Changing an Order

Unfortunately, we are unable to edit the varieties in an order once it has been placed. However, if your order hasn't yet been packed (see below), you can simply cancel your order and re-submit.

Cancelling an Order 

If you need to cancel an order, please use the "cancel order" function, using the information you received in the confirmation email. 

We are only able to process cancellation requests if your order has not yet entered the packing process (typically within 1 business day of placing the order). 

Please note that orders are filled in the order they are received, and inventory may be limited during periods of high order volume, including launches and promotions.

Questions? We are happy to help!  Reach out to us at customersuccess@phylos.bio.

REFUNDS

We are happy to refund your order, as long as:

• The order is cancelled before the order has entered the packing process, or 
• If we are unable to fill the order due to inventory availability.
  

If you need to cancel an order, please use the "cancel order" function on the ordering site for the fastest processing.

In the event of an order cancellation due to inventory availability, we'll confirm by email, using the email address provided with the order.

Funds will be returned via the original payment method within 3-5 business days. Please note that it can take up to 7-10 business days for your bank or credit card company to process and post the refund to your account.

RETURNS

Unfortunately, we are unable to accept returns after the order has shipped. Any additional costs associated with re-shipping are the responsibility of the customer.

Questions? We are happy to help! Please reach out to us at customersuccess@phylos.bio.

Will I get an order confirmation?

Once you submit your order, you'll receive a confirmation email with all the relevant details for your records.  

When your order has shipped, you'll receive a second email containing your tracking information.

What kind of packaging do you use?  

Our seeds are shipped in mylar packaging and heat-sealed for secure closure. 

What are my shipping options? 

We offer standard and expedited shipping options, and optional signature confirmation for deliveries. 

How fast will I get my seeds? 

Orders are typically shipped in 3-5 business days, in the order they are received. 

While we can’t control delivery, most orders are delivered within 3 business days of shipping.

Can I get expedited shipping? 

Yes! Select express shipping at checkout with optional signature confirmation. Additional charges apply. 

Please note that express orders are shipped Next Day Air and cannot be delivered to a P.O. box.

Can I make updates to my shipping information? 

• If you have not received shipping confirmation: If you ordered on our website, please update the shipping address via the "My Account" tab in the ordering system. For all other orders, please reach out to your sales rep or customersuccess@phylos.bio as soon as possible and we'll be happy to update your information. Please note that we are only able to make changes before the order enters the packaging process (generally within 24 hours of placing the order).
• If your order has already shipped: We recommend reaching out to the postal carrier with your tracking information to see if they are able to redirect your package.

Phylos is not responsible for shipping delays or damage caused by the carrier, for lost or stolen packages, or for package loss due to an incorrect delivery address provided at checkout. 

Questions? We are happy to help!  Reach out to us at customersuccess@phylos.bio.

Yes! We successfully ship internationally to licensed producers around the world, to countries where the importing country allows the importation of hemp seed and the US permits exports to the country, and we are able to accommodate the import country's requirements (for example, the tests required by the importing country are readily available). 

Our compliance and shipping teams are experienced in navigating these complex regulations, and work closely with international customers to ensure successful delivery.

Please note that due to the extensive documentation required, we generally only ship internationally for larger orders at the moment. You may qualify! Please contact our sales team to discuss your anticipated ordering volumes.

We look forward bringing the benefits of seeds to craft and smaller international growers in the future. Stay tuned!  

Questions? We're happy to help! Please reach out to us at customersuccess@phylos.bio.

My package didn't arrive, but the carrier tracking info says it was delivered. 

Unfortunately, once a package leaves our warehouse, it's out of our hands.  Please check with the carrier who can help track down your package.  

The tracking information says it was returned to sender. 

If the carrier is unable to deliver your package and it's returned to our warehouse, we'll email you to arrange a re-shipment of your original package. 

Please check your inbox, or you can reach out to us directly at customersuccess@phylos.bio. We are happy to help!

Please note that re-shipping will incur additional shipping fees.

Please contact us at customersuccess@phylos.bio with a brief description of your issue, and we will get back to you as soon as possible to help! Our Customer Support Team typically responds to inquiries within 2 business days, M-F, from 9am-5pm PST.

Our fulfillment team follows strict quality guidelines including photos taken at every step of the packing process, to help ensure the correct items and quantities are included in your shipment. 

However, we are only human! In the unlikely event you're missing an item, or have received a wrong item/order, please contact us immediately at customersuccess@phylos.bio with the following information and we'll work to resolve that right away:

1. Your order number
2. The name and quantity of the item(s) that you ordered
3. A clear photo of the product label(s) that you have received & the order packing slip

Once we've received the above info, our Customer Support team will reach out to assist you. 

ALL CLAIMS FOR ORDERS ARRIVING WITH MISSING/INCORRECT ITEMS MUST BE MADE WITHIN 5 DAYS OF THE DELIVERY DATE, & PRODUCT PACKAGES MUST BE UNOPENED/UNDAMAGED.

