Frequently Asked Questions

I am unsure of what product to use for my research, can you recommend one for me?

We can not recommend products to any of our customers as we are not fully aware of your individual project or research. Furthermore, it is the customers responsibility to have fully researched the products they intend to include in their work to see if it is the best possible option for the results they desire.

I am dissatisfied with my product. What can you do about it?

At reChem, we take any complaints extremely seriously. We will investigate this complaint thoroughly and ensure it is resolved as soon as possible. Due to the fact that all of our products are tested and to be of analytical grade, it is very rare that a customer is dissatisfied and typically the issue is that the particular product chosen does not work with their particular research. If testing has been done by both parties and it is proven that our product is somehow of lesser quality than expected, we will issue an immediate refund and dispose of the batch in our stock.

I am wondering when a particular product will be back in stock.

We try to always keep our products well stocked, however sometimes there is a bit of wait time for some of the chemical processes. Please be advised that any stock updates will always be posted to our website, our BBM channel and our Facebook page, and those are the best places to keep up to date with product listings. Upon request, customers can be added to notification lists to be e-mailed when a product is restocked.

Can I include a sample with my order?

We no longer offer any free samples unless there are particular circumstances that require it. We do offer smaller, sample sized quantities of products at a lesser cost. The quantity and cost depend on the product and generally can only be added onto orders. Samples can only be issued once and not after that product has already been ordered in normal quantities.. 

What are your methods of payment?

We accept Interac e-transfer, bitcoin (and other cryptocurrencies) & Bank transfers.To pay with Bitcoin or other cryptocurrencies, select “cryptocurrency” in the payment method selection during the checkout process.

If I place and pay for my order today, will it be sent out today?

As long as the order is placed and paid for before our cut off time of 3pm EST Monday to Friday, it will go out the same day. Otherwise, it will go out the next business day.

Can I change my method of payment once the order goes through?

In order to change your chosen method of payment, we will have to cancel and, when applicable, refund the order. The order will have to be replaced. If the order is still pending and you would like to change the method of how you will pay it, you can at any point go into your order history and complete the payment of any pending order via any of our available methods.

I made an error on my order, can I edit it?

Any errors with the address or product selected can only be edited by our customer support team. Please note that any address changes or updates made on your actual account will not automatically be carried over to your order if you placed your order first. You must notify us of these changes.

What are my shipping options?

Your shipping options are either regular post, which is untracked and not guaranteed (if this package gets lost there is no way to recover it or be reimbursed). Xpresspost, which is tracked and guaranteed and Purolator Next Day, which is also tracked and guaranteed. There is also a Purolator Saturday delivery option which is only available in certain Canadian locations and only when the order is shipped on a Friday.
Can you send my package discreetly?

We offer a discreet option for all orders . This means that our company name will not appear anywhere on the package, our partner company “Cerberus Solutions” will appear instead.

I am wondering if this product can be sent to the states?

Yes with no Hassles

How long will my order take to arrive?

It depends on your location, but typically inside of Canada, regular post takes approximately anywhere from 5-14 business days to arrive, Xpresspost takes 1-3 business days and Purolator Next Day is guaranteed in one, but may take two depending on any delays that may arise.

Do you have any coupons or promotions you can offer me?

Any promotional offers will be advertised on the site or sent in the form of a letter in your order. The area for a coupon code upon checkout is reserved for customers who have received a credit for us, or a particular coupon code for a certain order. Some public promotional offers will also be issued in the form of a coupon.

Can I order a quantity that’s not listed on the site?

Yes, we can do custom orders. Please e-mail info@rechemlabs.org and include the name and e-mail associated with your account, as well as the product and the quantity you’d like to order, and the shipping method you’d prefer. We will then reply with a total quote and if approved, will create the custom order for you through your account on the website.

Is there a phone number I can call for customer service?

We highly recommend e-mailing customer support at info@rechemlabs.org first, as this is the most efficient way to resolve most customer service matters.

Can you send products to addresses outside of Canada?

Yes, we ship worldwide, however it is the customers responsibility to ensure the products we are sending are safe and legal to send to their location. All of our packages are properly labeled with the correct forms for customs.Please see our Shipping Policies and Information page for more details.