Customer Service

Special Requests

Whether you need your own part numbers to appear on packing lists, custom packing material, different invoicing or unusual shipping instructions, we will be happy to accommodate your particular requirements.

Same Day Shipping

Orders received before 12 pm ET, are normally shipped the same day via FedEx. Stocked items will ship overnight.  If the goods ship on a skid, delivery time will be longer.  If your order is a rush order, please call our office and speak with a representative to ensure same day shipping.

Backorders

If an item is not in stock when you place your order we will give you an expected delivery date. We regularly check delivery on your backorders. If we learn we cannot deliver by our stated date, we will advise you. We will also advise you about alternative items whenever possible. All orders are acknowledged within 24 hours, Monday-Friday.

Prices & Specifications

Current prices in effect when you order will apply. Quantity discounts other than those shown may also be available. Contact us for a quotation. Product specifications and prices are subject to change without notice.

Taxes

GST, HST and PST are extra if applicable. If you are exempt, a certificate or written confirmation must be provided with the appropriate exemption certification.

Freight

Shipments are sent FOB Ottawa except when negotiated otherwise. Unless a specific carrier is requested, the most economical and expedient means of transportation will be determined by our staff. Freight and insurance costs will be added to your invoice.  All chemical shipments are subject to a hazardous goods charge.  If you choose to ship collect on a carrier of your choice, you will be responsible for any damaged shipment claims or lost goods.

New Accounts

If your company has never purchased from Canadawide, and you wish to open an account we will require a completed Credit Application (English | Franςais) with your first order. Once you have registered, if you have credit approval, you will see “Net 30 days” as a payment option when you place your orders. Shipments may be delayed if your account is overdue or over your established credit limit. For occassional or one time orders, we accept American Express, VISA, and Mastercard.  Please note that for residential and/or new customers, the bill-to and ship-to addresses are required to match.  This is to reduce fraudulent orders. 

Images on Website

We do our best to keep all images on our website up-to-date, however, we do not guarantee that the image is an exact representation of what you will receive.  Please ask your sales rep if you specifically need an exact image of the product.

Returning Merchandise

Please obtain return authorization from our Customer Service Department before returning items for any reason. Merchandise must have been received within the last 30 days. The product must be in its original packaging, complete and unused.

We cannot accept the following products for return: chemicals, USP grade chemicals, reagents, refrigerated products, media, solutions, certificates and calibration services and special order items.  Sterile items are subject to approval.

Returns for items that were ordered as part of a promotion will be accepted on a case-by-case basis.  

Restocking Charges

Check with your sales representative at the time of ordering to verify if a restocking charge would apply to your order.  Restocking fees are 30%.  All phone orders will be charged a restocking fee, unless a hard copy of the order is also provided.

Order Cancellation

Cancelled orders are subject to a 35% cancellation fee.  Contact your sales representative for details if you wish you cancel your purchase order.

Claims

Your order is filled, double checked and packed with care. If the shipment appears damaged at the time of receipt, you must sign for the goods as damaged. If damage or shortage occurs, report the details to our Customer Service Department immediately. Please keep all boxes and packing material for inspection or return.  All damage must be reported within 24 hours of delivery or will not qualify for a refund/replacement.  Any collect shipments are not the responsibility of Canadawide Scientific.

Minimum Order

Minimum order value is $150