Are processed and shipped out normally within 2 days after payment has been received. We try and ship same day but do not guarantee it.
Depending on payment method could see one of these:
HOLD = Waiting on payment OR just ordered and we haven't seen it yet.
PENDING = Just ordered and depending on payment method just paid.
PROCESSING = Have payment, order is invoiced and inline to be shipped.
COMPLETE = Order is Paid and Shipped. Tracking number sent.
Please keep an eye on the top banner for up to date info and announcements if any.
Once we receive an order and payment has been made and the order is invoiced then it is line to be shipped. The orders ship out in the order they are received ( by order # ). We know everyone wants the package ASAP and the shipping dept. works hard to get them out as such. Once you receive a shipment email the order has been shipped. We don't make shipping labels so the customer just gets something and then ship the next day. Most shipments happen later in the day as our cutoff time is 4:30pm PST.
We only ship within the USA. We ship usps First Class or Priority mail. If the package is small under 14 oz's it will normally go First Class if under $50 and that option is selected, if it's over 14oz's it will go Priority mail. We also always offer the option for usps priority under $50 also.
Once your order ships you will receive a shipment email as long as your email provided doesn't flag them as spam, check spam / junk folder if you don't see it. Find your tracking by looking in your account under your order.
The time frame for the shipment method you selected will begin when the carrier picks it up for delivery. We show AFTER the order has shipped in checkout. Some think if they order on a Friday at 5pm PST and it says 2 days shipping then they will get it Sunday or even Monday. That is not the case as we have normal business hours and when we come in Monday the processing time will start and THEN once it ships the stated shipping time from USPS will apply, which is not always what they promise.
We have no control over the postal system once we drop it off it's in their hands to deliver it. Most of the time they do a great job however on the rare occasion it could bounce around in the mail system for a bit. Please be patient we know it is not easy but calling them and seeing why the package is late or going to another city won't help we have tried many times. If it goes a wrong direction when the other city gets it they reroute it back to where it needs to go. If your package hasn't updated for a week 7 days and your having trouble with it please contact us.
Holidays are always slower times for the mail service.
Your order is discreetly shipped in an unmarked package with the address of TKS. Nowhere will it say what you purchased. TKS is the name on the return address.
You can see frequently asked questions about shipping here https://thekratomsyndicate.zendesk.com/hc/en-us/sections/360007899211-Shipping
The Kratom Syndicate Store is unable to make any alterations to orders after they have been submitted please always double check billing and shipping address before placing the order. If you ever have an issue please contact us right away on the Live Chat Help Desk, Email or Phone number. Our contact info is located in many areas. Bottom of the website, order confirmation, pack slip, product packaging and email are just a few locations you can get a hold of us.
For returns or damaged/missing products we may ask you to provide a photo of the product or packaging or additional information. Our Kratom powder bags will have a TKS QC number on them, bottom or bottom back side as well as a stamp on the pack slip of who packaged the shipment. If you can provide this info when contacting us it is helpful. The TKS QC number is equine just for that bag, we can track exactly when that product was made on the batch record and by whom down to the time and day. If you are able to get these in a photo it makes it simple.
All our products are packaged under video recording, our inventory and shipping areas already have HD cameras setup for security and have found this to be an effective way of checking the shipment timestamp on the order and rolling back the feed to address any mistakes that might have happened during the shipment of the order. We look at returns in two different ways. Please see below.
Quality Control Related Returns:
Our GMP process does not allow anything that leaves our facility to re-enter inventory. All returned products we must destroy opened or not. We do not do any reprocessing of products for customer safety. If the product has been determined by TKS to be an issue related to Quality Control we will request the product be returned for examination and testing if necessary per our written GMP procedures. We may also need additional info for reporting. For QC returns we will send you a prepaid label via email to print or mail depending on what is best for the customer.
NON Quality Control Related Returns:
We always aim to make our customers happy and this is why we always ask newer customers to try a sample pack first before making a larger size purchase if one is available. Kratom is subjective and alot can effect how kratom works. Stress, Food, Time of Day, Active or not, Bio-availability, Kratom is also not for everyone. All our Kratom is lab tested and has active MIT and 7-HO within spec. If it "does not work" the product it self is at spec. We can not control a customer's body and all the variables that effect the absorption of kratom or how a customer responds to it. The original product purchased needs to have 75% of its NET WT. still in the container. We will not refund products that have been used more than that. We will not pay for shipping on NON QC related returns. We must receive prior than 30 calendar days from purchase date to issue replacement or refund. We will only issue a replacement or refund once the product has been received by us within 30 days of purchase date. Please get tracking on any packages sent to us.
A) Replacement product or products within 30 days of purchase date.
B) A full refund of the product price only within the first 30 calendar days of original purchase date.
If a replacement product is not a satisfactory solution then we will refund the customer in the same payment method in which we received for payment of products. We do not refund shipping costs.
Our return mailing address is TKS PO BOX 1297, Hillsboro, OR 97123.
To start a return or refund please login to your account and look at Returns or click here