FAQ — 50 Answers on Orders, Shipping, Returns & More

Browse the shop, add items to your cart and check out. You can review everything — items, shipping estimate, totals — before you pay, and you’ll receive an order confirmation email within minutes.

All major credit and debit cards (Visa, Mastercard, American Express, Discover) plus Apple Pay and Google Pay where your browser supports them. Payment is processed by our PCI-compliant payment partners.

Yes. The entire site is served over TLS encryption, card data is tokenised by our payment processors and never touches our servers, and checkout includes fraud screening. See our privacy policy for how order data is handled.

Yes — guest checkout is fully supported. Creating an account is optional and only useful for tracking orders faster and re-ordering in one click via My Account.

Free of charge any time before the dispatch email — usually within a few hours of ordering. After dispatch, the return process applies. Contact us via the contact page with your order number.

Enter the code in the ‘Coupon code’ field on the cart or checkout page and press apply. The updated total shows immediately. Codes cannot be combined unless a promotion explicitly says so.

US sales tax is calculated at checkout based on your shipping address and shown as a separate line before you pay. Product prices themselves are tax-exclusive.

All prices are listed and charged in US dollars (USD). Your bank or card issuer applies any conversion for non-USD accounts, plus any fees they charge for that.

Not at launch. Gift cards are on our post-launch roadmap — join the newsletter from any page footer to hear when they arrive.

Orders placed before 12:00 PT on a business day usually pack the same day; otherwise the next business day. Full detail in the shipping policy.

3–6 business days after dispatch to all 50 states, with tracking on every parcel. You’ll get the tracking link by email the moment your label is created.

Yes — all provinces, typically 6–12 business days after dispatch. Canadian recipients are responsible for any duties or GST/HST assessed on import, as explained in the shipping policy.

$6.95 flat rate in the US and $14.95 to Canada; international rates are calculated at checkout. The exact figure for your address always appears before you pay. See the shipping policy table.

Yes: US orders over $50 ship free, and Canadian orders over $120 ship free. The cart shows how close you are to the threshold.

Your dispatch email contains the tracking link, and the same information appears under My Account → Orders if you checked out with an account. Tracking activates within 24 hours of dispatch.

Select international destinations are supported and shown at checkout. If your country isn’t listed, we currently can’t ship there — contact us and we’ll tell you honestly rather than take an order we can’t fulfil.

Allow one business day for carrier scan errors, check with household members and neighbours, then contact us with your order number and we open a carrier trace the same day.

Standard mail-service delivery to PO boxes is supported for parcel-sized orders; courier-only services are not. APO/FPO addresses are supported — delivery times follow your base’s mail schedule.

Possibly. Duties, GST/HST and brokerage fees assessed on import are the recipient’s responsibility and are not included in checkout totals. We declare accurate commercial values on every parcel, per the shipping policy.

Unopened products in original condition can be returned within 30 days of delivery for a full product refund. The complete rules live in the return & refund policy.

Not for change of mind — opened personal-care items can’t be resold for hygiene reasons. The exception is products that arrive faulty, damaged or incorrect, which we replace or refund in full.

Email us within 7 days of delivery with your order number and a photo via the contact page. We send a replacement or full refund including shipping — usually without requiring the damaged item back.

Refunds are issued within 5 business days of the returned parcel being checked, then appear on your statement within a further 3–10 business days depending on your bank.

For change-of-mind returns, the customer. For our errors — wrong item, damaged or faulty goods — we cover it, either by refunding postage or providing a label.

The fastest exchange is a return plus a new order, so you aren’t waiting on stock. If the replacement is unavailable we’ll say so honestly and refund instead, per the return policy.

Contact us within 7 days with a photo and your order number. We ship the correct item with priority handling and you keep or dispose of the mis-sent item as we advise — you never pay for our mistake. Start at the contact page.

Yes, free of charge, any time before the dispatch email goes out. After dispatch the standard return window applies.

Order tracking in one place, faster checkout, saved addresses and one-click re-orders. It’s optional — guest checkout works fully. Manage everything under My Account.

