Shipping
We have our base of operations in beautiful Chilliwack, BC just east of the city of Vancouver. We ship exclusively with Canada Post to anywhere in Canada and pride ourselves on same-day tracked shipping prior to the cutoff time of 12pm PST, Monday to Friday!
We offer the following shipping services through Canada Post with the option to add required signatures at the user’s request (be sure to include it in the buyer notes!):
- Expedited (FREE on orders over $75): This shipping method is ground-based. Expect 2-5 business days for Western Canada, including Alberta. Bigger cities will be on the lower end of the ship-time estimates, while more remote regions would find themselves on the higher end. For central provinces, minimum 2 days and up to 5 is to be expected. For Eastern Canada the estimate is up to 7 business days!
- Xpresspost: This shipping method expects a 2-4 business day delivery. All items are tracked, delivery times are guaranteed and the delivery status can be checked online. Delivery standards are for items sent between most major urban centres and are estimates only. Actual delivery times depend on origin, destination, weather conditions and other factors. Find the specific delivery standard from your postal code to a Canadian destination at canadapost.ca/deliverytool.
- UPS Expedited (FREE on orders over $75) For important, but not critical, shipments, use UPS Expedited shipping. Reach your destination by the second business day, offering a great balance of speed and cost.
- UPS Express Saver: If you need your order the following day, select UPS Express Saver for time-definite delivery by morning, noon or end-of-day.
Returns
We don’t expect many returns given our quality product, but in the odd chance that a customer decides to return a purchased item, we can only accept unopened, untampered, still sealed bags within 30 days of the initial purchase.
We understand that returning products can sometimes be a hassle, and we’re committed to making the process as seamless and efficient as possible for you. We encourage our customers to call our customer support phone line (Open Monday-Friday 8-4pm) for any assistance with your returns. Our customer support team is trained to provide detailed explanations, ask helpful questions and provide answers to all of your inquires regarding the return process. Whether you’re unsure about our return policy, need clarification on a specific issue, or want to understand the next steps, we’re here to provide clear and concise information.
Returned items can be sent back for a store credit in the form of a coupon code or rewards points. Note: Any order that has yet to be processed and shipped out that has been paid for can be fully refunded!
Should there be an issue with your order, for example, if you’re missing an item, received the wrong item, or if the package was damaged in transit, please contact us and we will send out a replacement free of any shipping costs to you. Due to inconsistencies of different scales, as well as weight tolerances, all of our products are plus or minus 1g.
Note: To protect against fraudulent claims, we handle returns and issue claims on a case by case basis, so we may request additional information to process the return. We reserve the right to reject compensation for any claims of missing or damaged items or packages.
Returns and Verification Process
If you encounter any issues with your kratom order, such as missing items, damage, or quality concerns, please follow these steps:
- Contact Us: Reach out to our customer service team within 14 calendar days of receiving your order to report the issue.
- Provide Details: Explain the nature of the problem and provide relevant details, such as your order number and the specific items affected.
- Submit Photo Evidence: As part of our verification process, we require customers to email a photo image of the contents of the package they received. This helps us confirm the accuracy of your claim and expedite the resolution process.
- Assessment and Resolution: Once we receive your request and photo evidence, we will promptly assess the situation and work with you to resolve the issue. This may include issuing a replacement, refund, or store credit, depending on the circumstances.