General Questions:

What is kratom?
Kratom, also known as Mitragyna Speciosa, is a tree that’s leaves have most commonly been around for medicinal purposes for centuries. Originating in Southeast Asian countries, such as Thailand and Malaysia.

Is Kratom Dangerous?
There has not been a lot of Kratom study in North America, but it has been around for hundreds of years by South-East Asians. Kratom should be kept out of reach of children and animals. Our website is subject to all Terms, Conditions, Legal, and Customer Service Pages.

Is Kratom Legal?
In United States, it’s legal to possess Kratom in all States except Arkansas, Alabama, Indiana, Rhode Island, and Vermont. Kratom is also illegal in San Diego, CA., Ontario, OR., Jerseyville, IL., Washington, D.C., and Sarasota County, FL. You are ultimately responsible for ever changing kratom legality. Our Nexus is Nevada.

How do I store my kratom powder?
We recommend that you store kratom powder in dark, moisture free areas. Kratom is best stored in the air tight, aluminum foil pouches that it comes in.

Where does kratom originate?
Kratom originates from Southeast Asia, in countries such as Thailand, Malaysia, and Indonesia.

Is buying on your website safe?
Absolutely! We our known to be the #1 online retailer in the industry, our website is encrypted with a mandatory SSL certificate as well as multiple firewalls to ensure the utmost security and privacy of our customers. In addition, our website is scanned for malware and potential security threats by a third-party security company every 30 minutes.

How can I trust the quality of organickratomusa.com?
Our quality is unparalleled. Our Kratom is grown in Indonesia within organic commercial Kratom farms. These farmers all well versed in the organic farming of Kratom and dry the leaves naturally and away from excessive light to avoid alkaloid deterioration. If you are unsatisfied with the product, you can return within 30 days for a full refund.

Do you regularly test your products?
Yes, we do test products on the regular, especially when doing business with a new supplier. Check out our lab test here»

Do you guarantee the quality of your products?
organickratomusa.com makes no claim as to the use or suitability of use, and so making a guarantee on the quality places us in a difficult position, depending on your definition. What we can tell you is that organickratomusa.com products are of the highest possible quality in terms of color, weight, consistency, humidity, and supply. The products we carry and the stock we maintain are all carefully stored and cared for, you’ll be hard-pressed to find a more precise and consistent supplier.

Is my credit card information safe?
Yes, your connection to our website as well as your credit card information is secured and encrypted with 128-bit encryption.

I’d like to place an order with you, but not online.  Is this possible?
No, for safety reasons we cannot accept payment over the phone.

How do I track my order?
Once we ship your order you will receive an email with a USPS tracking code. You can directly track your order on our “track my package” page of our website, or directly at the USPS website.

I am unsatisfied with my order?
If you are unsatisfied with your order, please contact us so that we can make it right. A representative will contact you shortly to issue return postage so that you may return the product for a full refund…

I’d like to see a product; will you carry it if I suggest it?
We’ll certainly consider it! Simply use our contact form and send on a message to our support team at organickratomusa@gmail.com We’ll get back to you within 24 hours with what we’ve found out about your request and whether we can carry it. We encourage new research and novel information and we’re happy to do all we can to further new studies.

Do you offer your products in bulk?
Yes, we do! Check out our wholesale page for more info:
https://organickratomusa.com/wholesale/

I have additional questions, how do I get in touch?
If you didn’t find your answer here, and have additional questions, please email us at organickratomusa@gmail.com and a friendly customer service representative will respond to you in a timely manner.

Shipping:

My package is marked as delivered but I haven’t received it yet?
On occasions, USPS may update your delivery status a day early in anticipation of its final delivery. If you have not received a notice, or your package is still not delivered on the following business day, please check with members of your household, neighbors, apartment/office managers first to see if someone accepted the package for you. Occasionally, packages may become lost in transit, delivered to an incorrect address, left in or near the garage or tucked behind bushes out of plain view If you are unable to locate your package, we recommend calling-1-800-ASK-USPS and asking them to open a case, that way they can contact the delivery unit responsible for further information. You should receive a call back regarding the issue within 2 business days. There are plenty of instances where a package marked as delivered, but not received, has been recovered and properly given to the addressee. If you are still unable to locate your package, please feel free to contact us.

