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 do I do if I have received the wrong product or short product?

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.

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