FAQ

Shipping

My package is marked as delivered but I haven’t received it yet

My shipment has been lost

I tried to check the status of my package but there is no tracking information on the website

I checked the status of my package and it looks like it has been sent to the wrong address

The shipping address I submitted is different to the shipping address in my shipping label

How do I track shipment progress?

Do you ship to PO Boxes or APO/FPO military addresses?

Incorrect Addresses

Guaranteed Delivery to US

The package I received was damaged

International shipping

International First-Class Mail

Priority International Mail

Express International Mail

Shipments to Brazil

Shipments to Asia, India, Middle East, & Russia

I am an international customer and I am being asked to pay a fee to receive my package, why?

Payment

My credit card was declined but it shows as charged

Why was my credit card declined?

Is my credit card information secure?

Do you accept prepaid/gift credit cards?

Ordering

Can I add an item to my order?

Can I change my shipping address after placing an order?

Can I cancel my order?

Why didn't I receive an order confirmation e-mail?


Shipping

My package is marked as delivered but I haven’t received it yet

On occasions, USPS may update your delivery status a day early in anticipation of its final delivery. If you have not received a notice, or your package is still not delivered on the following business day, please check with members of your household, neighbors, apartment/office managers first to see if someone accepted the package for you. Occasionally, packages may become lost in transit, delivered to an incorrect address, left in or near the garage or tucked behind bushes out of plain view If you are unable to locate your package, we recommend calling-1-800-ASK-USPS and asking them to open a case, that way they can contact the delivery unit responsible for further information. You should receive a call back regarding the issue within 2 business days. There are plenty of instances where a package marked as delivered, but not received, has been recovered and properly given to the addressee. If you are still unable to locate your package, please feel free to contact us.

My shipment has been lost

All USPS mail shipments within the United States will be considered lost if they have not arrived after 15 business days per USPS. Orders lost due to incomplete address information provided by the customer are the responsibility of the customer and are not eligible for a refund. Packages that are confirmed delivered by a delivery confirmation number are NOT eligible for a refund. Please make sure the shipping address you use for your order is to a safe and secure location. Packages that are stolen after delivery are not eligible for a refund and the customer will need to file a claim with USPS.

I tried to check the status of my package but there is no tracking information on the website

USPS does not consistently scan or track packages while they are on route, but only provides the date and time that it was delivered (there are some exceptions, but generally, this is true specially with First Class Mail). Therefore there is a possibility that you won’t have tracking information for your order until your package is actually delivered.

I checked the status of my package and it looks like it has been sent to the wrong address

Don’t panic yet, it might be that the tracking number is a re-used number that has not been purged from the site yet (USPS does reuse tracking numbers. UPS and FedEx also do this. Sometimes, old tracking information will come up for a number if you check it as soon as you get it). What most people don't know is that tracking numbers are often re-used. The first time a tracking number gets generated, it sits on the carrier website for approximately 6 months and then it is erased from the website and returned to the system to be used again. In infrequent situations, the number doesn't get erased and when it is reused, the old information pops up instead of the new info when the tracking number is scanned again. The good news is that your package is on its way because it must've been scanned for the old information to reappear with a recent date; however, you may not be able to track your package. USPS generally updates the information within a day or so when an error like this is made, but not always.

On the other hand, sometimes the person scanning and checking in packages just inputs the incorrect location into the system. These are often small errors that are rectified within 24 hours, and they do not affect your package in transit. It is just inconvenient because you are not able to verify where your package is until the issue is corrected.

The shipping address I submitted is different to the shipping address in my shipping label

Our shipping system verifies domestic destination addresses using the USPS address matching system before we print our postage labels; this means that sometimes it formats addresses to USPS standards to avoid delivery delays. We have seen modifications in addresses many times and so far we have had no delivery problems.

How do I track shipment progress?

Once you receive an email from us that your order has been shipped, simply click on the link in the email to track your order, using the shipment number in the email. Information is generally available on the evening of the date the package was shipped. Note that shipping numbers are provided to us by the carriers, and we cannot be responsible for errors on the part of our carriers, or for the content on their websites. Please, be aware that the USPS provides only a delivery confirmation service for some remote destinations, not a tracking service. Confirmation of delivery or attempted delivery is always provided.

Do you ship to PO Boxes or APO/FPO military addresses?

Yes, we ship to both.

Incorrect Addresses:

Please make sure you have entered your shipping address correctly before submitting your order. If you notice a mistake, contact us by email immediately as we ship all packages as soon as possible to get them delivered to our customers quickly. Packages that are confirmed delivered to the address on the order are NOT eligible for a refund. Orders returned to us because of an incorrect or incomplete address will be refunded.

