FAQ

No. We only service customers within Canada, no exceptions.

We do our best to ship parcels on the same day that we’ve received payment. If you’ve made payment after our shipping cut off then your package will be shipped on the next business day.

If the post office in the town your working in allows packages to be sent in c/o please use the post office address as your shipping address. 

Please send us an email to let us know and be sure to double check with the Post office because only some locations offer this service.

*Emails sent to support@genexpharmaceuticals.ca.

Once you’re inside the cart you’ll see a few options for delivery. Our standard shipping uses Xpress Canada Post which is usually 2-3 days to most places in Canada. If you live in a more remote town or New Brunswick or PEI then please allow for additional delivery time. Priority Canada Post and FedEx both offer next day delivery to major city centers and faster delivery to more remote locations.

*Please be advised that due to COVID we are experiencing longer delivery times (delays up to 2 days).

No. Due to these products being educational and used for test samples we are unable to offer exchange or refund services. 

This is for our safety and yours.

All parcels are shipped with a signature required for both Canada Post and FedEx. This ensures that your package will be delivered to your hands or who ever is at your home upon delivery. You have the right to waive the require signature upon your own risk.

No. If the tracking shows that the parcel has reached the destination then we won’t ship you a new package. We recommend to double check with anyone who was at your home on the delivery date and we’ve also had cases where a neighbor has accepted the package on someone’s behalf. Please send us an email and we’re happy to have a service ticket created for you with Canada Post.

*Support@genexpharmaceuticals.ca

When a parcel is returned to us we’re charged for return shipping. For us to reship your package you’ll need to pay for both the cost of the return shipping and the cost to re-ship the parcel back to you. Call us right away so we know what you’d like to do.

Yes. However, you will need to provide a note with this arrangement to the shipper. We are unable to change this information on our end.

When deliveries are being made to cold climates occasionally a vial will freeze. We are un-able to warranty this issue.

*If you chose to have no signature required, you accept the risk of delivery to your home. We are unable to replace product(s) that have frozen while on your property.

Please check your junk folder and if you find the email please ensure that you mark it as NOT JUNK. If you do not find an email then you might have placed an email address incorrectly… please contact our support with you name, order time and order summary. 

Support avalible Mon-Fri (8AM – 5PM MST) @ support@genexpharmaceuticals.ca