FAQs

What are your shipping rates?

Canada (CAD)

• CA$0.00–19.99: CA$8 shipping
• CA$20.00–49.99: CA$6 shipping
• CA$50.00 or more: free shipping

United States (USD)

• US$0.00–49.99: US$15 shipping
• US$50.00–99.99: US$9 shipping
• US$100.00 or more: free shipping

Mexico

• Orders of CA$125.00 or more qualify for free shipping.
• For orders below CA$125.00, the current rate is shown at checkout.

Orders shipping outside Canada may be subject to duties, taxes, or customs fees.

How quickly do you process orders?

On shipping days, orders placed before 2 PM ET ship the same day. Orders placed after 2 PM ET ship the next shipping day. Shipping days are Monday through Friday, excluding holidays. You’ll receive a tracking link by email when the order is on its way.

How long will delivery take?

Most Canadian orders arrive within 2–7 business days, depending on the destination. For other destinations, use the delivery estimate shown at checkout and in the tracking details.

My tracking has not updated. What should I do?

Tracking can take a little time to refresh after a label is created. Please contact [email protected] if a Canadian shipment has had no tracking movement for 7 business days, or an international shipment has had no movement for 14 business days. Include your order number so we can check the verified tracking record.

You are in control of your Ecogenya subscription. You may use the options in your subscription portal without needing to explain your decision or accept an alternative.

Manage your subscription

Log in to your Ecogenya account and open Manage subscription. The portal will show the options currently available for your subscription, which may include changing the next date, skipping or pausing a delivery, updating account details, or cancelling.

Cancel a subscription

Select the subscription you want to cancel and follow the cancellation confirmation shown in the portal. Cancelling a subscription stops future renewals; it does not automatically cancel or refund an order that has already been processed.

If an order has already renewed

Email [email protected] as soon as possible with the order number and the change you need. We will check the order’s current status before confirming whether it can be changed or cancelled. Changes cannot be guaranteed after fulfilment has begun.

Need help with the portal?

Email [email protected] with the email address used for the subscription and a brief description of what you want changed. We will help with that request directly—without requiring you to pause, switch products, or accept a discount first.

You have 30 days after receiving your item to request a return.

To be eligible, the item must be in the same condition in which you received it, unopened, and in its original packaging. You will also need the receipt or other proof of purchase. Our satisfaction guarantee is limited to the value of a one-month supply.

Start a return

Email [email protected] before sending anything back. If the return is accepted, we will provide a return shipping label and instructions explaining how and where to send the package. Items sent without first requesting a return will not be accepted.

Damaged, defective, or incorrect items

Please inspect your order when it arrives. Contact us immediately if an item is defective or damaged, or if you received the wrong item, so we can review the issue and make it right.

Items that cannot be returned

Certain items cannot be returned, including perishable goods, custom or personalized products, personal care goods, hazardous materials, flammable liquids, and gases. Sale items and gift cards are also non-returnable. Contact us if you are unsure whether your item is eligible.

Exchanges

The fastest way to receive a different item is to return the original item. Once that return is accepted, place a separate order for the new item.

Refunds

We will let you know after we receive and inspect the return whether the refund is approved. Approved refunds are sent automatically to the original payment method within 10 business days. Your bank or card provider may require additional time to post the refund.

If more than 15 business days have passed since we approved your return, please contact [email protected].

European Union 14-day cooling-off period

For merchandise shipped into the European Union, you may cancel or return an order within 14 days for any reason and without justification. The item must be in the same condition in which it was received, unworn or unused, with tags where applicable, in its original packaging, and accompanied by proof of purchase.

If an item arrives damaged, defective, incorrect, or is missing from your order, please email [email protected]. Include your order number, the affected item, and a short description of what happened so we can review it promptly.

An item arrived damaged, defective, or incorrect

Please include one clear photo of the item and, when relevant, the packaging or shipping box. We’ll review the details and confirm the appropriate next step.

An item is missing from my order

Larger orders can sometimes arrive in more than one package, so first check your tracking email for a second shipment. If an item is still missing, tell us which item did not arrive and include a photo of the packing slip if you have it. We’ll verify the fulfillment and shipping records and follow up.

How much should I take?

Directions vary by product and format. Please follow the Suggested Use on the current product page or package. Powders, capsules, tablets, tinctures, and pet products do not share one universal amount.

If the website and your package appear to show different directions, please contact us at [email protected] with the product name and a photo of the label so we can confirm the correct information.

Can I take more than the suggested amount?

We recommend following the amount shown on the current product label. Taking more is not necessarily better. If you have a health condition, take medication, or are pregnant or nursing, please speak with your healthcare provider before using a supplement or changing how you take it.

How do I take the powders?

Most of our powders can be mixed into water, coffee, tea, smoothies, or food. Check the individual product page or package for any product-specific directions.

What about pet products?

Use pet products only for the species listed on the current label and follow that product’s exact feeding directions. If your pet has symptoms, a diagnosed condition, takes medication, is pregnant, or is receiving treatment, please ask your veterinarian before use.

