"This product is out of stock, when is it coming back?" or "I can't find the listing for this product, do you still make it?"
When a product listing says "unavailable" it means it will be 1-2 weeks until it is restocked. We are waiting on supplies in the mail and it takes time to make the products, package them, and label them.
If the product listing is completely gone from the shop it means there is no restock estimate because it may be a seasonal product or it is no longer being made.
Paypal rejected my order and told me to ask the seller for help, why?
If your payment is rejected it can mean two things: 1. You need to update your credit card info in your Paypal profile (billing address, security code, or expiry date), 2. Your bank has restrictions on international purchases and you need to ask them to release the hold before making an order or transfer money to your Paypal account before purchasing (3-5 day wait).
I didn't receive an email order notification (receipt) or my package.
This means your order did not go through. If you do not have a receipt for your order it is because we did not receive an order from you or a payment.
My order went through, but I didn't receive an order notification or shipping notification.
This could mean two things: 1. during checkout you gave us an email address you no longer use -- we don't send out spam, please use your main email address when purchasing to receive updates, or 2. your email account has marked ours as spam. Go into your email settings and mark our email address as safe and visit your spam folder to find our emails (some auto-delete weekly, so check fast!).
It's been almost two weeks since I ordered, but I haven't received anything.
As our shipping policy and the order confirmation email we sent you state, it can take 1-2 weeks until orders are even shipped out. Air mail will take an additional week.
Due to the high volume of orders and us only have four hands, please allow a wait of up to 1-2 weeks after date of purchase for your order to be assembled and shipped. It takes one week for payments to transfer to cover the costs of shipping.
Fern & Fungi is located in Ontario, Canada and ships within Canada, to the USA, Iceland, Ireland, the United Kingdom, and most of Europe. We are unable to ship to Africa, Asia, Russia, New Zealand, Australia, and Central & South America. This is mainly due to customs issues and the regulation of the herbs used in our products. We cannot make exceptions, we follow the law.
All international orders are shipped by small packet air mail. Shipment can take 5-12 business days to the USA and 6-14 business days to the UK and Europe. Please note air mail does not come with tracking or insurance. Please contact to request tracking and insurance for your order and be willing to pay double the fee.
Some orders are subject to additional shipping fees depending on the size and weight of the products ordered. If this is the case, you will be invoiced for the additional fees and your order will not be shipped until it is paid.
If you have provided an incomplete address and do not catch the error before your order is shipped, your order will automatically be returned to us by the post office at your expense (though it could take 1-4 additional weeks). As the error is yours, you will be charged for shipping again and must provide a complete and secure address before we will re-ship your order.
Back Orders and Out of Stock Items
If an item is out of stock there could be a 1-3 week waiting period for more of that product to be made or more supplies to be ordered as products are crafted in small batches by one person.
Refunds and Exchanges
Refunds can only be made before your purchase has been shipped. Please contact us to cancel your order and request a refund. If you require a refund after your order has shipped out, the cost of shipping is non-refundable.
Due to the consumable nature of most of the products, returns are not accepted unless the wrong item was received – if this has happened contact us right away to work out a speedy resolution.
Changes to your order may be made only before your order is shipped. Your order cannot be changed or have more products added to it after you have completed checkout.
Refunds will not be issued for items lost or damaged by mail couriers as we follow Canada Post’s shipping & packaging standards which ensure your items get there safely. Once a package leaves our hands, its fate is out of our control. Only parcels sent within Canada are insured and come with tracking. Canadian customers should hold onto their tracking number in case of issue.
Packages shipped as "small packet airmail international" do not come with insurance or tracking and are not eligible for refund claims via the postal service due to damage or non-delivery.
International customers are responsible for awareness of their country's import taxes and customs regulations for what products are allowed into their country/state/province.
International customers who did not receive their parcel may need to go to the post office to pay an import tax before their parcel is released to them.
Terms of Service
Purchaser agrees not to rely on Seller for instruction of use of any product. Apothecary products are for educational value only, come with no guarantee of effectiveness, and have not been reviewed or approved by Health Canada.
Purchaser agrees they have provided a correct and secure mailing address.
Purchaser agrees not to hold the seller responsible for a parcel lost or damaged by the post office.
Canadian customers are responsible for holding on to their parcel tracking number to file a claim for a refund through the post office if their item has been damaged or lost.
International customers recognize that parcels sent as "small packet international airmail" do not come with insurance and tracking and are not eligible for refunds via the postal service due to damage or loss.
International customers agree they are solely responsible for awareness of their country's import taxes and customs regulations for what products are allowed into their country.
Purchaser agrees that no refunds or exchanges can be made after their order has been shipped.
Purchaser agrees to re-pay for shipping if they have provided an incorrect address resulting in the return of their parcel to us.
Seller reserves right to refuse patronage and refund orders.