SUPPORT · 01

Find an answer. Or call a human.

Six topic categories, six top FAQs, three ways to reach a real person.

Six places most questions live.

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Orders & shipping
Tracking, delivery times, change-of-address, lost packages.
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Payments & refunds
Cancellations, refund timelines, COD, failed payments.
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Using your kit
First batch, troubleshooting fermentation, recipe questions.

Six things people ask every week.

Click any question to expand the answer. If yours isn't here, jump to contact at the bottom.

My ferment isn't bubbling on Day 2. Did I do something wrong?

Probably not — visible bubbling depends on temperature and ingredient sugar content. At 22–25°C, expect bubbles by Day 2–3 in vegetable ferments and Day 1 in kanji. Below 18°C, fermentation slows by 50%.

If it's still flat by Day 4, send us a photo on WhatsApp. We can usually diagnose from a picture.

There's white film on the surface of my ferment. Is it mould?

Almost always it's kahm yeast — a harmless surface film that forms when oxygen reaches the brine. Skim it off with a clean spoon and continue. Your ferment is fine.

True mould is fuzzy and coloured (blue/green/black/pink). If you see that, throw the batch out and message us — we'll send a free replacement.

Can children have probiotic ferments?

Yes — kanji, dahi, kefir, and kimchi (mild) are safe and healthy for children over 1 year. Start with small portions (1–2 tbsp) and work up.

Avoid: anything with raw honey for under-1-year-olds (botulism risk, unrelated to fermentation).

How long does my fermented batch last in the fridge?

Once refrigerated and the pH is below 4.0:

Vegetable ferments (achaar, sauerkraut, kimchi): 2–6 months
Kanji: 4–6 weeks
Yogurt/kefir: 7–10 days
Sourdough discard: 3 weeks

The flavour will keep developing — not a sign of spoilage.

Can I use iodised salt?

No. Iodine kills lactic acid bacteria. Use sea salt, rock salt, or any non-iodised salt. The kits ship with the right salt; if you're refilling, check the label.

Where do I find the recipe for kit X?

Every kit ships with a printed recipe card. Digital copies live at /pages/recipes. If yours is missing or unclear, message us on WhatsApp with the kit name and we'll send a PDF in 30 seconds.

Three ways to reach a real person.

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WhatsApp
Fastest. Mon–Sat 9am–7pm IST. Median reply time 18 minutes. Send a photo if it's a fermentation question.
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Email
support@gutbasket.com. Reply within 24 hours, longer-form questions, attachments OK.
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Phone
+91 78619 40110. Mon–Fri 10am–6pm IST. Best for order tracking emergencies.
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