Before contacting support, please see our Frequently Asked Questions (FAQ) below in case your question is already answered. Click a question title in order to reveal the answer.

Kratom

What are the effects of kratom/a specific strain of kratom?

We cannot and will not endorse, recommend, or discuss consumption of kratom with customers due to FDA regulations. Please see our Terms of Use for more information.

Is Kratom legal in the United States?

Yes, it is legal in the majority of the United States, though there are many areas within that it is not legal, including (but not limited to) the states Alabama, Arkansas, Indiana, Tennessee, Vermont, and Wisconsin in addition to San Diego, Sarasota (Florida), and the District of Columbia.

Do you offer bulk pricing on your kratom?

Yes we do, please contact us via chat or email for more information regarding bulk pricing.

How often is your kratom lab tested?

We lab test our kratom as frequently as possible, usually at least monthly, though time windows vary.

What do you test your kratom for?

We test to verify that our kratom is pure, unadulterated mitragyna speciosa (metal content, etc) as well as for mitragynine content.

Where is your kratom from?

Our kratom is sourced from sustainable farms throughout Southeast Asia. We are very careful about our kratom supplier choices.

Orders

Can I apply two discounts to the same order?

We don’t allow any discounts to be combined. Only one discount may be applied per order.

Can I apply any discounts to capsules?

We almost never run discounts on our capsules since our base pricing is already so low. Sometimes we will offer free capsules through our newsletter, though.

I want to add/remove something in my order, how can I do this?

If your order has not been shipped and marked as “Complete” yet, you can contact our support team to modify your order. Please note that any requests for an order modification are not guaranteed and you will have to pay separately for additional items.

How do I track the status of my order?

You will receive updates for the status of your order via the email address you provided when you placed your order, including your tracking number once your order ships. If you do not see these emails in your inbox, check your spam/junk box or reach out to us and we will look into it and give you the status of your order. You can also check your order status via the “Account” page on our website.

How can I change the shipping address/information of my order?

Contact us as soon as possible and we will change this information if possible. Note that this may result in delayed shipment.

Do you offer refunds/returns?

We do not offer returns, but we do offer a 100% satisfaction guarantee on everything in our store. Contact support if you are not happy with your order and we will do our best to make it right.

How do I cancel my order?

Contact us immediately and we will cancel your order and issue a refund. Please do so before your order is shipped to avoid any delays in refunds.

SIMPLE REWARDS

Can I transfer points between accounts?

No, points are only valid for one account and you may only receive points on one account.

I placed an order and wasn’t logged in! How do I receive my points?

Simply reach out to our support staff and explain your situation and we will assist you.

Will coupons affect my ability to receive points?

No, coupons will not affect your ability to receive points or rewards. You will not receive points for the amount discounted by any coupons, however.

How do I check my points balance?

You can either go to the “Loyalty and Rewards” tab under your account dashboard, or click here to check your points.

I didn’t receive points for some reason! Will I still receive them?

Wait up to 72 hours for the points to show up in your account, then reach out to our support staff for assistance if they still aren’t showing.

How do I redeem points?

You will receive an email any time you have enough points for a reward, and you can redeem your points directly from those emails. You can also redeem points under the “Loyalty and Rewards” tab in your account dashboard, or by visiting our Simple Rewards info page.

Can I use multiple rewards on one order?

No, we only allow one discount per order. If there is a reward that can be combined with other discounts, it will be explicitly stated in the description.

Will there be more rewards?

In the future, we do plan on adding rewards and/or changing the available rewards based on customer feedback.

Shipping

How long will my order take to arrive?

Most orders will arrive 2-3 days after payment, though weekends & holidays may affect shipping times. Note that currently COVID-19 has forced all USPS Priority Mail shipments to be ground-only, meaning they may take 2-3 extra days to arrive for the time being. This is unfortunately out of our control.

Do you ship orders discretely?

We ship orders securely with no indication of what is inside other than the name “Simple Botanical.” If you’d prefer the name to be more discrete, let us know in your order notes.

Where do you ship to/from?

We are located in the United States and only ship within the United States currently. We do not ship internationally.

How long will my order take to be shipped out?

As long as your order is placed and paid for on Monday-Friday before 2:00 PM Central Standard Time it will be shipped out the same day. Otherwise it will be shipped out the next business day.

