Refund policy

Return, Refund & Product Support Policy

Quick Summary

📦 Returns — Eligible, unused products may be returned within 30 days of delivery. Products must be unused, unmodified, in their original packaging, and accompanied by proof of purchase. Some products are not returnable because they are perishable, sterile, live, custom-made, or otherwise unsuitable for resale.

🧾 Order cancellations — Orders canceled before fulfillment are subject to a 3% cancellation fee, deducted from the canceled amount. Once fulfillment has begun, the order can no longer be canceled.

🛠 Damaged, defective, or incorrect items — Inspect your order promptly. Contact us within 48 hours of delivery if an item arrives damaged, defective, contaminated, compromised during shipping, or different from what you ordered.

🍄 Ready-to-Fruit Grow Kits — We promise that ready-to-fruit blocks will arrive healthy, fully colonized, and suitable for activation. Fruiting and harvest results depend on the mushroom variety, temperature, humidity, fresh air, season, block maturity, and grower care. Pinning, harvest timing, yield, and additional flushes are not guaranteed.

🧫 Sterilized biological products — Inspect all grain, substrate, and All-in-One bags before inoculation or opening. Contact us within 48 hours if a product arrives damaged, unsealed, or visibly contaminated. Once a product has been opened, modified, or inoculated, results cannot be guaranteed.

📷 Information required — Product-quality claims require an order number and clear photographs. Depending on the issue, we may also request photographs of the packaging, product label, or growing setup.

📍 Packages marked delivered — If tracking shows a package as delivered but you cannot locate it, contact the carrier to begin a missing-package claim. We will provide available shipment information when needed.

💳 Refunds — Approved refunds are issued to the original payment method, generally within 10 business days after approval.

Please read the complete policy below for eligibility requirements, exclusions, and instructions.

1. Our Commitment

Redwood Mushroom Supply wants you to receive products that are accurately described, properly packed, and suitable for their intended use.

Mushroom-growing products include living and biological materials whose performance can be affected by shipping conditions, storage, culture quality, sterile technique, temperature, humidity, fresh-air exchange, season, and grower care. This policy explains which issues Redwood Mushroom Supply covers and which growing outcomes are outside our control.

Nothing in this policy limits any rights that cannot legally be limited under applicable law.

2. Order Cancellations Before Fulfillment

Contact us as soon as possible at contact@redwoodmushroomsupply.com if you need to cancel an order.

An order may be canceled only if the cancellation request is received and approved before fulfillment has begun.

Three Percent Cancellation Fee

Orders canceled before fulfillment are subject to a 3% cancellation fee. The fee will be calculated on the canceled amount and deducted from the refund issued to the original payment method.

The cancellation fee covers nonrefundable payment-processing costs and administrative expenses associated with receiving, reviewing, canceling, and refunding the order.

The 3% cancellation fee does not apply when Redwood Mushroom Supply cancels an order because of:

  • A stock discrepancy;

  • An inability to supply the ordered product;

  • A fulfillment issue;

  • An error by Redwood Mushroom Supply; or

  • Another issue for which Redwood Mushroom Supply is responsible.

When Fulfillment Has Begun

An order cannot be canceled once picking, packing, product preparation, or other fulfillment work has begun, even if the order has not yet been scanned by the shipping carrier.

We will make reasonable efforts to accommodate cancellation requests, but submitting a request does not guarantee that the order can be canceled.

If the order has already entered fulfillment or has been transferred to the carrier, the customer must wait for delivery and, if the product is eligible, request a return under this policy.

Refusing delivery does not constitute an approved cancellation. Refunds for refused or returned-to-sender packages will be evaluated after the package is returned and inspected and may be reduced by outbound shipping, return shipping, restocking fees, spoilage, or other nonrecoverable costs.

Custom, Wholesale, and Special Orders

Custom, made-to-order, wholesale, bulk, and specially sourced orders may have separate cancellation terms, nonrefundable deposits, or committed production and material costs. When applicable, those terms will be disclosed in the product listing, quote, invoice, or purchase agreement.

