FAQ

Frequently asked questions

Do we ship internationally?


At this time, we have lab testing services for Canada & all USA States (US coming very soon). Orders may only be shipped within Canada & the USA. If you are a lab outside of our area that wishes to become a Key Box Labs testing facility please contact us. More location coming soon. USA customers - We are able to safely ship over state lines as your sample will be under the legal shipping limit.




Do I Have To Pay For Shipping?


NO, your Key Box includes shipping to you and back to our lab. Orders are shipped with Canada Post using Xpress Post service & FedEx in the USA, which includes a tracking number.




How long will it take for my order to be delivered?


We strive to process orders within 2 business days and will send the kit to you via Xpress Post. It will take 2 days for you to receive your kit. We use Canada Post for our deliveries, be aware that the kits will be delivered to you on normal workdays (that is, not on statutory holidays). Also, if there is a postal strike – we will do our best to make alternate arrangements for the delivery.




How do I ship the kit back to the Lab?


We have taken care of that for you. Inside the box is a return label. When you are ready simply seal the box, apply the return label to the bottom of the box, and take it to your local post office. We will wait expectantly for it to be delivered.




How can I get the best results possible for my sample?


What an excellent question.
There are three critical points in preparing your sample for analysis in the KEY-BOX. When we analyze samples in our lab, we have finely tuned instruments and controlled equipment for these steps. At home they are equally important and will have a big impact on the outcome of your results. They are:
How dry your sample is before you begin processing. The drier the sample is, the better the results will be. Moisture in the sample will add unnecessary bulk to your sample material and will mean that you are testing less than you could be. This will decrease the overall concentration of cannabinoids when we test your sample. How finely ground the sample is before you begin the mixing step. The smaller or more finely ground your sample is, the more surfaces will be able to interact with the mixture in Tube A. This will mean that the mixing step is more efficient, that is, more of the cannabinoids will be combining with the liquid. This will improve your results considerably. How well you mix your sample. The mixing step is the most sensitive step. This is when the magic happens and it requires some focused attention and stamina (as well as arm strength). We have had feedback that families have shared the shaking to make sure that the sample is well mixed before the final filtration step. In addition to these three key steps, filling the measuring spoon is also important. Underfilling the spoon will mean the measurement in our lab is lower than expected; overfilling the spoon will mean that the measurements will be higher than expected. Neither of these is preferable and certainly not repeatable. Call us if you have questions, we are here to help! (1-844-319-8133)




Is the date that is printed on the box the expiry date?


Yes, it is. All of our test kits have an expiry date; currently it is 3 months.




I accidentally spilled the contents of Tube A. What do I do now?


Don’t be alarmed. First, clean it up using paper towels (throw them into regular garbage) and then wash the area with a mild soap (dish soap will work) and rinse with water. Then wash your hands thoroughly. Finally, call us toll free (1-844-319-8133) and we will send you a new Tube A.




I spilled the Tube A on myself! WHAT DO I DO NOW?


Stay calm. If you have spilled this on your clothes, remove them. Thoroughly rinse any skin that was contacted under cool running water for a few minutes to be sure that it has all been washed away. Wash your hands thoroughly with soap and warm water, and clean your clothing as normal. You may notice some irritation on the affected area. Finally, call us on our toll free line (1-844-319-8133) and we will send you a new Tube A.




I have an oil that I would like to test. Do you have other kits available?


We have some really exciting announcements that we will be making in the near future.




I finished the 10 shaking cycles and spilled some of the liquid, can I still send my sample?


Yes! Clean up the spilled liquid as indicated in the question above. But continue to process your sample to the end. We need a minimum of 2 mL filtered in Tube B to complete the analysis.




I can’t quite suck all of the liquid from Tube A, how much is enough to filter and send for analysis?


Great question! As you may have noticed in the video, there is still liquid left over in Tube A when we begin the filtration step. This is perfectly fine. In fact we need a minimum of 2 mL in Tube B of filtered product to provide you with the results you need.




When will I get my results?


We will have results to you within 11 business days of receiving the sample in our lab. If we run into a problem, we will let you know as soon as we can.




I haven’t received my results, what should I do?


Oh my. Please call us on our toll free line (1-844-319-8133) or email us at theteam@keyboxlabs.com. We will track this down for you.




What if I have questions when I receive my results?


Please call us on our toll free line (1-844-319-8133) or email us at KEY-BOX@keystonelabs.ca, and we will try to answer any questions you have.




What is BQL (Below Limits of Quantitation) on my results?


BQL (Below Limit of Quantitation) is a term used for analytical analysis when the value is below the lowest concentration with validated accuracy and precision measured by the analytical equipment.




Is there a store location that I can visit?


At the moment, we are online only and do not have a physical store. We are working on some exciting opportunities, if you would like to be notified about our progress, please sign up for our Newsletter




How long will it take for my testing to be completed?


We strive to process orders within 2 business days and will send the kit to you via Xpress Post. It will take 2 days for you to receive your kit. The return shipment will be 2 business days back to our lab. We will work very hard to have the samples evaluated within 5 business days. When we are finished, we will email you the results.




What methods of payment do you accept?


We accept payments Visa, Mastercard, American Express credit cards via PayPal.




What is your returns policy?


If you decide that you do not need the kit, we are happy to take back complete, intact kits that are still sealed and still have the Label intact on the outside packaging. You can send it back to us through Canada Post at your own expense. We cannot take back opened boxes. Once a box is opened/used we cannot offer any returns.




I bought the wrong thing. Can I exchange it?


Since we only sell one kit, possibly you were confused when you went through the check out to buy it. If you are unhappy with the kit, there is really nothing else that would likely meet your needs. But we are happy to refund you for kits that are intact and unused, that is – the shrinkwrap is intact and has the Keystone Label on the exterior packaging.





© 2019 by HFC Productions Inc. Key Box Labs Inc.

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