Frequently Asked Questions

General

A: All of our products are sourced direct from parts of Indonesia or direct from USA wholesale distributors.

A: We send out 3 different samples per batch to be tested. We test for microbial toxins, heavy metals and 2 kratom-specific alkaloids in each round of testing.

A: Currently, kratom is legal on a federal level in the USA but is regulated in various states, counties, and cities. Kratom continues to be controversial, so naturally, laws are continually being changed as new legislation is being proposed in various jurisdictions. We have found that this source here is usually up-to-date and relevant – Disclaimer: We do not guarantee this section to be up-to-date even though we try to keep on updating it regularly. Therefore, we recommend due diligence on the part of our customers when checking legality in their respective areas.

Banned List (updated November, 15th 2019)

  • Alabama
  • Arkansas
  • Indiana
  • Vermont
  • Rhode Island
  • Washington D.C.
  • Wisconsin
  • Sarasota County (Florida)
  • San Diego (California)
  • Oceanside (California)
  • Ontario (Oregon)
  • Denver (Colorado)
  • Jerseyville (Illinois)
  • Union County (Mississippi)

A: Management at KratomCrazy.com tries to ensure that the product we sell is consistent and of the best quality. We carefully follow the feedback and comments of customers in order to keep our product consistent. A 30-day no questions asked refund guarantee is offered on all of our products.

A: The KratomCrazy.com website, social media pages or support staff does not make any recommendations for use or intended use. Support staff cannot answer questions about use or intended use and questions related to such cannot and will not be answered. Kratom is not approved by the FDA for any use and our company abides by these rules. Our products are not approved by the FDA as a food product and they have explicitly warned against any uses in this way.

A: See above – Our packaging does not contain instructions or directions for use because we offer no directions for any intended use on any of our products. Our products are not approved by the FDA as a food product and they have explicitly warned against any uses in this way.

A: The best way to contact us is to use the contact form here or to simply respond to an email sent from us about an order update. If you have sent an existing email, a ticket is created in our system so we ask that you only send one email before a response is received.

If you use the contact form, please ensure that you enter the correct email in the field or our response will not get to you. We respond to all emails within operational business hours (10 a.m. – 6 p.m. Pacific Standard Time). We tend to answer back emails within 2-4 hours. Contacting us using the contact form is better than using our Facebook page as tickets from the website take priority over social media pages.

Payments & Returns

A: We recommend that our customers get familiar with e-check/ACH as this is the primary payment system that is always intact on our website. Upon checkout, you will be asked to enter your banking routing number and account number. This information is securely transmitted to the bank via a gateway and is not stored on our website.

The checkout page where the information is entered is encrypted via Secure Socket Layer (SSL) and passed securely (encrypted) to the gateway so that no transmitted information can be stolen by malicious third-party attackers. You can learn more about the SSL certificate and analysis of our checkout page security by clicking the icon to the left of the URL bar within the browser you are using.

A: E-Check transactions are reviewed by our manual fraud screening team every 12 hours before shipping cut-off for the business day. If your transaction has been on-hold for over 24 hours it could mean your transaction was flagged or that you owe us money on a delinquent payment. If your transaction has been on hold for over 24 hours, please contact support so that they can give more insight into the transaction. High-risk transactions will still ship, however they will be left on-hold until the payment shows cleared on our end. The fraud screening team will monitor the on-hold high risk transactions for an update and mark processing when approved. It is best to contact support if you think that there may have been an error.

A: As per our policy, we offer a full 30-day money back guarantee on all of our products. You do not need to supply a reason for your dissatisfaction however, we do require either opened or unopened product to be returned to us before issuing the refund. First, use the contact form on our site and supply your name and order number and ask to return the product. Next, the support staff will evaluate the order and issue a return label so that you can return the product to the post office. The support staff will monitor this and issue the refund by reversing the credit card charge or by mailing a check depending on which checkout method was used.

Shipping & Delivery

A: We ship most orders on the same day that they were placed on. However, some orders miss the shipping cut-off for that day and ship on the next business day. We ship Monday-Saturday, excluding Sundays and national holidays.

Please note, if your order is still on-hold after 24 hours and has not been marked processing, please refer the above question "Why is my order on hold?". If your order is processing and the tracking has not updated after 48 hours, please reach out to customer support.

 

A: If you see that your tracking number says “shipping label created” it means we have printed the label and your order is ready for USPS to pick up that day. Usually, the tracking will update on the next scan by USPS. Sometimes, USPS will miss scanning a package on the pick-up that day. If they accidentally miss scanning your parcel, it will usually update at the next USPS stop (unless they also forget to scan there as well). Please allow 24 hours for the tracking to update before messaging our support about the issue.

A: In the case where a package says delivered to the right address, but the customer has not received, we recommend that the customer asks others at the residence first. It is very common for another person in the household to have received the package – so please check with anyone else living at the residence first. In rare cases, a neighbor may also accidentally have the package. These are common issues, but in rare cases, USPS may know more information if there was a mistake on their end so it is recommended to call them. If you have exhausted these options, please message customer support to assist.

A: Please message customer support about this issue and how to rectify.

A: It is important to message support about a change of address as quickly as possible. Our shipping software corrects and verifies incorrect addresses automatically but to ensure no issues, please message support about the change as quick as possible. If the order has shipped, it is sometimes possible to contact USPS about it while it’s in transit. Support will be glad to assist you.

Guarantee
100% Satisfaction
Guarantee

We back all of our products with a full MONEY-BACK GUARANTEE so that you can order risk-free