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Payments
How does COD work?
If you chose COD at checkout we will ship your order to the address provided. The postal employee will deliver your mail like normal however they will come to your door to collect the cash and give you the package. You must be home at the time of delivery. If it ships to a PO Box then you just pay at the counter to get your package. 
Do you take Visa and Mastercard?
Visa and Mastercard have banned kratom vendors from using their service ( all credit cards). Most new customers don't realize this and are confused why they don't see it at checkout. This is a very common question.  We have between 6-10 different...
Why is there an extra charge on a payment method?
Any additional charges are listed at the point of sale. By law many states do not allow surcharges. We do not charge a surcharge. We have a Convenience fee on credit card purchases and it is listed at the point of sale. Other payment methods are...
I ordered but never got an email with payment details yet
Two things have happened.  Your email has blocked ours and our email is in your spam folder or blocked by your email provider all together  and / or It is after business hours and we haven't seen your order yet and emailed you the payment...
Why is order on HOLD?
We are waiting on payment or haven't seen the paid payment yet due to business hours or large order qty's coming in.  If your order is on hold more than 5 days waiting for payment it will be automatically cancelled ( except waiting on money orders...
do you take paypal?
Anyone accepting payments from paypal is just asking for thier funds to be stolen. They take your paypal balance for 180 days and good luck getting that back, been down the road 4 times in the past.  No we don't accept paypal as they do not allow...
What method of payments do you offer?
The payment methods listed in checkout are always current. Please log in and take a look in checkout.
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Shipping Questions
How does COD work?
If you chose COD at checkout we will ship your order to the address provided. The postal employee will deliver your mail like normal however they will come to your door to collect the cash and give you the package. You must be home at the time of delivery. If it ships to a PO Box then you just pay at the counter to get your package. 
I paid by echeck and my order is still on hold and hasn't shipped
ECheck takes up to 7 business days to complete. You may have had funds removed from your account but we ship once funds have been deposited into our account. As soon as we have funds we will ship. Now if this is your first Echeck we normally wait the...
My order says Processing what does that mean?
When your order status is Processing that means we have payment and it is being prepared to ship. Once it ships it will change status to complete and you will have gotten an email with tracking details. Tracking doesn't update right away. Please note...
How come my tracking number doesn't work?
If you just received a shipment email that means your order has been shipped. We do not send tracking and not ship the order that day. The tracking numbers do not update right away. Please be patient and give it a good day, if you received the shipment...
How long after placing my order do you ship?
We do not guarantee same day shipping but we certainly try to ship same day if possible. It all depends on how many orders are in front of us. We process them in the order in which they are received. It normally takes 0-2 days. Mondays are always extra...
Priority 2 day shipping so that means i get my package 2 days after it's ordered?
2-3 day priority shipping means once your package is shipped that is how long the postal system is saying it will take to get your package. That doesn't include the processing time. Depending on the current workload processing time may vary from 1-2...
My order shipped where the heck is my order!
We do not have any control over the post office. Once we drop a package off it is out of our hands. Once a package is shipped and dropped off you get a shipment email. ( didn't get it log into your account and look under your current order for all details...
My order shows either HOLD, PENDING or PROCESSING what does that mean?
ORDER STATUS    PENDING = A NEW ORDER  HOLD = WE ARE WAITING FOR PAYMENT or HAVE PAYMENT AND HAVEN'T INVOICED YET PROCESSING = WE RECEIVED PAYMENT AND YOUR ORDER WILL BE SHIPPED SOON COMPLETE = ORDER IS SHIPPED, YOUR ORDER IS COMPLETE ...
How do I know what's going on with my order?
The best thing to do is log in to your account. Go to " My Account" top right of website in links or bottom of the site. Then go to My Orders. You will see your order there. Click on "View Order" It will show the current order status and any notes about...
I placed an order and my shipping address is not correct what do I do?
The shipping address that was put down in checkout is where your order is being sent to. If you realize an issue or typo AFTER you ordered and trying changing it in your account settings that DOES NOT update the order. Once you place an order with a...
