Frequently Asked Questions

If you have a question that is not answered here, please contact Customer Service at or 1-905-669-0017.

Communicating with Customer Service

  • What kind of email account should I use when contacting Synthose?
  • We do not sell chemicals to individuals, so we cannot respond to requests sent from private email accounts, such as,, or a home ISP email. Please contact us using your professional or educational email address.
  • What information should I have ready when requesting a quote?
  • To expedite communications, please prepare:
    • Your name and organization name
    • Email address and telephone number
    • Delivery address
    • Name or description of the requested compound(s)
    • Quantities and any aliquoted amounts (e.g. 1 x 10mg, or 10 x 5g)
  • You may wish to include:
    • Catalogue number, CAS number, structure file
    • Quality specifications, expected lead time
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  • How late can I place my order for items that are in stock, so that they will be shipped the same day?
  • If you place your in-stock order by 3pm EST, it will be shipped that day. Otherwise, it will be shipped the next business day.
  • Eastern Standard Time (EST) is GMT -5. Toronto observes Daylight Saving Time, which changes our time to GMT -4.
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  • I will be purchasing through my organization's purchasing agent. What do I need to know?
  • To minimize the time involved in receiving your order, familiarize yourself with your organization's purchasing policies, such as:
    • Is there a supplier registration process?
    • What is the typical amount of time between your requisition and when the purchase order is prepared and submitted to us?
    • Is there a payment preference? (Account billing vs. credit card purchases)
    • Is shipping done by a particular courier account? (Please check if we can accommodate your courier.)
    • Are there any customs or brokerage policies? (Specific broker, specific customs paperwork required to expedite customs clearance.)
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Understanding Your Quote

  • What is "Availability" on my quote?
  • Availability is the time between the day you place your order and the shipping date.
  • What does "Subject Unsold" mean on my quote?
  • Items that are listed as being In Stock are not held, and may be sold out if you place your order at a later date. However, we do understand that the approval and/or ordering process at some institutions or companies can be lengthy, so please indicate your intention to order, and as a courtesy we will keep you apprised if the stock is about to change.
  • How long will my quote be valid for?
  • For catalogue compounds, pricing and lead times are valid for 1 year. For non-catalogue compounds, the pricing and lead time are valid for 60 days and are subject to adjustment upon re-synthesis. Please check the validity date on your quote.
  • What are Incoterms® 2010?
  • Incoterms® are the International Chamber of Commerce (ICC) rules for the use of domestic and international trade terms. They describe who is responsible for a shipment at which stage of the shipping process. Synthose ships by:
    • On our courier account: DAP (Delivered At Place, Your Place of Business) - we are responsible for delivering the shipment to your named place of business, but you must pay any duties or taxes that may be applicable upon entry into your country
    • On your courier account: FCA (Free Carrier, Our Place of Business) - once your courier picks up the shipment from our place of business, it is your responsibility, including the shipping fee, insurance, duties, taxes or any other fees or damages incurred.
    These explanations are a general guide, and are not meant as legal interpretation of these rules. For more information please see Incoterms 2010.
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Custom Requests

  • I need a specific amount of product for my application. Do you pack custom quantities?
  • Yes, we quote for and pack any custom quantity. Please indicate your required pack size when you send your quote request. If you would like aliquoted packing (e.g. 10 x 10mg instead of 1 x 100mg) please also indicate that on your quote request.
  • I would like to order several similar custom compounds. How will that be priced?
  • We price our R&D costs based on our accumulated expertise, so we won't charge twice for the same work on a group of related compounds. If a significant portion of the synthesis steps is shared by two or more compounds, you can expect an appropriate reduction in pricing when you order the whole group.
  • I would like to re-order a compound that was produced on a custom basis. Will the price change the second time around?
  • Most often, the price and lead time of a custom compound will go down when it is re-ordered, as our initial R&D will have optimized the synthesis. In rarer cases, if the synthesis proved particularly difficult or inefficient, we reserve the right to reevaluate the price and lead time for future orders accordingly.
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If you have a question that is not answered here, please contact Customer Service at or 1-905-669-0017.