Frequently Asked Questions
Everything you need to know about Matrix Genetix products, ordering, shipping, payment, storage, and customer support.
If you don’t see your question here, our team is happy to help.
Products
What products does Matrix Genetix offer?
Our collection includes mushroom chocolates, gummies, capsules, beverages, dried products, and other specialty products. Our selection continues to evolve, so check the shop for our latest offerings.
What are mushroom fruiting bodies?
The fruiting body is the part of a mushroom that grows above the substrate and produces spores—the familiar mushroom structure you can see and handle. Fruiting bodies contain naturally occurring compounds and are one of the primary forms of mushroom material used in mushroom products.
Where can I find product ingredients?
Each product page includes the applicable ingredient information. Product details are also provided on the packaging.
Are all Matrix Genetix products made with the same ingredients?
No. Each product has its own formulation, ingredients, flavor, and format. Visit the individual product page for the specific details of the product you’re interested in.
Are your products vegan?
Many of our products are made with plant-based ingredients. Check the individual product page for the most current dietary information.
Do you offer different flavors?
Yes. We offer a variety of flavors across our collection, with new products and flavors introduced periodically.
Will my product look exactly like the photos?
Our photography is designed to represent our products accurately. Because some products contain natural ingredients, slight variations in color, texture, or appearance can occur between batches.
Product Quality & Storage
How should I store my products?
For the best quality, follow the storage instructions on your product packaging. Keeping products in a cool, dry place away from direct sunlight is generally recommended.
How long do Matrix Genetix products stay fresh?
Chocolate and gummies: For the best long-term quality, we recommend refrigeration. When properly stored in the refrigerator, they can generally be kept for a few months without noticeable loss of potency.
Other products: When stored correctly, many of our other products can maintain their quality for a year or longer.
Always follow any product-specific storage instructions and the date provided on the packaging.
Can I refrigerate my chocolate and gummies?
Yes. Refrigeration is recommended for longer-term storage of our chocolates and gummies and can help preserve their quality.
Why might products from different batches look slightly different?
Natural ingredients and production batches can have subtle differences in appearance, texture, aroma, or other characteristics. This is normal for products containing natural materials.
Responsible Use
Who should use caution before consuming a product?
Always review the ingredients and product information before consuming. If you are pregnant or breastfeeding, have a medical condition, take medication, or have questions about whether a product is appropriate for you, consult a qualified healthcare professional.
Can I consume Matrix Genetix products with medication?
If you take prescription or over-the-counter medication, consult your healthcare professional if you’re unsure whether a particular product is appropriate for you.
Can I consume these products with alcohol?
We recommend enjoying products on their own rather than combining them with alcohol or other substances.
Can I drive after consuming a product?
Do not drive or operate machinery if you may be impaired or otherwise unable to safely perform those activities.
Ordering
Do I need an account to place an order?
No. An account is not required. You can check out as a guest and complete your purchase without creating an account. Creating an account is optional and can simply make future orders and order tracking more convenient.
How do I place an order?
Choose your products, select your quantities, add everything to your cart, and complete checkout. It’s that easy.
Can I order multiple products together?
Absolutely. You can combine available products in the same order and create your own mix of favorites.
Do you offer bundles?
Yes. We offer curated bundles and promotional combinations from time to time. Check the shop for current bundle options.
Can I create my own assortment?
Where applicable, yes. Our multi-product options are designed to give you flexibility to explore different products and flavors.
Do you offer discount codes?
Yes. We periodically offer promotions, seasonal offers, and discount codes.
Can I use more than one discount code?
Promotions may have their own terms. If multiple offers can be combined, the applicable terms will indicate this at checkout.
Can I change my order after placing it?
If you need to make a change, contact us as soon as possible. We’ll do our best to accommodate the request before your order enters fulfillment.
Can I cancel my order?
Contact us as soon as possible if you need to cancel an order. We’ll check the current status and help with the available options.
Shipping
Where does Matrix Genetix ship?
We ship worldwide. International shipping options are available for destinations supported by our shipping carriers and checkout system.
How quickly are orders shipped?
Most orders typically leave our facility the same day to within 2–3 days of ordering, depending on when the order is placed, order volume, weekends, and holidays.
What shipping service do you use?
We use priority shipping services whenever available for the selected destination and shipping method.
How long does delivery take?
Delivery time depends on your destination and the shipping service selected. Once your order is on the way, your tracking information will provide the most current estimate.
