Shipping & Returns (Canada)

1) Shipping Information

• Shipping origin: Orders are prepared and shipped from Ontario, Canada.
• Service area: We currently accept and ship orders only within Canada. Orders submitted with a non-Canadian shipping address may be cancelled.
• Primary carrier: Purolator is used for most shipments.
• Canada Post: Canada Post may be used for PO boxes, certain remote locations, or destinations where Purolator service is unavailable or unsuitable.
• Carrier selection: Nordexa Research may select the carrier and service level based on the address, parcel requirements, service availability, and operational considerations.
• Tracked service: Orders are shipped using a tracked parcel service.
• Signature: A signature may be required for higher-value orders, certain destinations, or orders requiring additional delivery security.

2) Processing and Delivery Estimates

• Processing time: Orders typically process within 1–3 business days.
• Delivery time: Most shipments arrive within approximately 5–10 business days after being accepted by the carrier.
• Total estimate: Customers should generally allow approximately one to two weeks from the order date, depending on processing, destination, and carrier performance.
• Remote destinations: Northern, rural, and remote destinations may require additional delivery time.
• Business days: Processing and delivery estimates generally exclude weekends and statutory holidays.
• No guaranteed delivery date: Estimates are not guaranteed unless Nordexa Research expressly confirms otherwise in writing.

3) Tracking Information

• Tracking email: A shipment-confirmation email containing tracking information is normally sent after the shipping label has been created.
• Initial scans: Tracking may not update immediately after label creation. The first carrier scan may occur later that day or on the next business day.
• Tracking accuracy: Tracking events, estimated delivery dates, delivery photographs, signatures, and delivery scans are generated by the carrier.
• Customer monitoring: Customers are responsible for monitoring tracking and arranging timely receipt of the parcel.
• No tracking movement: If tracking has shown no meaningful movement for 10 business days, contact support so we can review the shipment and, where appropriate, begin a carrier investigation.

4) Address Accuracy

• Correct information required: Customers must provide a complete and accurate recipient name, street address, unit number, city, province, postal code, email address, and telephone number where requested.
• Address review: Review the shipping address carefully before submitting the order.
• Address changes: Contact support immediately if an address correction is required. We cannot guarantee that an address can be changed after processing has begun.
• After shipment: Nordexa Research cannot directly alter a parcel address after the carrier has accepted the shipment. Carrier-requested changes may be unavailable or may create delays or additional charges.
• Incorrect addresses: Nordexa Research is not responsible for delivery failure caused by inaccurate or incomplete information supplied by the customer, except where otherwise required by law.

5) Delivery and Reported Delivery Issues

• Delivery evidence: When reviewing a delivery issue, Nordexa Research may rely on carrier tracking, acceptance scans, delivery scans, signatures, delivery photographs, GPS information made available by the carrier, and carrier investigation results.
• Safe-drop delivery: Where permitted by the selected service, a carrier may leave a parcel at the delivery address without obtaining a signature.
• Delivery location: Customers should check entrances, mail areas, parcel lockers, concierge desks, building offices, household members, and other reasonable delivery locations before reporting a parcel missing.
• Incorrect delivery: If tracking indicates delivery but the parcel cannot be located, contact support promptly so the available delivery evidence can be reviewed and a carrier investigation opened where appropriate.
• Carrier investigation: Customers may be required to provide information or cooperate with the carrier during an investigation.

6) Returned, Refused and Unclaimed Parcels

• Returned parcels: A parcel may be returned because it was refused, unclaimed, incorrectly addressed, undeliverable, or not collected before the carrier’s deadline.
• Customer notification: We will review the available return information after the parcel is received back by Nordexa Research.
• Reshipment: Eligible original contents may be reshipped for a flat $25 CAD fee covering return processing and a replacement shipping label.
• Address confirmation: A corrected or confirmed delivery address may be required before a returned parcel is reshipped.
• Additional costs: Unusual carrier charges or repeated return issues may require additional payment before reshipment.

7) Cancellations and Order Changes

• Cancellation requests: Contact support as soon as possible if you need to request a cancellation.
• No guarantee: We cannot guarantee cancellation once payment has been confirmed, processing has begun, or a shipping label has been created.
• Shipped orders: Orders that have already been accepted by the carrier cannot ordinarily be cancelled or modified.
• Product changes: Requests to add, remove, or exchange products must be made before fulfillment and remain subject to availability and operational approval.

8) Returns and Change of Mind

• No change-of-mind returns: Due to the nature of laboratory research materials, Nordexa Research does not ordinarily accept returns or exchanges because a customer changed their mind, selected the wrong product, or no longer wants the order.
• Do not return without authorization: Products should not be mailed back without written return instructions from Nordexa Research.
• Unapproved returns: Unauthorized returned parcels may be refused or may not qualify for a refund, replacement, or reshipment.
• Legal rights: This policy does not remove any return, cancellation, refund, warranty, or other right that cannot legally be excluded.

9) Damaged, Missing or Incorrect Contents

• Reporting deadline: Visible shipping damage should be reported within 48 hours of delivery or the first delivery scan.
• Required photographs: Include clear photographs of the outer packaging, shipping label, internal packaging, all contents received, and the specific damage or discrepancy.
• Order number: Include the applicable Nordexa Research order number.
• Keep packaging: Do not discard the parcel, internal packaging, labels, damaged contents, or other evidence until the review is complete.
• Missing or incorrect items: Report missing, incorrect, or visibly damaged contents promptly after opening the parcel.
• Review process: Nordexa Research may request additional photographs, batch information, packaging details, or other information reasonably required to review the claim.

10) Refunds, Replacements and Resolutions

• Case review: Reported shipping or order issues are reviewed based on the order record, tracking, delivery evidence, photographs, carrier findings, inventory records, and other relevant information.
• Available resolution: Depending on the circumstances, an approved resolution may include carrier assistance, replacement, reshipment, store credit, partial refund, full refund, or another reasonable solution.
• Original payment method: Approved refunds are normally returned to the original payment method where technically available.
• Processing time: After a refund is issued, the financial institution or payment provider may require additional business days to post the credit.
• Shipping charges: Original shipping fees are not ordinarily refundable unless Nordexa Research approves otherwise or a refund is required by law.
• Duplicate recovery: A customer may not receive both a replacement or refund from Nordexa Research and a separate duplicate recovery for the same loss through a carrier, payment dispute, insurer, or other source.

Shipping and Returns FAQ

When will my order ship?

Orders typically process within 1–3 business days. Tracking is normally emailed after the shipping label has been created.

How long does delivery take?

Most shipments arrive within approximately 5–10 business days after carrier acceptance. Remote locations may require additional time.

Which carrier does Nordexa Research use?

Purolator is our primary carrier. Canada Post may be used for PO boxes, remote locations, or destinations that Purolator does not serve effectively.

Do you ship outside Canada?

No. Nordexa Research currently accepts and ships orders only within Canada.

Can I change my address after ordering?

Contact support immediately. We may be able to correct an address before fulfillment, but an address generally cannot be changed after the carrier has accepted the parcel.

What should I do if tracking does not update?

Initial tracking may take time to appear. If there has been no meaningful movement for 10 business days, contact support so we can review the shipment.

What should I do if tracking says delivered but I cannot find the parcel?

Check all reasonable delivery locations and contact support promptly. We will review the available carrier evidence and assist with an investigation where appropriate.

Will I need to sign for delivery?

A signature may be required for higher-value orders, certain destinations, or shipments requiring additional delivery security.

Can I return an order because I changed my mind?

Nordexa Research does not ordinarily accept change-of-mind returns for laboratory research materials. Contact support before attempting to return any parcel.