What are your normal business hours? Also, are you active/open on weekends?
We are open 9am to 5pm PST Monday to Friday. We are on the west coast. The help desk is on the site for live chat during these times. Sometimes we are away from the help desk but you can leave a message. We also have a dedicated voicemail number were...
Does tks offer different shipping methods? Like Fedex, ups?
We only ship USPS first class and Priority currently however depending on when you read this it could have changed. The shipping methods are shown in checkout and below on the shipping and orders page. https://thekratomsyndicate.com/orders-and-shipping...
Are you able to deliver to a PO box?
Yes please see our Shipping policy located at the bottom of the website. All site links are located there. We ship USPS so it is not a problem. 
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Contacting Us
How do we contact you?
You can use the chat box on the bottom of the site or email us by submitting a ticket. https://thekratomsyndicate.zendesk.com/hc/en-us/articles/360039085692-Submitting-a-ticket-to-contact-us Please don't email us from a aol, hotmail or yahoo email...
How do I know what's going on with my order?
The best thing to do is log in to your account. Go to " My Account" top right of website in links or bottom of the site. Then go to My Orders. You will see your order there. Click on "View Order" It will show the current order status and any notes about...
I placed an order and my shipping address is not correct what do I do?
The shipping address that was put down in checkout is where your order is being sent to. If you realize an issue or typo AFTER you ordered and trying changing it in your account settings that DOES NOT update the order. Once you place an order with a...
Can you carry Kratom with you on a plane?
Kratom is legal in most states, the best thing to do is check the kratom legal map here http://speciosa.org/home/kratom-legality-map/ As far as traveling to other countries you would need to check with the country current status of kratom by googling...
Does tks offer different shipping methods? Like Fedex, ups?
We only ship USPS first class and Priority currently however depending on when you read this it could have changed. The shipping methods are shown in checkout and below on the shipping and orders page. https://thekratomsyndicate.com/orders-and-shipping...
what do I do if I have received the wrong product or short product?
<p>Please take a photo of the packing slip that was inside your package and a photo of the product that you have received. We will need both photos to process a return label, a replacement order or a refund. Please see our <a title="TKS Help Center" href="https://thekratomsyndicate.zendesk.com/hc/en-us/articles/360039531711-what-do-I-do-if-I-have-received-the-wrong-product-or-short-product-" target="_blank" rel="noopener">help center</a> for detailed info. </p>
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Before and After ordering
I ordered but never got an email with payment details yet
Two things have happened.  Your email has blocked ours and our email is in your spam folder or blocked by your email provider all together  and / or It is after business hours and we haven't seen your order yet and emailed you the payment...
Why is order on HOLD?
We are waiting on payment or haven't seen the paid payment yet due to business hours or large order qty's coming in.  If your order is on hold more than 5 days waiting for payment it will be automatically cancelled ( except waiting on money orders...
My order says Processing what does that mean?
When your order status is Processing that means we have payment and it is being prepared to ship. Once it ships it will change status to complete and you will have gotten an email with tracking details. Tracking doesn't update right away. Please note...
My order shipped where the heck is my order!
We do not have any control over the post office. Once we drop a package off it is out of our hands. Once a package is shipped and dropped off you get a shipment email. ( didn't get it log into your account and look under your current order for all details...
I'm unhappy with a product or service
We certainly do try and hope every single customer has a great experience with TKS! If you are unhappy for any reason contact us. We aim for 100% customer satisfaction. Please understand if you are level headed and go about it in a respectful manner ...
Do you offer free samples?
We try if requested in the comments box during checkout to add a few samples of kratom to your order. Please let us know what you want. We get comments like "let me try something I haven't had before". We have no clue and can't go thru all the old orders...
How do we contact you?
You can use the chat box on the bottom of the site or email us by submitting a ticket. https://thekratomsyndicate.zendesk.com/hc/en-us/articles/360039085692-Submitting-a-ticket-to-contact-us Please don't email us from a aol, hotmail or yahoo email...
