Shipping & Refunds
SHIPPING
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. Shipping is through validated shipping carriers.
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.
Do you ship internationally?
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!
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.
I have a concern with the package I received.
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:
- Your order number
- The name and quantity of the item(s) that you ordered
- 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.
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.
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! Reach out to us at customersuccess@phylos.bio.