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Frequently Asked Questions


Order Inquires

Where can I find a copy of my order invoice?

At present, please contact us with your order number and we can email you a copy of the invoice.

I have a quote number but the price wasn't displayed on the cart or during checkout.

Some quotes aren't entered into our system and therefore aren't displayed on the website. However, so long as it's still a valid quote we can honour it on our end during processing. We ask that you add the quote number to the comments field to ensure you receive the correct pricing.

What currency is used for payment?

All purchases are processed in Canadian Dollars (CAD). While prices are displayed in US Dollars(USD) for customers outside of Canada, these will be converted to the USD equivalent in CAD when invoiced.

Do you accept returns?

Please refer to our return policy for detailed information. No returns will be accepted more than 30 days after shipping date.

I placed an order but never received an email confirmation

Please ensure you check your spam folder. You can also view a copy of the order information under the order history of your account.


Shipping and Billing

Where can I track my order?

The tracking number for an order can be found under the Order History tab in your Account Dashboard. If there is no tracking number for a shipment it is possible it has not been shipped, or that a tracking number is not available at this time for that order.

What courier do you use for shipping?

Our primary courier is Canpar, however that is subject to change based on the destination and nature of the products being shipped.

Why did my estimated shipping charge change after checkout?

During checkout we provide an estimated shipping charge based on location and the approximate total weight of the order. This is subject to change after based on weight differences, multiple boxes, nature of products, etc.


Other

Do you offer a new lab discount?

Yes, we offer a discount for newly opened labs. Please contact us and mention your interest in the New Lab Discount offer.

Where can I find the Certificate of Analysis for a product?

Please contact us and we'll send you a copy to your email.

Where can I find the MSDS for a product?

Material Safety Data Sheets can be found under the Documents tab on a product details page.