How Can We Help?
Take a look at some of our most frequently asked questions.
Common Shipping Questions
Orders and Shipping
We ship from our warehouse Monday through Friday. Orders typically take 24 to 48 hours to package depending on the time of day your order is placed. Delivery time will be dependent upon the method of shipping chosen at checkout.
You can create an account by visiting the My Account page or you can create your account during checkout.
We ship as quickly as possible. If you have entered an incorrect shipping address at checkout, please contact us. If you are able to connect with us before receiving a tracking update, we can likely make the correction. We are not responsible for address errors entered at checkout and the customer will pay any additional shipping fees incurred.
When your order is prepared to ship, you’ll receive tracking information via email for your order. Alternatively, if you have an account, your tracking information can be found under your My Account page.
Our payments are processed securely through Stripe. We only see the last four digits of the card used at checkout and do not retain any credit card information beyond that.
Due to the organic nature of our items and the issues that can arise with international shipping, we only offer delivery to the United States.
We may choose to ship your package in multiple boxes to ensure that your items arrive safely. This typically only happens on larger, bulk orders of substrate. You will receive tracking numbers for each individual box via email.
If You Need To Return An Item
Returns and Exchanges
We guarantee that your items will arrive sterile and viable. However, from time to time, shipping damage may occur causing a breach in our secure packaging. It’s always best practice to sit your items aside for 4 to 7 days and observe the items for any contamination. If you do have any issues with your order, please contact us for further instructions on receiving your replacements.
If our warehouse makes a mistake while packing your order, please contact us and we will correct the situation.
If there are immediate signs of damage to your package caused by shipping, please take photos of the damaged packaging and contact us. Our packages ship with insurance and we will remedy the situation.
If you need to return an item we will provide clear instructions and a return label for you while authorizing your return.
1-800-927-8006 We are open from 9am to 5pm PST Monday through Friday.
If you need to change or cancel a submitted order, please contact us. Depending on where we are at with fulfilling your order, we will do our best to accommodate your request.
Yes, if an item is out of stock we can accept your pre-order. Get in touch with our team.