3. Thirty-Day Return Window

Eligible products may be returned within 30 days of the delivery date.

To qualify for a return, the product must be:

  • Unused, unopened, and unmodified;

  • In its original condition and original packaging;

  • Complete with all instructions, accessories, and included components; and

  • Accompanied by a receipt, order number, or other proof of purchase.

The 30-day return window applies only to products eligible for return. Perishable, sterile, live, custom, final-sale, and other non-returnable products are addressed separately below.

Original shipping charges are not refundable unless the return results from an incorrect item, verified product defect, or error by Redwood Mushroom Supply.

4. How to Request a Return

Before returning any product, contact us at contact@redwoodmushroomsupply.com with:

  • Your name and order number;

  • The product you would like to return;

  • The reason for the return; and

  • Photographs, when the request involves damage, a defect, contamination, or an incorrect item.

If the return is approved, we will provide return instructions and, when applicable, a return shipping label.

Do not send a product back without prior authorization. Unauthorized returns may not be accepted or refunded.

5. Return and Replacement Shipping Costs

If a return or replacement is approved because of shipping damage, a verified defect, an incorrect item, or an error by Redwood Mushroom Supply, we will cover the approved return or replacement shipping cost.

For eligible returns requested for other reasons, including ordering the wrong product or changing your mind, the customer is responsible for return shipping.

Replacement products will be shipped only to the original shipping address unless Redwood Mushroom Supply approves another address in writing.

6. Restocking Fee and Refund Amount

Approved returns are subject to a 10% restocking fee.

The restocking fee does not apply when the return results from:

  • A verified product defect;

  • Shipping damage;

  • An incorrect item; or

  • An error by Redwood Mushroom Supply.

Refunds for ordinary returns will equal the eligible product purchase price, less the restocking fee, original shipping charges, and any other non-refundable charges.

7. Damaged, Defective, Contaminated, or Incorrect Items

Inspect your order as soon as it is delivered.

Contact us within 48 hours of delivery if:

  • The shipping package or product is materially damaged;

  • A sealed biological product is visibly contaminated;

  • A sterile bag is punctured, open, leaking, or has a failed seal;

  • A ready-to-fruit block appears severely dried out, unhealthy, or unusable;

  • An item is missing from the shipment; or

  • You received a different product from the one ordered.

Please retain the product, packaging, shipping label, and packing materials until we complete our evaluation. We may request photographs of these materials.

If we verify that the product arrived damaged, defective, contaminated, unusable, or incorrect, Redwood Mushroom Supply may provide, as appropriate:

  • A replacement;

  • Store credit; or

  • A refund to the original payment method.

The appropriate remedy will depend on product availability, the nature of the issue, and the circumstances of the claim.

8. Sterilized Grain, Substrate, and All-in-One Grow Bags

We stand behind the preparation, packaging, and condition of our sterilized products at the time they are shipped.

Inspection Before Use

Inspect sterilized grain, substrate, and All-in-One bags immediately after delivery and again before inoculating them.

Do not open, inject, inoculate, mix, or otherwise modify a bag that appears damaged, unsealed, unusually swollen, leaking, or visibly contaminated. Contact us within 48 hours of delivery with your order number and clear photographs.

Unopened Products

If a sealed, uninoculated bag develops visible contamination within 14 days of delivery while stored according to the product instructions, contact us promptly with:

  • Proof of purchase;

  • Clear photographs of the entire bag and affected area;

  • A photograph of the product label or lot information; and

  • A description of how and where the product was stored.

We will evaluate whether the issue appears related to the condition of the product at delivery.

After Inoculation or Opening

Once a sterilized product has been opened, injected, inoculated, mixed, transferred, or otherwise modified, Redwood Mushroom Supply cannot guarantee sterility, colonization, contamination-free growth, fruiting, or yield.

When possible, our team will still help review photographs and provide troubleshooting guidance. Troubleshooting assistance does not constitute acceptance of responsibility for contamination or a promise of replacement.

