Last Updated: 19 August 2023
INTERNATIONAL SHIPPING POLICY
1. Terms of Payment
All payments for orders will be processed in Australian Dollars (AUD), except for customers in New Zealand. Customers in New Zealand have the option to pay in New Zealand Dollars (NZD). Please ensure you understand this prior to placing an order.
2. Additional Charges
The customer is solely responsible for any additional charges that may be incurred during the shipping process. This may include, but is not limited to, customs fees, inspection fees, taxes, and other related charges. It is the customer's responsibility to understand these potential charges before ordering.
3. Legal Responsibility
Rootlab is not liable for any legal issues or disputes that may arise from importing live mycelium cultures into your respective country. We encourage all customers to familiarise themselves with their local laws and regulations pertaining to the importation of such products. Your order signifies your agreement to take on this responsibility.
4. Compliance with Local Importation Laws
By placing an order, you acknowledge that you have read, understood, and complied with the importation laws in your local area pertaining to live mycelium cultures. Rootlab assumes no responsibility for customers' failure to comply with their local laws.
5. Risk of Seizure and Destruction
In the event that a culture is seized and destroyed by customs or any other regulatory authority, Rootlab will not be held responsible. This risk is wholly borne by the customer upon placing an order.
6. Damage during Transit
Our cultures are shipped without special arrangements such as cold storage, which may potentially impact the viability of the culture upon arrival. They may arrive in a weakened state, dead, or even contaminated. Rootlab assumes no responsibility for any damage or loss of viability that may occur to these cultures during international transfer.
7. Shipping Time Estimates
Please note that delivery times may vary due to international customs processes and local postal service speeds. While we strive to ensure prompt delivery, please understand that delays can occur that are out of our control.
8. Return and Refund Policy
Due to the nature of our products, we generally cannot accept returns or offer refunds on international orders. If there's an issue with your order, please contact us immediately, and we will strive to rectify the situation in the most suitable way possible.
9. Shipping Address Accuracy
Please ensure your delivery address is correct when placing an order. If an order is returned to us due to an incorrect address provided by the customer, reshipment costs will be the customer's responsibility. If there is any live mycelium, it will be discarded upon arrival for the safety of our staff. Non-perishable products can be reshipped upon payment of the reshipment charges. If the customer wants to avoid bearing the reshipment charges, we can refund your order after deducting any delivery fee and payment processing fees. When a package is returned to us, we also get charged the return delivery fee; this will also be deducted before paying the balance if there is any. The logistic provider has the final say if the address is serviceable.
International orders can't be cancelled once payment has been made, as we commence all paperwork as soon as we receive the payment and invest a considerable amount of man-hours.
11. Resolution of Disputes
Any disputes or claims arising out of your order will be governed by Australian law and subject to the jurisdiction of Australian courts.
By agreeing to these terms and conditions, you, the customer, acknowledge your understanding and acceptance of the potential risks and responsibilities associated with international orders.