FAQs

Our parcels are sent using discreet packaging in a plain white or brown box except for the 500x Petri dish and sterilisers. The package has your name and address, our return address, and a PO BOX. There is no indication of the content of the box anywhere.

Paying express does not mean faster processing for your order; however, it considerably reduces the time it takes for the parcel to reach you via Auspost once it is marked as shipped.

Express delivery takes 1-3 weekdays once it is sent out, whereas a standard parcel takes 3-10 days for delivery.

Your order is divided into Handling time and shipping time.

Handling time is how long it takes us to prepare your order. If you order any sterilised substrate or grain bags, it takes 1-3 days to prepare as we cannot stock sterilised products in advance as they are perishable, and we want to ship you only freshly made quality bags.

Once the parcel is handed over to Australia Post, the amount of time it takes them to deliver is the Shipping time. Express post plays a role here as it means they are transferred through the air and not road or rail network. If you have a request for your parcel to arrive by a particular date, please let us know, and we will try our best, but we will not guarantee that it will reach you on time. It is best to order in advance and plan accordingly.

At any stage, we will notify you if we delay more than 3 days in handling your package. However, please look at our 3000+ reviews; our customers are roaring at how fast they receive their delivery and how happy they are with the quality.

It is in our best interest to process your order ASAP!

This is a known issue with Australia post. We do sometimes buy prepaid labels, and the date of purchase shows as tracking event and your parcel may show delayed notification. Please give the tracking upto 12 hours after it was sent to you to update itself. The tracking fixes itself once it has reached the Auspost sorting centre.

Customers who pay via PayPal have the address filled out automatically. Sometimes, it could be your old address that you forgot to change. We can change your address if we get a written request from the same email address the order was placed. Please send all requests to [email protected] as soon as you know this or call us on +61 416 399 905. Once the order is shipped out, we cannot do anything.

Tasmania

Tasmania requires an intent to import form at least 24 hours before the item reaches the state. You are not required to do anything; we send the form on your behalf at no cost. Just order normally on the website.

Western Australia

Western Australia has a list of mushroom cultures that you can import. The list can be found in the Department of Primary Industries and Regional Development.

It is your duty as a customer to order the cultures permitted to import; we can't check every order for compliance with the volume of orders we receive.

Species like Woodear, Reishi and Lion's mane are currently prohibited.

WA Quarantine rarely checks the parcel, but they charge an inspection fee if they do.

If you wish to import prohibited species, please fill this form out and send it to the address mentioned in the form. You can contact us to assist you with filling out the form. We do not assist you or advise you to fill the section that asks you to fill in 'reason for importation'. The application fee at the time of writing is $78.40, charged by the Department of Agriculture and Food. We do not charge any fees.

In the form we are the consignor and you are the consignee. The permit will be valid for around 6 months from date of issue.

We ship most of the items using Australia Post. We do have accounts with DHL, FedEx, Sendle and TNT. We will sometimes use these services, but generally, they are more expensive to ship. Please get in touch with us if you do not want to use Australia Post as your logistic service provider, and we can send you a quote.

Yes, however, not all items can be sent. Please get in touch with us at [email protected]

Please also read our International shipping policy.

If you are in NZ- Please use www.rootlab.co.nz to order, we cannot ship mushroom cultures in any form to NZ.

If the item has arrived damaged, do not worry. All our item is sent insured, and it's our responsibility to make sure you receive the item intact. Notify us ASAP via website chat or [email protected]. You can also call us at +61 4163 999 905 and speak to us. We will require a photo of the item and the package to open a case.

We do not take any requests for damaged items after 3 days of delivery.

Australia Post recently started sorting all parcels via machines, which read all the labels electronically. When a label is damaged or somehow not read correctly by the system, this problem can arise. We recommend contacting us, and we can lodge a manual intercept request with Australia Post. When we lodge an intercept request, the parcel is flagged the next time it goes through the processing centre, is manually sorted by a human, and is sent to the correct location. You must notify us as soon as possible.

Rootlab has designed a system in place starting from February 2024 to automatically check all the tracking if they are not delivered in 3 days and raise a dispute with Australia Post automatically. It is still recommended to give us a heads-up.

Shipping costs are mentioned on the 'Shipping and Handling' tab in each product listing and checkout screen.

Bulky Items

Bulky items go via standard shipping or road express, and shipping varies for each bulky item.

Non-Bulky items

All non-bulky items are sent via Australia Post express service.

Most of our items are free express shipping anywhere in Australia. We do have shipping charges for other items. The shipping charge is a flat rate depending on the product ordered. The maximum shipping cost is $20 for express parcels, regardless of the quantity and items ordered. Some items have a cheaper shipping rate if they go in letters instead of the parcel.

No matter where you are in Australia, regional or rural, our shipping costs are the cheapest and are shown on the product listing and checkout screen. Using only express post also means you will get your parcel in 1-3 days.