I contacted you but no reply yet
We work 9-5 Monday- Friday PST. We are on the west coast.  We responded to emails and offline help desk messages during normal business hours and in the order they can in.  When ever contacting us about an order we need your order # so we can...
How do I use a Coupon code, Store credit or Rewards points?
(1) To use a Gift Card that you purchased or received you can enter it into the shopping cart gift card claim box. If you plan on holding on to it the best thing to do to keep track of one or many gift cards is to enter the gift card claim...
What are your normal business hours? Also, are you active/open on weekends?
We are open 9am to 5pm PST Monday to Friday. We are on the west coast. The help desk is on the site for live chat during these times. Sometimes we are away from the help desk but you can leave a message. We also have a dedicated voicemail number were...
What method of payments do you offer?
The payment methods listed in checkout are always current. Please log in and take a look in checkout.
what do I do if I have received the wrong product or short product?
<p>Please take a photo of the packing slip that was inside your package and a photo of the product that you have received. We will need both photos to process a return label, a replacement order or a refund. Please see our <a title="TKS Help Center" href="https://thekratomsyndicate.zendesk.com/hc/en-us/articles/360039531711-what-do-I-do-if-I-have-received-the-wrong-product-or-short-product-" target="_blank" rel="noopener">help center</a> for detailed info. </p>
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cGMP compliance
How do I know your products are safe and clean?
Superior Quality & GMPs We are a cGMP compliant supplement manufacture following all the FDA 21 CFR 111 guidelines. This means current good manufacturing practices. We work with cGMP compliant suppliers in Indonesia and have qualified them thru...
Do you lab test your kratom for contaminants?
Yes. We lab test our products for safety. We use a few accredited labs for testing.
Do you do quality testing for mitraginine and 7-hidroxymitraginine?
Hi yes we do test for MIT and 7-HO on all the kratom we have. Please contact us if you are requesting a COA. Please have your order # and email you used for your purchase handy.
Will your kratom come labeled with exact percentages for each batch with the Mitragynine and 7-HO?
It is never exact in a natural product that is why the ranges are there to cover variations, but anyone can request a copy of the lots COA. Also depends on the lab that preforms the test, even with the exact same product every lab is not 100% exact on...
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General Questions
I'm unhappy with a product or service
We certainly do try and hope every single customer has a great experience with TKS! If you are unhappy for any reason contact us. We aim for 100% customer satisfaction. Please understand if you are level headed and go about it in a respectful manner ...
How to whitelist our TKS email
If you are not getting our emails and use gmail or another email provider. Whitelist us so gmail doesn't block our emails. Very simple process to insure you get out emails. sales @ thekratomsyndicate.com. Spaces left out so spam bots don't get it.&nbsp...
Do you offer free samples?
We try if requested in the comments box during checkout to add a few samples of kratom to your order. Please let us know what you want. We get comments like "let me try something I haven't had before". We have no clue and can't go thru all the old orders...
How do we contact you?
You can use the chat box on the bottom of the site or email us by submitting a ticket. https://thekratomsyndicate.zendesk.com/hc/en-us/articles/360039085692-Submitting-a-ticket-to-contact-us Please don't email us from a aol, hotmail or yahoo email...
I contacted you but no reply yet
We work 9-5 Monday- Friday PST. We are on the west coast.  We responded to emails and offline help desk messages during normal business hours and in the order they can in.  When ever contacting us about an order we need your order # so we can...
My order shows either HOLD, PENDING or PROCESSING what does that mean?
ORDER STATUS    PENDING = A NEW ORDER  HOLD = WE ARE WAITING FOR PAYMENT or HAVE PAYMENT AND HAVEN'T INVOICED YET PROCESSING = WE RECEIVED PAYMENT AND YOUR ORDER WILL BE SHIPPED SOON COMPLETE = ORDER IS SHIPPED, YOUR ORDER IS COMPLETE ...
How do I know what's going on with my order?
The best thing to do is log in to your account. Go to " My Account" top right of website in links or bottom of the site. Then go to My Orders. You will see your order there. Click on "View Order" It will show the current order status and any notes about...
How do I know your products are safe and clean?
