Frequently asked questions
Are you offering free shipping of the free samples?
You can request one free sample to be added to your order (in the "special instructions" section of the checkout), but we are not offering free shipping of the free samples. We are selling samples of all the "in stock" products. We also advice to purchase samples before making decision to buy bigger amounts as due to our policies, we do not accept products back.
How can I cancel my order?
If for some reason you need to cancel your order, please, contact us via email with this request and we will take care of it. Please, note! Shipped orders can not be cancelled, so please, make sure you send us your request before you receive the shipping confirmation email.
What is "Delivery Signature Confirmation"?
When your package will be delivered to you, the mailman won't leave it in the mailbox, but will bring it right in your house and the person who accepts it will have to sign for it. If there's nobody in the house, the package will be taken back to your local post office and will be waiting for you to pick it up or you can schedule another delivery following the instructions in the notification that will be left at your door or in your mailbox by the mailman.
The tracking on the USPS web site says my package was delivered to me, but I never received it and there's nothing in my mailbox. Will you send me another package?
No, in case the USPS claims that the package was delivered, we will not be able to send you another one because there's no actual evidence for us that the package wasn't delivered. You will have to file a claim with your local post office yourself and also talk with your mailman to find out what happened with your package and where he left it, don't forget to talk with your family members, maybe they took it from the mailbox and just forgot about it. We are not responsible for any mailbox thefts or USPS delivery mistakes. We reship packages only in case when the they are lost on the way to the destination and USPS admits it, or when due to the mistake in the shipping address the package comes back to us (in this case you will have to write us email with the correct shipping address).
Why the discount code didn't work?
Make sure the discount code is still valid. If it is, it can be applied on the check out page. If you do it correctly, this is how it will look:
Do you have any recommendations for using Kratom?
No, we do not make any recommendations and our products are not intended for human consumption. The information on our "What is Kratom" link was obtained from various sources and is for educational purposes only. None of the information on this page express the views of kratomtradingco.com. This website and all of its contents are for educational purposes only.
Why my order wasn't shipped the same day I placed it?
According to our shipping policy, all orders with free or priority mail shipping placed before 9AM CST are shipped the same day. The cut off time for orders with Express shipping is 11 AM CST. All orders placed after the cut off time are shipped next business day. Orders placed on Friday after cut off time and through the weekend will be processed and shipped on Monday.
Why my package hasn't arrived on time?
unfortunately, the delays in deliveries happen. If your package is free or Prioriy Mail shipping, the USPS web site says: "Expected delivery day is estimated delivery day based on the origin and destination of your package.Delivery on a specific day is not guaranteed." For Express Mail packages that were delivered late, USPS offers shipping cost back. If your Express package is late, let us know please and we will refund you your $22.95.
I received shipping confirmation email, but the link with tracking number there doesn't work or says as not found. What does it mean?
If you received the shipping confirmation, it means that we printed out the shipping label for your package. All packages usually get to the post office around 4 PM CST and get scanned there. It takes up to 24 hours for usps web site to update the tracking info after the packages are scanned. Don't worry about the system not finding the package. Check it out later. If your package is still not shown within 24 hours, please, contact us and let us know about it.
How to find out if the express shipping to my place is 1 or to 2 days?
You can use this link to check if USPS will be able to deliver your package overnight or it will take them 2 days. The zip code we are shipping from is 32420.
Do you offer the service "money back guarantee" in case I won't like the products I will receive and will I be able to return them?
We can not guarantee that you get the same effect from the product we offer as other customers because everybody's body chemistry is different and reactions can be also different. We are not accepting products back and all the transations on our web site are final. Please, purchase a small amount of products before making decision to buy bigger amounts. We sell 10 gram samples of all the products for this purpose.
Why was my order canceled?
there's several reasons why order could be canceled: 1. Your shipping address is in one of the states where we are not able to ship our products due to these states law. Kratom is banned in Wisconsin, Tennessee, Vermont, Indiana, Arkansas and Alabama (we let everybody know about it on the homepage header, at the shipping policy page and in the cart section). Orders with shipping addresses in these states are canceled automatically by our system. Many people ask why we don't filter the states at the checkout so that people can not place orders. Answer: we would like to do it, but our Shopify platform does not allow to make any changes to the checkout settings. We don't have opportunity to filter out the states, so the only option we can do is only cancel the orders after they are placed. 2. You have made a chargeback in the past. If you placed an order on our web site in the past and made a chargeback after that, all your future orders will be canceled.
What is Rewards Program and how does it work?
Rewards program allows you to earn points for every order you place and redeem them into discount codes. To use the points you have to go to your reward program account (on the right side of our web site there is a red tab "rewards program") and redeem points into discount code there. Or you can get into your reward account from your email which tells how many points you earned (there's a button "spend the points" on the bottom). You have to save at least 500 points to be able to redeem them into discount. The discount code that the program gives you after you redeem your points has to be applied at the "discount code" section of the checkout page when you place your order.
I redeemed my points in my Rewards Program account and lost the the discount code it gave me. Where can I find it?
You can find your discount code in your email that is tight up to your account on our web site or you can also see it in the "Rewards" section of your rewards program account (on the very bottom of the page).
I can see several charges for the same order on my bank statement. Did you guys charge my account more than once?
Dear customers, we can reassure you we do not charge cards more than once for one order. Our system doesn't even let us capture payment more than once. If you see several transactions on your bank statement, please, review our Payments section that explains this situation.