FAQs
Shipping
When will the item ship? I paid for express.
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 post once it is marked as shipped.
Your order is divided into Handling time and shipping time.
Handling time is how long it takes us to prepare your order.
Once the parcel is handed over to  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.
It is in our best interest to process your order ASAP!
I need to change my Shipping address; how do I proceed?
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/message/WhatsApp us on +61 416 399 905. Once the order is shipped out, we cannot do anything. If you have an account with us, we offer editing your Shipping, billing, email and phone number via my account section. If you do change your delivery address, we will notify you if there is any change in shipping cost.
Which shipping service do you use?
We use 4-5 different couriers and all of them will quote you on the checkout screen. We allow you to get a estimate of shipping cost on the cart page, without you having to go to checkout page and enter all your details before you see the shipping cost.
My item arrived damage, how do i notify you?
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/message or WhatsApp 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 2 days of delivery.
How much is your shipping cost?
Shipping costs are mentioned on the checkout screen.
General
Can I use a pseudo name for delivery?
Using a pseudonym or a fake name for delivery does not comply with our terms of service. We require your actual name. Signatures are required upon delivery for expensive items or orders flagged as high-risk by our payment providers.If you use a fake name, the item will never be delivered to you and you will be responsible for return shipment.
How do I get a Tax Invoice?
Tax invoice is sent straight after placing the order and completing the payment on the website.
Do you give guarantee with all your products?
Yes, every product we offer comes with a 100% satisfaction and money-back guarantee. Should you find yourself dissatisfied with your purchase, feel free to reach out to us. You'll be pleasantly surprised by how accommodating we can be.
Email- [email protected]
Whatsapp +61 416 399 905.
I want to grow magic mushrooms. Do you sell spores?
Our business does not sell active variety spores or liquid culture. These species are illegal to grow and sell in Australia, where our business is located.
Do you dropship your products or hold stock?
We hold stock of all our products in Sydney, Australia and pack and ship them ourselves. We also provide customer service from our head office in Sydney.
When do i receive the order confirmation email?
The confirmation email is dispatched immediately. Kindly inspect your spam folder if it doesn't appear in your inbox. Occasionally, customers inadvertently input an incorrect email address. Should this occur, please get in touch with us for an email address correction, and we will promptly resend the order confirmation. It's important to note that, for security reasons, we request you attach your payment receipt or screenshot when requesting a resend, ensuring the verification of your order. This measure is implemented to protect your account.
I could not find certain Gourmet cultures on your website.Are you able to source those for me?
We are based in Australia with strict biosecurity requirements. We can only export cultures that are permitted species.So if you do not see us selling a particular culture, we cannot arrange it for you.
I need to buy a few things, but I am not sure, can you help?
We kindly request you to give us a WhatsApp call at +61 416 399 905 to engage in a detailed discussion regarding your project's shopping list. Email correspondence, while valuable, may not suffice for addressing the intricacies of your project, given the need to comprehend your specific setup and experience level. We've taken the initiative to curate a dedicated shopping list for your project, accessible on our website. However, we highly encourage you to connect with our seasoned professionals to ensure your project's success and avoid any potential missteps.
At our company, customer satisfaction is paramount, and we're genuinely committed to assisting you in achieving your goals. Whether you're considering purchasing from us or not, we're here to support all growers. So, please don't hesitate to reach out and pick up the phone – our team is eagerly awaiting your call.
Do you ship to all countries?
We ship to most countries. If you cannot see your country in the checkout section, please get in touch with us, and we will help you. This website does not cater to Australian and NZ clients as there is seperate website for those countries.
www.rootlab.com.au (Australia)
www.rootlab.co.nz(New Zealand)
Resources
What videos you will recommend to help operate All American - Electric and non-electric sterilisers (Autoclaves) ?
You must master how to load, seal, and safely use the All American Steriliser.
Our provided resources, alongside the videos below, the product listing details and the instruction manual, will assist you in navigating through the process.
Please keep in mind some of these videos might not directly correspond to your specific model, but they're meant to clarify certain key principles we think you should understand:
If you want to know the difference between Autoclaves, Sterilisers and Pressure cookers, please watch this Video 3.
Watching all videos is essential as they all have something to add to your understanding of operating these machines.
Would you recommend reading any books?
We recommend starting with Growing Gourmet and Medicinal Mushrooms: Book By Paul Stamets. We have an extensive collection of mycology books available.
We only stock books that we recommend you to read.
Payment
Do you accept Crypto?
We do NOT accept crypto payments, unfortunately.
Feedback
How Can I Share My Feedback or Review with Rootlab?
Your Voice Matters
At Rootlab, we deeply value your feedback. Should you encounter any issues or have suggestions, rest assured that we're ready and eager to assist.
Reach out to us anytime at [email protected]. Our team is committed to addressing and resolving any concerns to ensure your utmost satisfaction.
Your public reviews are incredibly valuable. They not only help us improve but also guide other customers. We invite you to share your thoughts:
- On reviews.io: 14 days post-purchase, you'll receive an email with a link to review us. Here, you can express your views on both our overall service and the individual products you've experienced. As a token of our appreciation for your time and insights, we offer coupons at the end of the review process.
Your ratings, reviews, and insights are instrumental in helping Rootlab grow and enhance our services. We eagerly look forward to your valuable feedback.
