Talk to our Canada team
Questions about a product, a batch COA, or an order? Our small Canada-based team answers every message — usually within one business day.
Email us directly
The fastest way to reach us is by email. Include your order number (if any), product, and question — we reply within one business day, Mon–Fri.
Email support@hermeticalabs.storePrefer your own mail app? Copy the address above and send us a note anytime.
What to include in your message
- Your order number, if the question is about an order.
- The product name and size, for example GHK-Cu 50mg or Retatrutide 10mg.
- The lot or batch number printed on the vial label, for certificate questions.
- Photos of the package and vial, for damaged or incorrect items (within 7 days of delivery).
What we can help with
Order status and tracking
A tracking link is emailed once your order ships. Orders ship within Canada in 5–12 business days, and orders placed after 12:00 PM ET or on weekends are processed the next business day. If tracking has not updated for 7 business days, email us and we will open a trace.
Certificates of Analysis
Published certificates are issued by Janoshik Analytical or Freedom Diagnostics and are linked from each product page and the Certificates of Analysis page. Where no certificate is published for a lot, the product page says so. Include the lot or batch number from the vial label with any documentation question.
Damaged, incorrect or lost orders
If an order arrives damaged or contains the wrong item, contact us within 7 days of delivery with photos. Lost tracked packages, replacements and refunds are handled under the Refund Policy.
Shipping questions
We ship to Canadian addresses only. Shipping is a flat $15.00 CAD per order and free on orders of $150.00 CAD or more, in plain, discreet packaging.
Research Use Only
Every product is sold as a laboratory reagent for in-vitro research only. It is not for human or veterinary use, and purchasers must be 21 or older. Support covers products, documentation, orders and shipping; we do not answer questions about dosing, administration or health outcomes.