Frequently Asked Questions
Our friendly support staff is here to help Monday – Friday, if you need help regarding an order you’ve placed then please find the relevant answers below. Alternatively, email us at [email protected] and we’ll answer any queries you have in as short of time as possible.
What is the Wallet and how does it work?
The wallet is something new to our services and has been introduced with the new website. To sum it up, it is “cash back” for every kratom purchase! With every purchase you make, you will get 2% cashback into your wallet. This extra money can be spent upon your next visit to our online Kratom store! Simply checkout, using your wallet, and then pay the balance with your regular payment method.
Where Will My Order Be Shipped From?
All of our orders are shipped directly to you from our U.S Storage Facilities.
Do You Test The Products In A Laboratory?
We place a great deal of importance on the quality of our products, all of which is rigorously tested for heavy metals, chemicals, and efficacy.
I noticed that sometimes my Kratom has “clumps” in it, why is that?
The clumps are a by-product of the sterilization process. We are working on that process so that this happens less and less, but this most definitely DOES NOT indicate moisture or chemicals. This is quite literally the opposite, the result of the processes that keep you safe!
How Often Do You Restock Your Products?
We try to maintain a consistent supply of product, and we publish any, and all restock updates on the front page of our website.
If I Order Product On A Saturday When Will It Be Dispatched?
Unfortunately, we only ship products from a Monday to Friday. Any products ordered at the weekend will be dispatched on Monday.
Is There An Option For Expedited Delivery?
Unfortunately, at this time, this is not something we offer, but we are always evaluating our options, and so it may become an option in the future.
Do You Ship Your Products To Canada?
Currently, we only ship products to the United States, but please continue to check back as we are always looking at options for expansion.
Is There An Option Where I Can Speak To Someone On The Telephone?
No, we do not currently offer any type of telephone support. We will also never ask you for any private information such as a credit card number over the telephone.
I Have Never Tried Kratom Do You Offer Free Samples?
I Have Compared The Item I Received With The Photographs On Your Website, And They Do Not Look Similar. Could I Have Been Sent An Incorrect Product?
No all of our products are labeled correctly, and we have strict procedures in place, to ensure that mistakes cannot and do not happen. Any images on our website are for illustration purposes only, and as the product is natural, there is always the potential for color variation.
Can I Buy Returned Items At A Cheaper Price?
Any items which are returned to us opened will not be made available for sale again, due to quality regulations.
I Would Prefer To Collect my Products In Person, Do You Have A Physical Store Or Pickup Location?
No, we only deliver product via USPS
I Do Not Want Anyone Knowing The Contents Of The Package, Is The Packaging Discreet?
Yes, all of our packaging is plain; the only information we will add to it is the return address, which will be shown as “Shipping Department.”
Is There Any Discount For Bulk Orders?
Yes, any discounts that the company offers will automatically be applied at checkout, if you are making a qualifying purchase.
Can I see A Copy Of The Lab-Results?
No, because every batch is specific and independently tested, we do not release our lab-results to the public. You can, however, be confident that we employ the most stringent control measures to ensure that the quality of our product meets a set of standards. Although we are confident in the quality of our product, our advice would always be to purchase a sample package for evaluation purposes, before ordering in bulk.
I Have Received An Email From Shipping Easy Is This Your Company?
Shipping Easy is our coordinated shipping partner. All that this means is that your tracking information will be delivered via an email from shipping easy. All of those emails are automatic, and as a consequence, we do not monitor those emails. If you have any concerns about the delivery of your goods, do not hesitate to send us an email via our website.
I Placed My Order On Thursday, It Is Now Monday And I Do Not Have A Tracking Number, Should I Be Concerned?
Not at all, there are a couple of reasons why this situation could arise. There is a possibility that your order may have already been shipped, but the automatic email process has simply not caught up. This is much more likely to happen on the weekend, so do not panic; everything will catch up in time. If you have still not received your tracking order by Wednesday, then please send us an email from the website.
May I use a Hotmail.com account?
Unfortunately, our shipping system does not work with Hotmail.com email addresses. When ordering from our company, please use another email service, as we will not receive any emails sent from a hotmail address.
If I Order From Outside The USA, Are There Any Customs Or Other Charges I Need To Be Aware Of?
This is a matter for your due diligence and is something totally out of our control. Any additional costs will be your responsibility to pay, so we would advise you to make inquiries before placing your order. We are not liable for any additional charges that you may incur.
I ordered 3 half kilos and got 1 kilo bag and a half kilo bag, why?
We reserve the right to send our product to our customers with the kind of packaging that we feel matches the order the best. If you are ordering two half kilos of the same strain, you very well may receive those in a 1KG bag.
What is kratora powder?
kratora powder isn’t actually a “thing”, it’s really just a vendor’s name for Kratom powder. So if you are searching for kratora powder, you’ve landed in the right pace and just head to our FrontPage and take a look at the different Kratom (or kratora) powder strains that we have available.