Policies applicable to IDEXX companion animal products and services (for Canadian customers)

Shipping

All orders that include IDEXX in-house laboratory and practice supplies are shipped with 2-day delivery.* For 2-day delivery, orders must be placed by 3:00 p.m. ET, Monday–Wednesday. Thursday–Sunday orders will ship on Monday.* All orders not eligible for 2-day delivery are delivered within 3-5 business days via ground shipping. Shipping is free for orders over $250 as well as for all reference lab supplies and scheduled IDEXX online orders. All orders under $250 will incur a $9.99 shipping fee. Learn more about scheduled orders here.

Product returns

We do not accept or process returns of product without our written authorization. For questions, support, or additional information, call us at 1-888-79-IDEXX (1-888-794-3399).

IDEXX Test Promise

We stand behind our products for their uncompromising accuracy and reliability, and we want you to be completely satisfied with your tests. If an IDEXX test does not perform as promised, just call us, and we’ll credit your IDEXX Points account with 100% of the test’s value. Additional Terms regarding the IDEXX Test Promise are available in the IDEXX Terms and Conditions.

For credit, questions, support, or additional information about our Test Promise, call our Customer Support team at 1‑888‑248‑2483.

Accuracy. Reliability. Performance. That’s our promise to you.

IDEXX Reference Laboratories experience

We strive to provide a world-class reference laboratory experience from specimen pickup to results delivery. If the unexpected happens, simply call us, and we will work to make it right. For questions, support, or additional information, call our Customer Support team at 1-800-667-3411.

Expired veterinary product policy

We stand behind the diagnostic and clinical utility of our products. If an IDEXX test goes unused before its expiration date, we promise hassle-free credit for unopened, expired veterinary products ordered directly from us. If you have expired tests, just call us and we will credit you with an amount equal to the value of up to 50% of the tests within the expired box up to 120 days post expiration. The credit will be applied to a reorder or offered as IDEXX Points. For credit, questions, or additional information, call our Inside Sales team at 1-888-79-IDEXX (1-888-794-3399).

IDEXX Points

Each IDEXX Point is worth one dollar toward the purchase of any IDEXX product or service, and the points add up fast! These points can be saved and applied toward larger purchases, such as diagnostic instruments, digital imaging systems, and practice information management systems. They may also be applied to your IDEXX Reference Laboratories invoice. IDEXX Points can be received and earned in several ways through our customer policies and programs. If you would like to apply points to a current invoice, contact our Billing Support team at 1-800-814-1147.

Additional terms regarding IDEXX Points are available in the IDEXX Terms and Conditions.

For questions, support, or additional information, speak with your IDEXX sales professional or call us at 1-888-79-IDEXX (1‑888‑794‑3399).

Hardship support and recovery

We are committed to standing with and supporting our customers when disaster strikes. Whether it be power loss, flood, fire, or hurricane, we are standing by and prepared to do what we can to help customers get back on their feet. For questions, support, or additional information, call us at 1-888-79-IDEXX (1-888-794-3399).

Doctor and staff pet courtesy discount

Employees of hospitals that use IDEXX Reference Laboratories are eligible to receive discounts for laboratory tests for their personal pets. For more information, visit the IDEXX Doctor and Staff Pet Courtesy Discount web page.