9. Ready-to-Fruit Grow Kits and Fruiting Blocks

Healthy Arrival Promise

Ready-to-fruit grow kits are perishable biological products. We promise that each block will arrive fully colonized, healthy, and suitable for activation.

Normal characteristics vary by mushroom species. Healthy blocks may display white mycelium, brown or uneven surfaces, mycelial bumps, condensation, metabolites, or mushrooms beginning to form inside the bag. These characteristics do not necessarily indicate contamination or a defective block.

Inspect the block immediately upon delivery. If it arrives contaminated, severely dried out, physically damaged, or otherwise unsuitable for activation, contact us within 48 hours with:

  • Your order number;

  • Clear photographs of every side of the block;

  • A photograph of the product label; and

  • Photographs of the shipping box if shipping damage occurred.

If we determine that the block arrived unhealthy or unusable, we will provide an appropriate replacement or store credit.

Activation and Storage

Ready-to-fruit blocks should be activated within three days of delivery.

Any permitted refrigerated storage must follow the instructions for the particular mushroom variety. Leaving a block unused beyond its recommended storage period can reduce its ability to fruit and is not covered by the Healthy Arrival Promise.

Fruiting Expectations

Ready-to-fruit means that the block has completed colonization and is biologically prepared to enter fruiting conditions. It does not mean that mushrooms will appear immediately or that a harvest is guaranteed.

Pinning and fruit development depend on several conditions, including:

  • Mushroom variety and strain;

  • Block maturity at activation;

  • Temperature and seasonal conditions;

  • Relative humidity and surface moisture;

  • Fresh-air exchange and carbon dioxide levels;

  • Light;

  • Storage before activation; and

  • Daily care.

Fruiting timelines shown on product pages, growing guides, packaging, or other RMS materials are typical or estimated ranges under suitable conditions. They are not deadlines or guaranteed results.

King Trumpet, Black Pearl Oyster, and Chestnut are especially sensitive to temperature and environmental conditions and may take several weeks to pin. They are best treated as intermediate, cool-growing varieties. Warm household temperatures or seasonal conditions may significantly delay or prevent pinning.

Fruiting Support Promise

If a block has not pinned after the expected range stated in its product guide, contact us promptly for troubleshooting assistance.

Please provide:

  • Photographs of the block and growing setup;

  • The date the block was delivered;

  • The date fruiting conditions were started;

  • Approximate growing temperature;

  • The humidity method or measured humidity, if available;

  • Information about misting and fresh-air exchange; and

  • Any changes in the block since activation.

We may recommend additional time, environmental adjustments, cold treatment when appropriate for the species, changes to humidity or airflow, or another variety-specific troubleshooting step.

Troubleshooting requests should be submitted no later than 45 days after delivery unless the product page expressly provides a longer support period.

Fruiting and Harvest Limitations

Unless a product page expressly provides a separate written promise, Redwood Mushroom Supply does not guarantee:

  • That a block will pin or produce a completed first harvest;

  • A specific pinning or harvest date;

  • The weight, size, number, appearance, or quality of mushrooms;

  • A minimum yield;

  • A second or subsequent flush; or

  • Fruiting under conditions outside the recommended range.

If a healthy block does not fruit after the customer follows the growing guide and completes the recommended troubleshooting, Redwood Mushroom Supply may, at its discretion, offer a one-time goodwill replacement, discount, or store credit.

A discretionary goodwill remedy is not an admission that the original block was defective and does not create a continuing guarantee for the original or replacement block.

10. Product Descriptions, Timelines, and Yield Information

Product descriptions and educational materials may include typical fruiting times, estimated harvest ranges, or examples of results obtained under suitable conditions.

These figures are provided to help customers understand the normal growing process. Biological performance varies, and such figures are not guaranteed unless a specific written guarantee is clearly stated on the applicable product page.

Words such as “ready-to-fruit,” “beginner-friendly,” “fast-fruiting,” or “high-yielding” describe the product’s intended characteristics. They do not guarantee a particular result in every growing environment.

