Frequently Asked Questions - FAQ

Return Policy:  For product returns policy, please refer to our Shipping and Returns web-page.

Most Asked Question: Why are your Kratom Prices So Much Lower?  We purchase and import our Kratom directly from farmers and harvesters in Southeast Asia and we get the best quality for a better price as a result. It is our goal to deliver the best Kratom, to the right people, at the best price possible. We don’t excessively mark up our Kratom and we sell in volume. Our customers know our Kratom is the best quality and we offer some of the lowest everyday prices available.

What are your payment options?
 We accept Visa, MasterCard, American Express, Discover credit cards, Debit Cards, Money Orders, and Cashier’s Checks. We do not accept business checks, personal checks or cash.  Postal Money orders and cashier check purchases are shipped within 24 hours after receipt and bank clearance.

What are the ingredients in your products?  Our products are 100% pure and naturally grown and processed. To insure our high standards or quality, we test every batch of our products before offering them to our customers.   Using advanced isolation chemistry, our extract products are enhanced to their purest form (extracts).  

How come you don’t answer my questions regarding the effects or usage of Kratom?  Kratom is not FDA approve for Human consumption, so answering these questions is not appropriate. For educational and informational purposes regarding Kratom, please research other sources on the web.  Click here for excellent link providing in depth information about Kratom. 

How is my order packaged and how do you ship? What about tracking? All orders are packaged in USPS shipping materials or plain bags/boxes. Unless otherwise specified, we ship USPS Priority Mail for orders in North America, and USPS Priority Mail International and/or Express for Canda order. We do not ship to Malaysia, Thailand, Finland, Norway or Australia. We email you a tracking number to confirm that your package has been shipped and so you can track the delivery of your package. We guarantee your order will be delivered to the shipping courrier with the with the shipping address provided by you. If we are given an incomplete or wrong address, the customer will be responsible for secondary shipping charges.  We do not guarantee shipping times.

What is your shipping policy and how long does it take for you to ship?   For all shipping policies, guarantees and cut off shipping times, please refer to our shipping web page.  Click here for all shipping information

My order did not show up in tracking, why?  Do not be alarmed if your shipment does not show up in tracking until the day it is delivered. Many times the shipment does not show up in tracking until it reaches its city of destination. Priority Mail “tracking” is better called delivery confirmation because by the time the USPS system updates the in the system it has already been delivered. If tracking is very important to you please request Express mail. When there appears to be a shipping problem, send us an email and we will launch an investigation with USPS.  We will respond by email and let you know of anything we learn.  Typically, only a couple of packages per thousands of mailings are lost. If your package is lost we will re-ship your order at no cost to you.

What is your policy if I provided you the wrong shipping address or do not make arrangements to pick up my order when delivered?  It is entirely your responsibility to provide us with the correct shipping address.  If you provided the wrong shipping address or do not pick up your package from the post office or shipping service after multiple delivery attempts, your package will be sent back to us.  For us to re-ship your order, you agree to pre-pay our shipping cost to re-ship your order.   If we shipped to an address other than what you provided re-shipping is paid by us. Otherwise, shipping and handling charges are non-negotiable and non-refundable.

How long does International shipping take?  We ship internationally by USPS Priority Mail, which has a 4-7 day average delivery time depending on your location. Unfortunately, we cannot be held accountable for customs policies or delays.  If you ordered something that customs does not approve of we will not refund or replace your order unless the order is first returned to us uncompromised – returns that are refunded are subject to the shipping costs incurred plus a 10% restocking fee.  We guarantee the proof of shipment and delivery of your order other than if confiscated by customs. Customs approval and any duty taxes, if any, are at your risk. Please check with your country's customs policies to ensure that the items you are ordering are legal and not restricted. We have yet to have any shipments confiscated by customs. Please note that international shipping times vary considerably from country to country. 

My package arrived, but the shipping service badly abused the package. What is your policy for damaged or missing packages? We take great care and expense in packaging orders to stand up to even the worse USPS abuse. We have never had a package delivered with damaged products.   Each package we ship has tracking and delivery confirmation. We do not replace or refund your order after delivery confirmation of your package. If your package is lost and there is no delivery confirmation, we will replace or refund your order. We are human; if we ship to an address other than as supplied by you with your order or delivery confirmation is not received we will immediately replace or refund your order at no charge. We track all of our inventory and ordering on a real time basis using sophisticated inventory and shipping software. If you are missing an item from your order our system is capable of verifying. If this occurs we will ship you the missing product.

What is your Privacy Policy?  GoKratom.com and its affiliates use of buyer information that you submit to us through this Web site is governed by our Privacy Policy. GoKratom.com only collects personal information when you request our services and only uses the information to provide those services and products to you. If you choose to make a purchase, you will be asked to provide contact, credit card and related information. This information is used for billing purposes and to process your order. All information provided is handled with the utmost confidentiality. Besides third party payment processing and shipping services, any personal information provided will not be traded, rented, sold or otherwise shared with anyone outside of GoKratom.com and its affiliates.

How secure is your site?  We have gone to great lengths to ensure that your information is secure.  Your information is protected through SSL protocol, as well as third party billing systems.  Lastly, our site meets the strictest security standards set forth by the credit card industry and is reviewed monthly to ensure PCI compliance.  Since billing happens automatically through the third party provider, we don't even see it nor have access to it.