Shipping & Returns
Shipping across Canada
We ship Canada-wide from within Canada using tracked courier and other trusted Canadian couriers. We do not ship internationally.
- In-stock orders ship in about 5–7 business days, tracked Canada-wide.
- Typical tracked courier transit is 5–7 business days to most major centres (longer to remote and northern regions).
- Free shipping on orders over $199; smaller orders are charged a flat, calculated shipping rate shown at checkout.
- Every order is tracked, and temperature-sensitive items ship with cold-chain packaging.
- All orders ship in plain, unbranded outer packaging.
Lost or delayed parcels
Every shipment is tracked. If a parcel stalls or shows no movement, contact us with your order number and we will work with the carrier to locate it or arrange a resolution.
Returns
Because these are sensitive laboratory reagents, we generally cannot accept returns of opened products. If you receive a damaged, incorrect, or quality-deficient item, contact us within 7 days with your order and batch number and we will make it right.
Delivery estimates are typical courier transit times and are not guaranteed. Research use only.
This page explains how Pure Peptides Canada ships orders and how returns are handled. Orders ship domestically within Canada by tracked courier, with free shipping over $199, plain unbranded outer packaging, and cold-chain materials for temperature-sensitive items. Because these are laboratory reagents, opened products generally cannot be returned, but damaged, incorrect, or quality-deficient items are resolved when reported within 7 days with the order and batch number.
What happens between placing your order and the courier scan
The handling window listed on this page covers order verification, picking, and packing — not transit. Vials are checked against the order, labelled, and packed with any required cold-chain materials before a tracking number is generated. Transit time is counted from the first carrier scan, so a total door-to-door estimate is the handling window plus courier transit.
Business days exclude weekends and statutory holidays, which differ by province. An order placed late on a Friday before a long weekend effectively begins processing the following business day.
Tracking numbers are issued once the label is created. It is normal for a new number to show no movement until the parcel is physically scanned into the courier network, which is why we ask that you allow a full business day before reporting a stalled shipment.
Address accuracy and where the parcel is left
Most delivery problems trace back to the address rather than the carrier. Institutional deliveries are the common failure point: a university or hospital loading dock, a department mailroom, or a building with restricted access can add days between the courier’s “delivered” scan and the parcel reaching the person who ordered it.
Include a suite, lab, room, or department number wherever one exists, and a contact phone number the courier can actually reach during business hours. If a receiving desk signs for shipments on your behalf, it helps to let them know a tracked parcel is inbound — particularly one that should not sit at room temperature.
Residential and remote-address deliveries may be held at a depot or postal outlet if no one is available to receive them. Check the tracking notes rather than waiting, since holding periods are set by the carrier.
- Include suite, lab, room, or department in the address line
- Add a daytime phone number for courier contact
- Flag temperature-sensitive orders to your receiving desk in advance
- Watch tracking for held-at-depot or attempted-delivery notices
Cold-chain packaging and what to do the moment it arrives
Temperature-sensitive items ship in insulated packaging with cooling material. This packaging is designed to protect product over a normal transit window — it is not indefinite storage, and it is not a substitute for a freezer or refrigerator. The single most useful thing you can do is move the contents to their intended storage conditions promptly after delivery.
Lyophilized peptides are generally more forgiving of transit conditions than reconstituted material, which is one reason products ship in that form. Coolant that arrives partially or fully thawed is not, on its own, evidence of a compromised product; the insulated system is meant to buffer temperature, not to arrive frozen solid.
Inspect the parcel before signing where possible, and inspect vials before storing them. Photograph anything that looks wrong while it is still in the packaging — a cracked vial, a compromised seal, a crushed carton, a mismatched label. Photographs taken at the moment of unboxing make a damage or discrepancy claim straightforward to resolve.
- Move cold-chain items to proper storage as soon as they arrive
- Compare vial labels and quantities against your order confirmation
- Record the batch or lot number from the label for your own records
- Photograph any damage, leakage, or labelling discrepancy before disposing of packaging
Why shipping is domestic only
Orders ship from within Canada to Canadian addresses. Keeping fulfilment domestic avoids international customs processing, which is where research-compound shipments most often stall, get inspected, or are refused outright — and where cold-chain packaging is least likely to survive the delay.
