Shipping and Returns Policy
SHIPPING POLICY
We ship all items as soon as possible via Pass The Parcel. When items are in stock, they will normally be shipped on the next business day, unless there is a reason not to, for example live cultures shipped just before a long weekend when freight might be delayed, in which case it will be sent at the earliest appropriate time. Because we deal with a wide range of living mushroom cultures, some products may be delayed in dispatch for a few days if we are waiting on a fresh batch of product to be ready. We prefer to send products in a fresh and high quality condition rather than keeping large volumes of stock on hand at all times. This is in the interest of providing you, our customer, with the best possible quality of product. You will receive an email to notify you when your order has been dispatched, which will include its NZ Post tracking number. Please contact us if you have any questions about your parcel or if it does not arrive.
The Mushroom Smith takes the best care to ensure you get high quality products. Due to the nature of the material we sell - living mycelium - returns are not generally accepted once you have received and handled the product. There are many challenges with growing mushrooms, and failure to obtain high quality mushrooms does not constitute a faulty product.
If you believe your product is defective please get in touch. You can contact us at TheMushroomSmithNZ@gmail.com If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any questions at TheMushroomSmithNZ@gmail.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.