Shipping, Returns & Refunds
Issued by [REGISTERED LEGAL ENTITY NAME] Inc., [STREET ADDRESS], [SUITE / UNIT], [CITY], [PROVINCE] [POSTAL CODE], Canada. Last updated July 2026.
Order processing and dispatch
Orders confirmed before 14:00 ET on a business day are dispatched the same day. Orders confirmed after that, or on a weekend or statutory holiday, dispatch the next business day. Temperature-sensitive items ship cold-pack.
You receive an order confirmation immediately, and a separate dispatch notice containing the carrier and tracking number as soon as the parcel is scanned.
Delivery estimates and tracking
| Service | Estimated delivery | Cost | Tracking |
|---|---|---|---|
| Standard (Canada) | 2–5 business days after dispatch | Flat rate, free on orders over $250 USD | Tracked, delivery confirmation |
| Express (Canada) | 1–2 business days after dispatch | Calculated at checkout | Tracked and insured |
| International | 5–14 business days after dispatch, excluding customs clearance | Calculated at checkout | Tracked to destination country |
Delivery estimates run from dispatch, not from order placement, and exclude time held in customs. Orders over $250 USD ship free on the standard domestic service.
International orders
The buyer is the importer of record and is solely responsible for duties, taxes, brokerage fees, and compliance with all local import rules governing research materials. Parcels refused or abandoned at customs are refunded less outbound shipping and any carrier charges levied against us.
Damaged, missing or incorrect items
Report any damage, shortage or mis-ship within 48 hours of the carrier's delivery scan through our support form, quoting your order number and including photographs of the outer packaging, the cold pack and the vials as received. Verified claims are resolved by replacement at our cost, or a full refund if a replacement is unavailable.
Cancellations
An order may be cancelled for a full refund at any time before it is dispatched. Email support@valence.example with your order number. Once a dispatch notice has been issued the order can no longer be cancelled.
Returns
These are reference research materials whose integrity depends on an unbroken cold chain and an intact tamper seal. We therefore cannot accept returns of vials whose seal has been broken, or of any item that has left a controlled storage environment.
Unopened items in original, sealed packaging may be returned within 14 days of delivery when:
- the tamper seal and manufacturer labelling are intact;
- a return authorisation has been issued by us in advance; and
- the item is returned by a tracked, temperature-appropriate service.
Approved returns are refunded to the original payment method less outbound shipping. Return shipping is at the buyer's cost unless the return is the result of our error.
Refunds
- Timing. Approved refunds are issued within 5 business days of us receiving the return or verifying a damage claim.
- Card payments. Refunded to the original card. Your bank typically posts it within a further 5–10 business days.
- Interac e-Transfer. Refunded by e-Transfer to the address the original payment was sent from, within 5 business days.
- Cryptocurrency. Refunded in the same asset to a wallet address you confirm in writing, valued at the amount received. Network fees and exchange-rate movement between payment and refund are not reimbursed.
- Partial refunds. Issued where only part of an order is affected.
Eligibility
Purchases are restricted to qualified researchers aged 21 or over, buying on behalf of a research institution or comparable facility. All items are supplied for laboratory research use only and are not for human or veterinary use.
Contact
[REGISTERED LEGAL ENTITY NAME] Inc.
[STREET ADDRESS], [SUITE / UNIT], [CITY], [PROVINCE] [POSTAL CODE], Canada
support@valence.example · Monday–Friday, 9:00–17:00 ET · replies within 1 business day