It also means no import paperwork, brokerage handling, or cross-border duties for you to manage, and a single carrier network handling the parcel from origin to destination. Transit to remote, northern, and fly-in communities still takes longer than to major centres, because the final leg depends on regional carrier and flight schedules rather than the courier’s ground network.
Returns, replacements, and batch documentation
The restriction on returning opened products is a quality-control matter, not a policy technicality. Once a vial’s seal is broken or a reagent has left our control and its storage history can no longer be verified, it cannot be represented as sound to anyone else — so it cannot re-enter inventory. This is standard practice for laboratory reagents and it protects the next researcher as much as it protects us.
What is covered is anything that arrived wrong: damage in transit, the wrong item or quantity, or a product that does not meet stated quality. Report it within 7 days of delivery with your order number and the batch number printed on the vial label. The batch number is what lets us trace the specific lot, review its documentation, and check whether other units from the same lot are affected.
Because these products are supplied strictly for laboratory research use, returns cannot be accepted on the basis of research outcomes or results. Assessment is limited to product identity, condition, and quality on arrival.
Keep the packaging until the matter is closed. Carriers frequently require the outer box and internal materials for a damage claim, and discarding them early can limit the options available.
- In scope: transit damage, incorrect item, incorrect quantity, quality-deficient product
- Required: order number, batch number, and photographs where damage is visible
- Timeframe: contact us within 7 days of delivery
- Not in scope: opened or used product, and research outcomes
Discretion in packaging
Every order leaves in plain, unbranded outer packaging with no product names or descriptive contents on the exterior. Nothing on the outside of the box indicates what is inside, which matters for shared mailrooms, front desks, and multi-tenant buildings where parcels pass through several hands before reaching you. Product identification, including batch and lot information, appears on the labelling inside.
| Order detail | Standard ambient items | Temperature-sensitive items |
|---|---|---|
| Outer packaging | Plain, unbranded | Plain, unbranded |
| Internal packaging | Protective packing for transit | Insulated packaging with cooling material |
| Tracking | Tracked Canada-wide | Tracked Canada-wide |
| On arrival | Store per product labelling | Move to specified storage promptly |
| Shipping cost | Free over $199; flat calculated rate below | Free over $199; flat calculated rate below |
Common questions
Is the 5–7 business day figure the handling time or the delivery time?
There are two separate windows. In-stock orders ship in about 5–7 business days, and typical tracked courier transit is a further 5–7 business days to most major centres. Plan on the combined total, and add time for remote and northern destinations. These are typical courier transit times, not guaranteed delivery dates.
My tracking number hasn't updated. What should I do?
A newly created label often shows no movement until the parcel is scanned into the courier network, so allow a business day first. If tracking then stays static or the parcel appears stalled, contact us with your order number and we will work with the carrier to locate it or arrange a resolution.
The cold packs arrived soft or thawed. Is my product ruined?
Not necessarily. Cold-chain packaging is designed to buffer temperature across a normal transit window rather than to arrive frozen, and lyophilized material is more tolerant of transit than reconstituted material. Move the contents into their intended storage conditions promptly. If a vial itself is damaged, leaking, or otherwise appears compromised, photograph it and contact us within 7 days with your order and batch number.
Where do I find the batch number you ask for?
It is printed on the vial or product labelling inside the package. Record it when the order arrives — it identifies the specific production lot, which is what allows a claim to be traced and documentation reviewed. Return and replacement requests need it alongside your order number.
Can I return an unopened vial I no longer need?
Sealed, unopened stock is assessed case by case, and the 7-day window still applies. Once a product has left our control, its storage history can no longer be verified, so we cannot accept opened products back at all. Contact us with your order number before returning anything.
Do you ship to the United States or outside Canada?
No. We ship Canada-wide from within Canada only. Keeping fulfilment domestic avoids customs delays and inspections that are particularly damaging to temperature-sensitive shipments, and it means no import paperwork or brokerage fees on your end.
Can you ship to a university department or hospital receiving dock?
Yes, and this is the most common destination type. Include the suite, lab, room, or department number and a daytime phone number, and let your receiving desk know a tracked parcel is inbound so temperature-sensitive items are not held at an intake counter.