FAQs old

What is the fastest way for my order to be processed?
Place your order online before the 12:00 PM PST (noon) cut-off, Monday-Friday, to ensure same-day shipping.

Can I order by phone?
If you are unable to place your order online, we are happy to take your order over the phone. Please allow up to 2 business days for any telephone orders to be processed and shipped.

What payment methods do you accept?
Interac e-Transfer (through your Online Banking)
or
COD (Collect-On-Delivery) – Pay for your order at your local Canada Post office with cash, credit, or debit.

At this time we do not accept credit card payments online. If you would like to pay with a credit card, please choose COD. For more information regarding payment methods, please visit our Payments section.

Where is my order confirmation email?
An order confirmation email is automatically sent within 30 minutes of successfully placing an order. It may be filtered into your spam folder. If you cannot find one, please contact us immediately.

How can I communicate any special requests?
For any comments or requests regarding preferences about your order, please leave us note on the Cart page before checkout.

Can I make changes or additions to my order?
Please contact us immediately and we will do our best to accommodate your requests. Due to our efforts to ensure that your order is delivered as quickly as possible, we cannot guarantee any changes to your order after it has been placed.

If you would like to change more than one product in your order, please create a new order and send us a request to cancel your previous one.

Can I cancel my order?
As long as your order hasn’t been processed, we can cancel it and offer you a refund. Please note that refunds may take up to 3 business days to process. The security answer to accept your refund will be: canada1

How do I know which products to choose?
Canada Kratom Express does not make claims or recommendations to use our products for treating any type of medical-related conditions. We recommend doing your own research and discernment before making your purchase. If you would like general information regarding strain properties or popular products, please click here or contact us.

Who can order your products?
To order from Canada Kratom Express, buyers must have an address in Canada, be eighteen (18) years of age or older, and agree to our Terms and Conditions in their entirety. Please click here to view the full details of our Terms and Conditions.

How do I check the status of my order?

• You may view the status of your order by logging into your account and clicking scroll down to the Order History section.
• Confirmations are sent via email within 30 minutes when
• your order has been received or
• your order has been shipped
• If you did not receive any confirmation emails, please check your email spam inbox or contact us.
• Please allow 1 business days for your order status to change.

Why has my order been delayed?
Your order may have been delayed or cancelled for the following reasons:

• We have not received payment yet – please verify that your e-Transfer was sent correctly. If you chose COD payment, please verify that your confirmation email states ‘COD’.
• If your order is not present after logging into your account to check the status and you still have not received an order confirmation email, we may not have received it. Please contact us immediately if this is the case.
• Your order may be missing key information required for shipping.

What kind of shipping options do you offer?
We offer shipping options through Canada Post that will deliver your package anywhere from 1-7 business days (Expedited, Xpresspost, or Priority service).

Click here to view details of our shipping options and rates. 

What is Same-Day Shipping?
As long as your order is placed before our cut-off time of 12:00 PM PST (noon) during weekdays, it will be shipped that same afternoon. Same-day shipping does not mean you will receive your order on the same day it was placed or shipped.

How do I track my package?
Tracking is included in your shipment confirmation email, which is sent shortly after your order is shipped. This email will provide you with the tracking number for your package and a link to the shipping carrier’s website.

Please note that tracking updates on the Canada Post website can be delayed. We cannot assist with your package while it is in transit unless it is past the Guaranteed Delivery Date or tracking says ‘Verify Recipient’s Address’. If this is the case, please contact us.

The delivery of my package is delayed. Can you help?
Sometimes shipping service can be delayed. Please allow 1 additional business day to pass after the Delivery Standard Date before contacting us. At that point, we will follow-up with Canada Post to help locate your package. 

My tracking shows that my package was delivered but I did not receive it.
Please allow 1 full business day before contacting us, as Canada Post tracking updates may not always be accurate. At that point, we will follow-up with Canada Post to help locate your package.

My address is incorrect. Can I fix it?
If you catch an error in your address, please contact us immediately. We may be able to make the correction as long as your order has not shipped. 

If your order was shipped with an incorrect address, it may be automatically returned to us. Please look out for a ‘Verify Recipient’s Address’ notification on your tracking. If this is the case, we recommend contacting Canada Post directly, as there may be a chance to correct the address.

What is your Return Policy?
Any product that is unopened may be returned to us for store credit of equal value within 30 days from the ship date. Please click here to view the full details of our Return Policy.

How do I reach Customer Service?
Please click here here to reach our Customer Care Team.