At Mercer of Montana, we strive to provide our customers with high-quality products and exceptional service. Please review our refund and return policy outlined below:

1. Refunds and Replacements: One-time Replacements and Refunds will be honored only for damaged items or business errors. To cut down on the carbon-emissions required for return shipping, we do not accept returns and instead ask you to recycle all damaged materials. We encourage customers to visit our FAQs page, contact our customer service team, or conduct forum research before making a purchase to ensure the product meets their needs.

2. Damaged or Non-Functioning Products: We will honor refunds or a one-time replacement for unused items that arrive damaged,  phytoplankton that has not survived transit, or any business errors. Please reach out to our customer service team with a photo of the damage, as well as a description of what is wrong with the product. If you believe your live phytoplankton product is no longer viable, please explain your assessment, including any relevant details or evidence. Microscope images are greatly appreciated for accurate assessment.

3. Refund Eligibility: Our live phytoplankton products are no longer eligible for replacement or refund should you choose a shipping method with an over 6 day delivery window. Exceptions include any business errors. 

4. Missing Packages: All packages are insured with USPS> Customers will need to file a claim with USPS should their package be missing but marked as delivered to the appropriate given address. 

5. Contacting Us: When contacting us regarding a return or refund, please specify your preferred resolution, whether it be a replacement or a refund.

We aim to provide our customers with a seamless and satisfactory shopping expereince, including propmt and reliable shipping services. 

• Processing Time: Orders are typically processed and shipped within 1-2 business days after payment confirmation, excluding weekends and holidays. To ensure product freshness and densities, we may need to delay your order. This will be promptly communicated via email. Orders placed before 10am CST, may ship same day. 

• Shipping Methods: We offer a variety of options, including standard, expedited, and express shipping. The available methods and associated costs will be displayed at checkout.

• Shipping Rates: Shipping rates are calculated based on the weight of your order, the selected method, and the destination address. You can estimate shipping costs by adding items to your cart and enternig your shipping address during checkout. 

• Delivery Time: Delivery times vary depending on the selected shipping method and the destination. Standard shipping typically takes 3-7 business days within the continental United States. Expedited and express shipping options are available for faster delivery. We do not recommend using any shipping method with a delivery window longer than 6 days. We cannot guarantee a product's viability if shipped with delivery windows longer than 6 days.

• International Shipping: We offer international shipping for select items. International shipping rates and delivery times may vary depending on the destination. Customers are responsible for any customs duties, taxes, or import fees imposed by their country's customs regulations. International orders are non-refundable and often take 1+ weeks to process through customs. 

• Order Tracking: Once your order has been shipped, you will receive a shipping confirmation email containing tracking information. You can track the status of your shipment using the provided tracking number.

• Shipping Restrictions: Certain items may be subject to shipping restrictions or regulations imposed by local authorities. We reserve the right to refuse orders or adjust shipping methods for restricted items accordingly.

• Shipping Address: Please ensure that your shipping address is accurate and complete to avoid any delays or delivery issues. We are not responsible for orders shipped to incorrect or undeliverable addresses provided by the customer.

• Shipping Damage or Loss: In the rare event that your order arrives damaged or is lost in transit, please contact our customer service team immediately for assistance. We will work with you to resolve any issues and ensure that you receive a satisfactory outcome.

Do not ingest our products. Our products have not been tested or approved for human consumption.  Buyer assumes all responsibility for the product once shipped. Please follow any disposal of phytoplankton in drains with vinegar or bleach to kill the algae and keep drains clear.

We are working hard to make every piece of your product and packaging eco-friendly. We are continuously updating our list of items that can be recycled or reused. Please review this list on our 'Recycle Me' page. 

Live Phytoplankton in Liquid Suspension:

• Use liquid phytoplankton products within 2 months.
• Refrigerate any liquid phytoplankton products. Invert (not shake) products daily to return cells to suspension. 

Phytoplankton Dish Starter Cells:

• Use within 8 months.
• Keep seal intact until use.
• Store upright in a dark, cool location.

PhytoPheed Hydro Algal Growth Medium:

• Use within 2 years.
• Store upright in a dark, cool location.
• DO NOT store near an open flame or heat source. 

FEEDING: Targeted dosing is suggested, directing at individual recipients by gently spraying 1-2mL each. Suspend all water movement, including skimmer, for 15-20 minutes while dosing. Begin dosage twice per week, increasing frequency as recipients and filtration have adjusted to regimen.

PROPAGATION: To inoculate your own culture, we suggest combining phytoplankton with DI filtered saltwater (1.014-1.022sg) at as close to a ratio of 1:1 as possible. Note: Successful cultures can be had at many different ratios, but increasing your ratio to 1:1 will give the highest chances of success. Add our PhytoPheed, a vitamin-rich growth medium, at a rate of 1mL for every 1L of total culture volume. Apply continuous aeration to gently move cells within the vessel and keep them in suspension. Provide light for a minimum of 16 hours a day. Ambient temperature should be no lower than a constant 79 degrees F. When the highest density has been reached in 7-10 days, the culture batch can be harvested for feeding use and/or used as inoculate for propagating subsequent batches.