FAQ

SHIPPING

My package is marked as delivered but I haven’t received it yet, where is my Kratom?

On occasion, 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

When we process your order, a tracking number is assigned to your package- this number is only "assigned" and will show invalid in the USPS system until they input it. 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 especially 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

Ok so 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.

PAYMENT

My credit card was declined but it shows as charged

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. Please do not try your card more than twice- as we are charged for the declined transaction.

Is my credit card information secure?

Yes! Kratom Divine guarantees your privacy and security! We are secured by an industry leading 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.

What is the charge if my check is not good?

We are assessed a charge of $35 for a NSF check therefore we will pass that fee onto you should your check prove to be NSF when presented to our bank. Should this happen to you, there is no explanation necessary- we know stuff happens in life- we do expect you to remedy the situation immediately however.

ORDERING

Can I add an item to my order?

Yes, contact us via the Contact Us link at the bottom of the home page, and we will do it for you. However, placing a new order is probably faster. You can either let the new order ship separately, or just request that we try to combine your two orders. We will do our best to accommodate you. 

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 or course give you a full refund. If we have already shipped it we will issue the refund when we receive it back.

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 mistakenly treating our emails as SPAM. Please, have a quick look at your SPAM/JUNK e-mail folders.