Shipping & returns
Last updated 10 August 2026
Orders are dispatched from Ontario and shipped across Canada. Nothing here is automatic — if something is wrong, email us and a person will look at it.
Where we ship
Canada only, at the moment. We do not ship internationally, and we do not ship to freight forwarders.
Cost
Shipping is a flat $20 CAD, and free on orders over $200 CAD. The threshold is applied after any discount, so a code can take an order back under it — the checkout shows you the total before you commit either way.
When it goes out
Nothing ships until your e-Transfer has arrived and been accepted. Once it has, we aim to dispatch within one to two business days.
Delivery time after that is up to the carrier. Most of Ontario is a couple of days; further afield is longer. We are not able to guarantee a delivery date, and we do not offer guaranteed or express service.
You get a tracking number when the parcel is on its way. Once it is with the carrier, their tracking is the best information available — we can see exactly what you can see.
Packing
Orders are packed discreetly, with no product names on the outside. Vials are packed to survive normal handling. If a parcel arrives visibly damaged, photograph it before opening — that helps us sort it out.
If something is wrong
Email hello@aurumbio.co with your order reference and a photo, within 7 days of delivery. There is no returns form and no automatic refund — every case is looked at individually, and we will reply.
Where we get it wrong — the wrong item, a missing item, or a vial damaged in transit — we will replace it or refund it. That is the part we are responsible for and we will make it right.
What we cannot take back
We cannot accept returns of vials that have been opened, unsealed, or taken out of our custody and back again. There is no way for us to verify how something was stored or handled once it has left, and re-selling it would make the lot traceability that the rest of this business rests on meaningless.
We also cannot refund an order because you changed your mind after it shipped, or because a carrier was slower than expected.
If an order has not shipped yet, tell us and we will usually cancel and refund it.
Undeliverable parcels
If a parcel comes back to us because the address was wrong or nobody could receive it, we will contact you. We can send it again once the return shipping and a new label are covered.
Refunds
Refunds go back by Interac e-Transfer, to the address the payment came from, once we have agreed one. We aim to send it within a few business days of that.