How is your kratom shipped?

Our full (unsplit) kilograms are vacuum sealed and placed in a mylar bag that is sealed for freshness. Smaller quantities will come in sealed mylar bags. Everything under 6 kilograms is shipped via USPS Priority Mail & larger orders ship via UPS.

My tracking stopped updating, what should I do?

Unforunately. sometimes packages will get temporarily lost in transit for one reason or another. If seven business days have passed since the last update on your tracking, reach out to our support via chat, email or phone and we will assist you.

Tracking shows delivered but I did not receive my order, what should I do?

Reach out to our support via chat, email or phone, we’ll get this figured out.

PaymentS

How can I pay for my order?

We accept VISA and MasterCards, eChecks via eDebitDirect, Greenbean Pay, and Cash On Delivery (COD).

My credit card order failed, what should I do?

Due to the location of our processor, some banks will mark transactions as fraudulent which will cause the order to fail. Usually, you will receive a text/email/call from your bank to approve the charge, but sometimes you may have to call them to manually approve the charge.

You should also make sure the address you’re providing matches the billing address attached to your credit/debit card. As a measure to prevent fraud, our processor will not allow transactions with mismatched addresses.

If neither of the above works, reach out to our support team.

What is eDebitDirect?

eDebitDirect is a method of accepting eChecks, though you do not need a physical check to use it. You only need your account and routing number.

What is Greenbean Pay?

Greenbean Pay is a service from the creators of eDebitDirect that allows you to securely use your bank account to pay without entering your routing or checking number, all you need to do is login to your bank. See here for more information: simplebotanical.com/greenbean-pay

I forgot to use a coupon, can you adjust my order total?

FOR CREDIT CARD ORDERS: We cannot adjust your order total, but we can give you a discount code for your next order if you contact support.

FOR EDEBITDIRECT/GREENBEAN PAY ORDERS: Depending on how long it has been we may be able to adjust your order total, please contact support as soon as possible.

FOR CASH ON DELIVERY ORDERS: As long as your order has not been marked as shipped yet we can easily adjust your order total. Reach out to support as soon as possible.

How does Cash On Delivery work?

Cash On Delivery (COD) allows you to pay for your order when it is being delivered using cash, a money order, or cashier’s check. Please note that the check must equal the amount listed on your order total.

REFERRAL PROGRAM

I referred my friend and they placed an order, but I haven't received a coupon. What should I do?

Contact our support team and we will get you a coupon for your referral.

Is there a limit to how many people I can refer?

No, you can refer as many people as you want.

When will the referral program end?

We currently have no plans to end the referral program.

How long does my referral coupon last?

In the email containing your coupon, an expiration date will be listed. Feel free to reach out to our support if you don’t get a chance to use your coupon before it expires!

MESH Payments

What will show on my credit/debit card statement?

Usually, MESH payments will show up on your statement as something along the lines of: EP *ADVANCED EXECUTIVE. Bill descriptors may differ from time to time; please let us know if you see a different name on your statement.

Is this a way for me to use my credit/debit card on your site?

In a way, yes, although we are not directly running your card on our site. Instead, your card is used to add funds to your MESH account, which are then able to be spent on our site.

How does MESH work?

MESH is similar, in some ways, to a reloadable prepaid debit card.Before making a purchase, a customer must first create and fund their MESH account, that is held at an FDIC insured U.S. bank. This is why, on the first transaction, we have to collect a little more information on our customers than some other payment methods. It’s also why your information is much more secure than other payment methods.

Is MESH safe & secure to use?

Yes, you can rest assured that MESH is a secure payment option for you to use. MESH never shares your personal information with any 3rd party other than the bank where your MESH checking account resides.Opening a MESH account has no impact on credit scores, nor is the information shared with any credit reporting agency.Also, MESH confirms each purchase with 2 factor authentication to your mobile phone, so your funds are safe from unauthorized use.

Which cards can I use with MESH?

You can use Visa, MasterCard, or Discover credit/debit cards with MESH.

What if I want to use my card on an order over $1000?

To use MESH on an order over $1000, you just need to separate your order into multiple orders that are under $1000. We can ship the orders together.

Can you manually change my order amount if I pay with MESH?

Unfortunately, we can’t adjust your order amount once it has been placed if you pay with MESH.