Shipping & returns
Where your order ships from, how long it takes, and what happens if it is not right for you. If anything here does not answer your question, contact us and a person will reply.
Order processing
Orders are packed and handed to the carrier the following business day. The daily cut-off is midnight Pacific time; orders placed over a weekend or a statutory holiday go out on the next business day. You will get a tracking number by email as soon as the label is created.
Shipping in Canada
Canadian orders ship from our own facility in Vancouver, British Columbia via Canada Post or Intelcom. Because the order never crosses a border, there are no customs delays and no import fees.
Business days after dispatch. Remote and northern postal codes can take longer.
Shipping in the USA
US orders ship domestically from our warehouse in Texas via USPS. Shipping from inside the US is what avoids customs delays and import fees — your order never crosses a border. All 50 states, typically 3 to 7 business days.
Methylene blue is treated differently across jurisdictions and we would rather not put your order at risk in customs. If you are outside North America, write to us and we will tell you honestly whether we can help.
Tracking & delays
Every order ships with tracking. Carrier scans can lag by a day or two, especially over weekends, so a tracking number that has not moved is usually still in transit rather than lost.
- Check the tracking link in your dispatch email first.
- If there has been no movement for five business days, reply to that email — do not start a new order.
- We will open a case with the carrier and, if the parcel cannot be located, send a replacement or refund you in full.
30-day money-back guarantee
We stand behind the quality of Heisen Blue. If you are not fully satisfied within 30 days of receiving your order, contact us and we will take care of the rest. Opened bottles are fine — we would rather you tried it.
Full terms are in our refund policy and shipping policy.
Damaged, leaking or missing orders
Amber glass survives shipping well, but occasionally a parcel takes a hit. Send us a photo of the bottle and the outer box and we will replace it — no return required. Methylene blue stains, so handle a leaking parcel with gloves and keep it off fabric and stone.
If a parcel is returned to us because the address was incomplete or delivery was refused, we will refund the order minus the actual shipping cost. Double-check your unit number at checkout — it is the single most common cause of a failed delivery.
Questions
Do I pay customs or duty?
No. Canadian orders ship domestically from Vancouver and US orders ship domestically from Texas, so nothing crosses a border on its way to you. There are no import fees either way.
Can I change my address after ordering?
If the order has not shipped yet, reply to your confirmation email straight away and we will update it. Once a label is created we cannot redirect the parcel.
Does the bottle need to stay cool in transit?
No. The solution is stable at normal shipping temperatures, and the amber glass protects it from light. Once it arrives, store it upright in a cool, dark place with the cap closed.
Do you ship to PO boxes or parcel lockers?
Yes, both work in Canada and the USA. Just make sure the box or locker number is in the address line at checkout.
Deliveries to a Canadian PO box carry a $10 charge. It is waived on orders over $100.
Still need a hand?
Write to us with your order number and we will reply, usually within one business day. Real people in Vancouver, not a ticket queue.