A note on health

Our products are foods and supplements, not medicine. They are not intended to diagnose, treat, cure, or prevent any condition. We can explain ingredients, labels, and product directions, but personal medical advice should come from a qualified healthcare professional or veterinarian.

The right choice starts with the ingredient and format that fit your routine. There is no single best product for everyone, and you do not need to build a stack to get started.

Start with the ingredient

If you already know which ingredient you want, choose a product that contains that ingredient and review its current product page. A single-ingredient product keeps the choice simple. Super 7 is a blend of seven mushrooms for customers who specifically prefer a blend.

Choose a format you will use consistently

• Powders can be mixed into drinks or food.
• Capsules and tablets offer a measured, convenient format.
• Tinctures are liquid and should be used according to their own label.

Directions and serving amounts vary, so always follow the current label for the exact product and format you purchase.

Choosing for a pet

Choose only products clearly labelled for pets and confirm whether the current label is intended for dogs, cats, or both. Treats, chews, meal enhancers, and pet mushroom powders each have their own ingredients and feeding directions.

Need help comparing products?

Geny can compare the ingredients, formats, and current label directions of specific products. Tell Geny which products you are considering and whether the product is for you or a healthy pet. Geny will keep the answer focused and will not add a bundle or extra product unless you ask.

If your question involves a health condition, symptoms, medication, pregnancy, nursing, or treatment, please speak with a qualified healthcare professional or veterinarian before choosing a product.

Ecogenya offers extracts under several product lines. The important differences are the label, packaging, sourcing, and availability—not a reason to assume that one line is automatically better than another.

Gourmet and Fantastic Fungi

When the mushroom and format match, the Gourmet and Fantastic Fungi versions are the identical product from the same batch. The difference is the packaging and label.

Fantastic Fungi is our NPN-labelled line. Gourmet products should not be described as NPN-certified simply because an identical Fantastic Fungi version exists.

Why might a Fantastic Fungi product be unavailable in Canada?

We recently moved to a new building and have been updating our licences to reflect the new location. The process can temporarily pause Canadian sales of a particular Fantastic Fungi-labelled product. When its exact Gourmet match is available, it is the same product from the same batch in different packaging.

Continental

Our Continental line uses extracts sourced globally and selected to meet Ecogenya’s quality standards. Please review the current product page for the exact ingredient, source, format, and directions of the item you are considering.

Which line should I choose?

Choose the available product in the ingredient and format you want. If you would like us to confirm an exact Gourmet and Fantastic Fungi match, contact [email protected] with the product name. We will compare the specific products without switching you to another format or ingredient.

Some Fantastic Fungi products may be temporarily unavailable for Canadian delivery. This does not necessarily mean the underlying product has been discontinued.

Why is it temporarily unavailable?

We recently moved to a new building and have been updating our licences to reflect the new location. The process is slow, so Canadian sales of some Fantastic Fungi-labelled products must remain paused until the applicable updates are complete.

Is the Gourmet version the same product?

When the ingredient and format are an exact match, the Gourmet and Fantastic Fungi versions are the identical product from the same batch. The difference is the packaging and label.

A powder should only be matched with its corresponding powder, and a capsule should only be matched with its corresponding capsule. We will not describe a different ingredient, format, or size as an identical replacement.

How do I find the exact match?

Contact [email protected] with the full product name or a link to the product you wanted. We will confirm whether an exact Gourmet match is currently available and send one direct link when it exists.

What does NPN mean here?

Fantastic Fungi is our NPN-labelled line. Gourmet products are not themselves NPN-registered, even when a matching Gourmet product contains the identical product from the same batch.

Start with three things: your pet’s species, the role you want the product to play, and the directions on the exact product page.

• Meal toppers and gravies: for everyday meals and added appeal.
• Duck treats and chews: for rewards and training; suitability varies by cut.
• Mushroom powders: for a simple measured daily routine mixed into food.

Use the pet wellness finder

Our pet wellness finder asks a few simple questions and suggests a practical place to start. You can also browse the dog collection or cat collection.

Before serving any product

Check the exact product page for species suitability, ingredients, serving directions, and size guidance. Introduce new foods gradually. Pet products should complement a complete and balanced diet. For individual dietary needs or health concerns, speak with your veterinarian.

Use the directions on the exact product page and introduce new foods gradually. Start with a small amount, keep the rest of the meal familiar, and increase only as the product directions allow.

Toppers, gravies, and mushroom powders

Sprinkle or stir the measured serving into food. Some toppers can also be mixed with warm water when the product directions say so. These products should complement—not replace—a complete and balanced diet.

Treats and chews

Choose a product marked for your pet’s species and size. Break treats into smaller pieces when needed, supervise all chews, and keep treats to roughly 10% of daily calories.

General care

Always provide fresh water. Stop serving a new product if your pet has an unexpected reaction. For allergies, medical conditions, medications, pregnancy, or individual dietary needs, ask your veterinarian before use.

For more detail, see our pet feeding guide and pet topper guide.