FAQs – Merlan Scientific

1. What is the return policy?

RETURNING GOODS
Before returning any item to Merlan Scientific, please call for a Return Authorization Number. Shipments received without authorization may be refused.

RE-STOCKING CHARGE
A Re-Stocking charge of 20% will be applied to goods that were originally shipped according to the customer’s specification and where no cancellation has been received prior to shipment. Please quote your Return Authorization Number. Returns must be shipped (prepaid) to AYVA Educational Solutions 7-233 Speers Rd, Oakville, ON L6K 0J5.

2. What are the shipping options?

Living items ship Mondays/Tuesdays only via FEDEX Priority (approx. 1-2 business days delivery) Stock items can be shipped direct to customer via FEDEX economy (approx. 3-5 business days delivery) OR on our consolidated truck (approx. 10-14 business days delivery) Please call/email 1-800-387-2474/info@merlan.ca for a shipping quote.

3. When will I receive my order?

Living items deliver 1-2 business days from shipping date (Monday/Tuesday) Stock items deliver depending on which method is selected. Tracking is always sent when order is on its way.

4. What do I do if I never received my order?

Call/email us at 1-800-387-2474/orders@merlan.ca. Please have order # available.

5. What do I do if I received a defective/dead order?

Call/email us at 1-800-387-2474/orders@merlan.ca. Please have order # available.

6. How do I make changes to an order I’ve already placed?

Call/email us at 1-800-387-2474/orders@merlan.ca. Please have order # available.

7. Where are you located?

7-233 Speers Rd, Oakville, ON L6K 0J5.

8. How do I contact your company if my question isn’t answered here?

Please call/email us at 1-800-387-2474 or 905-564-1080 orders@merlan.ca

9. What are Fish & Wildlife and Phytosanitary inspection fees?

These are US government required inspections for export. An inspection is per order, not per item, although fish & wildlife and Phytosanitary inspections are separate fees. (ie. You can have both inspections required for different items on one order).