Frequently asked questions
Do you provide characterization data for your nanomaterials?
Yes, we include all the available characterization data for every order that we shipped out. For every batch of our nanomaterials, we strive to perform as many different characterizations as possible to ensure the quality of the products and to assist our customers from different backgrounds to understand our products from different perspectives.
Shipping and Handling:
How long is your lead time?
Typically, we ship out our in-stock items within 1 business days after the receipt of the order placement. If any item of the placed orders is out-of-stock, our team members will contact you as early as possible and let you know the lead time accordingly. For our out-of-stock items, the lead time is approximately 1 week to 4 weeks, depending on our manufacturing schedule.
What if you don't have my requested item(s) in stock?
We do our best to make sure our listed items (except for the custom synthesized products) are in stock all the time. However, when the large-volume orders come, we might face low stock or no stock occasionally. If so, the items will be typically restocked within 4 weeks at most.
What services do you use for shipping?
Available services for Canadian customers: Canada Post Xpresspost, Canada Post Priority, United Parcel Service (UPS) Standard, UPS Express, or UPS Express Critical. If not specified or requested, we will use Canada Post or UPS as our default shipping method.
Available services for US customers: USPS First-Class Mail, USPS Priority Mail, UPS Standard, UPS Express, or UPS Express Critical. If not specified or requested, we will use USPS as our default shipping method.
Available services for UK customers: FedEx Express Economy, FedEx Express Priority, UPS Express. If not specified or requested, we will use FedEx Express Priority our default shipping method.
Available services for EU customers: FedEx Express Economy, FedEx Express Priority, UPS Express. If not specified or requested, we will use FedEx Express Economy as our default shipping method.
Available services for International customers: Canada Post Tracked Package, UPS Standard, FedEx Economy, or UPS Worldwide Express. If not specified or requested, we will use Canada Post as our default shipping method.
Alternatively, we can use customers' own shipping carriers and accounts for delivery.
Do you use special packing materials for the temperature-sensitive items?
Yes, we normally pack the temperature-sensitive items with insulated aluminum foil bags, depending on the transportation requirements of the shipped items and the weather conditions. Based on our experiences, our customers do not encounter any problems with our nanomaterials even after a brief exposure to high temperatures. The storage and shipping temperatures (between 2 - 8°C) for many nanomaterials are mainly needed for minimizing the possible growth of bacteria and microbes. For many different applications, the nanomaterials can be used at room temperature without any issues.
Where are my orders shipped from?
Depending on the different regions, we ship orders from the following locations.
For UK-based clients:
13 Freeland Park, Unit 24743, Wareham Road, Poole, Dorset BH16 6FH, UK;
For EU-based clients:
Allée Primavera 78, Annecy, Pringy, 74370, France
For US-based clients
Unit 390, 701 Harrison Ave, WA 98230 US;
For Canada, and other Internationally-based clients:
3800 Wesbrook Mall, Ste 135, Vancouver, BC V6S 2L9, Canada
Exchange and Return:
Do you accept exchange or return? If so, what're your conditions?
Yes, our clients are guaranteed with 100% customer satisfaction; specifically, we offer free exchange and free return if our products fail to meet the expectation of our clients within the 30 days upon receipt of our products.
Duties and Taxes:
What duties and taxes should we expect when we receive the package?
For Canadian customers: GST/HST and PST will be charged for all orders, as we are registered and based in BC, Canada.
For US customers: Sales tax is zero-rated. No duties or additional taxes are expected when receiving the package.
For UK customers: UK VAT will be charged for all orders, as we are registered in England, UK. No duties or additional taxes are expected when receiving the package.
For EU customers: DDP Terms is applied. No duties or additional taxes are expected when receiving the package.
For International customers: Sales tax is zero-rated. Customers will be responsible for paying the local duties and taxes.
Please send us your questions to us at