Last updated: November 13, 2026
Our products are living cultures and growing supplies, so our refund and returns policy is a little different from a typical store’s. This policy is part of our Terms of Service.
Orders that arrive damaged, wrong, or not viable
If your order arrives damaged, is not what you ordered, or shows clear signs of contamination or failure on arrival, email us at tmumushieunderground@gmail.com within 7 days of delivery. Please include:
- Your order number
- Clear photos of the product and its packaging
- A short description of the problem
If we confirm the problem, we will replace the product or refund you, at our choice. In most cases we will not ask you to send the product back.
What we cannot accept for return or refund
Because cultures are living, perishable, and easily contaminated once opened, we cannot accept returns of:
- Opened, used, or improperly stored products
- Needles, swabs, or any item that has touched a culture
- Cultures that became contaminated after you opened or inoculated them
Growth speed, yield, and fruiting depend on your equipment, substrate, temperature, humidity, and technique, so we do not guarantee any particular result. If something goes wrong, we are happy to help you troubleshoot.
How refunds are issued
Approved refunds go back to your original payment method, usually within 5 to 10 business days. Your bank or card issuer may need additional time to post the credit. Shipping fees are refunded only when the error was ours.
Lost or delayed packages
If a package is lost or damaged in transit, contact us within 7 days of the expected delivery date and we will work with you and the carrier on a resolution. Please check your shipping address carefully when you order, because we are not responsible for packages lost due to an incorrect or incomplete address.
Chargebacks
Please contact us before filing a chargeback. We will do our best to resolve the issue quickly.
Contact us
Questions about a refund or return? Email tmumushieunderground@gmail.com.