** The following information has also been communicated to customers with outstanding pre-orders via email. If you did not receive this information via email, please check your junk mail. ***
New Update regarding 25-Pack orders: February 9, 2022
After some supply chain-related delays, we’ve been able to source some additional 25-Packs of rapid tests. As we mentioned in a previous email to customers with 25-packs, the BTNX 25-Pack was temporarily unavailable, however, we've been granted a small supply to fulfill our outstanding pre-orders.
All outstanding pre-orders of 25-packs of BTNX Rapid Response Rapid Antigen Tests will be fulfilled and shipped by Friday, February 11th. You will receive a shipping notification email and tracking number at that time.
Last Updated: January 19th, 2022
We're doing our best to keep our customers updated with the latest information as we become aware of it. Due to circumstances beyond our control, the fulfillment of outstanding rapid test pre-orders has been delayed until early February.
We've received the unfortunate news from our manufacturing partner that our next shipment has been pushed to early-February.
This means that the fulfillment of all outstanding pre-orders for rapid tests will be delayed until we receive our next shipment in 2-3 weeks (early-February).
TL;DR (too long, didn't read)
- Fulfillment delay: Fulfillment of many pre-orders for rapid antigen test kits is delayed until early-February as a result of strained supply chains.
- Your options: Customers can leave their orders in the queue for priority fulfillment starting in early-February or cancel now and receive a 100% refund. (Scroll down for Option A & Option B)
FAQs & Help: Please visit our Customer Support Portal for all other questions.
What's happening with your order?
We are continuing to pack orders until we run out of our current stock. Unfortunately, your order may be impacted by this shipment delay. We thank you for your continued patience and we certainly understand that this is frustrating.
Please know that our team is working overtime and doing everything in our power to get rapid tests in the hands of the public. Over the past 6 weeks, we've grown our team by more than 20 people to expand our fulfillment capacity and ensure that we’re able to keep up with demand. We’re ready to deliver at scale and will work overtime when we do receive our next shipment of rapid tests to get your orders out as soon as possible.
We're continuing to work with the manufacturer, BTNX Inc., to keep us at the front of the line for new stock. We will continue fulfilling outstanding pre-orders as soon as we receive our next shipment in early-February.
As always, you have the option to keep or cancel your order. Instructions on how to do so can be found below.
When Can I Expect My Order?
We are ready and waiting for our next shipment of rapid tests to arrive and we will continue fulfilling pre-orders the minute they arrive at our facility. Based on information from the manufacturer, we are anticipating to resume shipping pre-orders in the first week of February.
We sincerely apologize again for the delay and any inconvenience it may cause.
Information About Supply Chain Issues
Currently across the world, the entire rapid test supply chain is heavily strained and continually changing. Across Canada, all authorized manufacturers of rapid tests are backlogged and will not have any stock availability until at least mid-to-late February or even March.
Since the pandemic began, The Canadian Shield has strategically navigated volatile supply chains time and time again. Unfortunately, despite the progress we’ve made in Canada over the past two years, the supply chains for PPE and COVID-19 related products in our country is still precarious.
Our manufacturing partner, BTNX Inc., has added several production shifts and is increasing production daily. We hope to see supply chains begin to stabilize in February to again make these tests accessible to the public.
What this means for your online order:
Option A: Stay in the queueIf you'd like to ensure you receive your order as soon as it becomes available, sit tight and your order will be fulfilled when we receive our next shipment.
By leaving your order in the fulfillment queue, you’ll have reserved stock and be first in line for prioritized fulfillment in February.
Option B: Cancel your order
As always, we allow customers to cancel and receive a 100% refund for any online order before it’s fulfilled.
We understand that during these difficult times, it may be best for customers to cancel and get their money back. You absolutely have every right to do this.
Please be advised that if your order has already been fulfilled, you will not be able to cancel your order as your rapid tests are already on the way. Additionally, if do you choose to cancel, any new orders will go to the back of the fulfillment queue.
To cancel your order, please use the following steps:
- Locate your order confirmation email (it will have an order # in the subject line)
- Use the red ‘View or cancel my order’ button to go to your order status page
- Hit ‘Cancel’
- You will receive a cancellation confirmation email shortly after
- Please allow 5-7 business days for the refund to process on your credit card
Back in Stock Notifications:
If you would like to submit your email to be notified when rapid tests or respirators are available for order again, you can do so on our website here:
If you've already received a shipping notification for your pre-order:
- Locate the shipping confirmation email to find your tracking number
- Please allow 24-48 hours for the tracking number to update
- Your order will be delivered soon!
Helpful resources while you wait:
We recently released a new and improved Customer Support Portal. This new resource contains a wide range of frequently asked questions and detailed answers, such as:
- How to view the status of your order
- What happens if my rapid tests get cold?
- How to fix an incorrect shipping address
- How to cancel and refund an order