Yes. At Phylos, we measure everything we do by one standard: proven performance for growers. Our seed production is based on the same rigorous science and quality control we bring to our research, so every pack you receive is reliable and consistent. We back our commitment to delivering healthy, vigorous seed with extensive purity, germination, and health testing on every lot, and our germination standard to release commercial seed is 90% or above.

However, from sowing to harvest, we know things don’t always go exactly as planned. That’s why we include a buffer of extra seed—to help you achieve the target outcomes you rely on, in all kinds of environments. 

The Hemp Seed Donation Program aims to provide stable and reliable hemp seed varieties to BIPOC communities without capital investment. We supplied 1 million hemp seeds to BIPOC farmers across the nation. 

We have the honor to work with Oregon State University’s Hemp Equity Program and the National Black Farmers Association to distribute donated hemp seed. If you are interested in being considered for future hemp seed availability, email us at customersuccess@phylos.bio.

Unfortunately, no. We discontinued our genetic testing services and conducted our last customer genotyping run on September 30, 2021.  

Is there another lab you can recommend? Because the decision is unique to your situation, we don't specifically recommend or endorse other labs, but here are some tips to help you find one: 

• Check state regulatory restrictions - depending on the sampling process, you might need to be in the same state. 
• Look for labs at university extensions, like Oregon State University’s Seed Lab for industrial hemp

If you submitted a sample for genotype testing and identified yourself or your organization on the Galaxy as the submitting party (i.e. you didn't make it anonymous), you can use that data as a public record to show that you had possession of that variety as of a specifc date. This information can be useful in supporting a claim of intellectual property protection.  

Is Phylos able to claim ownership of my data or the plants that I took samples from?

No. By law only an inventor or owner of a variety can apply for patent protection of the variety. Every customer retained full ownership and ownership rights in the samples they submitted, including:

• The genetic data generated from the test, which was used to create a genotype report;
• The plants and any dead plant matter submitted; and
• Any current or future rights you may have in plant protection of your varieties.

Ownership Rights

Every customer retains full ownership and ownership rights in the samples they submitted, including:

• The genetic data generated from the test that was used to create a genotype report;
• The plants and any dead plant matter submitted; and
• Any current or future rights you may have in plant protection of your varieties.

How do I access my genotype report?  

The Phylos Genotype Test analyzed approximately 2,000 SNP/marker locations to provide genotype reports and place the variety on the Phylos Galaxy in relation to other varieties.

If you opted in to public data sharing at the time you submitted your test, your data was sent in the data publication to the The European Bioinformatics Institute (EBI). The European Variation Archive (EVA) is an open-access, public database of all types of genetic variation data from all species. To download data, visit EBI’s archive. 

Pdf copies of genotype reports are still available through Phylos, but we aren't able to guarantee that we'll store them indefinitely now that the testing service has closed. To request a copy of your report, please contact our Customer Services team and provide the name of the person or organization you used to submit your sample.

Please refer to our Data Policy for more information.

The 3D interactive Galaxy is no longer live unfortunately, but you can learn more about this project on our Phylos Galaxy videos on YouTube. 

For growers that submitted samples for genotyping and helped build the Galaxy, thank you! That was an amazing community effort. We hope you found value in the information about your strain and its heritage, and seeing it visualized in relation to other strains.  

The data generated from the tests and used to create the Galaxy were uploaded in a data publication to the The European Bioinformatics Institute (EBI), for any customer that opted in to public sharing. This allows customers to use the data to protect their strains, and scientists around the globe to perform population genetic studies to better understand and advance the foundational knowledge of the cannabis genome.

The European Variation Archive (EVA) is an open-access, public database of all types of genetic variation data from all species. To download the data, visit EBI’s archive.

Yes. With customer permission, we published the data from these tests to The European Bioinformatics Institute (EBI). This allows customers to use the data to protect their strains, and scientists around the globe to perform population genetic studies to better understand and advance the foundational knowledge of the cannabis genome. 

The data is public, and anyone can access, view, and benefit from this data.

The European Variation Archive (EVA) is an open-access, public database of all types of genetic variation data from all species. To download all public Phylos-collected genotype data, visit EBI’s archive.

Our last upload was in November, 2021. 

The Phylos Plant Sex Test and Genotype Test are no longer accepted for processing as of September 30, 2021. The Phylos Galaxy, full customer account access, sex test results, and genotype reports will all remain available through our website for the foreseeable future. We recommend printing and downloading your reports and taking screenshots (Windows, Mac, and Chromebook) of your constellations if you would like to retain visual representations of your variety in the Galaxy. Learn more about the discontinuation of the Phylos Plant Sex Test and Genotype Test. If you have any questions, email us at customersuccess@phylos.bio.