FAQ
Have questions? We’ve got answers! Before reaching out, try checking out our FAQs below—you might find exactly the answer you’re looking for. If you still need help, our support team is always happy to assist!
Kratom
What are the effects of kratom or a specific strain?
Due to FDA regulations, we cannot discuss the effects or usage of kratom. For more details, please refer to our Terms of Use.
Is kratom legal in the United States?
Kratom is legal in most of the United States; however, some states and local jurisdictions have restrictions. Kratom is currently banned in Alabama, Arkansas, Indiana, Tennessee, Vermont, and Wisconsin, as well as in San Diego (CA), Sarasota County (FL), and Washington, D.C.
Do you offer bulk pricing?
Yes! We offer bulk pricing. Contact us via chat or email for details.
How often is your kratom lab-tested?
We test our kratom as frequently as possible, typically at least once per month, though testing schedules may vary.
What do you test your kratom for?
We test for purity and quality, ensuring that our kratom is 100% unadulterated Mitragyna speciosa. This includes heavy metal testing and verification of mitragynine content.
Where is your kratom sourced from?
Our kratom comes from sustainable farms in Southeast Asia. We carefully select our suppliers to ensure the highest quality and ethical sourcing practices.
How should I store kratom for maximum freshness?
To maintain freshness, store your kratom in an airtight container away from heat, light, and moisture. A cool, dark place like a pantry or cabinet is ideal. Avoid refrigeration, as condensation can introduce moisture.
How do you ensure the quality of your kratom?
We carefully source our kratom from trusted, sustainable farms in Southeast Asia. Each batch is rigorously lab-tested to ensure purity, safety, and consistency. We only offer kratom that meets our high-quality standards.
Does kratom expire?
While kratom doesn’t have a strict expiration date, its quality and freshness can degrade over time. Kraotm can retain its freshness for around one year after purchase when stored properly.
Shipping
How long does shipping take?
Most orders arrive within 3–4 business days after payment. Weekends and holidays may affect delivery times.
Do you ship orders discreetly?
Yes! Our packaging is plain and unmarked, with only “Simple Botanical” listed as the sender. If you need a more discreet sender name, let us know in your order notes.
Where do you ship to and from?
We are based in the United States and currently only ship within the U.S. We do not offer international shipping.
When will my order ship?
Orders placed Monday–Saturday before 12:00 PM CST ship the same day. Orders placed after that time or on Sundays/holidays will ship the next business day.
How is your kratom packaged and shipped?
Full kilograms are vacuum-sealed and placed in a sealed mylar bag for freshness, while smaller quantities are packaged in sealed mylar bags. Kilos of specialty strains are not packaged in a second vacuum sealed bag. Most orders are shipped via UPS unless otherwise requested.
My tracking hasn’t updated. What should I do?
Sometimes packages experience delays in transit. If your tracking hasn’t updated for 7 business days, contact our support team via chat, email, or phone, and we’ll assist you.
Tracking says "delivered," but I didn’t receive my order.
If your order is marked as delivered but you haven’t received it, contact our support team—we’ll help resolve the issue.
Do you offer overnight or express shipping?
We do not offer overnight shipping, but we do provide Priority Express shipping for faster delivery through USPS. If you need your order as quickly as possible, select USPS Priority Express at checkout.
Can I change my shipping method after placing an order?
If your order has not yet been processed or shipped, we may be able to change your shipping method. Contact us as soon as possible to request any changes.
Orders
Can I use multiple discounts on the same order?
No, only one discount code can be applied per order.
Can I use discounts on gummies or extract?
Unfortunately we do not offer discounts on gummies or extracts at this time.
Can I modify my order after placing it?
If your order hasn’t shipped yet, you can contact support to request a modification. While we’ll do our best to accommodate changes, they are not guaranteed. Any additional items must be paid for separately.
How will I receive order updates?
You’ll receive email updates on your order status, including tracking details once it ships. If you don’t see these emails, check your spam/junk folder or reach out to us. You can also check your order status in your account dashboard.
Can I change my shipping address after placing an order?
If your order hasn’t shipped yet, contact us immediately, and we’ll update the address if possible. Please note this may cause a slight shipping delay.
