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

Due to FDA regulations, we cannot discuss the effects or usage of kratom. For more details, please refer to our Terms of Use.

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.

Yes! We offer bulk pricing. Contact us via chat or email for details.

We test our kratom as frequently as possible, typically at least once per month, though testing schedules may vary.

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.

Our kratom comes from sustainable farms in Southeast Asia. We carefully select our suppliers to ensure the highest quality and ethical sourcing practices.

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.

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.

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

Most orders arrive within 3–4 business days after payment. Weekends and holidays may affect delivery times.

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.

We are based in the United States and currently only ship within the U.S. We do not offer international shipping.

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.

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.

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.

If your order is marked as delivered but you haven’t received it, contact our support team—we’ll help resolve the issue.

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.

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

No, only one discount code can be applied per order.

Unfortunately we do not offer discounts on gummies or extracts at this time.

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.

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.

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.

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.

Yes! Contact us before your order ships, and we’ll cancel it and issue a refund.

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.

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

We currently accept Credit/Debit Cards (Visa & MasterCard), eChecks (via eDebitDirect), ACH, and Cash On Delivery.

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.

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.

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.

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.

No, we do not currently accept Bitcoin or other cryptocurrencies. We accept Visa, Mastercard, eChecks, ACH, and Cash on Delivery.

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

No, points are only valid for one account and cannot be transferred to another account.

Simply reach out to our support team and explain the situation. We’ll be happy to assist you and ensure you receive your 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.

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.

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.

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.

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.

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.

Yes, we plan on adding more rewards and/or adjusting current rewards based on customer feedback. Stay tuned for updates!

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. 

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.

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

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.
If you forgot to apply a coupon, we recommend applying it to a future order. However, in certain cases, we can make adjustments to payments after an order has been placed. Please reach out to our team for further assistance.
What you’re seeing is likely a temporary authorization hold placed by our payment processor to verify that your account has a sufficient balance for the purchase. This hold is not an actual charge and will typically be removed within 7-10 business days.
A foreign transaction fee is charged by your bank, not by us. It typically ranges from 1% to 2% of the total transaction amount. Unfortunately, we have no control over this fee, but it’s common for banks to charge this on international transactions, even if you are located within the U.S.

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).

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.

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.

The charge on your statement may appear as “SimpleBota442031292335”, “KGSN LLC”, “Simple Botanical” and in rare cases may show as “TGlobal”.

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.

Currently, we only ship and process payments within the United States. We do not accept international orders.

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.

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

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.

There’s no limit to the number of people you can refer. The more, the merrier!

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.

No, each customer can only be referred once. You will receive only one coupon per person referred.

Yes, you must be a registered customer with Simple Botanical to participate in the referral program.

We currently have no plans to end the referral program, so you can continue referring and earning discounts!

Leaving a Review

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.

You can leave a review for multiple products in the same order, but we will only send one coupon per order.

Check your spam or promotions folder. If you still don’t see it, reach out to our support team for assistance.

If a review says it is a “Verified Review”, this means it was left directly through a link sent to a customer’s email.

No, you do not need to be signed in to leave a review.

Your review coupon will expire 30 days after it is sent to you

Account

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