Shipping Policy

Shipping Overview

ExoLabz ships all research compounds from within Canada. Orders are dispatched in plain-label, tracked packaging, and a tracking number is issued once the parcel leaves our facility.

Shipping Rates

Processing Times

Orders placed on a business day are processed and dispatched from our Canadian facility as soon as they can be turned around. Orders placed on a weekend or a statutory holiday are processed on the next business day.

The dispatch cutoff is the single largest influence on when a parcel arrives. An order placed after the day’s cutoff joins the following dispatch, and one placed late on a Friday joins Monday’s, which accounts for most of the variation customers notice. A tracking number is emailed the moment the parcel leaves us, and the carrier’s own estimate becomes available at that point.

Delivery Estimates

Delivery times vary by destination and by the carrier service used. The estimate shown on your tracking page once the parcel is in the network is the authoritative figure for that shipment; anything quoted before dispatch is a general expectation rather than a commitment, and carrier estimates are not guaranteed.

Four things drive most of the variation, and none of them is the compound:

• Distance from the dispatch point. Deliveries to the Lower Mainland, Vancouver Island and Atlantic Canada sit at the end of longer domestic routes than central Canada does, and Victoria and the Gulf Islands add a scheduled ferry leg on top.
• Provincial statutory holidays. Several are observed in one province and not in others, so a receiving department can be closed on a day the dispatching province is working normally.
• Winter conditions on a single corridor. Much of the country is fed by one main route, and a closure on it moves ground freight for a whole region by a day regardless of local weather.
• Remote and northern addresses. These often involve a final scheduled leg that runs less frequently than daily.

Because no Canadian order clears customs, none of these is the open-ended kind of delay an imported parcel can encounter. A domestic parcel on a long route is still a tracked parcel on a predictable one.

Tracking Your Order

A tracking number is emailed to the address on your order once the parcel is dispatched. If your order is confirmed and no tracking information has arrived, check the spam folder for the address used at checkout first, then contact us through our contact page with the order number.

One thing worth knowing if you are ordering to a university, hospital or government address: the carrier marks a parcel delivered when it reaches central receiving, not when it reaches your laboratory. The internal transfer from a receiving dock to a specific floor and bench runs on the institution’s own schedule and does not appear in the tracking at all. If a delivery shows as complete and the vial is not on the bench, central receiving or the departmental mailroom is the first place to look rather than the carrier.

Packaging and Handling

Lyophilised peptides are shipped as stable powder and do not require cold-chain transit for standard delivery windows. All parcels are shipped in plain outer packaging with no description of contents on the exterior.

Lost, Delayed or Damaged Shipments

If a parcel is delayed beyond the carrier’s stated window, arrives damaged, or is marked delivered but not received, contact us with your order number and tracking reference. Claims are handled under our returns and purity guarantee policy.

Incorrect Addresses

Customers are responsible for supplying a correct and complete delivery address. Parcels returned to us as undeliverable due to an incorrect address may be reshipped at the customer’s expense.

Research Use Only

All products supplied by ExoLabz are intended for laboratory research use only. They are not approved for human consumption, clinical, or veterinary use. By placing an order you confirm that the materials will be used solely for legitimate research purposes.