REFUNDS AND REPLACEMENTS

Our refund policy is super simple, but it hinges on you doing one thing:

Do not throw away your culture before speaking to us!

If you throw away your culture before we have a chance to help you fix whatever went wrong, we will not issue replacements or refunds. Unfortunately, we live in a society where people are no longer used to trying to fix things before tossing them, so people will often assume a culture is dead and toss it without verifying that it really is dead. In almost every instance, visiting our FAQs and/or letting us help you triage the situation will fix your culture. Please let us tell you if you should throw it away, rather than denying us the opportunity to help you.

That said, if we can’t help you fix it because we sent you a bad culture, we will make it right. We take the consistency and quality of our products very seriously (it’s one of the few things we’re actually serious about!), and we’ll probably be more upset than you are that you’ve had trouble. If the culture is bad, we will either replace the culture or issue a refund, as you prefer.

SHIPPING

Current shipping times as of 12/11/24: Orders are currently being shipped out within 24 hours of being placed, which does not include weekends or any public holidays.

Please be patient and allow 2-5 business days for preparation and handling before your order is shipped. It is important to note that since we deal with living organisms, such as beneficial bacteria, we cannot keep them stored in a warehouse for extended periods of time.

We do not guarantee USPS Priority Mail or USPS Priority Express shipping times. Unfortunately, we have no control over your order once it leaves our hands. We are at the mercy of the United States Postal system. When in doubt, please choose standard shipping.

We will only ship to the address provided at checkout. It is essential to double check your shipping address prior to checking out to ensure accurate delivery. Don't forget to include any apartment or suite numbers to facilitate smooth delivery.

Shipping fees cannot be refunded once the order leaves our hands.

Orders that are returned to us for insufficient or incorrect addresses, or are otherwise undeliverable for any reason will not be refunded. If the order is to be reshipped out, the customer is responsible for any additional shipping fees incurred.

Orders that require reshipment or refunds will only be processed after the original order has been returned back to us in its original condition.

We sincerely appreciate your understanding and cooperation in this matter, and we are grateful for your continued support.

INTERNATIONAL CUSTOMERS

In addition to the shipping policies stated above:

It is the duty of the customer to be knowledgeable of their countries custom charges, VAT, import/export restrictions prior to ordering.

It is the customers responsibility to pay any customs fees, VAT charges, etc.

Orders that are returned due to custom fees, VAT charges, restrictions, ect. will not be refunded.

Shipping fees are non-refundable.

International tracking is not available in some countries. A number will be provided but tracking is not guaranteed to work.

If the order is held up in customs or is otherwise late, it is the customers responsibility to make inquiries at their local post or customs office as to the status of the package.

PROMOTIONAL CODES

Please remember to enter any promotional codes at checkout to ensure you receive any available discounts or offers. Please note that adjustments cannot be made after the order is placed. Thank you for your understanding and cooperation.