International Shipping Policy
1. Terms of Payment
All payments for orders will be processed in Australian Dollars (AUD).
2. Additional Charges
All international orders may be subject to customs duties, taxes, and import fees levied by the destination country. These charges are not included in the item price or shipping cost and are the responsibility of the recipient. We have no control over these charges and cannot predict their amount.
3. Delivery Delays
Shipping times are estimated and not guaranteed. Delays may occur due to customs clearance, carrier disruptions, or other factors beyond our control. We are not liable for such delays.
4. 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.
5. 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.
6. 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.Â
7. 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.
8. 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.
9. 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.
10. Shipping Address Accuracy and re-delivery
When placing an order, it is imperative that customers ensure the accuracy of their delivery address. Incorrect or incomplete address details can lead to shipping errors, for which we cannot be held responsible. In instances where an order is returned due to an incorrect address provided by the customer, the responsibility for covering the cost of reshipment falls upon the customer. To avoid such situations, we urge all customers to verify their delivery details carefully during the ordering process.
In regards to perishable items such as live mycelium, it is our policy to discard these immediately upon receipt of a returned order, in order to ensure the safety of our staff and compliance with health regulations. If your order contains non-perishable items that are returned, we are able to reship these items to you, provided that the reshipment charges are paid. Should you decide against the reshipment of your order, we offer the option of a refund. Please note, however, that this refund will be subject to deductions for the original delivery fee, any payment processing fees, and the return delivery fee that we incur. We strive to be transparent about these deductions and will provide a detailed breakdown upon request.
It is also important to note that our logistic partners have the final say on whether an address is serviceable. We rely on their expertise and policies to determine the deliverability of your order and will communicate with you should any issues arise.
For most international shipments, a signature is required upon delivery. This policy is in place to ensure the secure receipt of your items. If you are not available to sign for your package, the subsequent handling of your package will depend on the carrier’s policy. This may include holding the package at the nearest depot for collection, additional delivery attempts, or return to us. The approach varies significantly between carriers, and we advise customers to closely track their shipments and make arrangements to be available for receipt.
The practices regarding delivery attempts, including the number of attempts made, differ greatly between carriers and countries. We cannot guarantee the redelivery of packages that cannot be delivered without a signature. We encourage customers to proactively contact the carrier to arrange for alternative delivery options if necessary.
11. Cancellation
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.
12. 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.
13. Refused or Undeliverable Shipments
 If a shipment is refused by the recipient or deemed undeliverable due to incorrect address, non-payment of duties, or failure to respond to customs requests, the customer will be held responsible for:
- All return shipping fees
- Any duties, taxes, or customs fees incurred
- Storage or abandonment fees charged by the carrier
These costs will either be deducted from any potential refund or invoiced to the customer directly. In cases of non-payment, a Letter of Demand of AUD 250 will be issued to the customer.
14. Abandonment of Packages
In cases where return is not possible or cost-prohibitive, the package may be abandoned at the discretion of the carrier. No refunds will be issued for abandoned packages.