My shipment has been lost?
All USPS mail shipments within the United States will be considered lost if they have not arrived after 15 business days per USPS. Orders lost due to incomplete address information provided by the customer are the responsibility of the customer and are not eligible for a refund. Packages that are confirmed delivered by a delivery confirmation number are NOT eligible for a refund. Please make sure the shipping address you use for your order is to a safe and secure location. Packages that are stolen after delivery are not eligible for a refund and the customer will need to file a claim with USPS.

I tried to check the status of my package but there is no tracking information on the website?
USPS does not consistently scan or track packages while they are on route, but only provides the date and time that it was delivered (there are some exceptions, but generally, this is true especially with First Class Mail). Therefore, there is a possibility that you won’t have tracking information for your order until your package is actually delivered.

I checked the status of my package and it looks like it has been sent to the wrong address?
Don’t panic yet, it might be that the tracking number is a re-used number that has not been purged from the site yet (USPS does reuse tracking numbers. UPS and FedEx also do this. Sometimes, old tracking information will come up for a number if you check it as soon as you get it). What most people don’t know is that tracking numbers are often re-used. The first time a tracking number gets generated, it sits on the carrier website for approximately 6 months and then it is erased from the website and returned to the system to be used again. In infrequent situations, the number doesn’t get erased and when it is reused, the old information pops up instead of the new info when the tracking number is scanned again. The good news is that your package is on its way because it must’ve been scanned for the old information to reappear with a recent date; however, you may not be able to track your package. USPS generally updates the information within a day or so when an error like this is made, but not always.

On the other hand, sometimes the person scanning and checking in packages just inputs the incorrect location into the system. These are often small errors that are rectified within 24 hours, and they do not affect your package in transit. It is just inconvenient because you are not able to verify where your package is until the issue is corrected.

The shipping address I submitted is different to the shipping address in my shipping label?
Our shipping system verifies domestic destination addresses using the USPS address matching system before we print our postage labels; this means that sometimes it formats addresses to USPS standards to avoid delivery delays. We have seen modifications in addresses many times and so far, we have had no delivery problems.

How do I track shipment progress?
Once you receive an email from us that your order has been shipped, simply click on the link in the email to track your order, using the shipment number in the email. Information is generally available on the evening of the date the package was shipped. Note that shipping numbers are provided to us by the carriers, and we cannot be responsible for errors on the part of our carriers, or for the content on their websites. Please, be aware that the USPS provides only a delivery confirmation service for some remote destinations, not a tracking service. Confirmation of delivery or attempted delivery is always provided.

Do you ship to PO Boxes or APO/FPO military addresses?
We can ship to PO Boxes, but we are unfortunately unable to ship to APO/FPO Military Addresses.

Incorrect Addresses?
Please make sure you have entered your shipping address correctly before submitting your order. If you notice a mistake, contact us by email immediately as we ship all packages as soon as possible to get them delivered to our customers quickly. Packages that are confirmed delivered to the address on the order are NOT eligible for a refund.
Orders returned to us because of an incorrect or incomplete address will be refunded.

Guaranteed Delivery to US?
We guarantee that your domestic package will be delivered to the address you provided to us. If your package is lost by the carrier, we’ll replace it – FREE. Every package we send inside the US has a delivery confirmation number. This is our proof of delivery. If your package is lost, and the carrier cannot give us confirmation of delivery, we will send you a replacement of your order at no cost to you. (If the carrier has proof of delivery, yet you say that you did not receive your package, you must file a claim directly with the carrier, using the delivery confirmation number we will provide for you). You must allow enough time for the carrier to deliver your package. In the case of USPS, it can take up to 20 business days to deliver your package. Please wait the required amount of time before notifying us of an undelivered package.