Guaranteed Delivery to US:

We guarantee that your domestic package will be delivered to the address you provided to us. If your package is lost by the carrier, we'll replace it - FREE. Every package we send inside the US has a delivery confirmation number. This is our proof of delivery. If your package is lost, and the carrier cannot give us confirmation of delivery, we will send you a replacement of your order at no cost to you. (If the carrier has proof of delivery, yet you say that you did not receive your package, you must file a claim directly with the carrier, using the delivery confirmation number we will provide for you). You must allow enough time for the carrier to deliver your package. In the case of USPS, it can take up to 20 business days to deliver your package. Please wait the required amount of time before notifying us of an undelivered package.

The package I received was damaged

If your package is damaged, please, send us an email to saundra@buykratom.us. You must include a picture of the package so we can file a claim with USPS. You will need to retain the contents you received and all the associated packing materials until your claim is settled (usually 30 days). You may be asked to take them to your local Post Office for inspection later.

International shipping

International First-Class Mail

Packages shipped using USPS First-Class Mail usually arrive within 2-4 weeks after they are shipped. This service only offers shipping confirmation, not detailed tracking information. Customs Label number is typically not scanned for tracking purposes outside the US. We regret that we are unable to tell you where the item is or the exact date it will be delivered. USPS does not guarantee delivery times for First Class Mail. Items that are shipped via this method are not insured and may not be replaced if lost, stolen, or damaged, once the package leaves our hands there is nothing we can do at this point. Deliveries can take as long as 8 weeks after your order has been placed to complete due to customs. PLEASE NOTE: All customs fees and duties are the responsibility of the customer. You may be subject to import duties and taxes, which are levied once the package reaches your country. We have no control over customs duties or import fees, and cannot predict their cost. Customs policies vary widely from country to country; you should contact your local customs office for further information. At times, custom policies may also delay the delivery of your package. If the above timeframe has passed and you still have not received your item please contact your local post office or customs office to check on your package, as they are most likely there. If they state that it is not there, please give us an email so we can look into it.

Priority International Mail

Priority international mail is assigned a tracking number. Priority international mail can take 6 – 10 business days to reach its destination. Please also understand that customs can delay this process.

Express International Mail

International postage is assigned a tracking number and can be tracked until it is delivered to the customer. Your package will arrive to you in 3 – 5 business days. Please understand customs can delay this process.

Shipments to Brazil

Please be aware that shipments to Brazil will often take longer than the estimated transit time above. Brazilian customs processing is very slow and can often add 2-3 extra weeks to estimated delivery times.

Shipments to Asia, India, Middle East, & Russia

While most packages shipped to these areas are delivered without problems we cannot guaranty delivery or insure these shipments. Often times, shipments to these areas take much longer, even being delayed up to eight weeks.

I am an international customer and I am being asked to pay a fee to receive my package, why?

Each country is different, but many countries charge fees or duties to import items. It is the buyer’s responsibility to pay these fees on their order.

Payment

My credit card was declined but it shows as charged

When a credit card is declined because there was an error in the CVV, expiration date or billing zip code, your credit card company may still place a pending line item on your online statement (this is just a pre-authorization for the charge, not an actual charge). The reason for these pending charges is because your bank has actually accepted the transaction even though our credit card processor has declined it. Our credit card processor will send a void notification to your bank as soon as the payment becomes voided (this might take a few days). This notification will inform your bank that we won’t be capturing the funds and your bank will automatically release the funds.

Why was my credit card declined?

Credit cards are declined for a variety of reasons, such as an incorrect billing address or insufficient funds to complete the desired purchase. If the billing address that you provide at checkout does not match the information from your financial institution, your order will likely be held for further review. When a credit card is declined, we do not necessarily receive any specific reasons explaining why. We get a general “declined” message from the financial institution, and no specifics are noted. If your credit card is declined and you do not know why, we strongly recommend contacting your financial institution for more information.

Is my credit card information secure?

Yes! Kratora guarantees your privacy and security. We are secured by an industry leading VeriSign SSL certificate which ensures encryption of your personal information. We do not store any credit card information, once your order has been processed, the record is deleted from the secure server.

Do you accept prepaid/gift credit cards?

Yes. Please, make sure that your prepaid credit card is activated before using it online, otherwise it might get declined.

Ordering

Can I add an item to my order?

Yes, let us know and we will do it for you. Bear in mind that placing a new order is probably faster. You can either let the new order ship separately, or request us to combine your two orders.

Can I change my shipping address after placing an order?

Yes. You can change your shipping address any time before an order gets shipped. Please, let us know as soon as possible and we will make the changes in our system for you. Note that packages that have already left our warehouse cannot be changed.

Can I cancel my order?

If you change your mind and want to cancel your order please, contact us as soon as possible and we will cancel it for you and give you a full refund.

Why didn't I receive an order confirmation e-mail?

Please contact us so we can look into it. As soon as you checkout an order, an email is automatically sent to your e-mail confirming the order. If you're not seeing our order or shipping confirmation emails, your e-mail provider or client software may be treating our emails as SPAM mistakenly. Please, have a quick look at your SPAM/JUNK e-mail folders.