Shipping, Returns & Refunds

In effect since August 1, 2026.

Shipping

Orders ship from Vancouver, British Columbia. Shipping is free on orders of $200 or more.

Order before 1:00pm Pacific on a business day and it usually ships the same day. Orders placed later, or on a weekend or holiday, ship the next business day. We have to receive and confirm your payment before we ship. Interac e-Transfers are checked by hand, so they can take a little longer.

Products that need to stay cool are packed with an insulated liner and a gel pack. We email you a tracking number once the label is made.

We can’t promise how long the carrier will take, or that a package will get through customs. Once the carrier has your package, it’s out of our hands.

Damaged, missing or wrong items

Check your order when it arrives. If something is damaged, missing, or not what you ordered, email [email protected] within 7 days of delivery with your order number and photos of the item and the outer box. We’ll replace it or refund it, whichever you prefer, at our cost.

Returns

We can’t accept returns of vials that were opened, used, mixed or unsealed. We also can’t accept anything if we can’t be sure how it was stored. These products must stay cold and sealed to stay in good condition. This rule is about safety, not convenience.

Unopened items in their original sealed packaging can be returned within 14 days of delivery, as long as they were stored the way the label says. Email us first to get a return approval. We can’t process returns sent without one. You pay for return shipping, unless the return is because of our mistake.

Bacteriostatic water, syringes and other supplies can’t be returned once the outer seal is broken.

Cancelling an order

You can cancel any order for free before it ships. Once we send a tracking number, the order is on its way and the return rules above apply.

Refunds

Approved refunds go back to the way you paid. Interac e-Transfer refunds are sent by hand, so please allow up to 5 business days for us to send yours after approval, plus the time your bank takes.

If you return an item, the refund covers the item price. We only refund the original shipping if the return is because of our mistake.

Questions about lab results

If you think your batch doesn’t match its posted lab report, email us your order number and batch number. We’ll check the sample we saved from that batch and tell you what we find.

Contact

[email protected] — Monday to Friday, 9:00am–5:00pm Pacific. We reply within 24–48 business hours.