The package I received was damaged?
If your package is damaged, please, send us an email to organickratomusa@gmail.com, You must include a picture of the package, so we can file a claim with USPS. You will need to retain the contents you received and all the associated packing materials until your claim is settled (usually 30 days). You may be asked to take them to your local Post Office for inspection later.

What’s your return policy?
While our return policy can be found here, the short of it is that we’re willing to accept a return on any unopened, sealed and untampered product as long as the customer contacts us within thirty (30) days of the delivery date. If you find that your product is inadequate or not what you expected, we’re certainly willing to do what it takes in order to retain your business. Simply get in touch with us via our contact form and send an e-mail to organickratomusa@gmail.com and we’ll return your message within 24 hours.

Order:

Can I add an item to my order?
Yes, let us know and we will do it for you. Bear in mind that placing a new order is probably faster. You can either let the new order ship separately or request us to combine your two orders.

Can I change my shipping address after placing an order?
Yes. You can change your shipping address any time before an order gets shipped. Please, let us know as soon as possible and we will make the changes in our system for you. Note that packages that have already left our warehouse cannot be changed.

Can I cancel my order?
If you change your mind and want to cancel your order please, contact us as soon as possible and we will cancel it for you and give you a full refund.

Why didn’t I receive an order confirmation e-mail?
Please contact us so we can look into it. As soon as your checkout an order, an email is automatically sent to your e-mail confirming the order. If you’re not seeing our order or shipping confirmation emails, your e-mail provider or client software may be treating our emails as SPAM mistakenly. Please, have a quick look at your SPAM/JUNK e-mail folders.

When will my order ship?
If placed before the cut-off time, your order will ship same-day anywhere between 12pm Central Time and up until 6pm Central Time. If you don’t immediately receive a shipment notification or tracking, do not panic. Because we are in the west coast and because we deliver your shipment directly to the main USPS or UPS hub, your package could take several hours to update.

Why did my card get declined?
– Some banks do not allow offshore transactions. You may need to call in to your bank’s customer service and have them authorize the transaction. If you have 2 failed attempts, you will be locked out for 12 hours

What payment methods do you accept?
– We accept all major credit cards, COD, Wire transfer, and mailing in a cashiers check or money order

Is my credit card information safe?
Yes, your connection to our website as well as your credit card information is secured and encrypted with 128-bit encryption.

What is your refund policy?
Customer satisfaction is our top priority, therefore we do offer a refund policy. We will accept returns and exchanges only if the pouches are unopened. Please read our Shipping & Returns policy for more information.

Payment:

My credit card was declined but it shows as charged?
When a credit card is declined because there was an error in the CVV, expiration date or billing zip code, your credit card company may still place a pending line item on your online statement (this is just a pre-authorization for the charge, not an actual charge). The reason for these pending charges is because your bank has accepted the transaction even though our credit card processor has declined it. Our credit card processor will send a void notification to your bank as soon as the payment becomes voided (this might take a few days). This notification will inform your bank that we won’t be capturing the funds and your bank will automatically release the funds.

Why was my credit card declined?
Credit cards are declined for a variety of reasons, such as an incorrect billing address or insufficient funds to complete the desired purchase. If the billing address that you provide at checkout does not match the information from your financial institution, your order will likely be held for further review. When a credit card is declined, we do not necessarily receive any specific reasons explaining why. We get a general “declined” message from the financial institution, and no specifics are noted. If your credit card is declined and you do not know why, we strongly recommend contacting your financial institution for more information.

Is my credit card information secure?
Yes! organickratomusa.com guarantees your privacy and security. We are secured by an industry leading VeriSign SSL certificate which ensures encryption of your personal information. We do not store any credit card information, once your order has been processed, the record is deleted from the secure server.

Do you accept prepaid/gift credit cards?
No, we do not accept prepaid cards.