Frequently Asked Questions

Why don’t you offer kilos and 500 grams sizes?

We use a “one size fits all” ordering system. Every kilo is a split kilo! Instead of offering different sizes we sell different sizes in multiples of 250 grams. We give progressive discounts on larger amounts that are automatically applied at checkout.  The advantage to this system for customers is they can easily order spit kilos and be ensured that everything is in stock, and when we get low on a strain, a customer can still get the better price on buying larger quantities. The advantage for us is it vastly simplifies taking inventory. Everybody wins with this one!

What forms of payment do you accept?

We accept most major credit/cards. We process card transactions by sending an email from one of our payment processors with a link that will take you to their secure server to complete the transaction after you place an order on the website. We do send these payment invoices manually so there is some time lag between when you checkout and when you get one. Typically, we send them in under an hour except from roughly 1am-9:00am overnight. After we’ve sent your payment invoice a note will be added to your order to let you know we sent it. If a large amount time has passed (more then 12 hours would be extraordinary) and you haven’t received one contact us because something went wrong.

If you have Walmart prepaid card leave a message in the note section at checkout. We only have one that processor that will accept them, so we’ll make sure to send your invoice from that one.

We’re very flexible when it comes to payment options. The only thing we can’t accept is Paypal. If there’s something that works for you get in touch and we’ll work with you.

We also take Bitcoin(BTC), Bitcoin Cash (BCH) Ether (ETH) at checkout, and give a generous discount if you use those methods.

Why aren’t each of your strains listed on separate product page?

We list each complete batch (shipment) on two different product pages for 100 and 250 grams sizes.  Capsules have their own page. Individual strains can be selected from a drop down menu. It started as way to resolve two different emergency situations with website functionality, and we ended up liking the result. So, it stuck. It makes much more sense to have all the available strains from any given batch in one place.  Instead of having to look through what could easily be 20-50 different product pages trying to find out exactly what we have in stock. If you find the list on the drop down menu overwhelming here’s a useful trick. It will work on any browser where you can open two tabs side by side (anything but phones). Go to the product page your looking for and open the strain guide in the tab right next to. Then you can open the drop down menu on the product and look back and forth between them.

How do I purchase Bitcoin, Ether, or Bitcoin Cash?

Cashapp is currently hands down the easiest way to purchase Bitcoin. It’s a mobile payment app to send money between people and happens to have an easy to use option to purchase Bitcoin. You’ll have to install the app on your phone and set it up with your bank and card information. After that there’s nothing to it. Coinbase is the next easiest way. You’ll have to go through all the same steps as with Cashapp, but also go through a large amount of additional security steps. Coinbase is the easiest way to purchase Ether and Bitcoin Cash. Watch out if you use your bank account to purchase Bitcoin with it you’ll have wait seven days to use it. Buying Bitcoin with Cashapp is much easier.

What does the number to the lower left hand corner of the product label mean?

The number you see in lower left hand corner is the batch number. All product from the same shipment we have in stock receives the same number. We started counting batches in June 2017. So, for instance a #12 would mean that it is 12th shipment we have gotten in June 2017. It’s a great way to keep track of what batches are your favorites.

What emails will I receive from the site after I order?

After placing your order, the first one you’ll get will be an order confirmation saying your order was received. After we send your payment invoice, you’ll get another marked a note has been added to your order. That’s how know your invoice has been sent. Your invoice with the payment link will be next but may arrive at the same time as the last. Once you’ve paid it, we’ll change your order to processing from on-hold, and you’ll get another email saying so. From there we’ll print a shipping label for your order, and you’ll get an order completion email. Which will have your order details and tracking number, and a second email generated by the shipping software with only your tracking. After you have your tracking number, you’ll be able to figure out when your order will go out. Generally, if you receive one at night or evening it will go out the next day. If you receive one in the morning to early afternoon it will go out same day.

If you don’t get any of the above emails except tracking and order completion contact us immediately. We almost always send payment invoices and update paid orders within an hour after an order comes in a. Three hours would be a good amount of time to wait if something stops moving. While we have excellent error correction steps built into the process it is a complex process, and we are doing each step manually. The more important reason is that you may have either entered the wrong email with your order, or your email address might not be accepting incoming mail. This happens much more often than mistakes on our end. If you don’t contact us, we won’t have a way to get in touch with you. We answer all emails for customers experiencing a problem promptly! If you try to contact us and we aren’t responding most likely your email address is not receiving our emails.

How do I know how much a certain amount of kratom will cost?

You can add the desired amount, and then check the cart page or go to checkout. Here’s a handy reference guide:

Price Guide:

How does your reward points program work?

We have a very aggressive points rewards program. On every purchase earn 1 reward point/$1 spent on product. Cash them out on your next purchase or save them up. Points can be redeemed for 1$/20 points. That’s $5 off every $100. Effectively making our points rewards program a rolling 5% discount.

