Shipping policy

SHIPPING POLICY

Order processing

Orders are typically processed within 1–3 business days of being placed. Business days are Monday through Friday, excluding Canadian public holidays. Orders placed on weekends or holidays will begin processing the next business day. During periods of high demand, promotions, and holidays, processing times may take up to 5 business days. You will receive a shipping confirmation email with tracking information once your order has been dispatched.

We work with a third-party fulfillment partner to pack and ship orders. Processing times may be longer during high-volume periods such as product launches, promotions, or holidays. You will receive a shipping confirmation email with tracking information once your order has been dispatched.

 

Shipping destinations

We currently ship to the United States and Canada only. We do not ship to P.O. boxes, freight forwarding addresses, or reshipping services. Orders placed to these address types may be cancelled and refunded.

Estimated delivery times

Delivery estimates begin from the date of shipment, not the date of order. Estimates are as follows:

  • United States: 5–10 business days
  • Canada: 7–14 business days

These are estimates only and are not guaranteed. Delivery times may be affected by carrier delays, weather, customs processing, or other factors outside our control.

Shipping costs

Shipping costs are calculated at checkout based on your location and order total. Any applicable free shipping thresholds will be displayed on the website and applied automatically at checkout.

Risk of loss

Risk of loss and title for all products pass to you upon our transfer of the order to the carrier. Once the carrier has accepted your package and tracking shows the order as in transit, BIO 1 is not responsible for delays, damage, or loss caused by the carrier. If your tracking shows delivery but you have not received your package, you must contact the carrier directly to file a claim.

Lost or stolen packages

BIO 1 is not responsible for packages that are lost or stolen after the carrier marks them as delivered. If your tracking shows delivered but you have not received your order, we recommend:

  1. Checking with neighbours and any secondary access points on your property
  2. Contacting the carrier directly to initiate a trace or claim
  3. Reaching out to us at support@trybio1.com if the carrier is unable to resolve the matter

We will do our best to assist, but we cannot guarantee replacements or refunds for packages confirmed as delivered by the carrier.

Incorrect or undeliverable addresses

You are solely responsible for providing a complete and accurate shipping address at checkout. We are not responsible for orders shipped to an incorrect address provided by the customer. If an order is returned to us due to an undeliverable address, incorrect address, or failure to claim, you may be responsible for the cost of reshipping. We reserve the right to cancel and refund orders that cannot be delivered due to address errors rather than reship them.

If you notice an error in your shipping address after placing an order, contact us immediately at support@trybio1.com. We will do our best to correct it, but we cannot guarantee changes can be made once fulfillment has begun.

Shipping delays

We are not liable for shipping delays caused by carriers, weather events, customs holds, or other circumstances beyond our control. Estimated delivery windows are not guaranteed and do not constitute a commitment to deliver by a specific date.

Customs, duties, and taxes (Canadian orders)

Orders shipped within Canada may be subject to applicable federal and provincial taxes, which will be calculated and displayed at checkout.

For US customers: BIO 1 ships from within the United States where possible. Any applicable import duties or taxes are the sole responsibility of the customer. BIO 1 is not responsible for customs clearance delays.

For Canadian customers: Any applicable import duties, brokerage fees, or customs charges that arise are the sole responsibility of the customer. BIO 1 does not collect or pre-pay these fees. Refusal to pay customs charges does not entitle you to a refund.

Damaged in transit

If your order arrives visibly damaged, please photograph the damaged packaging and product immediately upon receipt and email us at support@trybio1.com within 48 hours of delivery. We will work with you to resolve the issue, which may include a replacement or refund at our discretion. Claims submitted more than 48 hours after confirmed delivery may not be accepted.

Order tracking

A tracking number will be provided in your shipping confirmation email. You can use this number to track your order directly through the carrier’s website. If you have not received a tracking email within 5 business days of placing your order, check your spam folder first, then contact us at support@trybio1.com.

Contact

For all shipping-related questions, email support@trybio1.com. Please include your order number in all correspondence.