Reporting an Issue: Damaged, Missing, or Wrong Items
While we strive for perfection, we recognize that mistakes sometimes happen. If your order arrived damaged, is missing an item, or contains the wrong product, we want to make it right immediately.
How to Report an Issue
To help us resolve this quickly, please submit a request through our official portal: ? Submit a Request Here
Our team reviews these requests as a priority, and we will contact you via email with a solution as soon as possible.
Tip: To speed up the process, please include your Order Number, and thorough description of the issue. Any photographs or other relevant attachments can be sent in a reply to the automated "Your ticket has been received" email.
Liquid Yeast & Ice Packs: Frequently Asked Questions
A common concern for brewers is receiving liquid yeast that feels warm to the touch. Here is what you need to know about yeast viability and shipping.
1. My yeast arrived warm. Is it still good?
In most cases, yes. We ship liquid yeast worldwide, and it is more resilient than it often seems. While ice packs are designed to keep the yeast cool during the initial stages of transit, they will eventually thaw in the delivery trucks.
Our Recommendation:
Test it first: We ask that you attempt to use the yeast. It is difficult to determine viability by temperature alone.
Our Guarantee: If the yeast does not "take off" or show activity, contact us and we will send a replacement immediately.
Pro-Tip (Yeast Starters): We highly recommend making a yeast starter. This is the best way to confirm viability before brew day and increases your cell count for a healthier fermentation.
2. Can I get my yeast faster or colder?
If you are brewing in a high-heat environment or want extra peace of mind, consider these options:
Shipping Upgrades: You can choose to ship your yeast separately from the rest of your order using an expedited shipping method.
Larger Ice Packs: We offer larger ice packs for purchase, though please keep in mind that even these have a limited lifespan in transit.