Shipping Policy

At a glance

Cost

Free on every order

Where we ship

anywhere in Canada

Carrier

Canada Post

Handling time

1-2 business days after your e-Transfer is received and verified

Transit time

2-5 business days in transit for most Canadian addresses

Remote addresses

up to 10 business days for rural, northern and remote addresses

Tracking

A tracking number is emailed to you when your order ships

Packaging

Plain, unbranded packaging with no product names on the outside

Handling and transit are counted separately and they add up: an order paid on a Monday typically leaves us by Wednesday and lands within the following week. These are estimates from typical carrier performance, not guarantees.

Shipping & Delivery

We ship to Canadian addresses only and do not ship internationally. Shipping is free on every order - there is no minimum and no calculated shipping charge at checkout.

How long it takes

Because we verify Interac e-Transfers by hand, the clock starts when your payment clears rather than when you check out.

• Handling: 1-2 business days after your e-Transfer is received and verified.
• Transit: 2-5 business days in transit for most Canadian addresses, and up to 10 business days for rural, northern and remote addresses.
• Carrier: Canada Post.
• Tracking: A tracking number is emailed to you when your order ships.

These are estimates based on typical performance, not guarantees. Carrier delays, weather and peak periods can extend them, and we have no control over a parcel once it is in the carrier's hands.

Packaging

Plain, unbranded packaging with no product names on the outside. Vials ship lyophilized and are stable at room temperature in transit; refrigerate them on arrival.

Your responsibilities

• Risk of loss and title pass to you upon delivery to the carrier or to your address, as applicable.
• You are responsible for providing a complete, accurate shipping address. We are not responsible for delays, losses or non-delivery caused by incorrect addresses, carrier issues, or events beyond our control.
• You are responsible for ensuring it is lawful for you to receive the products at your delivery location.

If tracking shows your order as delivered and you cannot find it, or if it has not moved for more than five business days, email [email protected] with your order reference and we will open a trace with the carrier.

Returns, Refunds & Cancellations

Because our products are sensitive research materials whose integrity and safety cannot be assured once they leave our control, the following applies:

• No returns are accepted on opened, used, or temperature-sensitive products for safety and integrity reasons.
• If a product arrives damaged, defective or incorrect, contact us at [email protected] within 7 days of delivery with your order reference and photos. We will, at our option, replace the item or issue a refund.
• Refunds, where granted, are issued to the original payer by e-Transfer and may take several business days.
• You may request cancellation of an order before it ships; once shipped, an order cannot be cancelled.

This section does not limit any non-waivable rights you may have under applicable consumer protection law.