FAQs
Shipping
Can I request discreet packaging?
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.
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 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!
The tracking number provided to me already has tracking events before my date of purchase; is it wrong?
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.
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 info@rootlab.com.au as soon as you know this or call us on +61 416 399 905. Once the order is shipped out, we cannot do anything.
Is there a restriction on sending some items to certain states?
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 $75, charged by the Department of Agriculture and Food. We do not charge any fees.
Which shipping service do you use?
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.
Do you ship internationally?
Yes, however, not all items can be sent. Please get in touch with us at info@rootlab.com.au
Please also read our International shipping policy.
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 info@rootlab.com.au. 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.
My item is bouncing between states or depot(Australia post). What do I do?
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.
How much is your shipping cost?
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.
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, especially when providing an Australia Post parcel locker address. It's crucial to understand that the parcel will be taken to the nearest post office if you're unavailable at home or your property is inaccessible. At the post office, they will verify your ID, which should match the name on the package.
For expensive items or orders flagged as high-risk by our payment providers, signatures are required upon delivery. If a pseudonym is used, the package will not be delivered. If a parcel is returned due to a pseudonym, we will recover the shipping costs and discard any pre-sterilised products to prevent contamination in our work area. We will then refund the money, deducting the 3% payment processing fees incurred in the original transaction that are non-refundable to us. We will also deduct the money for the products we have discarded.
I am a complete beginner. Where do I start?
Buying one of our Mushroom grow kits is the best place to start and learn. Unlike any other kit in the market, these kits are the first of its kind. You do everything from start to finish to learn to grow (Inoculation, Colonisation and Fruiting). We do not promise you a big harvest, as these are small bags, but we promise you will learn a lot along the way.
Once you grow these out and want to take this further, we recommend you use pasteurised straws in food-grade plastic containers to grow oysters. Please watch some YouTube videos on pasteurising straw and growing mushrooms in a bucket or read our Growing Mushroom in a Bucket Blog.
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- info@rootlab.com.au
Phone- 0416 399 905.
I want to grow magic mushrooms. Do you sell spores?
Our business does not sell any active variety spores or liquid culture. We also cannot point you in the right direction. These species are illegal to grow and sell.
Do you dropship your products or hold stock?
We hold stock of all our products and ship them ourselves without any third-party involvement to process and pack orders.
Our inventory is managed by inventory management software. This helps us monitor stock to sell on various platforms like Amazon, eBay, catch, Etsy, and our website. The item stock is shown in real time.
When our product is out of stock, you will be shown an option on our product page to notify you when it is available. We are notified as soon as you make a request or our items are low, and we endeavour to restock the item as soon as possible. Once the item is restocked, you get an email alert.
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. Can you import it for me?
Department of Agriculture, Fisheries and Forestry has a list of all permitted and non-permitted species.
Table 1 has the list of permitted species allowed to be imported. Anything not listed here cannot be imported. We sell most of the permitted species but cannot sell certain permitted species as they are Mycorrhizal; these species need a symbiotic relationship with certain trees and cannot be grown indoors.
I need to buy a few things, but I am not sure, can you help?
We kindly request you to give us a call at +61416399905 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.
Resources
Important article from TGA
Guidance on mushroom products.
Article on Agaricus commercial production
Please read here about how Agaricus mushrooms are grown commercially.
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.
Do you sell a fully colonised easy-to-grow mushroom growing kits?
We're all about offering an in-depth, hands-on mushroom growing experience with our gourmet mushroom grow kit. It's like a backstage pass to the magical world of mushrooms, from culture inoculation to the fruiting stage!
If you're after a more traditional mushroom-growing kit, we have just a recommendation: That Mushroom Guy. This small, family-owned farm in Nowra, NSW, is as passionate about shrooms as we are.
Brett, the man behind the mushrooms, has been cultivating a stunning variety of gourmet fungi that would make any mycologist's heart skip a beat. Their kits are fuss-free and perfect for budding mushroom growers. From Chestnut to Oyster and Lion's Mane, they've got a line-up that'll make your taste buds do a happy dance. And guess what? Their mushroom cultures come straight from us here at Rootlab. So, you can rest easy knowing that you're getting the same high-quality fungi we love and nurture. We're all part of the big, beautiful mushroom family, after all.
So whether you're starting your fungal journey with us or with That Mushroom Guy, remember - it's all about the love for mushrooms. Happy growing!
Do you recommend any courses?
We have attended numerous courses in Australia to discover what everyone has to offer and understand the industry.
There is one particular course that stands out. Will Borowski owns and operates Forest Fungi in Tasmania and has been doing face-to-face workshops for quite a while now. We would recommend booking a course with him. The course can be booked via their website. The student needs to travel to Tasmania to attend his courses. Will has plans to travel to mainland cities and teach; more information will be uploaded on his upcoming course page.
Will is very informative and has a well-structured course; he offers years of experience foraging and cultivating mushrooms; credit goes to him for some of our excellent genetics in our stores, like Chestnuts, Native Lion's Mane and Reishi. We do NOT get any commission for referring a student to him.
Can you identify mushrooms growing in my property?
Under no circumstances can Rootlab help you ID mushrooms growing wild on your property due to our insurance limitation. We advise you to go to the Facebook page of Australian Wild Mushroom Hunters.
People here take the time to help you identify mushrooms and grow your foraging knowledge. We are grateful for such an incredible community.
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.
Pickup
Can pick-up orders be paid in cash?
Certainly, we do welcome cash payments for pick-up orders.
To make a cash payment, simply choose the 'cash on pickup' option at the checkout. Upon your arrival to pick up your order, you can settle the payment in cash. It would be helpful if you could provide the exact amount in cash when you arrive.
Do you have a physical store i can collect my item from?
We DO NOT have a physical store, as most of our items are made to order and we do not keep stock.
However, we give the option to “click and collect” for orders paid via the website and ‘pickup’ selected on checkout. Once your order is made, we send you a “pickup ready email” with our address and phone number to arrange a pickup time.
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 info@rootlab.com.au. Our team is committed to addressing and resolving any concerns to ensure your utmost satisfaction.
Share Your Experience and Earn Rewards!
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 Google: Leave us a review on our Google business page. After checkout, Google will also ask you if you want to participate in Google reviews through their programme.
- 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.
Account
Do you have any special deals for mushroom farms?
Join Our Exclusive Network of Commercial Mushroom Farms!
We invite you to register with us if you're already operating a mushroom farm and selling in farmer's markets. As a welcome gesture, you'll receive an incredible 50% discount on our premium Liquid Culture and Grain Spawn products forever.
But that's not all! You'll also gain access to exclusive benefits, including:
- Subscription to Our Insightful Email List: Stay ahead of the curve with regular updates, industry news, and expert tips.
- Growing List of Perks: As our network expands, so do your benefits. We're constantly adding new offers to support your business growth.
Ready to elevate your mushroom farming journey? Connect with us at +61 416 399 905. We're excited to learn about your business and discuss how we can thrive together!
