FAQ
Most frequent questions and answers
GENERAL QUESTIONS
WHERE ARE YOU BASED?
We are based in the South East of England, United Kingdom. Our registered address is: Kent Space, Suite 2026 8-9 Revenge Road, Chatham, England, ME5 8UD
WHAT MUSHROOMS WILL GROW IN YOUR KITS?
All of our products will only grow mushroom species that are legal to cultivate in your country. In the UK where our company is based, certain species of mushrooms are illegal to grow. We are against the cultivation of these species in our jurisdiction, this is in accordance with UK laws and regulations. Our company is committed to compliance with all UK laws relating to the misuse of our product. We advise customers to check the laws of their country to ensure compliance with the local regulation. Our company makes an effort to prevent misuse of our products, if we believe a customer is misusing our products, we reserve the right to refuse service and block any persons from purchasing our products.
WHAT MUSHROOMS ARE LEGAL TO GROW?
Our products are meant for responsible and legal use. The proper use guidelines are included on the product packaging as well as on our website. Please make sure you read and understand them before use. Misuse can result in damage to the product, potential health hazards and none compliance of laws and regulation. Which our company is against.
WHAT ARE THE GUIDELINES FOR USING MARTIAN MUSHROOMS PRODUCTS SAFELY?
This will depend on the country you are in. We are in the UK and adhere to all laws and regulation in regards to growing mushrooms. Some species are illegal to grow in the UK, cultivating these species in the UK is misusing our products and will lead to refusal of service.
However laws and regulations vary by country, so if you are not in the UK please contact regulators and research the laws of your country so you can maintain compliance of your jurisdiction.
WHAT CONSTITUTES MISUSE OF PRODUCTS?
Misuse of products includes, but is not limited to:
- Using products for purposes other than those indicated in our guidelines.
- Neglecting to follow safety instructions provided with each product.
- Modifying the product in any way without approval from Martian Mushrooms.
- Using the product in conjunction with any illegal substances or activities.
I'VE NEVER GROWN MUSHROOMS BEFORE, WHERE DO I START?
We understand what it’s like to be a beginner. The mushroom megaverse is a fast and sometimes confusing place. That’s why we’ve done our very best to compile the most comprehensive grow guides around, to help you get started on the right footing. All this information and instructions for our kits can be found on the guides section of our website. In these guides, we cover all the information you will need to grow mushrooms, from start to finish. We have also compiled a troubleshooting tips and tricks guide to help if you get stuck.
If you have a separate question about growing mushrooms that we do not cover in our guides, feel free to contact us. We are always happy to offer our expertise and help take your grow to the next level.
I AM INTERESTED IN YOUR WHOLESALE PRODUCTS
This is certainly something we can help you with. We offer some great discounts on our full range of products at Martian Mushrooms.
Please contact us via our wholesale page for more information, and to get our prices list.
I SENT YOU AN EMAIL BUT NEVER RECEIVED A REPLY?
We take pride in our customer service, so we will always try to reply to your email as fast as we can. If you do not get a response to your question within 24 hours, please contact us again and make sure to check your spam folder just in case. Alternatively, contact us via the messaging icon on the bottom right of your screen.
NONE OF MY QUESTIONS HAVE BEEN ANSWERED, HOW DO I CONTACT YOU?
If we did not answer any of your questions above, then contact us here. We are always happy to help and look forward to hearing from you.
DELIVERY QUESTIONS
DO YOU SHIP TO MY COUNTRY?
We offer global shipping. For orders within mainland UK, we provide free shipping with no minimum spend required. For orders outside mainland UK, shipping fees will vary depending on the destination.
HOW CAN I CHECK MY ORDER STATUS?
The easiest way to keep up to date with the progress of your order is to make an account with us. There you can log in and check payment status, dispatch date and access your tracking information.
We will also send you an email at each step of the process. If you have not received an email from us, it is worth checking your junk mail as often they’ll be hiding there. If not, get in contact with us and a member of our team will be happy to assist.
HOW LONG IS DELIVERY?
We ship orders with Royal Mail or DPD Express, with most deliveries arriving within 24 hours after dispatch.
Our fresh or perishable products (kits, substrates etc) are made to order. Therefore, please allow 2 to 3 days for us to prepare and dispatch your order, especially during busy periods.
You will receive a dispatch email with tracking info once the order has been dispatched, so that you can keep up to date with its progress.
DO YOU SHIP IN DISCREET PACKAGING?