Do you offer refunds or returns?
We do not accept returns, but we stand by our 100% satisfaction guarantee. If you’re unhappy with your order, contact support, and we’ll make it right.
Can I cancel my order?
Yes! Contact us before your order ships, and we’ll cancel it and issue a refund.
Can I place a subscription or recurring order?
Yes! We offer a Subscribe & Save option, which provides a 20% discount on recurring orders. You can manage your subscription anytime through your account dashboard.
What should I do if I receive the wrong item?
If you receive an incorrect item, please contact our support team right away. We’ll work quickly to resolve the issue and ensure you receive the correct product.
Payment
What payment methods do you accept?
We currently accept Credit/Debit Cards (Visa & MasterCard), eChecks (via eDebitDirect), ACH, and Cash On Delivery.
Why did my credit card payment fail?
Some banks flag kratom-related purchases as potentially fraudulent, which may cause your payment to fail. If this happens:
- Check if you received a fraud alert from your bank and approve the charge.
- Ensure that your billing address matches the address on your card.
- If the issue persists, contact your bank or reach out to our support team for assistance.
What is eDebitDirect?
eDebitDirect allows you to pay using an eCheck, even if you don’t have a physical checkbook. You just need your bank account and routing number or your bank login.
I forgot to use a coupon. Can you adjust my total?
Whether or not we can adjust your total depends on your payment method.
- Credit Card Orders: We can issue you a partial refund in most cases if you reach out.
- eDebitDirect Orders: If it’s soon after your order, we may be able to adjust the total if you reach out.
- ACH Orders: We cannot issue partial refunds or make adjustments after an ACH payment is submitted.
- Cash On Delivery Orders: If your order hasn’t shipped, we can update the total. Reach out to support as soon as possible.
How does Cash On Delivery (COD) work?
With COD, you pay when your order arrives using Cash, Money order, or Cashier’s check. Note that your payment must match the exact order total.
Do you accept Bitcoin or other cryptocurrencies?
No, we do not currently accept Bitcoin or other cryptocurrencies. We accept Visa, Mastercard, eChecks, ACH, and Cash on Delivery.
Why is kratom hard to buy with a credit card?
Kratom payment processing is highly restricted due to banking regulations, which is why many merchants struggle to offer credit card payments. We work with specialized processors to ensure secure and reliable transactions.
Simple Rewards
Can I transfer points between accounts?
No, points are only valid for one account and cannot be transferred to another account.
I placed an order and wasn’t logged in! How do I receive my points?
Simply reach out to our support team and explain the situation. We’ll be happy to assist you and ensure you receive your points.
Will coupons affect my ability to get points?
No, coupons will not affect your ability to receive points or rewards. However, points will not be awarded on the discounted amount of any coupon used.
How do I check my points balance?
You can view your points balance by going to the “Rewards” tab under your account dashboard. You can also click here to check your points.
How can I view my currently available rewards coupons?
You can view your available rewards under the “Rewards” tab in your account dashboard. Additionally, you’ll receive an email when you’ve earned a reward and it’s ready to be redeemed.
I didn’t receive points for some reason, when will I receive them?
Points are usually credited within 72 hours after your order has been processed. If they don’t appear within that time frame, please reach out to our support team for assistance.
How do I redeem my points?
You’ll receive an email notification when you have enough points for a reward. You can redeem your points directly from the email, or you can visit the “Loyalty and Rewards” tab in your account dashboard or go to our Simple Rewards info page to redeem your rewards.
Can I use multiple rewards on one order?
No, only one reward can be applied per order. If a reward can be combined with other discounts, this will be explicitly mentioned in the reward description.
Will there be more rewards?
Yes, we plan on adding more rewards and/or adjusting current rewards based on customer feedback. Stay tuned for updates!
Do points ever expire?
Points do not expire as long as your account remains active. However, rewards you’ve earned will expire after a certain period, so be sure to redeem them while they’re available.
Can I use my points to pay for an order?
No, points cannot be used as a payment method. They can only be redeemed for discounts on future purchases. You cannot pay for your order fully or partially using points.
How do I update my birthday information for the birthday discount?
