RETURN, SHIPPING, AND BILLING POLICIES
US Domestic Customers
If for any reason you are not satisfied with your purchase, you may return it to us at any time for a full refund within 90 days of purchase. Kratom Wave will also cover the cost of return shipping at no expense to the customer.
If an order does not arrive due a USPS problem, we will offer full replacement. If an item is marked as “delivered” by USPS and the customer cannot find it, we will generally not offer a full replacement. However, if you email us at [email protected], a representative will review the issue and decide how to proceed with a resolution.
We do not offer refunds for international orders, because the costs of shipping may be more than the product itself.
If an international shipment does not make it through US customs, we offer full money back. However, if the shipment passes through US customs but is held by foreign customs or a foreign delivery service loses a package, we generally do not offer money back. If an item makes its way to a U.S. export center, such as New York, NY or Miami, FL, it is viewed as having passed to a foreign delivery service, even if no further update is made.
In this scenario, please email us at [email protected] and representative will review the issue and decide how to proceed with a resolution.
If you qualify for a refund, Kratom Wave will refund your payment using a direct payment method such as Venmo, CashApp, or Money Order sent via USPS. If you made a payment using ACH/e-Check, please note that your refund will not be sent using this method because ACH payments can take as long as 7 days to fully clear depending on your financial institution. For this reason, we ask that you accept an instant refund using Venmo/CashApp or a two-day refund via USPS mail.
If you qualify for a full refund, we will ask that you return all of the products in your original order using a USPS Return Envelope that we will ship to you at no cost. Postage for the return envelope will already be paid for you. Simply insert your entire original order into the padded envelope, seal it, and drop it off at your nearest USPS Post Office.
Once we receive your return in the mail (2-3 days), depending on your preference, we will ship out a new order or refund you for the amount of your initial payment.
Due to the differences in payment processing delays, the amount of time shipping will take depends on your method of payment.
Here is a list of our payment options and the estimated processing delay for each:
- Venmo – instant processing, no delay in shipping
- CashApp – instant processing, no delay in shipping
- Bitcoin – up to 6 hour processing, no delay in shipping
- ACH – 2 to 5 days processing depending on your financial institution
- Check/Money Order – processing until payment is delivered in the mail OR proof of payment is sent to [email protected]
If you are making a payment via check or money order, proof of payment is needed to prevent and delays in shipping.
By ‘proof of payment’, we mean sending one of the following:
- a photo of the check or money order
- a photo of the money order receipt
- a photo/copy of your post office receipt
- a tracking number for the check in the mail
We currently ship only via USPS Priority Mail. For faster shipping, we also offer USPS Priority Express.
Assuming there are no delays after an order is dropped off at the Post Office, USPS Priority shipments are delivered anywhere in the US within 3 business days on average. Priority Express shipments should arrive within 1 business day on average.
International shipping requires about 2 weeks to arrive. Sometimes, due to customs issues, international orders may take longer than the expected amount of time.
We accept payment through all major credit cards using a third party payment processor, such as Venmo and CashApp.
We also accept Cash, Check, Money Order, Bank Transfer (ACH), and Bitcoin as methods of payment on kratomwave.com.
Prohibited States and Countries
At this time, we do not ship to the U.S. states: Alabama; Arkansas; Indiana; Rhode Island; Vermont; Wisconsin; Washington, D.C.; San Diego, CA; Union County, Mississippi; Jerseyville, IL; City of Oceanside, CA; and Sarasota County, FL.
We also do not ship to the countries: Australia, Burma, Denmark, Finland, Lithuania, Malaysia, Myramar, Poland, Romania, South Africa, Sweden, Thailand, and Vietnam.
The customer is only billed one time, at the point of sale. There are no additional fees beyond the price listed on the sales page. There are no recurring payments that are billed to the customer unless explicitly stated.