Shipping Policy



Within Canada

CytoGroup has selected DHL, FedEx, and UPS as carriers for our orders and apply a flat rate for all of our shipments within Canada. Rates are based on the total value of your order. For orders up to $200 we charge a shipping fee of $20. For orders up to $500 we charge $10. Orders over $500 are shipped free of charge. Please note that these rates are only valid for shipments within Canada using UPS or FedEx. If you prefer any other shipping types please contact our customer service department.


International Orders

International orders are shipped using either UPS, FedEx or DHL. The price of international shipments depends upon the destination of the product. 

Both our domestic and international shipments are made under the terms of "FOB destination". See below for our returned goods policy.


Returned Goods Policy

Upon your receipt of goods shipped, you shall inspect the goods and notify our Customer Services Department of any claims for visible shortages, defects or damages. Do not accept damaged shipments until the carrier acknowledges a damage notation on your delivery receipt or freight bill. Notify CytoGroup of damage including concealed damage within ten days.


Return Authorization

Authorization for all product returns must be approved, and an authorization number must be obtained from a CytoGroup customer service representative prior to returning any goods. This number should be referenced on all shipping labels. Failure to reference this number will result in the returns being returned ‘collect’ to the customer. Returns must be made within 60 days of the issuance of the return authorization number. A restocking charge of a minimum of 15% will be charged on all returns.

Not all items will be authorized for return, which include the following:

  • Items not purchased from CytoGroup
  • Products without useful shelf life
  • Sealed reagents which have been opened
  • Products requiring temperature control
  • Discontinued or obsolete products