Frequently Asked Questions
Find answers about RBD BioLabs products, quality testing, ordering, shipping, storage and customer support.
1. RBD BioLabs and Product Use
What is RBD BioLabs?
RBD BioLabs is a Canadian supplier of research-use-only compounds serving laboratories, institutions and other qualified research purchasers. Orders are fulfilled from within Canada.
Who may purchase from RBD BioLabs?
Our products are offered to qualified purchasers acquiring materials for legitimate laboratory, analytical, educational or institutional research.
Purchasers are responsible for confirming their eligibility and complying with all applicable laws, regulations and institutional requirements.
Are your products intended for human or personal use?
No. RBD BioLabs products are supplied strictly for legitimate laboratory and research purposes.
They are not intended for:
- Human or veterinary consumption
- Therapeutic or diagnostic use
- Compounding
- Self-administration
- Any application not permitted by applicable law
Does RBD BioLabs provide medical or usage advice?
No. We do not provide medical advice, treatment recommendations, dosing information or instructions for human or veterinary use.
We may provide available product specifications, storage information, analytical documentation and general laboratory-handling information.
Why choose RBD BioLabs?
Our service is built around:
- Clearly identified compounds and listed amounts
- Lot-specific traceability
- Available analytical documentation
- Transparent inventory and product information
- Canadian-based fulfillment
- Protective packaging
- Responsive customer support
We believe trust should be earned through accurate information, verifiable documentation and accountable service.
2. Quality, Testing and Documentation
Are your products independently tested?
Product lots are submitted for independent analytical testing.
Testing may include:
- High-Performance Liquid Chromatography to assess chromatographic purity
- Mass Spectrometry to support molecular identity
Testing methods and results may vary by product and lot. Refer to the applicable Certificate of Analysis for the reported results.
Are all RBD BioLabs products more than 99% pure?
Purity statements apply only to the specific lot identified in the corresponding analytical report.
When a tested lot reports purity of 99% or greater, the exact result will be presented in its Certificate of Analysis. We do not apply the analytical result from one lot to a different lot.
What is a Certificate of Analysis?
A Certificate of Analysis, or COA, is a document containing analytical information associated with a particular product lot.
Depending on the testing performed, a COA may include:
- Product name
- Lot or batch number
- Testing date
- Analytical method
- Reported purity
- Molecular identity information
- Testing laboratory information
A COA does not indicate that a product has been authorized for human or veterinary use.
How can I obtain a COA?
Available COAs may be published on the relevant product page or supplied upon request.
Email support@rbdbiolabs.com with the product name and lot number.
Does every product have a COA?
COA availability is disclosed on the applicable product page. If analytical documentation is required for your research or procurement process, contact us before placing an order.
How can I verify my product’s lot?
Applicable products are labelled with identifying lot or batch information. This information can be compared with the corresponding analytical documentation.
Contact our support team if you need assistance locating the documentation for a particular lot.
3. Storage and Laboratory Handling
How should products be stored?
Storage requirements vary by compound and product format. Always follow the product-specific information displayed on the label, product page or accompanying documentation.
Unless otherwise stated:
- Keep products in their original sealed containers.
- Protect products from direct sunlight, excessive heat and moisture.
- Avoid unnecessary temperature fluctuations.
- Restrict access to trained laboratory personnel.
Product-specific instructions take priority over general storage guidance.
Can lyophilized products be frozen?
Some lyophilized research materials may be suitable for frozen storage, but requirements vary by compound.
Consult the applicable product specifications before freezing any material. Repeated freeze-thaw cycles should be avoided unless the documentation specifically permits them.
What is the shelf life of your products?
Shelf life varies by compound, lot, packaging and storage conditions.
Refer to the product label or applicable documentation for available expiry or retest information. RBD BioLabs does not apply one universal shelf-life period to every product.
4. Ordering, Inventory and Payment
What payment methods do you accept?
Available payment methods are displayed during checkout.
When Interac e-Transfer is available, payment instructions will be provided after the order is submitted. An order is not considered paid until payment is received and successfully matched to the order.
Can I change or cancel an order?
Contact support@rbdbiolabs.com as soon as possible.
An order may be changed or cancelled only before it enters fulfillment. Once an order has been processed for fulfillment or transferred to the carrier, it cannot normally be changed or cancelled.
Can I order an out-of-stock product?
Where applicable, the product page expressly permits backorders, and out-of-stock products cannot be ordered. All product pages are updated as inventory becomes available.
Can I combine separately placed orders?
We cannot guarantee that separately submitted orders can be combined.
Contact us immediately after ordering. We will determine whether consolidation is still operationally possible. Additional shipping charges may apply.
Are there quantity restrictions?
Certain products may be subject to purchasing limits based on inventory, purchaser eligibility, documentation requirements or other applicable restrictions.
Any quantity limits will be communicated on the product page or during order review.
5. Institutional, Bulk and Recurring Orders
Do you accept institutional or bulk orders?
Qualified laboratories, institutions and approved research purchasers may contact us regarding:
- Bulk quantities
- Recurring requirements
- Formal quotations
- Product documentation
- Procurement support
How do I request a bulk quotation?
Email support@rbdbiolabs.com with:
- Organization name
- Product and quantity required
- Intended research context
- Delivery location
- Required documentation
- Requested delivery timeline
All requests are subject to purchaser verification, inventory availability and applicable requirements.
Do you offer wholesale or recurring-order pricing?
