Free shipping on orders CAD40+ in Canada and reduced shipping rates for our US customers. U.S. orders: duty-free entry on qualifying goods under USMCA (Epoxies, Stonelith and Liquid Colourants).

Refund policy

We have a 30-day return policy; 30 days start after a customer receives the ordered product.

Your item must be in the same condition that you received it, unopened and unused with seals, in its original packaging to be eligible for a return. A receipt is required to process the refund.

To start a return, contact us at orders@nerpa.ca. Once your return is accepted, we will send you instructions on how to send the items back. Customer is responsible for shipping fees.


Damages and issues
Please inspect the package you received and contact us if the item is defective or damaged.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method. Please remember that it can take some time for your bank or credit card company to process and post the refund.

Lost parcels

We open an investigation with the shipping carrier and wait at least fifteen business days to give a chance for the investigation team to locate the package and deliver it to the customer. If this does not happen within fifteen business days, we process the replacement item or the refund.

Shipping delays
Sometimes delays happen. We make sure to ship the package in the shortest amount of time possible, but we cannot control the way the shipping carrier operates. Shipping delays are not eligible for a refund. If the shipping delays result in the loss of packages, then we process and ship the replacement item. 

The package is shown as "delivered" but can't be found anywhere.

Nerpa Polymers is not responsible for loss or theft of the package if the status of the shipment is shown as "delivered." We encourage you to contact us via info@nerpa.ca so we can file an investigation claim with the shipping carrier. We also advise you to contact local authorities to start an investigation of the stolen package.