Shipping policy
Every order is packed and dispatched from our facility in Vancouver, British Columbia. Below is exactly how long that takes, what it costs, and what happens if something goes wrong in transit.
Processing times
Orders are processed Monday to Friday, excluding statutory holidays. Orders placed before 2:00 PM PT on a business day are typically packed and dispatched the same day. Orders placed after that cut-off, or on a weekend or holiday, are dispatched the next business day.
Processing time is separate from transit time. Both are listed at checkout before you pay.
Rates and free shipping
| Order value | Rate | Typical transit |
|---|---|---|
| Under $250 CAD | Calculated at checkout | 2–7 business days |
| $250 CAD and over | Free — standard tracked | 2–7 business days |
| Expedited (optional) | Calculated at checkout | 1–3 business days |
The free shipping threshold applies to the order subtotal after discounts and before taxes. Shipping charges are non-refundable once an order has been dispatched.
Where we ship
We ship to all provinces and territories in Canada, including PO boxes and rural routes. We ship within Canada only and do not currently ship internationally.
We cannot ship to freight forwarders or reshipping services. Orders identified as using one may be cancelled and refunded.
Tracking
You'll receive a shipping confirmation with a tracking number as soon as your label is created. Tracking can take up to 24 hours to show movement after the label is generated — this is normal and does not mean the parcel is lost.
If your tracking has not updated in 5 business days, contact us and we'll open a trace with the carrier on your behalf.
Packaging and product stability
All orders ship in plain, unbranded outer packaging with no reference to the contents on the exterior label.
Lyophilized (freeze-dried) peptides are stable at ambient temperature for the duration of normal domestic transit and do not require cold-chain shipping. On arrival, store vials as directed on the product page — typically refrigerated at 2–8 °C for short-term storage, or frozen at −20 °C for long-term storage. Once reconstituted, refrigeration is required.
Vials that arrive warm are not compromised. Peptide degradation in transit is driven by moisture and repeated freeze-thaw cycling, not by brief ambient exposure.
Delays, lost parcels and damage
Once a parcel is accepted by the carrier, transit is outside our control. Posted transit times are carrier estimates, not guarantees, and we cannot refund shipping for a delayed delivery.
- Damaged in transit — photograph the outer box and the contents before removing anything further, and email us within 7 days of delivery. We'll replace damaged vials at no cost.
- Marked delivered but missing — check with your household and neighbours, then contact us within 7 days of the delivery scan. We'll open a carrier investigation. Resolution typically takes 5–10 business days.
- Lost in transit — if the carrier confirms a parcel is lost, we will reship or refund in full, at your choice.
Address accuracy
We ship to the address exactly as entered at checkout. Please check it carefully — we can only amend an address before the label is created, so contact us immediately if you spot an error.
If a parcel is returned to us because of an incorrect or incomplete address, or because it went unclaimed, we'll refund the order less the original and return shipping costs. A reshipment requires payment of a new shipping charge.
Questions about a shipment
Email support@optivexlabs.ca with your order number and we'll come back to you within one business day.
See also our Returns & Refund Policy and Terms of Service.