You should see an option at checkout to use your reward points at the top of the checkout screen itself. There also should be tab on the right side of the screen you can click anywhere on the website to take you to your reward points page. It shows how many you have, have earned, redeemed, and how much the ones you have are worth.  Reward points can also be accessed on your account page.

If for some reason you haven’t been receiving rewards point first make sure, you are logged in while ordering. If you have been logged in contact us. We can add them retroactively to your account. We have the reward points because we believe strongly believe in rewarding our regular customers and want to give them the best deal possible.

I have an account page? No, seriously, there’s account page? I’ve been buying from you guys for years, and I didn’t know there was an account page.

Yes, there is indeed an account page. If you created an account with us, you have an account page. The reason you don’t know about it is it was almost impossible to find for most of our existence. On the top right corner of the site, right between the shopping cart and magnifying glass for search there is a little icon of a person. That’s where it’s been since we opened the website. Not very obvious is it? We’ve recently added a link to it on the top menu to make it easier to find.

On your account page you can look through your order history and find the tracking number associated with any order, manage your billing and shipping addresses, change your email and your password, and check your reward points.

I ordered 2 x 250 gram bags and instead of getting 2 bags I got a single 500 gram bag. Is there a way I could get my orders shipped in separate 250 gram bags?

As a matter of course we normally combine orders into larger bags. 2 x 250 gram bags go into a 500 gram bag. Kilos are a little different and they’ll come in 2 x 500 gram bags. If you’d like your order shipped in individual 250 gram bags leave a message in the note section at checkout saying so, and we’ll pack it that way.

Will you include a sample with my order, or do you sell sample packs?

We try to be generous with samples. It’s great for customers to find what works for them when there’s around twenty strains that vary greatly from batch to batch, and great for us because it cuts down on complaints and refunds significantly. If you’re making a purchase just leave a message in the note section at checkout asking for a sample of the strain(s) you’d like to try, and we’ll include it.

Sample packs are a little more complicated. If you want to try a larger amount of strains what we usually do is let a customer split up a 100 or 250 gram anyway they want. If you want to do this just leave a message in the note section at checkout, and a list of the strains you want. Make sure we have the strains in stock before you do. If you only want to try a couple of strains, we’ll send them to you for the price of shipping ($7.55). Just drop us an email, and we’ll send you an invoice for postage.

We’ve been considering putting up a purchasable sample pack on the site. We still have a lot of the details to work out, but there’s a good chance it will be happening in the near future.

What is your Return Policy?

We accept returns for any reason. 80% of the product must be left in bag  for full refund.  If less then 80% is left you will receive a refund based on percent left (purchase price x percent left). Buyer pays return shipping cost. After 20 days or longer item is no longer eligible.  If you ever have a problem with your order please contact us. We’re willing to do what it takes to make it right.

What shipping method do you use?

We ship through the United States Postal Service every day the Post Office is open. Orders on the website are shipped Priority Mail. Priority Mail should arrive in 2 to 3 days in transit. Note that does include handling time! Occasionally orders can be delayed in transit.

Price list/weight of order is as follows

up to 1 kilo(2.2 lbs) $8.42

1 to 2 kilos(2.2 to 4.4 lb’s) $14.47

2 kilos and up!( 4.4 lb and more) $20.31

Do you offer overnight shipping?

Not currently, though it was available in the past upon request. We’ve stopped doing it for two reasons. One, logistically it’s now much harder to make happen because overnight must be delivered to the Post Office by 12:30pm in order to qualify for next day status. When we were smaller, we could afford to stop production while we packed a single bag, send someone out, and then wait until they got back to restart. Now our everyday order volume is too high to do that without disrupting operations. The other reason is that it’s expensive at $24 for anything under a kilo. The problem is when something goes wrong customers are rightfully angry. Especially, considering that if you’re paying for overnight it means you’re out. The USPS has it set up so that you can’t file an insurance claim unless the sender has the package in hand. So, we were ending up having to refund what was often more than cost of the product for something we weren’t making any extra money on. Not to mention the extra time involved.

With all that said we’re considering bringing it back as an onsite at checkout feature. Of course, with iron clad rules to address the above. The fact is we sell kratom. People runout, and even at $24 the price of overnight is still a better deal than smoke shop kratom.

What is your shipping schedule?

All orders are shipped same or next day after being paid. We ship every day of the year the Post Office is open, Mon-Sat. That means no shipping on Sunday and federal holidays. Our official cut off time for same day shipping is 10am eastern time Mon-Fr, and 9am on Saturday. From 10am-noon Mon-Fri we take as many more orders as we can.  On Saturday the Post Office closes at noon so we stop taking orders much earlier, but always take as many as we can. On a typical weekday we drop off orders between 1-2pm. It can occasionally be much later depending on order volume (the first few days after a restock).  We’ve found when we drop off orders later in the afternoon the tracking numbers often won’t show an update until around midnight. Most likely your order has been dropped off and is moving in the system if your tracking number isn’t showing updates. If it’s been more than one business days since your order was paid and you haven’t got a tracking number, or two business days and your tracking number isn’t moving contact us immediately.

