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FAQs

Shipping

Where do you ship your products from?

All our products are shipped from Sydney, Australia.

Can I request discreet packaging?

Our parcels are shipped in plain white or brown boxes for discretion, with the exception of sterilizers. The package will display your name and address, our return address, and a PO BOX, with no indication of its contents.

When will the item ship?

We ship items from Australia daily, including weekends, although the courier collects them only on weekdays. Most orders are dispatched on the same day or the next day.

I need to update my shipping address; what steps should I take?

Customers who pay via PayPal will have their address auto-filled, which might sometimes be an old address if it hasn't been updated. If you need to change your address, please send a written request from the same email used for the order to info@rootlab.co.nz as soon as you know this or call us on +64 9 873 3117 (Call only). Address changes cannot be made once the order has been shipped.

My item arrived damaged, how do I notify you?

If your item arrives damaged, don't worry. All our items are insured, and we ensure they reach you intact. Please notify us as soon as possible through website chat or at info@rootlab.co.nz. You can also call us at +64 9 873 3117 (Call only) to speak with us. We'll need a photo of the item and the package to open a case. Please note that we do not accept requests for damaged items after 3 days from delivery.

How much is your shipping cost?

Shipping costs depend on where in NZ you reside, the total cost is displayed on the checkout screen.

General

Can I use a pseudo name for delivery?

Using a pseudonym or fake name for delivery is against our terms of service. We need your real name. If you are not home or your property is inaccessible, the parcel will be taken to the nearest post office. There, your ID will be verified, and it must match the name on the package.

For high-value items or orders marked as high-risk by our payment providers, a signature is required upon delivery. If you use a pseudonym, you will be unable to provide the necessary ID, and the package may be discarded or returned to us. In the event of a return, the courier will charge us for return shipping. We will refund your payment, deducting the costs for shipping both ways and a 3% non-refundable payment processing fee if paid by card. We do not impose a restocking fee.

How do I get a Tax Invoice?

Tax invoice is sent straight to your email after placing the order and completing the payment on the website.

Do you give guarantee with all your products?

Yes, all our products come with a 100% satisfaction and money-back guarantee. If you are not satisfied with your purchase, please contact us. You'll find our team very accommodating.

Email- info@rootlab.co.nz Phone - +64 9 873 3117 (Call only)

Do you dropship your products or hold stock?

We maintain our own inventory and handle shipping directly, without involving third parties for processing and packing orders. Our inventory is tracked using inventory management software, allowing us to monitor stock levels for various platforms such as Amazon, eBay, Catch, Etsy, and our website, with real-time stock updates. If a product is out of stock, an option on the product page will allow you to request a notification when it becomes available. We receive alerts when requests are made or when stock levels are low and aim to restock promptly. Once the item is back in stock, you will receive an email notification.

What are some Important News articles that you suggest to read?

Mushroom pickers urged to avoid foraging books on Amazon that appear to be written by AI.

When do I receive the order confirmation email?

The confirmation email is sent immediately. If you don't see it in your inbox, please check your spam folder. Sometimes, customers accidentally enter an incorrect email address. If this happens, please contact us to correct your email address, and we will resend the order confirmation. For security reasons, please attach your payment receipt or a screenshot when requesting a resend to verify your order. This measure helps protect your account. Email: info@rootlab.co.nz Phone: +64 9 873 3117 (Call only)

I need to buy a few things, but I am not sure, can you guide me?

We kindly ask you to call us at +64 9 873 3117 for an in-depth discussion about your project's shopping list. Email correspondence, while useful, may not adequately address the complexities of your project, as we need to understand 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 strongly recommend connecting with our experienced professionals to ensure your project's success and avoid any potential issues. At Rootlab, customer satisfaction is our top priority, and we are genuinely committed to helping you achieve your goals. Whether you choose to purchase from us or not, we are here to support all growers. So, please don't hesitate to reach out – our team is eagerly waiting for your call. Email- info@rootlab.co.nz Phone - +64 9 873 3117 (Call only)

Resources

An article on the commercial cultivation of Agaricus mushrooms

You can find more information here on how Agaricus mushrooms are grown commercially.

Which videos would you recommend for learning how to operate All American electric and non-electric sterilizers (autoclaves)?

You need to learn how to load, seal, and safely operate the All American Sterilizer. Our resources, including the videos below, the product listing details, and the instruction manual, will guide you through the process. Please note that some videos may not correspond directly to your specific model, but they illustrate important principles we believe you should understand. Video 1 Video 2 For information on the differences between autoclaves, sterilizers, and pressure cookers, please watch Video 3. It's important to watch all the videos as each one provides valuable insights into operating these machines.

Can you help identify the mushrooms growing on my property?

Due to insurance limitations, Rootlab cannot assist with identifying wild mushrooms on your property. We recommend seeking help from local Facebook groups specializing in mushroom identification.

What books do you recommend?

You may start with Growing Gourmet and Medicinal Mushrooms: Book By Paul Stamets. We have a wide collection of mycology books available. We exclusively stock books that we recommend for you to read.

Feedback

How can I provide my feedback or review to Rootlab?

Your Voice Matters

At Rootlab, your feedback is incredibly important to us. If you encounter any issues or have suggestions, we are ready and eager to assist. Feel free to contact us anytime at info@rootlab.co.nz. Our team is dedicated to addressing and resolving any concerns to ensure your complete satisfaction.

Share Your Experience and Earn Rewards!

Your public reviews are immensely valuable. They not only help us improve but also guide other customers. We invite you to share your thoughts:

On Google: Leave us a review on our Google business page. After checkout, Google will also prompt you to participate in their review program.
On reviews.io: 14 days post-purchase, you'll receive an email with a link to review us. Here, you can share your thoughts 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.