contain terpenes.
Will I fail a drug test while using this medicine?
Yes. All Texas Original products contain THC and will cause a positive result on a drug screening. While medical cannabis is legal for qualifying patients under the Compassionate Use Program, employers or probation officers may have differing policies regarding medical cannabis. We recommend speaking with your employer or parole officer before obtaining a prescription.
Physicians may provide documentation confirming a patient's prescription. Additionally, law enforcement and supervising agencies can verify patient prescriptions by visiting the Texas Department of Public Safety website: https://www.dps.texas.gov/section/compassionate-use-program/law-enforcement
Fulfillment for New Patients
When will medical vaporization devices be available?
Rules for aerosolized and vaporized medical products are currently under review by the Health and Human Services Commission. Once finalized, we will work quickly to make these available. Our patients will be the first to know once these products are available. Be sure to subscribe to email and texts by visiting bit.ly/3J6aSvn for the latest updates.
My doctor has approved my prescription – What are my next steps?
Your prescription has been entered into the Compassionate Use Registry. To place your first order, shop online or call us at 512-614-0343.
What products are available to choose from to fill my prescription?
Your prescription will list which formulation and product your doctor is prescribing. All of our products and flavors by formulation are available on our website at www.texasoriginal.com/shop/.
Note: Products that contain another cannabinoid other than CBD or THC may only be filled with a 0:1 THC prescription, or a prescription that allows for any ratio. These products include our Sweet Dreams 1:2 CBN and THC formulation and our 1:1 CBG and THC formulation.
How far in advance do I need to place my order for pickup or delivery?
Pickups: Orders must be placed by 5 pm the previous business day you are planning to pick up your prescription. On Saturdays and Sundays, orders must be placed by 3 pm the day before you plan to pick up.
Deliveries: We recommend placing your order for delivery up to 14 days in advance.
What are your phone and customer service hours?
Our phones are open from 8 am to 6 pm Monday through Friday and 10 am to 3 pm on Saturdays and Sundays. To find the hours for our locations, visit our Pickup Locations page.
How do I get a refill on my medication?
If your doctor has allocated refills on your prescription, you can place an order online or call 512-614-0343. If your prescription has expired, please contact your prescribing doctor. After your doctor has entered your new prescription, please notify us and we will get it ready for you.
I missed my pickup date. How do I reschedule my order?
Pickups: If you miss your pickup date at a TXOG location, please call 512-614-0343 to reschedule your order. If you miss your pickup at another location, your order will be rescheduled for the next available date. To view hours for your pickup location, visit https://texasoriginal.com/pick-up-locations.
Deliveries: If you miss your delivery, your order will be canceled. Please contact us to reschedule.
Do you have any marijuana dispensaries outside of Austin?
In addition to our South Austin dispensary, we offer pickup locations across the state.
What do I do if I want to change, cancel or update my order?
If you would like to update your order, please call us at 512-614-0343. Please Note: We do NOT receive messages sent to us via text message.
Can I walk in and place my order for pick up at your South Austin Dispensary?
We do not offer same day pickups at our South Austin location. Orders must be placed by 5 pm the previous business day you are planning to pick up your prescription. On Saturdays and Sundays, orders must be placed by 3 pm the day before you plan to pick up.
Compassionate Use Program 101
Is medical cannabis legal in Texas?
Yes, medical cannabis is legal under the Texas Compassionate Use Program. Patients with a qualifying condition can access medical cannabis products containing THC.
What conditions qualify under the Compassionate Use Program?
There are over 150 qualifying conditions, including chronic pain, Crohn's disease, PTSD, and more. Visit texasoriginal.com/texas-compassionate to view the complete list of conditions that qualify for a medical cannabis prescription.
Do I need to be a Texas resident to get medical cannabis?
Patients must be permanent Texas residents to receive a medical cannabis prescription.
Will participating in the Compassionate Use Program (CUP) affect my eligibility for a Texas License to Carry a Handgun?
No, participation in the Compassionate Use Program does not, in itself, disqualify an individual from obtaining or maintaining a License to Carry (LTC). The Department of Public Safety (DPS) has stated that they do not consider participation in the CUP as a reason to disqualify an individual from possessing firearms.
Learn more about the Compassionate Use Program by visiting: https://www.dps.texas.gov/section/compassionate-use-program/faq/patients.
Is my information in the Compassionate Use Registry private?
Patient information in the Compassionate Use Registry is confidential and protected by law and may only be accessed by the Department of Public Safety, registered physicians, and dispensing organizations.
Do I need a Texas medical marijuana card?
No, Texas does not require patients to have a medical marijuana card. Instead, patients must have a valid medical cannabis prescription submitted by their physician to the Compassionate Use Registry of Texas.
How do I get a medical cannabis prescription?
The first step is to find a doctor and schedule an appointment. Once the doctor confirms your eligibility, they will add your prescription to the secure Compassionate Use Registry of Texas. Once your prescription is submitted, place an order for pick up or home delivery.
What phone number do I call if I need to verify a prescription?
Please call (512) 424-0290 to verify a prescription. This is the direct line to the Compassionate Use Program.