On very rare occasions we’ve been forced to close due to inclement weather. If so, they’ll be a notification in the news section. Rest assured we understand customers want their order fast, and we do everything we can to get your order out to you as fast as possible.

Do you offer any different shipping services; First Class USPS, Fedex, UPS?

Currently, the only service we’re offering is USPS Priority Mail. In the past we used First Class extensively. As the volume of mail USPS is handling increased in recent years, we found their First Class service was degrading. Instead of in most cases matching the speed Priority Mail delivery it was becoming frequently 1-2 weeks, and the percentage of lost, misdelivered, and damaged packages was unacceptable. We respect costumers wanting to save money on shipping for small orders, but we think paying $3-$4 extra to ensure that your packages arrives in a timely manner to the correct address in one piece is the better decision.

We currently do not offer UPS or Fedex shipping.  Fedex and UPS both charge more for slower service at the time of writing. USPS will ship up to a kilo package for $7.55 in 2-3 days. Fedex and UPS both start at over $10 and can take over 5 days to go cross country. For now, it’s an easy choice. However, the shipping business is very competitive. In the future Fedex and UPS may be able to offer a comparable service. Prices are coming down on Fedex 2-day delivery. If they do, we’ll either offer them or switch over entirely.

What federal holidays are you closed for shipping on?

The Post Office is closed:

New Year Day                                    Labor Day

Martin Luther King Day                  Columbus Day

President’s Day                                 Veterans Day

Memorial Day                                    Thanksgiving Day

Independence Day                          Christmas

If it’s a Monday and you’re wondering why your order didn’t move check the calendar!

Do you ship internationally?

Yes, you’ll have to contact us for a custom quote though. The website is not set up to take them. International shipping typically comes to around $32. The only caveat is if your order is seized by customs we can’t afford to resend. So, it is at your own risk. It’s never happened before, but the possibility is there.

We can and will ship to military addresses and the U.S. Virgin Islands for the same cost as to the rest of country.

When will I get a tracking number, and where can I find it?

After your order is paid you should get two emails from us with your tracking number. One will be from the shipping software and the other will be an order completion email. It will be in the final email saying your order has been completed as well as the one the one from the shipping company. It also may be found on your account page on the site.

Your order will receive a tracking number either in the evening or the morning to early afternoon. If you get one earlier in the day it means your order will be going out same day, if in the evening next day. We intentionally don’t print them after we stop taking same day orders, and then start printing them in batches in the evening so people will be able to tell when their packages are going out.

My tracking number stopped moving in transit or is going somewhere it shouldn’t be?

We ship a lot of orders, and it’s inevitable that a few of them will get delayed. Even more often when in transit USPS will miss a scan. If it’s a missed scan once it gets to the next point it will appear again. If it’s stalled somewhere along the way most of the time, they start moving again in a day or two at most. For stalled packages we’ve found once they start moving you usually won’t see an update to the following morning.  Often the update will be that it’s out for delivery! If it’s going in the wrong direction it means they loaded it on the wrong truck somewhere. This can take longer to correct then simply stalling. Most likely around two days to get back to where it should be. Both while extremely frustrating are nothing to worry about it. It’s rare that the USPS will lose or destroy a package (it does happen, but not very often). You can confirm the shipping address the package was sent to in your order history on your account page. We always ship to the shipping address associated with your order. Even if someone asks us to change it, we’ll update in the computer. Of course, you can contact us with any problems, and we’ll keep an eye on it. Just knowing all this will help ease your mind though. On the rare occasions something does happen to a package we will resend if need be.

I need this order as fast as possible. Can you send it out today?

Maybe, it depends on the time of day. The earlier the better. Before noon it’s almost certain we’ll be able to get it out. From 1-pm-2pm it gets increasingly more unlikely. Remember we’re on Eastern Time. 2pm is the average time we wash down the packing room and equipment. After that it becomes impossible to pack any more orders. We clean the packing room after we finish orders. So, the time we do it varies.

In all cases your better off contacting us in advance. If you placed an order the night before or that morning and won’t be able to pay before noon, we can get your order ready when we’re packing orders for the day. Then as long it’s paid before we take orders out, we’ll have it ready to go, and you won’t have to cross your fingers that we’ll be able to take an extra one.

Keep in mind that the complexity of your order counts. It’s a lot easier for us to fill a 250 gram bag at the last minute then fill capsules, a pile of 100 gram bags, or large orders. We have a very limited amounts of capsules on hand. So late orders with capsules are likely to be sent out the next day.

Of course, the best solution is always keep extra on hand and order early.