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I've placed an order, now what?

Processing:

After an order is placed it will be processed in 1-2 business days. In some cases, e.g. bulk orders please allow an additional 2 days for processing.

Shipping:

After your order is processed it will be shipped the following business day. We do not ship on weekends or holidays. 

Tracking:

You will receive a Tracking number as soon as the order is processed. You may visit: My Order to view tracking details.

Shipping Standard

Canada Post will be used for both domestic and global shipping. Shipments will follow Canada Post Delivery Standards depending on location. Global shipping can take 1-6 weeks for delivery.

Late Packages: After the package is shipped we are not responsible for any shipping delays. Please check with your courier to determine expected delays.

My Package Says Delivered but haven't received: Please check immediately with your courier to see if the package was delivered to a neighbor or receptionist, contact us. If you are seeking a refund or reship you must notify us and fill out correspondence with shipping courier if required.​

Shipping Restrictions

Some products may have shipping restrictions, and some products may not be shipped to some destinations. We post shipping restrictions on product listings. If you are outside Canada there may be additional importation restrictions, procedures, and fees. It is your responsibility to research and comply with local laws.​

 

Customs Fees & Duties

Global shipping usually incurs import fees, rules, and customs procedures. If a fee or tax is required by your customs or postal carrier, it is your responsibility to fulfill the payment obligation. Please note, our item values are declared in full and items are coded as Certified Reference Material using the HS Tariff Code 3822.00.60 (RU-58841 with Minoxidil) or HS Tariff Code 2933.29.35.00 (all other products). We will not illegally declare a lower item value or mis-declare item codes.

Delays​

A package may be held by customs for inspection and delayed up to several weeks. You may contact the courier and find out if anything can be done to expedite the process. Typically, they request additional information, for example what the product is, what it is for, how much it cost, a copy of the invoice or additional documentation. It is important your answers are consistent with our customs declaration.

The product is a lab reagent for lab research. Values are declared in full and you can provide your order confirmation emails as an invoice. If any other documentation is needed please request the courier sends you a detailed written description via email and forward this to us at sales@vantanex.com so we can prepare it.

If the package was shipped by Purolator, DHL, UPS or FedEx, then you can call those couriers respectively. If the package was shipped by USPS then custody will be transferred to your local national postal service on arrival to the destination country. In that case you will need to call your local postal service.

  • USPS Customer Support: 1 (800) 275-8777

  • FedEx Customer Support: 1 (800) 463-3339

  • UPS Customer Support: 1 (800) 742-5877

  • DHL Customer Support: 1 (800) 225-5345

We are not responsible for custom seizures in Countries where the product is prohibited.

Will a Signature Be Required?

Orders over $200 or those shipped by DHL, UPS & FedEx will require a signature for delivery, we cannot waive the signatures. This is to protect your order from being lost or stolen. Orders $200 or less do not require a signature.

If you would like to arrange a better delivery or pickup time we will provide contact details for the courier once the package ships. If you miss the first delivery attempt the courier will make additional attempts as well as leave a delivery slip to pickup the package from the local post office.

If you would like to hold the package until a later date please contact us and we can arrange this as long as the order has not shipped out.

How Can I Cancel My Order?

All orders are held for 1 hour to allow for modification or cancellation. After this time we cannot guarantee we will intercept an order for cancellation.

If you are a registered user please find your order on the Order History page and then select the “Cancel” or “Request Cancel” button. If this is not possible please contact us immediately. We will do our best to accommodate you.​ Once the item has shipped we cannot cancel the order.

My Package has a Missing, Wrong, or Damaged Item!

Please note, all orders are documented and photographed prior to shipment to avoid fraudulent claims. We must be notified within 7 days of the delivery date for any of the following issues.

  • Missing Items: If an item is missing, please contact us immediately. Once verified we will ship the missing item(s).

  • Wrong Items: If a wrong item is received, please contact us immediately. Once verified we will ship the correct item(s). We will also provide a prepaid return label to return the wrong item(s).

  • Damaged Items: All items are shipped securely and in a manner that ensures safe arrival. If this is not the case please contact us immediately with photographic evidence. Once adequately verified we will ship a replacement.​

  • For damaged items Canada Post requires a short survey to be filled out to claim shipping insurance, we require you to comply to this for reshipment.

Chargebacks & Payment Disputes

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  • Chargebacks: Chargebacks by a credit card issuer or bounced check are taken seriously. As a matter of fraud protection any chargeback will result in the client being (temporarily) placed on the no-sell list until we can get in contact with you.

  • Payment Disputes: Please contact us first if you have a payment dispute because we can solve most problems faster than a bank or payment processor.​

Returns

Due to the nature of the product, returns are not accepted.

Thank you for choosing Vantanex, Canada's #1 RU-58841 supplier

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