If you haven’t provided your birthday during registration, simply update your profile in your account settings to ensure you receive your birthday gift.
Credit/Debit Cards
I received the error "We cannot process your order with the payment information that you provided. Please use a different payment account or an alternate payment method." What should I do?
This error usually occurs for a few common reasons:
- The name and address you provided don’t match the information on file with your card issuer. This is a safety measure by our payment processor to prevent fraudulent transactions. You can easily resolve this by entering the correct details associated with your card.
- Your financial institution may have flagged the charge as potentially fraudulent, especially since kratom-related purchases can sometimes trigger security alerts. If this happens, please contact your bank directly. You will likely receive a call, text, or email from them to confirm or deny the charge.
I just placed an order with my credit/debit card, but I forgot to apply my coupon! Can you reduce the charge on my card?
I received a second charge from my bank, why is this?
Why did I get charged a foreign transaction fee?
Can you accept prepaid cards or gift cards?
At this time, we are unable to accept prepaid cards or gift cards. We can only process payments via major credit cards (Visa and MasterCard).
I'm seeing a message about being blacklisted when I try to submit my order, how do I get off the blacklist?
If your card is blacklisted by our payment processor, we cannot directly remove you from the blacklist. However, we can submit a request for them to review and potentially remove the block. Please avoid attempting multiple orders, as this can delay the process. Instead, contact our customer support team via chat, email, or phone, and we will help you resolve the issue.
When I try to submit my order, I get the error "The CVV field is required." What should I do?
This error typically means you need to enter the 3-digit CVV (security) code located on the back of your card. If you’ve entered it correctly and still see this error, try using a different browser or device, as it could be related to your current setup.
What will the charge appear as on my statement?
The charge on your statement may appear as “SimpleBota442031292335”, “KGSN LLC”, “Simple Botanical” and in rare cases may show as “TGlobal”.
Why did I receive an email stating that my money was refunded immediately after ordering?
This usually happens if you placed an order from a restricted area where we cannot process credit card payments. In these cases, we automatically cancel and refund the transaction. Please review the kratom legality in your area, as any orders placed from restricted locations will be refunded immediately.
Do you accept international orders?
Currently, we only ship and process payments within the United States. We do not accept international orders.
What should I do if my card is declined, but I know the information is correct?
If your payment is still being declined despite entering the correct information, try using a different card, or reach out to your bank for assistance. Some banks may block transactions related to certain industries, so they may need to approve the charge manually.
Are there any extra fees I should be aware of when using my credit card?
We do not charge any additional fees on top of your order, but please be aware that your bank may apply standard processing fees, including foreign transaction fees for some cards. For more information on fees, please contact your bank directly.
Referral Program
I referred my friend, but I haven't received my coupon yet. What should I do?
If your referral meets all conditions and you haven’t received your coupon, contact our support team, and we will help resolve the issue and ensure you get your referral discount.
Is there a limit to how many people I can refer?
There’s no limit to the number of people you can refer. The more, the merrier!
How long is my referral coupon valid?
Your referral coupon will have an expiration date listed in the email we send. If you need more time, feel free to reach out to us, and we will assist you with any issues.
Can I refer someone more than once or receive multiple coupons for the same person?
No, each customer can only be referred once. You will receive only one coupon per person referred.
Do I need to be a customer to participate in the referral program?
Yes, you must be a registered customer with Simple Botanical to participate in the referral program.
When does the referral program end?
We currently have no plans to end the referral program, so you can continue referring and earning discounts!
Leaving a Review
How long does it take to receive my review coupon?
If you leave a review directly on a product page, your coupon will arrive within 24–48 hours. If you use the email review link, it will be sent within minutes after submitting your review.
Can I leave multiple reviews and get multiple coupons?
You can leave a review for multiple products in the same order, but we will only send one coupon per order.
What if I didn’t receive my review email?
Check your spam or promotions folder. If you still don’t see it, reach out to our support team for assistance.
What does it mean if a review is verified?
If a review says it is a “Verified Review”, this means it was left directly through a link sent to a customer’s email.
Do I need to be signed in to leave a review?
No, you do not need to be signed in to leave a review.
When does the review coupon expire?
Your review coupon will expire 30 days after it is sent to you.