We have the utmost respect for your privacy. All orders are sent with plain discreet packaging.
WHERE IS MY ORDER?
Orders usually arrive within 24-48 hours after dispatch (except for bulk orders). If it’s still not delivered by then, please contact us so we can track it for you.
WHY IS MY ROYAL MAIL TRACKING NUMBER NOT WORKING?
If you chose Royal Mail 24 as your shipping method, you will be provided with a tracking number in your shipping confirmation email. But don’t be confused if you can’t track it on their website. An update on the tracking will only be shown once Royal Mail attempts delivery of your parcel.
HOW DOES IT WORK WITH INTERNATIONAL CUSTOMS?
We very rarely have issues with shipments from our international customers. But since each country has different importation laws, it might be worth confirming with your customs office to avoid any parcel holds & delays.
HOW CAN I CANCEL MY SUBSCRIPTION?
You can easily cancel your subscription anytime by logging in to your Martian Mushrooms account here
PAYMENT QUESTIONS
WHAT ARE YOUR AVAILABLE PAYMENT OPTIONS?
We offer a number of different secure and hassle-free payment options. Please visit out payments page for details and instructions.
If you have any further questions or need help making a payment, please don’t hesitate to contact us
HOW WILL YOU CONFIRM MY PAYMENT?
Once your payment has been received by us, we will email you an order confirmation to confirm the purchase.
If you do not receive a payment confirmation within 24 hours, please contact us and make sure to check your spam folder just in case. Alternatively, contact us via the messaging icon on the bottom right of your screen.
WHY DID MY PAYMENT FAILED WHEN THE AMOUNT WAS DEDUCTED FROM MY BALANCE?
The most common cause of failed payments is the incorrect billing address postal code. When paying, make sure your postal code matches the one registered on your card.
If the amount was deducted from your balance, it will be returned within 24 hours.
GROW KIT QUESTIONS
MY GROW KIT HAS CONTAMINATED, HELP!
Biological products, by their very nature, can be unpredictable and sometimes things don’t go as planned. Growing mushrooms is always a battle against contamination, and sometimes it wins.
When things go wrong, don’t worry. We offer replacements for contaminated kits or substrates as per our guarantee.
MY GROW KIT IS NOT COLONISING, WHAT CAN I DO?
This is a common issue that can occur during the growing process, but don’t worry it is usually pretty easy to overcome. In fact, we’ve put together a handy troubleshooting guide to help answer the most common issues people have when growing mushrooms.
If you have any further questions that aren’t covered in the guide, then please don’t hesitate to ask. We’re always happy to help as best we can.
WHAT IS INCLUDED IN MARTIAN MUSHROOMS GROW KITS?
With your Martian Mushrooms Grow Kits, you will receive a sterility pack, mister bottle & fruiting tent. A physical grow guide is not included, as you can find our guides here
PRODUCT QUESTIONS
HOW LONG CAN GROW KITS BE STORED?
A grow kit can be stored for months but we strongly advise you to inoculate it immediately. If you do not plan to inoculate your kit right away, it is best practice to store it in the fridge to keep it as fresh as possible.
HOW LONG CAN LIQUID CULTURES BE STORED?
There will be an expiry date on any gourmet liquid culture purchased from us. Please store liquid cultures in the fridge, but NEVER freeze!
HOW DO I USE MY GROW KIT?
To help new growers as best we can, we have put together a range of grow guides, each one gives a detailed, step-by-step process on how to use our kits and substrates and more. We also give some of our own tips and tricks to maximise your grow. We highly recommend reading through the guide fully before starting your grow, this will ensure the highest chance of success if you follow the steps correctly.
If you have questions that aren’t covered in the guide, then please don’t hesitate to ask. We’re always working on improving our teaching resources to help people grow better, so your feedback is invaluable!
WHERE ARE MARTIAN MUSHROOMS GROWING PRODUCTS MADE?
All Martian Mushrooms growing products are made here in the UK, under ISO cleanroom conditions.
AN ITEM ARRIVED DAMAGED OR WAS MISSING FROM MY PARCEL. WHAT SHOULD I DO?
If an item arrived damaged or was missing from your parcel, please contact us so we can assist you better. You can also talk to us using live chat or leave us an offline message and we’ll get back to you as soon as possible.
CAN I RETURN MY ORDER?
If you would like to return your order, please refer to our Return & Refund Policy page.
You may also contact us for further assistance.