Will I receive tracking?
Yes. Tracking information is provided once your order ships, allowing you to follow its progress.
My tracking hasn’t updated yet. Should I be concerned?
Not necessarily. Carrier tracking can occasionally take some time to update between scans. Give it a little time and check again. If you have questions about your shipment, our support team is happy to help.
My package says delivered. Where is it?
Start by checking your usual delivery area and nearby secure locations. If you still can’t locate it, contact us with your order information and we’ll help you work through the next steps.
Do you use discreet packaging?
Yes. We keep the outside of your package simple and discreet.
Do you ship internationally?
Yes. We ship worldwide. International delivery times vary by destination, and some locations may have additional customs or import procedures.
Payment & Checkout
What payment methods are available?
Available payment options are displayed during checkout.
Can Matrix Genetix see my payment information?
No. We cannot see or access your full payment information. Your sensitive payment details are handled securely by the applicable payment provider. We receive the information necessary to process and fulfill your order, but we do not have access to your complete card or payment credentials.
Is my payment information stored by Matrix Genetix?
Your complete payment credentials are not accessible to our team. Payment information is handled through the applicable payment-processing system according to its security and privacy practices.
Why didn’t my payment go through?
Payments can occasionally be declined by a bank or payment provider. If this happens, double-check your information and try an available alternative payment method.
I see a pending charge. What does that mean?
A temporary authorization can sometimes appear while a payment is being processed. If an order wasn’t completed, the authorization is generally handled automatically by your bank according to its processing timeline.
Is checkout secure?
We use established payment-processing technology to securely process available payments through checkout.
Returns, Refunds & Order Support
Do you accept returns?
Because our products include consumable items, return options vary by product. Contact us first and we’ll be happy to help.
Can I get a refund?
If there’s an issue with your order, contact our support team. We’ll review the situation and work with you on the appropriate resolution.
I received the wrong item. What should I do?
Contact us with your order number and a photo of the item you received. We’ll review the order and help make it right.
Something is missing from my order. What should I do?
Send us your order number and let us know what’s missing. We’ll check the order details and help resolve the issue.
My order arrived damaged. What should I do?
Take a few photos of the package and product and contact support with your order number. We’ll review it and help get things resolved.
My package was returned to the sender. What happens next?
Contact our support team with your order number and we’ll review the shipment and help determine the next step.
Subscriptions
Do you offer subscriptions?
Subscription options are available on select products when displayed on the website.
Can I cancel my subscription?
Yes. You can cancel an active subscription before the next scheduled order is processed.
Can I change my subscription?
Where available, you can adjust your subscription details, including product, quantity, or frequency.
When will my subscription renew?
Your renewal schedule is shown when you create your subscription and in your subscription details.
Wholesale & Bulk Orders
Do you offer wholesale?
Yes. We work with qualifying businesses and retail partners. Contact us with your business information and the products you’re interested in carrying.
Do you offer bulk pricing?
Yes, bulk opportunities may be available depending on the products and quantities. Reach out to our team for current options.
How can I become a retail partner?
Send us your business information, location, and the products you’re interested in. Our team can provide information about available wholesale opportunities.
Privacy
Is my information kept private?
Yes. We respect your privacy. We only collect information needed to operate our store, process orders, communicate with customers, provide shipping updates, and support your experience. Your sensitive payment information is handled by our payment providers and is not visible to our team. We do not need an account for you to place an order, and we do not require unnecessary personal information simply to make a purchase. We use appropriate safeguards to protect customer information and handle it responsibly.
Customer Support
How do I contact Matrix Genetix?
Use the contact options available on our website. For order questions, include your order number so we can find your order quickly.
What should I include in my message?
For the fastest assistance, include:
- Your order number
- Name used for the order
- Email used at checkout
- Your question or issue
- A photo or screenshot when helpful
How quickly will I receive a response?
Our team responds as quickly as possible. Response times can vary depending on current message volume.
Before You Check Out
What should I check before placing my order?
Before completing checkout, simply make sure:
- You’ve selected the products and quantities you want.
- Your shipping address is correct.
- Your contact information is accurate.
- You’ve reviewed the product information.
- You’ve applied any applicable promotion.
Then you’re ready to go.
Where can I find the latest product information?
The individual product page is the best source for current product details, availability, ingredients, pricing, and other product-specific information.
I still have a question. Can I contact you?
Absolutely. If you can’t find what you’re looking for here, reach out to our support team. We’re happy to help.