Use ‘Lost your password?’ on the My Account page. A reset link is emailed to your account address and expires after 24 hours for security.

Every marketing email contains a one-click unsubscribe link, and it takes effect immediately. Order and shipping emails are transactional and continue until your order lifecycle completes.

Email [email protected] with the subject ‘Privacy request’. We erase personal data except records we must keep by law (for example invoices), as described in the privacy policy.

No. Data is shared only with the processors needed to fulfil orders — hosting, payments, carriers, email — and never sold. Full detail in the privacy policy.

Strictly necessary cookies (cart, session, checkout security), preference cookies, and privacy-friendly analytics. You can block cookies in your browser; checkout requires the strictly necessary ones to work.

Not currently. Kream Ohmz Store is online-only at launch, which is how we keep small-batch pricing honest. All support runs through the contact page and email.

Within one business day, Monday to Friday, for every message — before or after an order. Reach us via the contact form or [email protected].

Every product page lists the full ingredient declaration, the strength per tablet and the pack count before you add anything to your basket. The printed label on the pack you receive is always authoritative — if the pack and the website ever disagree, follow the pack and tell us so we can correct the listing.

Each pack carries a batch code printed on the seal. Enter that code on our Lab Reports page to pull the third-party certificate of analysis for that exact batch, including the laboratory name, the test date and the results. If a certificate is missing for your batch, email us and we will supply it.

A certificate of analysis (COA) is a report from an accredited independent laboratory confirming what is in a specific batch — identity, potency, heavy metals, microbials and residual solvents. It matters because independent testing across the wider category has repeatedly found products whose actual alkaloid content differs substantially from the label. We publish the paperwork so you can check rather than take a label on trust.

Keep the pack sealed in a cool, dry place away from direct sunlight and heat. Do not use if the seal is broken or the best-before date has passed. Always store out of reach of children and pets.

The best-before date is printed on every pack. Stored sealed and unopened as directed, product keeps until that date. Once opened, keep the pack sealed and use it well before the printed date. The batch code on the pack tells you which production run — and therefore which certificate of analysis — applies.

No. These products have not been evaluated or approved by the U.S. Food and Drug Administration and are not intended to diagnose, treat, cure or prevent any disease. We do not give medical advice. If you are pregnant, breastfeeding, taking medication or managing a health condition, speak to a qualified clinician before ordering. Current detail is on our Regulatory Status page.

It depends entirely on your jurisdiction. Several U.S. states prohibit kratom alkaloid products outright, others restrict concentrated 7-OH specifically, and more than thirty states regulate the category under a Kratom Consumer Protection Act. We do not ship to prohibited jurisdictions — see our Shipping Restrictions page. Checking the law where you live is your responsibility before ordering.

Stop using the product immediately and seek medical attention — call 911 for severe symptoms such as difficulty breathing, seizures or loss of consciousness. Then report it: to us via the contact page so we can trace the batch, and to the FDA through MedWatch. If you or someone you know is struggling with dependence, SAMHSA’s National Helpline is free, confidential and open 24/7 on 1-800-662-4357.

Very soon. The catalogue, shipping profiles and support workflows are in final setup now; the storefront page on this site updates the moment we go live.

Join the newsletter from the footer of any page. Subscribers get the launch announcement and first access to opening-week offers — and nothing else, ever.

Category pages publish at launch. Until then, the about page explains exactly how we choose makers and products, so you know what ‘made the cut’ means here.

Orders placed in the first dispatch window ship within 1–2 business days like every other order — see the shipping policy for current transit estimates.

We’d rather open with every policy, category and support path working than open early and fix things around your order. Pages you can see now — policies, FAQ, contact — are final.

Yes. The terms, privacy policy, shipping policy and returns policy published now are the ones launch orders will be placed under.

On the about page: full ingredient publication, written no-animal-testing confirmation, and honouring our 30-day return window are conditions every maker accepts before listing. Deeper explainers live on the journal once publishing begins.