11. Warranties, Wear and Tear, and Third-Party Products

Redwood Mushroom Supply does not provide warranties beyond the coverage expressly stated in this policy or on the applicable product page.

Normal wear and tear, improper assembly, misuse, improper cleaning, improper storage, unauthorized modification, accidental damage, and damage occurring after delivery are not covered.

Some products include a warranty provided by the original manufacturer. When a manufacturer’s warranty applies, warranty service is subject to the manufacturer’s terms and claim process. Redwood Mushroom Supply will provide proof of purchase upon request and reasonable assistance identifying the manufacturer’s warranty contact information.

Manufacturer warranty coverage does not make a product returnable to Redwood Mushroom Supply unless we expressly approve the return.

12. Non-Returnable and Non-Refundable Products

Due to their perishable, sterile, live, sanitary, custom, hazardous, or final-sale nature, the following products are not eligible for ordinary returns or exchanges:

  • Ready-to-fruit grow kits, kits, and bundles;

  • Sterilized grain and substrate;

  • All-in-One grow bags;

  • Sterilized petri dishes;

  • Pre-poured petri dishes and slants;

  • Live cultures;

  • Custom or made-to-order products;

  • Products marked final sale;

  • Gift cards and downloadable products;

  • Hazardous materials and flammable liquids;

  • All-American Sterilizers and Pressure Cookers;

  • FLOCUBE flow hoods and accessories; and

  • Max Yield Bins and accessories.

Non-returnable status does not eliminate coverage for an item that arrives damaged, defective, contaminated, unusable, or incorrect and is reported within the applicable claim period.

Manufacturer warranties may still apply to eligible third-party products.

13. Exchanges

We do not process direct exchanges for ordinary returnable products.

The fastest way to obtain a different item is to request an authorized return and, after the return is approved, place a separate order for the desired product.

Non-returnable products cannot be exchanged unless Redwood Mushroom Supply approves a replacement under the damaged, defective, incorrect-item, or biological-product provisions of this policy.

14. Packages Marked “Delivered”

Once a carrier marks a package as delivered, Redwood Mushroom Supply cannot independently verify possession of the package.

If tracking shows “Delivered” but you cannot locate the package:

  1. Check the delivery location, mailbox, parcel locker, building office, household members, and immediate neighbors;

  2. Allow until the end of the next business day, as some carriers scan packages before completing delivery;

  3. Contact the carrier and request a delivery trace or missing-package claim; and

  4. Contact us if you need shipment information to support the carrier claim.

Claims for packages marked delivered must generally be handled through the carrier. Redwood Mushroom Supply is not responsible for theft or loss occurring after confirmed delivery, but we will provide reasonable documentation to assist with a carrier claim.

15. Incorrect or Incomplete Addresses

Customers are responsible for entering a correct and complete shipping address at checkout.

Redwood Mushroom Supply is not responsible for delays, non-delivery, return-to-sender charges, spoilage, or loss resulting from an incorrect or incomplete address supplied by the customer.

If a package is returned to us, any reshipment or refund will be evaluated based on the product’s condition and return eligibility. Additional shipping charges may apply.

16. International Orders

International customers are responsible for all import duties, taxes, customs fees, permits, and local legal requirements.

Because of customs delays, agricultural restrictions, transit times, and the perishable nature of biological products, international orders are not eligible for ordinary returns.

Redwood Mushroom Supply is not responsible for delays, confiscation, destruction, loss, or biological deterioration caused by customs processing or import restrictions. This does not exclude coverage for an incorrect item or a verified packing error by Redwood Mushroom Supply.

17. Refund Processing

After an authorized return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method, generally within 10 business days. Your bank or credit card company may require additional time to post the refund.

If more than 15 business days have passed since Redwood Mushroom Supply confirmed that your refund was processed, contact us at contact@redwoodmushroomsupply.com.

18. Policy Contact

Questions, return requests, cancellation requests, and product-support claims should be sent to:

Redwood Mushroom Supply
contact@redwoodmushroomsupply.com
(707) 757-7784

Please include your order number and photographs when contacting us about damage, contamination, a defect, or a biological product concern.