Frequently Asked Questions

Our dedicated customer support team is always here to assist you with any questions you may have. However, to ensure that we are efficient and effective at helping our wonderful customers, please review the following frequently asked questions to see if the answers to your questions are here before you reach out to us.

1. What payment methods do you accept? We accept Interac e-Transfers as our exclusive payment method.

2. How long does it take to process and ship an order? Orders are processed and shipped within 24 hours on business days (Monday to Friday), excluding stat holidays and weekends.

3. Do you offer discreet shipping? Yes, all our products are shipped discreetly to ensure the privacy of our customers.

4. How do I track my order? Tracking numbers are provided via email once a shipping label is created for your order. You can use this number to track your package’s status. We do offer letter mail shipping options upon request but there are no tracking details provided for this service.

5. What are your customer support hours? Our customer support is available during our business hours, which are Monday to Friday, excluding holidays and weekends. Feel free to contact us with any questions or concerns.

6. Do you offer international shipping? We currently only ship to customers with verified accounts within Canada.

7. How do you maintain product quality and consistency? We batch track all our products to ensure consistency within research projects. Our packaging is done in an atmosphere-controlled environment to maintain product quality and prevent contamination.

8. How can I become a verified customer? To utilize our services, you must fill out an application with your research credentials, along with a copy of your ID. As soon as your application is reviewed, we delete all identification documents in accordance to the Canadian privacy laws. Once our team has reviewed your application, and upon approval, you will gain access to our verified customer services. If you do not attach the correct documents, your application will not be approved.

9. I can not upload my Identification and my research data, what do I do? You can send us an email to [email protected] and attach a copy of your identification there. Without all of the necessary documentation, you can expect your application to be delayed.

10. What is your return policy? We strive to provide high-quality products. If you encounter any issues with your order, please contact our customer support team within 7 days of receiving your package, and we’ll assist you in resolving the issue.

11. Are your research chemicals legal in my area? It’s essential to be aware of the laws and regulations regarding research chemicals in your region. Please ensure that you are in compliance with local laws before placing an order.

12. How can I contact your customer support team? You can reach our customer support team by calling 604-359-8040, by sending an email to [email protected] or by leaving a message on the form of our contact page. We’re here to assist you with any questions or concerns you may have.