Superior Quality & GMPs We are a cGMP compliant supplement manufacture following all the FDA 21 CFR 111 guidelines. This means current good manufacturing practices. We work with cGMP compliant suppliers in Indonesia and have qualified them thru...
Good morning, When do you expect the Super MD to be back in stock?
Hopefully soon unfortunately customs is backed up with the gov shutdown so shipping has slowed from Indonesia. I would estimate 3-5 weeks. The green j/k is very similar. Thanks TKS
Notify me please when a product is available
Hi, We have just a feature on the site. All you have to do is visit the strain page and add your email in where it says Subscribe to back in stock notification. It is called in stock alerts. When we put it back in stock you get an email automatically...
How do I use a Coupon code, Store credit or Rewards points?
(1) To use a Gift Card that you purchased or received you can enter it into the shopping cart gift card claim box. If you plan on holding on to it the best thing to do to keep track of one or many gift cards is to enter the gift card claim...
Will your kratom come labeled with exact percentages for each batch with the Mitragynine and 7-HO?
It is never exact in a natural product that is why the ranges are there to cover variations, but anyone can request a copy of the lots COA. Also depends on the lab that preforms the test, even with the exact same product every lab is not 100% exact on...
What are your normal business hours? Also, are you active/open on weekends?
We are open 9am to 5pm PST Monday to Friday. We are on the west coast. The help desk is on the site for live chat during these times. Sometimes we are away from the help desk but you can leave a message. We also have a dedicated voicemail number were...
Do you offer split kilos?
We do not offer "split kilos". We have sizes 30g, 125g, 250g, 500g and 1kg sizes. All Sizes are located here. https://thekratomsyndicate.com/kratom-powders.html The kilos are located in a seperate catagory. https://thekratomsyndicate.com/kratom...
Out of stock product
We have just a feature on the site. All you have to do is visit the page and add your email in where it says Subscribe to back in stock notification. It is called in stock alerts. When we put it back in stock you get an email automatically.
What method of payments do you offer?
The payment methods listed in checkout are always current. Please log in and take a look in checkout.
Are you able to deliver to a PO box?
Yes please see our Shipping policy located at the bottom of the website. All site links are located there. We ship USPS so it is not a problem. 
How do I make an account?
Below we show a step by step to creating an account. You must have a working mobile number to get a OTP ( One Time Password ). This is a security feature to prevent fake sign ups and bot's from making accounts. We do not use your number other than sending the OTP. Click Read more to see video
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Green Vein Questions
Do you offer free samples?
We try if requested in the comments box during checkout to add a few samples of kratom to your order. Please let us know what you want. We get comments like "let me try something I haven't had before". We have no clue and can't go thru all the old orders...
Notify me please when a product is available
Hi, We have just a feature on the site. All you have to do is visit the strain page and add your email in where it says Subscribe to back in stock notification. It is called in stock alerts. When we put it back in stock you get an email automatically...
Can you carry Kratom with you on a plane?
Kratom is legal in most states, the best thing to do is check the kratom legal map here http://speciosa.org/home/kratom-legality-map/ As far as traveling to other countries you would need to check with the country current status of kratom by googling...
Are you always looking for new strains to offer?
We used to and have nailed down good strains but No not anymore. Many reasons why but mainly the FDA has been seizing shipments left and right, so all those multi strain kilo samplers that would come in to test are no longer making it. They are on an...
Do you offer split kilos?
We do not offer "split kilos". We have sizes 30g, 125g, 250g, 500g and 1kg sizes. All Sizes are located here. https://thekratomsyndicate.com/kratom-powders.html The kilos are located in a seperate catagory. https://thekratomsyndicate.com/kratom...
If you don't sell a specific type will you special order?
 I wish we had the import freedoms to do something like that things are very tough right now. Back in the day getting different samples in to test products( that specific strain) from many vendors wasn't an issue, that (specific strain) find the...
Out of stock product
We have just a feature on the site. All you have to do is visit the page and add your email in where it says Subscribe to back in stock notification. It is called in stock alerts. When we put it back in stock you get an email automatically.
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