faqs
Things to know
Ordering
HOW CAN I CONTACT YOU?
If you have any questions please send us a message using the form at Contact us and a member of our team will get back to you as soon as possible. Please note that we strive to get back to all customers within 1-2 business days, however with increased volume due to the current climate it may take our team a little longer than usual. We thank you for your patience and understanding.
ARE YOU A CANADIAN COMPANY?
Yes! We are a proudly born, raised, and operated Canadian company.
WHERE ARE YOU LOCATED?
HOW CAN I STAY UP TO DATE ON NEWS, PROMOTIONS AND EVENTS?
To stay in the know, sign up for our newsletter at the bottom of our site!
Order Status
WHERE CAN I PURCHASE mushroomroom PRODUCTS?
All of our products are available for purchase online at www.mushroomroom.co. For more information, reach out to us using the form at Contact us.
WHAT IF THE ITEM I WANT IS OUT OF STOCK?
If a product you are looking for is out of stock, click on the product page, and enter your email address to be notified as soon as it becomes available!
CAN I ORDER OVER THE PHONE?
We ask that all orders are placed through our online site directly. If you have a question about the products or ordering process, feel free to reach out to us using the form at Contact us.
WHAT PAYMENT METHODS ARE ACCEPTED?
We accept payment via Amex, MasterCard, and Visa.
HOW DO I USE MY DISCOUNT CODE?
To apply your discount code, proceed to check out and enter the code in the “coupon code” field on the shipping page. Please note that discount codes cannot be stacked with other promotions or events.
IF I MISSED THE SALE OR FORGOT TO ADD THE CODE, CAN I STILL ACCESS THE DISCOUNT?
We are unable to add discount codes or promotions to orders once payment has been processed and the order is confirmed in our system. Discount codes are only eligible during their promoted period and cannot be extended before or after.
Shipping
CAN I EDIT THE ADDRESS ON MY ORDER?
Once an order is placed, we are unable to edit or make changes. We can try to update the address through one of our couriers. Please keep in mind that this process is never a guarantee and varies depending on the status of the shipment. Please send us a message using the form at Contact us with the changes required and we will do our best!
DO YOU SHIP INTERNATIONALLY?
We ship orders within Canada and the US. If you are interested in shipping internationally, additional shipping charges may apply. Feel free to reach out to us directly at using the form at Contact us.
HOW LONG WILL IT TAKE MY ORDER TO SHIP?
We will ship your order order as soon as possible, however please see contact us for information on any possible delays. It may take up to 3 weeks for our team to prepare and ship your order.
WHY WAS MY CREDIT CARD CHARGED BUT MY ORDER HASN'T SHIPPED?
Prepayment is required for all orders placed through our site. Our team is working hard to have your products ready to ship, however our fulfillment timelines are extended. For more information, please Contact us.
MY ORDER HAS SHIPPED BUT SEEMS TO BE DELAYED. WHY IS THIS?
Canada Post and UPS are processing and delivering a higher than normal volume of orders, while implementing measures in order to keep their team and communities safe. Continue to keep an eye on your tracking number to follow the status of your order.
HOW DO I KNOW IF MY ORDER HAS BEEN LOST?
Due to the safety measures put in place by couriers to keep communities safe, you may experience a delay in the delivery of your order. Please note that it may not be lost, but taking longer than usual to arrive. Continue to keep an eye on your tracking number and thank you for your patience and understanding! Please note that claims for lost orders may take between 5-7 business days to resolve.
WHAT IF MY ORDER HAS BEEN MARKED AS DELIVERED BUT I HAVEN'T RECEIVED IT?
If your order has been marked as delivered but has not arrived, please check the surrounding area where packages are usually left or with your building’s receptionist/concierge. Sometimes couriers will mark an order as delivered 24-48 hours early. If you have still not received it after this time frame, let us know and we will investigate further.
Returns
WHAT IS YOUR RETURN POLICY?
We are happy to return your Halfmoon purchase as long as the product is unused, in its original packaging, and within 30 days of receiving the product. If you purchased your Halfmoon products elsewhere, that establishment’s return/exchange policy then takes effect. Sale items are final sale and are not eligible for return. Items that have been misused, altered, or improperly used are not eligible for return (i.e. normal wear, scuffing, creasing due to improper storage, wear and tear on bolster covers).
HOW DO I RETURN MY PURCHASE?
To return your product that was purchased online, please send a message using the form at Contact us with the subject “Return”, and in the body include the details of and reason for your return. A member of our team will get back to you shortly with further instructions.
WHAT IF THE PRODUCT I RECEIVED IS DAMAGED?
We are sorry to hear something has gone wrong with one of your mushroomroom products. We strive to develop all our products to be of the highest quality, free of manufacturer defects. If you have a question about the quality of an item you received please send us a message using the form at Contact us outlining when the product was purchased, where, and images of the issue you are experiencing and a member of our team will assist.
HOW LONG DOES IT TAKE TO PROCESS A RETURN?
We’re processing returns within 5-7 business days once your order reaches our warehouse. We are taking additional measures at our warehouse to keep our community, team, and partners safe which may cause delays in processing your return. Please feel free to reach out if you haven’t heard about the status of your return after 7 business days.