Rootlab order journey page — from order placed to delivery in 6 steps
You'll receive an order confirmation email straight away - keep it as your proof of purchase. We'll need your order number if anything comes up.
Payment is processed in your local currency. If you don't receive an email, check your spam folder or contact us at [email protected].
Orders are handled within 1–3 business days, often same or next day. We'll contact you if there is any delay.
Certain products such as colonised agar plates are made fresh to order and may take additional time to prepare if needed.
If your country requires a phytosanitary certificate or you have provided an import permit, additional processing time will apply before your order can be dispatched.
Your shipping courier and service level are based on what you selected at checkout. Once dispatched, you'll receive a tracking number by email.
Your parcel is en route to your country. There are no tracking scans during this stage. Packages don't get scanned while airborne, on weekends, or on public holidays.
No tracking movement during this period is completely normal. Transit times vary by destination. Some countries receive parcels in under a week, others may take up to 20 days or more.
This is the most variable part of the journey. Customs in your country processes international parcels in their own time. They may clear it within hours, or it may sit for several days or longer. This is completely outside our control.
Express postage does not give your parcel priority treatment at customs. There are no tracking updates while your parcel is held by customs.
As the importer, you are the first point of contact for your local customs authority. If customs requires any documentation or information, they will reach out to you directly. Please wait for them to contact you. Rootlab can assist where we are able, but we are not responsible for liaising with customs on your behalf.
Customs delays are common during long weekends and public holidays, and significant delays should be expected over the Christmas and New Year period.
All customs duties, taxes, and inspection fees levied by your country are your responsibility as the recipient. Rootlab is not liable for any legal issues arising from the importation of our products into your country. By placing an order, you confirm you have checked your local import regulations.
Once customs releases your parcel, it's handed to your local postal or courier service and tracking resumes. You'll see new scan events appear using your original tracking number. Local delivery times vary by country and carrier.
If you're not home, your local carrier will follow their standard missed delivery procedure, which varies by country and courier. You may need ID matching the name on the package to collect from a depot or post office.
This is why we require your real name at checkout. Using a pseudonym may mean you are unable to collect your parcel.
If your order hasn't arrived after 20 business days, contact us at [email protected] and we'll look into it with you. We are unable to raise enquiries with customs authorities or carriers before this period, as delays within this window are expected and enquiries are generally not entertained by either party.
