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Shipping Policy

Effective date: July 1, 2026

This Shipping Policy explains how Pharmacogenetic Testing Canada processes orders, ships testing kits, receives returned samples, and coordinates delivery to the laboratory.

Shipping time and laboratory turnaround time are separate. Laboratory turnaround begins only after a sample reaches the laboratory, completes intake, and is accepted for processing.

By placing an order through pharmacogenetictesting.ca, you agree to the terms described in this policy.

1. Order processing

Orders may be reviewed before shipment to confirm:

Orders are generally prepared during regular business days. Processing may take longer during weekends, statutory holidays, high order volumes, product shortages, severe weather, or circumstances outside our reasonable control.

Receiving an order confirmation does not necessarily mean that the package has already been transferred to the shipping carrier.

2. Shipping destinations

Eligible testing kits may be shipped to supported addresses across Canada.

Available delivery methods may depend on:

Some tests or collection kits may not be available in every location. If an order cannot be delivered using the selected method, we may contact the customer to arrange another option or cancel the affected item.

3. Delivery estimates

Delivery dates shown during checkout, provided by email, or displayed through carrier tracking are estimates rather than guarantees.

Actual delivery time may be affected by:

Shipping delays are outside laboratory turnaround time.

The time required to deliver the kit to the customer and return the collected sample to the laboratory is not included in the laboratory processing estimate.

4. Shipping charges

Shipping costs, where applicable, will generally be displayed during checkout or communicated before the order is completed.

Charges may vary according to:

The customer may be responsible for additional costs caused by an incorrect address, refused delivery, failed delivery attempt, or uncollected parcel.

5. Tracking information

Tracking information may be provided when available for the selected delivery service.

A tracking number may be created before the carrier physically receives or scans the parcel. Tracking updates are managed by the carrier and may not show every stage of transportation.

Contact us if tracking indicates:

A carrier investigation may be required before a replacement or other resolution can be approved.

6. Address accuracy

Customers are responsible for providing a complete and accurate delivery address.

The address should include:

Contact us immediately if an address correction is required. We may not be able to update the address after the order has entered fulfilment or has been transferred to the carrier.

Pharmacogenetic Testing Canada is not responsible for delays, losses, or additional charges resulting from incorrect or incomplete information supplied by the customer.

7. Undeliverable and returned parcels

A parcel may be returned when:

When a parcel is returned, the customer may be responsible for:

Original shipping charges may not be refundable.

8. Lost, damaged, or incomplete kits

Inspect the package shortly after delivery.

Contact us promptly if:

Keep the original packaging and provide photographs when available.

After reviewing the issue, we may replace an affected component, send another kit, contact the carrier, or provide another reasonable resolution.

Do not collect or submit a sample using damaged, contaminated, expired, or incorrect materials unless our support team confirms that they are suitable.

9. Receiving and storing the kit

After delivery, customers should:

Improper storage or handling may affect sample quality and could require another collection.

10. Collecting the sample

Customers must follow the collection instructions supplied with their specific testing kit.

Before collecting a sample:

Incorrect collection may lead to contamination, insufficient material, laboratory delay, sample rejection, or the need for re-testing.

11. Returning a sample

Clients must follow the return instructions included with their kit.

Return methods may vary between tests. Instructions supplied with one product should not be used for a different testing kit.

Before sending a sample:

Using incorrect packaging, an unauthorized carrier, or an unsuitable mailing method may cause delay, damage, rejection, or sample failure.

12. Return postage

Return postage may be included with some products and excluded from others.

Customers should review:

When return postage is not included, the customer is responsible for arranging and paying for an appropriate return-delivery method.

A trackable service is recommended where available.

13. Consent forms and documentation

Some tests require completed consent forms, requisitions, submission forms, or other supporting information.

The laboratory may place a sample on hold when:

Time spent obtaining or correcting documentation is outside the standard laboratory turnaround period.

Customers are responsible for completing all required information accurately.

14. Prenatal sample returns

Prenatal testing kits may require specific timing, packaging, handling, documentation, and courier arrangements.

When a prenatal testing service is offered or ordered, customers must use the return instructions located inside the prenatal kit.

Do not rely on:

Failure to follow the prenatal-kit instructions may result in delay, rejection, sample deterioration, additional costs, or the need for another collection.

Contact customer support before returning a prenatal sample if any part of the procedure is unclear.

15. Delivery to the laboratory

A carrier’s delivery scan does not necessarily mean that testing has started.

After delivery, the laboratory may need to:

Laboratory turnaround time begins after the sample has arrived and has been accepted for processing.

The following periods are outside laboratory turnaround time:

16. Failed samples and re-testing

Some samples may fail laboratory quality checks or may not contain enough usable material.

Possible causes include:

When another collection is available, Pharmacogenetic Testing Canada or the laboratory may contact the customer with further instructions.

Additional kit, shipping, collection, administrative, or laboratory fees may apply.

Re-testing will extend the original estimated completion date.

17. Delivery of results

Results are sent through the reseller process and are not delivered by the shipping carrier.

Depending on the testing service, reports may be provided through:

Customers are responsible for supplying accurate contact information and checking filtered, promotional, spam, or junk-email folders.

18. Delays outside our control

Pharmacogenetic Testing Canada cannot guarantee carrier delivery dates.

We are not responsible for delays caused by:

We will provide reasonable assistance when possible, but shipping delays do not change the point at which laboratory turnaround begins.

19. Contact us

For questions about kit delivery, tracking, sample returns, or laboratory receipt, contact:

Pharmacogenetic Testing Canada
Email: info@pharmacogenetictesting.ca
Phone: +1 (844) 822-2211

Please include your name, order number, and tracking information when available.

You may also review our Privacy Policy and Return Policy.