Questions regarding payments, shipping, handling, orders and rewards program
A short answer is no, but the products we provide are sourced from the wholesale vendor that is approved by AKA (which means they are a member of current AKA’s GMP program, their products go through strict quality control and each batch is lab tested as per AKA’s requirements).
Our 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 bottom 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 as a discount. The discount code that the program gives you after you redeem your points must be applied at the “discount code” section of the checkout page when you place your order.
Read more about our Rewards Program here!
I redeemed my points in my Rewards Program account and lost the discount code it gave me. Where can I find it?
You can find your discount code in your email that links up to your account on Kratom Trading Co’s website, or you can also see it in the “Rewards” section of your rewards program account (on the very bottom of the page).
Make sure the discount code is still valid. If it is, it can be applied on the checkout page. If you do it correctly, this is how it will look:
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 our “in stock” products. We advise you to purchase samples before making the decision to buy bigger amounts as due to our policies, we do not accept products back.
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 cannot be cancelled or rerouted, so please, make sure you send us your request before you receive the shipping confirmation email.
When your package is delivered to you, the mailman won’t leave it in the mailbox but will bring it right to your house and the person who accepts it will have to sign for it. If there’s nobody home, the package will be taken back to your local post office where it 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.
According to our shipping policy, all orders with free, priority mail or express shipping placed before 12 PM CST are shipped the same day. All orders placed after the cut off time are shipped next business day. Orders placed on Friday after the cut off time and through the weekend will be processed and shipped on Monday.
I received a shipping confirmation email, but the link with the tracking number doesn't work or comes up as “Not Found.” What does this 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 website to update the tracking info after the packages are scanned.
Don’t worry about the system not finding the package. Check the link out again later. If your package is still not shown within 24 hours, please, contact us and let us know about it.
Unfortunately, delays in deliveries happen that are out of our control. If your package is free or Priority Mail shipping, the USPS website 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 costs back. If your Express package is late, let us know please and we will refund you the shipping cost.
The tracking link on USPS’ website 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?
Dear customers, due to the high level of fraud, 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. Don’t forget to talk with your mailman to find out what happened with your package and where he left it, and 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 the case when they are lost on the way to the destination and USPS admits it, or due to a mistake in the shipping address, the package comes back to us (in this case you will have to contact us with the correct shipping address).
No, we do not make any recommendations and our products are not intended for human consumption. The information on our What is Kratom page was obtained from various sources and is for educational purposes only. None of the information on that page expresses the views of Kratom Trading Co. This website and all of its contents are for educational purposes only.
Do you offer a "money back guarantee" in case I do not like the products and will I be able to return them?
We cannot guarantee that you get the same effect from the products we offer as other customers because everybody’s body chemistry is different, and reactions can be also different. We are not accepting products back if the seal on the bag is broken, otherwise we can help the customer with the return process. If the customer is not happy with the quality of the product he received, we are willing to work with them om fixing the issues they might have experienced with the order.
Suggestion: If you are a first time customer, please, purchase a small amount of products before making the decision to buy bigger size bag. We sell 30-gram samples of all the products for this purpose.
There are several reasons why your order could be cancelled:
- We have not received payment for your order. For payment, please, resubmit your order and follow the instructions in your order confirmation email.
- Your shipping address is in one of the states where we are not able to ship our products due to these state’s laws. Kratom is banned in Wisconsin, Vermont, Indiana, Arkansas, Alabama, Rhode Island (we let everybody know about it on the homepage, at the shipping policy page and in the cart section). Orders with shipping addresses in these states are cancelled 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 eCommerce platform does not allow us to make any changes to the checkout settings. We don’t have the opportunity to filter out the states, so the only option we can do is only cancel the orders after they are placed.
- You have made a chargeback (bank dispute) in the past. If you placed an order on our website in the past and made a chargeback after that, all your future orders will be cancelled.
The email you received means that our payment processing company verified your payment with your bank, however, a lot of banks will not give any information to the third parties regarding the balance on the account and it stays unknown whether the customer has enough funds on the account. That’s why we have to wait for several days to make sure the funds are settled on our account and the check doesn’t bounce before we ship the order.
We receive the funds processed with eCheck the same day you might see the withdrawal. However, if there is not enough funds on the account or there’s something wrong with the check, our bank withdraws deposited funds from our account within next 2 business days after the date of deposit. That’s why to make sure the check did not bounce, we have to wait additional 2 days and ship the order on the third business day.
To speed up the process, you can send us the screen shot of the payment withdrawal and we will ship the order the same day.
In total it takes 5 to 7 business days of waiting period for the eCheck order to be shipped after the order was placed.
No, you have to wait for the check to clear and settle only first time you place your order with eCheck payment. Your future orders will be shipped as soon as we get your payment verified by our payment processor, which takes 4 to 8 hours. Depending on the time when the check gets verified, the order will be shipped same day (if verified before 12 PM CST) or next business day (if verified after 12 PM CST).
To speed up the process you can email us the screenshot of the transaction reflected on your bank account showing that the funds were withdrawn from your account to our Customer Service Email firstname.lastname@example.org. Then, we will ship the order as soon as we get the screenshot.
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