D I S T R I B U T I O N P O L I C Y & S E C U R E E X C H A N G E P R O T O C O L // F R A M E W O R K
Our Commitment to Purity
Due to the highly calibrated nature and strict climate-control protocols required to maintain the structural integrity
of our lyophilized sequences, Onyx Labs operates under a strict No-Refund Policy. Once an allocation leaves our
secure distribution facility, it cannot be returned to the master inventory. This ensures that every client receives a
product of uncompromised purity and absolute safety.
1. DAMAGED OR DEFECTIVE ALLOCATIONS
We take exceptional care in our structural packaging and transit security. However, if an item arrives damaged or
compromised during transit, we will immediately initiate an expedited exchange protocol.
Reporting Window: All transit damage or structural defects must be reported to our support team within 72 hours of the documented delivery timestamp.
Verification Process: To initialize a replacement, please contact us with your order number and clear photographic evidence of the transit damage (including the outer packaging and the affected vial).
Expedited Resolution: Once verified by our logistics team, a replacement allocation will be prepared and dispatched via Canada Post Xpresspost™ at zero additional cost to you.
2. ORDER CANCELLATIONS & MODIFICATIONS
Because our fulfillment pipeline is automated for high-velocity dispatch, orders cannot be canceled or modified once they have been processed and handed over to Canada Post. Please review your cart configurations and shipping details thoroughly prior to final checkout.
3. LOST OR DELAYED TRANSIT
Onyx Labs provides tracked, high-velocity shipping on all parcels. In the rare event that a package is marked as “Delivered” by Canada Post but cannot be located, or if a shipment is permanently lost in transit, our logistics team will initiate an official carrier investigation to secure a complete resolution.