Volume and recurring-purchase arrangements may be available for approved purchasers. Contact our support team for an individualized quotation.
6. Shipping and Delivery
Where does RBD BioLabs ship?
RBD BioLabs currently ships to eligible Canadian addresses. We do not currently offer routine international shipping.
Additional destination restrictions may apply depending on the product, purchaser or applicable requirements.
Do you offer free shipping?
Free shipping may be offered when an order reaches the qualifying merchandise total displayed on the website or during checkout.
The qualifying amount is normally calculated before taxes and may exclude special, bulk or oversized orders. Shipping promotions and thresholds may change.
When will my order ship?
Paid and approved orders are generally processed Monday through Friday, excluding statutory holidays.
Orders received after the daily processing cutoff, on weekends or on holidays will normally be processed on the next business day.
Processing may be affected by:
- Payment confirmation
- Purchaser verification
- Inventory availability
- Order review
- Statutory holidays
Submitting an order does not guarantee same-day shipment.
Do you offer expedited shipping?
Available delivery services and prices are displayed during checkout.
Selecting expedited shipping affects the carrier’s transit service. It does not bypass payment confirmation, purchaser verification or fulfillment processing.
How long does delivery take?
Delivery estimates depend on the destination, carrier, selected service and time of year.
Remote destinations, severe weather, service interruptions and peak shipping periods may require additional time. Carrier estimates are not guaranteed delivery dates.
Will I receive tracking information?
Yes. When tracking is available, an email containing the tracking information will be sent after the shipment has been prepared.
Tracking may initially display “label created” until the carrier physically receives and scans the parcel.
How are orders packaged?
Orders are prepared in plain, protective external packaging.
Product information is not ordinarily displayed on the outside beyond information required for lawful shipping, carrier processing or safety purposes.
Internal packaging is selected to help protect products from moisture, light and ordinary physical damage where applicable.
Do you provide temperature-controlled shipping?
Temperature-controlled shipping is provided only when it is expressly stated for the selected product and delivery service.
Standard shipping should not be assumed to provide continuous refrigerated or frozen conditions. Contact us before ordering if validated temperature control is part of your procurement requirements.
Can shipping prices and options change?
Yes. Shipping rates, available services, delivery estimates and promotional thresholds may change.
The options and charges displayed during checkout at the time of purchase will apply to that order.
7. Tracking and Delivery
Why has my tracking information not updated?
Carrier tracking may take time to update after a shipping label is created.
If tracking remains unchanged beyond the expected processing period, contact support@rbdbiolabs.com with your order number. We will review the shipment and, where appropriate, initiate an inquiry with the carrier.
What should I do if my parcel is marked delivered but cannot be found?
First:
- Confirm that the shipping address on the order is correct.
- Check the mailbox, parcel locker, reception area and other delivery locations.
- Ask household members, colleagues or building personnel whether they accepted it.
- Review any delivery notice or photograph provided by the carrier.
If the package remains missing, contact us promptly so that the matter can be reviewed.
What happens if I provide an incorrect address?
Purchasers are responsible for providing a complete and accurate shipping address.
If the order has not entered fulfillment, contact us immediately and we will attempt to correct it. Once the carrier has received the shipment, an address change may not be possible.
Additional charges may apply when an order must be returned or reshipped because an incomplete or incorrect address was provided.
What happens if my package is delayed or lost?
Contact us if tracking indicates an unusual delay or possible loss. We will assist with a carrier inquiry.
A refund or replacement will be considered only after the carrier investigation and our internal review determine the appropriate resolution.
Do Canadian orders experience customs delays?
Orders shipped from within Canada to eligible Canadian addresses do not normally undergo international customs processing.
Carrier, weather, address, security and regional service delays can still occur.
8. Returns, Damage and Customer Support
Can I return a product if I change my mind?
No. Because the storage, handling and chain of custody of research materials cannot be verified after delivery, change-of-mind returns are not accepted.
Review the product, listed amount, documentation and delivery information carefully before ordering.
What if I receive an incorrect or damaged product?
Contact support@rbdbiolabs.com within 72 hours of recorded delivery.
Include:
- Order number
- Product name
- Lot number
- Description of the issue
- Photographs of the shipping package
- Photographs of the product and label
- Photographs showing any visible damage
Keep the product and all original packaging until the review is complete. Do not discard or return anything unless instructed by our support team.
Are defective products eligible for replacement?
A verified fulfillment error, substantiated product defect or approved transit-damage claim may qualify for replacement or another remedy after review.
Eligibility depends on the evidence provided, applicable carrier findings and the policies in effect when the order was placed.
How long does an approved refund take?
Once a refund is approved and processed, the time required for the funds to appear depends on the original payment method and financial institution.
Processing times are estimates and cannot be guaranteed by RBD BioLabs.
How can I contact customer support?
Email support@rbdbiolabs.com.
Include your order number when contacting us about an existing purchase. Our support team responds during Canadian business hours.
How is my personal information handled?
Personal information is handled as described in our Privacy Policy.
Order information may be used to process purchases, provide support, fulfill approved orders, prevent fraud and meet applicable legal obligations.
Where can I read the complete RBD BioLabs policies?
Please review:
- Terms and Conditions
- Privacy Policy
- Shipping Policy
- Returns and Refunds Policy
- Research-Use-Only Notice
- Quality and Testing Standards
By placing an order, the purchaser confirms that they have reviewed and accepted the policies presented during checkout.