We are experiencing extremely high order volume! We're working very hard to get all orders out and get back to customers in a timely manner. If you have any questions please read through the FAQs before emailing us to see if your question has already been answered!


Can I get a refund or return my order?

Given the nature of the product, we do not allow refunds or returns.  We state this clearly in our Refund policy which is located here: https://shop.canadianhealthlabs.com/policies/refund-policy. Our orders are automatically fulfilled by our shipping partners which means that immediately upon completing your order, it’s immediately picked and packed. This means that we don’t have the ability to cancel the order at this point and as we’re unable to accept returns, the sale is final.


Where is my order? 

You will receive an order confirmation email once your order begins processing, and a shipping confirmation email once your order is shipped. To find the current status of your package once shipped, please click on the tracking number in your shipping confirmation email. Please note that there can be a delay between when the tracking number is provided and when it is first updated by the shipping provider. If the tracking number is not updated, this does not mean that your order is lost, or not progressing. Please check again tomorrow. 


When will I receive my order?

We are fulfilling orders as quickly as possible, however due to holiday volume, we can't guarantee shipping dates at this point of the year.  If your order is processing check our Shipping Policy page to see current processing times. If your order has already been shipped, please refer to your tracking number to see what the estimated delivery date is. 


How long will my order take to arrive?

Orders received prior to 1PM EST daily will typically be processed and fulfilled the same day. Orders received after this cutoff time will be fulfilled the next day.

We are working very hard to get all orders out in a timely manner, however, we can not guarantee shipping dates or times at this time of year. Due to holiday seasonal volume it can take up to 3 days for order fulfilment, but we aim to maintain same day fulfilment upon order receipt.

Once shipped orders will take 2-5 business days to arrive. When your order has been shipped, we will notify you and provide tracking info.


My order is missing/defective/incorrect?

Please inspect your order upon reception and contact us immediately at OnlineSales@CanadianHealthLabs.com if item is defective, damaged, or if you receive an incorrect order so that we can evaluate the issue and make it right. Please include a picture if possible, and details on what exactly is wrong with your order.


When will my driver arrive?/ How does delivery come? / I have questions about an attempted delivery?

We work with shipping partners like Canada Post and BoxKnight to facilitate end delivery to customers. 

Although we have set expectations and SLAs with them for delivery times, each delivery zone is slightly different.

For the time your driver will arrive and other questions about the end delivery process, please refer to the details on the tracking page provided to you in your shipping confirmation or contact the company which will be facilitating the delivery.


Do you offer curb side pickup for orders?

Due to the incredible amount of volume we’re experiencing, we do not offer curb side pickup at this time.


How do I get an official receipt/invoice for my order?

By clicking on the “Order Status” button in your original order confirmation email, you will be taken to a page with purchase and product details which can be used as a receipt.


I am interested in a bulk order, do you offer those?

Please contact us for a quote if you’re looking for more than 100 tests: OnlineSales@CanadianHealthLabs.com. Be sure to include the number of tests that you are looking for so we can provide the right pricing for you.