Shipping & Returns

Where we ship

TripleBond ships worldwide from its laboratory in Guelph, Ontario, Canada, subject to documentation, export control and regulatory requirements for the destination. We ship to business, university, government and laboratory addresses. We are not able to ship to residential addresses.

How shipping is charged

Shipping is not included in catalogue prices. Because our products travel internationally, often under temperature control and with accompanying documentation, shipping is quoted for each order rather than estimated automatically. After you place an order we confirm availability and the shipping charge for your destination, and issue a final total before any payment is requested.

If you prefer, you may ask us to ship on your own DHL, FedEx or UPS account. Enter the account number at checkout and no shipping charge is added; risk passes when the goods are collected by your carrier.

Packaging and cold chain

Reference materials are packed to protect them in transit and, where the product requires it, shipped with coolant in insulated packaging. Products that require frozen or refrigerated storage are dispatched so as to arrive within their validated handling window. Storage requirements for each product are published on its product page and restated on the Certificate of Analysis.

Documentation

A Certificate of Analysis and a Safety Data Sheet are supplied on request and are sent with confirmed orders. Customs documentation, commercial invoices and, where required, end-use or import permits are prepared for each international shipment. Where the destination requires an import permit, the customer must provide it before dispatch.

Delivery times

Orders in stock are normally dispatched within 2 to 5 business days of payment or purchase order approval. Products made to order, cold-chain shipments awaiting a suitable despatch day, and orders requiring an import permit may take longer; we will tell you the expected date when we confirm your order. Transit times depend on destination and courier service. Delivery dates are estimates and are not guaranteed.

Damage, shortage or incorrect supply

Please inspect every shipment on arrival. If anything is damaged, missing or incorrect, email info@triplebond-canada.com with your order number, normally within 10 days of delivery, together with photographs of the packaging and contents where relevant. Confirmed errors on our part are corrected at our cost: we will replace the goods or credit the order. If a problem comes to light later than that, contact us anyway and we will look at it.

Returns

Because reference materials are quantitatively characterised and their integrity depends on uninterrupted storage and handling, TripleBond cannot accept the return of goods that have been opened, used, decanted or stored outside the stated conditions. Once a product has left our documented chain of custody, we cannot re-certify it.

Unopened goods in their original, undamaged packaging may be returned only where TripleBond has authorised the return in writing in advance, and where the request is made within 14 days of delivery. Authorised returns are made at the customer's cost and risk, and may be subject to a restocking charge of up to 20% of the order value, depending on the product and its storage requirements. Custom-synthesis products, custom quantities and special orders are not returnable.

We would rather solve the problem than apply a rule. If you have ordered the wrong product or the wrong quantity, contact us — we will tell you what is possible for that particular item.

This policy does not affect your rights where goods are faulty, were supplied incorrectly, or do not conform to the Certificate of Analysis.

Cancellations

An order may be cancelled without charge at any time before it has been dispatched. Custom-synthesis and special-order work may be cancelled only by agreement, and work already performed is chargeable.

Contact

info@triplebond-canada.com · 1-855-880-0880 · 5-67 Watson Road South, Guelph, ON, Canada N1L 1E3