Frequently Questions

Below are frequently asked questions, you may find the answer for yourself

Where Do Your Products Come From?

All of our products are sourced direct from parts of Indonesia or direct from USA wholesale distributors.

Are Products Lab-Tested or Sanitized?

We have always lab-tested for contaminants however, we are moving towards steam-based sterilization in 2018 as this is the only way to ensure a consistent batch. Spot checking batches with lab-testing cannot always be 100% accurate as it only tests a small sample size of each batch.

Is Kratom (Mitragyna Speciosa) Legal?

Currently, kratom is legal on a federal level in the USA but is regulated in various states, counties, and cities. Kratom continues to be controversial, so naturally, laws are continually being changed as new legislation is being proposed in various jurisdictions. We have found that this source here is usually up-to-date and relevant – Disclaimer: We do not guarantee this section to be up-to-date even though we try to keep on updating it regularly. Therefore, we recommend due diligence on the part of our customers when checking legality in their respective areas.

Banned List (updated June, 7th 2018)

  • Alabama
  • Arkansas
  • Indiana
  • Vermont
  • Rhode Island
  • Washington D.C.
  • Wisconsin
  • Sarasota County (Florida)
  • San Diego (California)
  • Jerseyville (Illinois)
  • Denver (Colorado)

How Can I Trust the Quality of the Products?

Management at tries to ensure that the product we sell is consistent and of the best quality. We carefully follow the feedback and comments of customers in order to keep our product consistent. A 30-day no questions asked refund guarantee is offered on all of our products.

Why Don’t You Answer My Questions About Using Kratom?

The website, social media pages or support staff does not make any recommendations for use or intended use. Support staff cannot answer questions about use or intended use and questions related to such cannot and will not be answered. Kratom is not approved by the FDA for any use and our company abides by these rules. Our products are not approved by the FDA as a food product and they have explicitly warned against any uses in this way.

Why Are There No Instructions on the Label of My Product?

See above – Our packaging does not contain instructions or directions for use because we offer no directions for any intended use on any of our products. Our products are not approved by the FDA as a food product and they have explicitly warned against any uses in this way.

How Can I Get in Contact With Customer Service?

The best way to contact us is to use the contact form here or to simply respond to an email sent from us about an order update. If you have sent an existing email, a ticket is created in our system so we ask that you only send one email before a response is received.

If you use the contact form, please ensure that you enter the correct email in the field or our response will not get to you. We respond to all emails within operational business hours (10 a.m. – 6 p.m. Pacific Standard Time). We tend to answer back emails within 2-4 hours. Contacting us using the contact form is better than using our Facebook page as tickets from the website take priority over social media pages.

Payments & Returns

How Do I Use the e-Check/ACH Payment System and Is It Secure?

We recommend that our customers get familiar with e-check/ACH as this is the primary payment system that is always intact on our website. Upon checkout, you will be asked to enter your banking routing number and account number. This information is securely transmitted to the bank via a gateway and is not stored on our website.

The checkout page where the information is entered is encrypted via Secure Socket Layer (SSL) and passed securely (encrypted) to the gateway so that no transmitted information can be stolen by malicious third-party attackers. You can learn more about the SSL certificate and analysis of our checkout page security by clicking the icon to the left of the URL bar within the browser you are using.

Why is My Order on Hold?

If your order is “on-hold” it means it is pending a review. Usually, an on-hold status is related to e-check/ACH. If you are a previous e-check customer, there will be no wait on shipping and the order will be marked processing as soon as it is reviewed.

I Am Dissatisfied – How Can I Return My Product(s)?

As per our policy, we offer a full 30-day money back guarantee on all of our products. You do not need to supply a reason for your dissatisfaction however, we do require either opened or unopened product to be returned to us before issuing the refund. First, use the contact form on our site and supply your name and order number and ask to return the product. Next, the support staff will evaluate the order and issue a return label so that you can return the product to the post office. The support staff will monitor this and issue the refund by reversing the credit card charge or by mailing a check depending on which checkout method was used.

Shipping & Delivery

How Fast Do You Ship – Why Hasn’t My Order Shipped Yet?

We ship most orders on the same day that they were ordered on, however, sometimes these miss the shipping cut-off for that day. Please allow one full 24-hour cycle before asking support if your order has shipped. If you ordered on a Saturday afternoon or on a Sunday, your order will go out on the following Monday. Please also account for national holidays, as shipping carriers are not open to accepting shipments on these days. If you ordered on a Holiday or on the weekend day before the holiday, your package will go out on the following business day.

Why Hasn’t My Tracking Number Updated Yet – “Shipping Label Created”?

If you see that your tracking number says “shipping label created” it means we have printed the label and your order is ready for USPS to pick up that day. Usually, the tracking will update on the next scan by USPS. Sometimes, USPS will miss scanning a package on the pick-up that day. If they accidentally miss scanning your parcel, it will usually update at the next USPS stop (unless they also forget to scan there as well). Please allow 24 hours for the tracking to update before messaging our support about the issue.

My Package Says Delivered but I Never Received

In the case where a package says delivered to the right address, but the customer has not received, we recommend that the customer asks others at the residence first. It is very common for another person in the household to have received the package – so please check with anyone else living at the residence first. In rare cases, a neighbor may also accidentally have the package. These are common issues, but in rare cases, USPS may know more information if there was a mistake on their end so it is recommended to call them. If you have exhausted these options, please message customer support to assist.

My Package Was Delivered to the Wrong Address

Please message customer support about this issue and how to rectify.

I Need to Change My Address – Address Mistake

It is important to message support about a change of address as quickly as possible. Our shipping software corrects and verifies incorrect addresses automatically but to ensure no issues, please message support about the change as quick as possible. If the order has shipped, it is sometimes possible to contact USPS about it while it’s in transit. Support will be glad to assist you.