Our partner farmers has been growing kratom for over 20 years. Currently they are the biggest kratom producer in Kalimantan, Indonesia. Our kratom is guaranteed clean, pure organic, free from contaminant and high alkaloid (potency).

Our packaging does not contain instructions or directions for use because we offer no directions for any intended use on any of our products. Our products are not approved by the FDA as a food product and they have explicitly warned against any uses in this way.

We recommend that our customers get familiar with e-check/ACH as this is the primary payment system that is always intact on our website. Upon checkout, you will be asked to enter your banking routing number and account number. This information is securely transmitted to the bank via a gateway and is not stored on our website.
The checkout page where the information is entered is encrypted via Secure Socket Layer (SSL) and passed securely (encrypted) to the gateway so that no transmitted information can be stolen by malicious third-party attackers. You can learn more about the SSL certificate and analysis of our checkout page security by clicking the icon to the left of the URL bar within the browser you are using. We are not accepting ACH or e-Check at this moment.

We currently accept the following payment methods: All major Credit Card, Money order/Cashiers Check.
Additional payment methods may be available at checkout. You can see the current available options on our checkout page.
-ACH and eCheck work like an electronic check. When prompted, you will supply your checking account's routing and account numbers. You can find these numbers on the bottom of a paper check of yours, with the first number being the routing number and the second being the account number in most circumstances. Currently we are not accepting ACH & e-Check.

Payment status is reflected on your order’s current status. If an order is marked as “Processing”, it will ship out with the next batch of orders. If your order is marked as “Completed”, that means it has already shipped out, or is in the current batch to ship out.

Sorry, no.
All orders placed must be done so on the website. But we can process your credit card payment over the phone. Our products are not browse-able over the phone. We require that all communications with our customers are done so in writing via either our contact form or by mailing us at cathryn@avatarkratom.com.

Yes, and well, no.
While the product you'll receive is not the exact same product in the picture, all of our inventory is examined and inspected on arrival or before shipment.
If our photos differ in color or consistency, we do our best to immediately update them to reflect the product we actually sell. Please note that there can be inconsistencies in product color depending on the grade of mesh used when grinding our coarse material into powder. Rest assured we are doing our best to deliver consistent and quality product on each and every order.

We ship most orders on the same day that they were placed on. However, some orders miss the shipping cut-off for that day and ship on the next business day. We ship Monday-Saturday, excluding Sundays and national holidays.
Please note, if your order is still on-hold after 24 hours and has not been marked processing, please refer the above question "Why is my order on hold?". If your order is processing and the tracking has not updated after 48 hours, please reach out to customer support.

Once you have received an email from us that your order has been shipped, you can simply follow the link and to track your order. You typically receive an email confirmation immediately after the order has been shipped.

We're sorry to hear about your lost/stolen package. In these situations we need to legally protect all parties involved, so we require claim information from USPS/FedEx in order to proceed.
USPS Claim Service:
Please call USPS at (800) 275-8777 or file a claim form online at https://www.usps.com/help/claims.htm. Please have your tracking number on hand. Please note, if you chose USPS First Class, you will need to file a Lost Mail Search at https://www.usps.com/help/missing-mail.htm.
If your courier is not able to locate your package - please forward us your claim information email which includes your claim number and official lost status of your package. Once we verify the claim number, we will then ship your order back out to you.
Tip #1: USPS couriers have GPS chips in their package scanners. Oftentimes you can visit your local USPS branch and ask them to locate where the package was dropped off at using Google Maps. Sometimes you will find your package was delivered to a neighbor on accident.
Tip #2: Don't file a claim for a refund of shipping cost! They will deny your claim because you are not the shipper.
Tip #3: Mail fraud is a felony. While 99% of people are truthful, we take these steps to ensure the 1% doesn't take away your rights to buying from Kraken Kratom

I think my Mailpiece is Late or Delayed – What should I Do?

USPS® provides you several tools and options to help determine where your mailpiece is in the mailstream and if it is delayed or not. You can check the delivery standard for your mailpiece to make certain that it is delayed or late, check the item’s tracking status, if available, and/or contact the shipper or USPS customer service for further information on your expected mail.

• Check Mail Delivery Standards
  Before you assume that your mailpiece is delayed or possibly lost, it pays to check the delivery standards for the mail class being used to send the mailpiece. Delivery time varies from one class of mail to another. It may be possible that the mailpiece is still in transit and is not lost or delayed depending on what class of mail is being used and how long ago it was mailed.
• The following chart outlines the delivery standards for various mail classes and indicates how long you should wait before you contact customer assistance with a concern:

MAIL CLASS	DELIVERY STANDARD	CONTACT CUSTOMER SERVICE AFTER:
First-Class Mail®	2-9 days (not guaranteed)	5 or more Days from the date of mailing
Priority Mail®	1, 2, or 3 days (not guaranteed)	5 or more Days from the date of mailing

• 
  Note: *Except Alaska, Hawaii and US Territories - estimate provided by the postage price calculator.
  If you wish to contact a customer representative:
  Call 1-800-ASK-USPS® (1-800-275-8777

We ship to PO boxes, however due to recent regulations with the military we do not ship to APO/FPO. We can ship to PO Boxes with our USPS delivery method. Just be sure to select any of the USPS shipping options at checkout. Any orders placed with FedEx to a PO BOX will be held until provided with a physical shipping address, because FedEx is not able to deliver to a PO BOX.

There are a few countries that kratom still illegal. Those countries will not shown as an option when you enter your shipping address.

All products shipped from us are labeled only with our return address, packaged in materials provided by the courier

All Avatar orders are both processed and shipped the next day, Monday through Friday, We try our best to ship all orders the same day.
Orders placed on Saturday are processed and shipped on Monday.

Yes, definitely.  Once your order is processed, an email is dispatched from ShipStation plus either USPS or UPS indicating your order status and tracking information. 

All orders will receive this mail if placed before our cutoff time. 

Please note that tracking emails are automated and do not send immediately, sometimes taking up to a full hour or more to process through our queue.

Occasionally, tracking will be displayed as invalid on the UPS or USPS website.  Please be patient as often this "invalid" tracking number will correct itself once scanned in at the main USPS or UPS hub.

Be sure to add support@avatarkratom.com and no-reply@avatarkratom.com to your whitelist so our emails don't end up in your junk mail folder

Yes, most definitely.
Plus, if you are at any time unhappy with your order, please reach out to us via either our contact form or by sending an email to support@krakenkratom.com We'll make it right!