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What payment methods do you accept?
We accept payments processed securely through Stripe. We may add other approved payment platforms in the future.
Can I change or cancel my order after placing it?
We have a limited window to make changes before the order is processed.
To request a change or cancellation:
- Submit a message through your Marketplace account, or
- Use the Guest Tracking link.
Both options are provided in your order confirmation message.
If you cannot access your account, use our Contact Form or email support@brilliantlabs.ca.
Where do I find my tracking number?
Tracking information is emailed to you once your order ships.
You can also view tracking through your Marketplace account or the Guest Tracking link.
Shipping and Delivery
What countries do you ship to?
We ship across Canada through checkout.
International orders are processed manually through our International Orders request form.
Which shipping carriers do you use?
We ship using UPS and other trusted carriers. The available options appear during checkout or on your international invoice.
How long does shipping take?
- Orders are processed within 1 to 3 business days.
- Once processed, most Canadian orders ship within 2 to 3 business days.
Delivery times may vary by carrier and destination.
What happens if my package is delayed or lost?
Risk transfers to the customer once the package is accepted by the carrier.
Some carriers may offer limited compensation for lost or damaged parcels.
If you experience an issue, you may need to contact the carrier directly.
You may also contact us if you need support.
International Orders
How do I place an international order?
Click the International Orders banner and provide:
- Product name
- Quantity
- Home & Delivery address
- Contact Email
- Preferred payment method (credit card or bank transfer)
We will send an invoice with accurate shipping costs. After payment, we ship your order and provide tracking.
Are customs duties or taxes included?
No. International customers are responsible for all customs duties, VAT, import taxes or brokerage fees charged in their country.
How long does international shipping take?
Timelines vary depending on the destination and carrier. Your invoice will include the most accurate estimate available.
Returns and Exchanges
Do you accept returns?
Yes. Most unused products in their original packaging may be returned within 30 days of delivery.
Which items cannot be returned?
- Accessed or downloaded digital products
- Custom or special-order items
- Final sale items
- Kits missing components or not returned in original condition
How do I request a return?
To begin your return request:
- Submit a message through your Marketplace account, or
- Use the Guest Tracking link.
Both options are provided in your order confirmation message.
If you cannot access your account, use the Contact Form or email support@brilliantlabs.ca.
Who pays for return shipping?
Customers are responsible for return shipping fees unless the return is due to our error.
How are refunds processed?
Refunds are issued to the original payment method after your returned item is inspected. Shipping fees are not refundable.
Warranty
What products are covered under warranty?
The Brilliant Labs b.Board is covered by a three-month limited warranty for defects in materials or workmanship.
Micro:bit units and accessories are excluded.
How do I submit a warranty claim?
Start by submitting a message through your Marketplace account or the Guest Tracking link.
If you cannot access your account, use the Contact Form or email support@brilliantlabs.ca.
Please include:
- Order number
- Product details
- Photos or video of the issue, if possible
What is the warranty resolution process?
Depending on the issue, we may:
- Repair the item
- Replace it
- Offer a partial or full refund
Digital Products
Are digital products refundable?
No. Digital products such as biomaking guides are non-refundable once accessed or downloaded.
How can I access my digital purchases?
Digital items are delivered electronically. Instructions are provided at checkout and in your order confirmation email.
Account and Correspondence
Do I need an account to place an order?
You can check out as a guest, but creating an account makes it easier to:
- Track your orders
- Submit returns or warranty claims
- View past purchases
What if I cannot access my account?
If you are unable to log in, you may contact us using the Contact Form or email support@brilliantlabs.ca.
Where can I direct questions?
For all inquiries:
Email: support@brilliantlabs.ca