Returns & Refunds

30-Day Customer Satisfaction Guarantee

We stand behind the quality, care and consistency that our products deliver. We want every experience to reflect the high standards that our customers have come to expect from us.

Shipping Delays

Although we do not provide refunds or partial refunds for carrier shipping delays, we always recommend that customers reach out if they have any concerns. We have built exceptional relationships with our shipping partners. We never expect our customers to spend their time trying to navigate the carrier’s support system on their own.

Depending on the circumstances, our team may choose to provide goodwill compensation as a credit to your account in BC Kratom Rewards Points.

Standard Delivery Timelines

Each shipping method has a standard estimated delivery timeline. A package is considered delayed only after it has exceeded the delivery timeline listed on our website for the selected shipping method. You can view the estimated delivery timelines for each available shipping method on our Checkout Page.

30-Day Customer Satisfaction Guarantee

We stand behind our products and want every customer to have an overall positive experience. If you have an issue with your order, we encourage you to contact us within 30 days of shipment. This way we can review the situation and work together on an appropriate solution.

While requests submitted after 30 days may limit the solutions we have available, we still encourage you to reach out to us. We’ll always do our best to help and are happy to discuss all possible resolutions.

Depending on the situation, possible options may include:

• Replacement product
• Reshipment of the affected item
• Store credit (rewards points added to account)
• Return label for eligible returns
• Refund (when appropriate)

Each solution is reviewed individually, so we will review your concerns and provide the most fair and appropriate option available.

How to Start a Claim or Return

• Your Order Number
• The name of the affected product (strain/name/size)
• A clear description of the issue
• A photo of the affected product
• A photo of the back of the bag including the strain label, LOT number label with the packed-on-date
• Photos of the packaging or shipping box if the order arrived damaged

Here is an example of the exact image our team needs to verify your product.

Once we receive the required information, our team will assess the claim and work with you toward a solution.

Returns of Unopened Products

For product integrity and safety reasons, we can only accept returns of products that remain unopened. We cannot accept opened products for exchange or return once the original product seal has been broken.

Missing, Incorrect, or Damaged Orders

If something doesn’t seem right with your order, please let us know. Whether your order arrives with a missing item, you receive the wrong product, or your shipment was damaged in transit, please contact us as soon as possible.

To help us verify the issue we may ask for photos of:

• The full contents of the package
• The packing slip included in your order
• The shipping box or mailer your order was packaged in
• The affected product or products
• The rear label on the products showing the LOT number and Packed-On-Date

Once we receive those images, we may send a replacement or reship the affected item at no additional shipping cost to you.

Order Cancellations

If your prepaid order has been placed but has not yet been processed or shipped, we can usually cancel the order and issue a full refund. Once an order has been completed and shipped, it is no longer eligible for cancellation. From that point on, our standard return and satisfaction guarantee processes will apply.

Refunds

When a refund is approved, it will typically be issued back to the original payment method used at checkout. Refund processing times may vary depending on the payment provider or financial institution. Once a refund has been issued by BC Kratom, it may take several days for the funds to appear on your statement.

Store Credit and Rewards Points

In some cases, we may offer a store credit or rewards points as a resolution. Store credits and rewards points can be used toward a future purchase on bckratom.com. Store credit and rewards points have no cash value and cannot be transferred to another customer account.

Verification and Fraud Prevention

To protect our customers and our business, we may request additional information before approving a return, replacement, credit, reshipment, or refund. BC Kratom reserves the right to deny claims that cannot be reasonably verified, appear to be fraudulent, involve misuse of the return policy, or fall outside the terms of this policy. Repeated, excessive, or abusive claims may result in limited service, refused returns, or account restrictions.

Products Purchased from Other Sellers

This policy only applies to products purchased directly from bckratom.com. We cannot process returns, refunds, or replacements for products purchased from third-party sellers, resellers, or any other website.