Refund and Returns Policy
Last updated: November 8, 2026
We want you to be happy with every order from Shop Organic Kratom. Because kratom is a consumable botanical product, we handle returns differently from most online stores: for your safety and every other customer’s, we can only take back products that are still sealed. This policy explains what we accept, how to start a return, and how refunds are paid. It applies to all orders shipped within Canada.
Unopened products
You can return any unopened product in its original sealed packaging within 30 days of delivery for a refund of the product price. Return shipping costs are your responsibility unless the return is due to our error (see below), and original shipping charges are not refundable. We recommend using a tracked shipping service, as we can’t issue a refund for a return we never receive.
Opened products
Once a bag has been opened or its seal broken, we cannot accept it back or resell it. Opened products are not eligible for return, except where the product was damaged, defective, or not what you ordered.
Damaged, defective, or incorrect orders
If your order arrives damaged, a bag is leaking, you received the wrong strain or size, or something is missing, contact us within 7 days of delivery at info@shoporganickratom.com. Please include:
- Your order number
- Photos of the product, the packaging, and the shipping label
- A short description of the problem
Once we confirm the issue, we will send a free replacement or issue a full refund, including shipping, whichever you prefer. In most cases we won’t ask you to send the item back.
How to start a return
- Email info@shoporganickratom.com with your order number and the items you’d like to return. Please don’t send anything back before we reply.
- We’ll confirm eligibility and send you the return address.
- Ship the sealed items back to us with tracking and send us the tracking number.
Refunds
We inspect returned items when they arrive and email you to confirm whether the refund is approved. Approved refunds are sent by Interac e-Transfer to the email address on your order within 5 business days. If you paid another way, we’ll refund you using that same method where possible.
If you haven’t received an approved refund within that time, check the inbox and spam folder for the email on your order, then contact us and we’ll look into it right away.
Cancelling an order
You can cancel an order for a full refund any time before it ships. Because we aim to ship orders paid before 11:30 a.m. PST the same day, please email us as soon as possible. Once an order has shipped, it can’t be cancelled, but sealed items can be returned under this policy. Orders that remain unpaid for 48 hours may be cancelled automatically.
Lost or delayed packages
Every order ships with a tracking number. Delivery estimates from Canada Post and Purolator aren’t guaranteed, and occasional delays happen. If your tracking hasn’t updated for 10 business days, or it shows delivered but you don’t have your package, contact us. We’ll open an investigation with the carrier and, if the package is confirmed lost, send a replacement or refund.
Please double-check your shipping address at checkout. We aren’t responsible for orders sent to an incorrect address entered by the customer, but we’ll do our best to help redirect or recover them.
Contact us
Questions about a return or refund? Email info@shoporganickratom.com or call 672-962-2207 (Monday to Friday, 9 a.m. to 5 p.m.; Saturday and Sunday, 10 a.m. to 6 p.m.). You can also reach us through our contact page.