Medical Cannabis 101
What is CBG and how does it work?
CBG, or cannabigerol, is a non-psychoactive cannabinoid found in the cannabis plant. It is considered to be the "mother of all cannabinoids" because it is the precursor cannabinoid from which other cannabinoids (like THC) are derived. When taken with THC, CBG may be beneficial for symptoms such as inflammation, appetite, anxiety and pain. CBG may also produce a more energizing, focused, balanced and uplifting effect.
What is CBN and how does it work?
CBN, or cannabinol, is one of over a hundred cannabinoids found in the cannabis plant. CBN may produce a relaxing, sedative effect and is often used as a natural sleep aid. When taken with THC, CBN may enhance the sedative effects of medical cannabis and alleviate symptoms such as restlessness, insomnia and more. Our Sweet Dreams products contain CBN, THC and targeted rest terpenes to help relieve sleep-related issues associated with qualifying medical conditions.
How does medical cannabis work?
The cannabis plant produces over 100 phytocannabinoids similar to endocannabinoids found in the human body. When ingested, the endocannabinoid system (ECS) helps transport cannabinoids throughout the body. Phytocannabinoids found in the cannabis plant, like CBD and THC, bind to cannabinoid receptors in our body and can enhance or influence the endocannabinoid system's function. Cannabinoids from the cannabis plant interact with receptors in the ECS to maintain homeostasis by regulating our mood, energy levels, immune function, blood pressure, how we experience pain, stress, hunger and more.
Does medical cannabis have potential side effects?
While patients have reported minimal side effects, we know everyone is different. Common, mild side effects include nausea, gastrointestinal issues and sleepiness. Side effects may be more likely to occur if the medicine is taken while dehydrated, on an empty stomach or in too high of a dose. Always start low and go slow to avoid potential side effects. Please speak with your doctor about any concerns or potential interactions with your current medications.
What is RSO?
RSO, or Rick Simpson Oil, is a full spectrum cannabis extract that includes all the cannabinoids of the plant, including THC, CBD, flavonoids, terpenes, proteins and other potentially beneficial compounds.
How is medical cannabis different from CBD oil available over the counter?
Cannabis is a medicine, and our products are highly regulated to achieve the highest standards of quality, purity and consistency. They are guaranteed to be free of harmful contaminants. In addition, our products are prescribed under the care of a physician to treat your individual symptoms. Your doctor will dictate the most appropriate formulation and dose, considering any potential interactions with current medications.
Payment Questions
Is this medicine covered under any insurance plans?
Due to its federal legal status, cannabis medicine is not covered by insurance.
Do you offer any discounts?
We offer various discounts, including a first-time patient discount of 20% off your first order.* Patients will also earn points for purchases completed through TXOG Rewards. First responders and all military retirees and veterans will also receive a discount of 20% off their order with a proper ID.*
*Only one discount type may be applied per order
What forms of payment do you accept?
We accept Aeropay (recommended), debit*, cash, checks and money orders. Checks can be made out to "Compassionate Cultivation, LLC." Due to the federal legal status of medical cannabis, credit cards are not accepted.
How to Access Aeropay:
Create an account and enter your information.
Click 'Add Bank Account.' Select your bank and enter your credentials.
You're ready to pay! After you finish placing your order with us, click here to enter your order amount and pay online.
*We can only process debit cards with a chip and PIN number. We can accept some qualifying HSA/FSA cards with a chip and PIN, but we strongly recommend bringing a backup form of payment.
Why was I charged an extra fee when using my debit card?
Our debit card reader operates like a cashless ATM withdrawal, which means some banks may charge an additional ATM or cash advance fee. This is not a fee from Texas Original and comes from your bank or card issuer. To avoid potential bank fees, we recommend using AeroPay. Please note that due to federal guidelines, we are unable to accept credit card payments.
Delivery Questions
Can you mail the medicine to me?
Unfortunately, it is federally illegal to mail cannabis products. All deliveries must be completed by our drivers.
Can you deliver my prescription if I live near a pickup location?
Patients who live within 10 miles of a pickup location are ineligible for delivery because we reserve home deliveries for those who cannot leave their homes or drive. You can also have a registered caregiver pick up your medicine for you. If you live within 10 miles of a location and need a delivery, call us at 512-614-0343 to find out if you qualify for a home delivery!
How will I be notified about my delivery date and time?
You will receive an email from info@texasoriginal.com with your delivery date approximately 72 hours after placing your order. To ensure you receive it, please star the info@texasoriginal.com email and opt in to Onfleet for text updates on the day of delivery.
Do I need to be home for delivery?
Yes. We require a valid ID for all patients upon receipt of the medicine. If someone is picking up or accepting delivery for you, you must have your physician add them as a caregiver. They will also need to provide ID upon receipt.
What does home delivery cost?
Texas Original offers free home delivery. The order minimum to receive a home delivery is $200. Orders below $200 can be picked up from one of our convenient locations across Texas.
Patients who live within 10 miles of a pickup location are not eligible for a delivery. Can't pick up your medicine? No problem! Please chat us or call us at 512-614-0343 for assistance.