Orders placed for in-stock items typically ship within 2-3 business days. Regular orders placed on Fridays, holidays or weekends will be processed in the order received and within 2-3 business days. All orders ship from our warehouse in Brampton, Ontario. Once your order has shipped, you will receive an email notification with tracking information. If you need assistance with monitoring or tracking your order, please reach out via our Contact Us page with your shipping method and order number.
Please understand that international packages will take longer to arrive than domestic orders. Once the package arrives into your country, it will also pass through your customs office which can add time to the delivery. Customs can hold a parcel for several weeks and open up packages for inspections. Usually international packages arrive within 1-2 weeks, yet it can take longer depending on transit times and customs clearance. Unfortunately, there is nothing we can do internally to speed up the process. Lost packages are extremely rare, so please allow sufficient time for your package to arrive.
BohoGene is not responsible for wrong or mistaken addresses entered upon ordering. We will make our best effort to change an address before the order goes out. The customer will be subject to any additional shipping charges resulting from rerouting an order.
If the tracking for your order shows that it was delivered and you are unable to find it, please contact the carrier. If they are unable to help you, please contact us via our Contact Us page.
BohoGene takes lost and stolen items very seriously. If you believe your order was lost or stolen, please inform us via our Contact Us page, and we will request an investigation by the shipping company. We will take no action toward refunding or replacing a shipment until the shipping company completes this investigation. If you believe your package was stolen, we strongly suggest that you submit a police report. Due to limits on filing claims with major shipping companies, you must report a lost or stolen shipment within one month. Refunding or replacing lost or stolen orders will be done at the sole discretion of BohoGene.