Returns and support.
How returns and support work.
Support
Email support@aveldenresearch.com about any problem with an order. Include your order number.
If a lot misses its spec
If the independent lab report for your lot shows it misses any specification published on its product page, we refund you and send a replacement from a lot that meets it. Nothing is shipped back to us.
If it arrives damaged or wrong
If a vial arrives cracked, or an item is wrong or missing, email us within 72 hours of delivery. Send your order number and a photo of what arrived. We reship the item, or refund it if you prefer. Nothing is shipped back to us.
If it never arrives
Orders ship by Canada Post Xpresspost with tracking. If your parcel is lost in transit, or is marked delivered and never reaches you, email us within 7 days of its expected delivery date. We trace it with Canada Post. If it does not turn up, we reship the order or refund it, your choice.
If you change your mind
Every vial is held cold until it ships. Once a vial leaves us, we cannot prove how it was stored, so we do not take it back. We do not accept returns of vials you no longer want. If your order has not shipped yet, email us and we cancel it and refund you in full.
How refunds are paid
We refund the way you paid, within 5 business days after we approve the refund. Card payments go back to the same card, and your bank may take 5 to 10 business days to show it. Interac e-Transfer payments go back by e-Transfer to the email on your order. Crypto payments go back in the same coin, to a wallet address you send us. We send the Canadian dollar value of the refund, converted on the day we send it.