Shipping and delivery

We ship within Canada only, from West Vancouver, British Columbia.

We ship across Canada. We operate from West Vancouver, British Columbia.

We do not ship outside Canada, and an order can only be placed with a Canadian delivery address. The store itself is set to accept Canadian addresses only, so a delivery address outside Canada cannot be entered at checkout.

If you are ordering from outside Canada, import rules are yours to know. A parcel stopped or seized by a customs authority is not something we can retrieve or influence.

Two things are settled and will not change.

Plain outer packaging. Nothing on the outside of the box says what is inside, names a compound, or identifies the category of goods. There is no branding on the outer packaging.

The batch certificate reference on the packing slip. This is the point of the whole exercise. The slip inside carries the batch reference for what you received, so the report we hold can be matched to the vial in your hand rather than to a product line in general. Ask for the report by compound name and we will send it.

Shipping is a flat $35 CAD on every order, anywhere in Canada. There is no free shipping threshold and no surcharge for remote addresses.

Shipping is charged separately from the product price and is shown at checkout before you pay.

Orders are dispatched from West Vancouver on business days. Your dispatch email names the carrier and carries the tracking number, because which carrier we use depends on where the parcel is going.

We will publish real numbers here, based on what the carrier actually commits to, rather than a comfortable estimate. Until then we are not going to tell you how fast it is.

Every parcel is tracked as standard, and the number reaches you by email on dispatch. We do not require a signature on delivery.

Where tracking exists you will get the number by email when the parcel is dispatched, not when the order is placed.

Handle what arrives as laboratory material.

• Lyophilised powder is generally stable in transit at ambient temperature for the duration of a domestic parcel journey, which is why it ships that way.
• On arrival, follow the storage guidance on the product page for that compound. Storage conditions differ between compounds and we publish them per product rather than as one rule.
• Bacteriostatic water and reconstitution supplies have their own handling notes on their pages.

We do not ship refrigerated or on ice, and we do not claim a cold chain we do not operate.

A parcel that does not arrive. Tell us. We will trace it with the carrier as far as the carrier allows, and If a parcel has not arrived fifteen business days after dispatch we treat it as lost and send a replacement at our cost. Where the item is no longer available you get a refund instead.

A parcel that arrives damaged. Photograph it before you open it further, and send us the photos. Tell us within seven days of delivery.

The wrong item, or a missing item. Tell us with the order number and we will correct it at our cost. This one needs no placeholder: if we shipped the wrong thing, that is ours to fix.

A vial whose batch does not match the report we sent. Tell us immediately. This is the failure that matters most on a site built around batch matching, and we want to know about it more than you want to tell us.

We ship to the address you give us. If it is wrong or incomplete and the parcel is returned to us or lost, that is not something we can absorb, and a reship is charged at the same flat $35.

Tell us quickly if you spot a mistake. Before dispatch we can usually change it. After dispatch we cannot.

• We will not mislabel a parcel, understate its value, or describe the contents as something else on a customs declaration.
• We will not ship to an address in a way designed to avoid a rule that applies to you.
• We will not tell you a compound is safe to receive somewhere it is not.

Our terms and conditions govern the sale, our refunds and returns page covers what happens after delivery, and the research use disclaimer is the condition every order is placed under.