Order policy
Shipping & returns
Clear expectations before payment, plus one documented path for delivery problems, cancellations, returns and refunds.
Last updated July 31, 2026
Section 01
Before ordering
Review the product, format, labelled strength, quantity, delivery address, available shipping method, charge, taxes and estimated total before payment. Checkout must provide an opportunity to correct errors before the order is placed.
Orders remain subject to purchaser, product, inventory, jurisdiction and payment approval. An automated message does not mean an order has been accepted or shipped.
Section 02
Shipping and delivery
EternaGen proposes to fulfill approved orders from Canada. Available carriers, charges and delivery estimates depend on destination and appear during checkout. Carrier estimates are not guaranteed delivery dates.
Tracking, where available, is sent through the approved communication provider. Review the delivery address carefully; address changes may not be possible after processing begins.
Section 03
Damaged, incomplete or incorrect orders
Contact support promptly with the order number, photographs of the shipping carton, label, internal packaging and product, plus a description of the issue. Keep all packaging and material until the review is complete.
Do not use a product that appears damaged, opened, incorrectly labelled, temperature-compromised or otherwise inconsistent with the order. Support may request additional information before issuing instructions.
Section 04
Cancellations and order changes
Contact support as soon as possible to request a change or cancellation. A request is not guaranteed once verification, reservation, payment or fulfillment has begun.
Any statutory cancellation right that applies to an internet agreement remains available and is not limited by this policy.
Section 05
Return eligibility
Return eligibility is reviewed individually because product integrity, storage, chain of custody and resale restrictions may affect whether a research material can be accepted. Do not send anything back without written return instructions and an approved reference.
The final policy must state any return-request period, eligible condition, exclusions, shipping responsibility and handling process clearly before commerce is enabled.
Section 06
Refunds and payment reversals
If a refund is approved, it is issued through the approved payment process to the original payment method unless another method is required by law. Bank and provider processing times may vary.
Shipping charges, return costs and partial refunds must be handled according to the final disclosed policy and any non-waivable consumer rights.
Section 07
How to request support
Contact EternaGen Support and include the order reference and the facts needed to review the request. Never send passwords, complete payment-card details or medical records.
Support can assist with order, shipment and documentation questions. It cannot provide dosing, personal-use or medical guidance.