Shipping and Payments FAQ

This page answers the questions we are asked most about delivery and payment on exolabz.ca. Every order ships from inside Canada to a Canadian address, prices are in Canadian dollars, and the cart shows the final figure before you pay. The full policies are on the shipping policy and payment methods pages; this page is the short version, one question at a time.

Shipping

Where do you ship from, and where do you ship to?

Every parcel leaves our facility in Canada and is delivered to a Canadian address. We do not ship outside Canada from this site. Because the parcel never crosses a border, there is no customs clearance, no duty and no carrier brokerage charge on any order.

How quickly is an order dispatched?

Orders placed on a business day are usually dispatched within one business day. An order placed after the day’s cut-off joins the next dispatch, and an order placed late on a Friday, on a weekend or on a statutory holiday leaves on the next business day. A tracking number is emailed when the parcel leaves us.

How long does delivery take to my province?

As a general guide from dispatch: one to three business days to Alberta and Saskatchewan, two to four to British Columbia, Manitoba, Ontario and Quebec, and three to five to the Atlantic provinces. Yukon, the Northwest Territories, Nunavut and other remote addresses take longer because the last leg does not run every day. These are typical ranges, not guarantees; once the parcel is in the carrier’s network, the estimate on the tracking page is the figure to rely on.

What does shipping cost?

Orders over $200 CAD ship free anywhere in Canada. Below that, a flat tracked rate is added at checkout and shown before you pay. If the checkout cannot retrieve a live rate at that moment, a $25 flat rate appears instead so the order can still be placed.

How is the parcel packaged?

Orders go out in plain-label, tracked packaging. Nothing on the outside of the parcel describes the contents.

How do I track my order?

The dispatch email contains the tracking number and a link to the carrier’s tracking page. You can also look an order up on the track your order page, and the same details are attached to the order in your account if you ordered while signed in. If the tracking page has not updated for several business days, contact us with the order number and we will follow it up with the carrier.

Does winter weather affect a shipment?

The vials contain lyophilised powder, which is stable in transit and does not need a cold chain. In winter, let the unopened parcel come to room temperature before opening it so that condensation does not form on a cold vial. A road or rail closure can add a day to ground freight for a whole region; the tracking page shows the carrier’s updates when that happens.

What if my parcel arrives damaged or something is missing?

Tell us within 7 calendar days of delivery and include photographs of the parcel, the packing and the item. We review it and replace or refund the affected item. Our purity guarantee is separate and covers the analytical result of a compound, not transit damage.

Payment

Which payment methods do you accept?

Three: Interac e-Transfer, credit card and cryptocurrency. The methods available for your order are listed at checkout, and the total is the same whichever one you choose.

How does paying by Interac e-Transfer work?

Choose e-Transfer at checkout and place the order. The confirmation page and the order email show where to send the transfer and the amount. The order is placed on hold until the transfer arrives; we then accept it and move the order to processing. Acceptance is done by a person, so a short gap between sending the transfer and seeing the status change is normal.

How does paying by credit card work?

After you press Place order you are taken to a secure, encrypted payment page run by the card processor, with your billing details already filled in from the order. Your bank may ask you to approve the payment in its app or with a one-time code. When the payment is approved you return to the order confirmation and the order moves to processing automatically.

What happens if my card payment does not go through?

The order stays in our system unpaid, and nothing is charged. If a card payment is not completed, we email a link to finish it, so you do not need to build the cart again. Please use that link rather than placing a second order.

How does paying with cryptocurrency work?

Choose crypto at checkout; the coins we accept are named there. The confirmation page shows the wallet address and the amount. Once the payment is confirmed on our side we move the order from pending payment to processing. This step is manual, so allow a short delay before the status updates.

Is there a discount or a fee for a particular payment method?

No. We do not discount one payment method against another. The price in the cart is the price for every method.

How does quantity pricing show in the cart?

Quantity pricing is automatic and counts every vial in the order, across different compounds: 5% off at 2 to 5 vials, 10% at 6 to 7, 15% at 8 to 9 and 25% at 10 or more. The cart shows the reduced price on each line before checkout. One discount code can be used per order, and a sale code replaces quantity pricing while it is applied rather than adding to it. Larger or repeat orders are covered on the bulk orders page.

Is sales tax added?

Tax, where it applies, is calculated for the delivery address and shown at checkout before you pay. The general FAQ lists how GST and HST apply by province.

Changes and cancellations

Can I cancel or change an order?

An order can be cancelled before it is dispatched; the refund is the order total less 5%. To change an address or an item, contact us with the order number as soon as possible. Once a parcel has left us it cannot be recalled.

My order has been on hold or pending for a while. What should I do?

Send us the order number rather than placing the order again. Duplicate orders are the most common avoidable problem at this stage, and we can usually tell you within a business day what the order is waiting for.

All products are sold for laboratory research use only and are not for human or animal use.