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Shipping

Q: Do you offer same day shipping? 
A: We guarantee that every time you place an order before our cut off time, we will ship your order the same day. Our cut off for same day delivery is 2:00 PM PST, Monday through Friday. If you received a tracking number in an email confirmation it means that your order has left our facility and was dropped off at the post office. We can not guarantee Same-Day Shipping or Next-Day delivery on orders placed after the cutoff time or on a weekend.

If you have not received your First Class or Ground Delivery within 8 business days and the tracking does not show any updates reach out to us so we can help you open a claim for a lost package. 

Q: How can I tell if the USPS is experiencing service disruptions or delays?
A: USPS Service Alerts provide information for consumers about postal service disruptions caused by weather conditions and other natural disasters or events. You may find out if mail is being delivered, or if Post Offices are open by clicking the following link to see if there are post offices closed in your area:
Service Alerts

Q: I received an order confirmation with a tracking number, but the tracking history just says that the label is printed or that the carrier is waiting for the package. 
A: Unfortunately, the United States Postal Service offices seem to be experiencing heavy delays in processing shipments due to Covid-19. Lately, we have seen a trend in which the USPS has not been scanning packages at their origin, nevertheless they are still being delivered to the destination. Please note that if you have received a tracking number your package has been shipped. Please see the example below for a better understanding:

Q: Do you offer express shipments with weekend delivery?

A: Please note that our express shipments are based on business days, and that if you order an express shipment close to the weekend, that it is not guaranteed to arrive on a Saturday or Sunday, and that the USPS and UPS does not consider either of those days business days, even if they are operational. 

Q: Does UPS deliver on the weekend?

A: In order to receive a package from the UPS on a weekend, Saturday Delivery must be selected, otherwise your order will be delivered on the next-business day. Please note that we do not have weekend deliveries available at this time.

Q: Does the USPS guarantee delivery time estimates?

A: USPS Does not Guarantee delivery times. Please refer to the USPS's FAQ page to view their policies on delivery time.
 
Q: My package seems to be lost. Can you reship my package?
A: If you received a tracking number via an email confirmation it means that your order has left our facility and was dropped off at the post office.

If you have not received your First Class or Ground shipment within 8 business days and the tracking does not show any updates, reach out to us so we can help you initiate a lost package claim with the carrier.
 
Q: How many packages get lost in the mail?
A: We receive hundreds of orders a week and in our experience, most packages are delivered to our customers. Some deliveries are delayed by several days, some by even a week, which creates issues for everyone, nevertheless the orders are still being delivered. We have noticed more packages arriving late since the beginning of the pandemic. We suggest placing your orders ahead of time, allowing extra time in case the carrier is running behind, to ensure you will receive your orders in a timely manner.
 
Q: I placed my order on Friday, why is it being shipped on Monday?
A: Orders placed after 2 PM PST on Friday will be shipped the following Monday. Please note that we are closed on the weekends

Q: How fast do you ship?
A: We offer same day shipping Monday through Friday. Please be advised that our cut-off time for same-day shipping is 2:00 PM PST. If your order is placed after our cut-off time your order will be shipped out the next business day.

Q: Why can’t anyone give me an exact date as to when my package will arrive?

A: Unfortunately, once we hand off a package to our carriers we have very little control over the shipping process. We can only provide the same tracking information that the carrier provides to us. We are limited to the same information that you are and can not control how the carriers handle shipments nor prevent a package from being delayed.

Q: What if the package I received was defective or damaged?
A: If your package arrives damaged, please reach out to Customer Service as soon as possible. You can either use our contact form, send an instant message through our website, or send us an email, including photos at info@pureleakratom.net.

PLEASE NOTE: This policy does not cover misuse, accidental damage, water damage, or any abuse of the purchased product. Learn more about our return policy by clicking the link below:
Refund Policy

Q: Is pickup available?
A: At this present time we do not provide a will call, but are planning to in the near future. Please check back here periodically to see if we have made any changes. 

Q: Do you guys offer discrete shipping? 
A: By default, our shipping label will have our company name, Pure Leaf Kratom, on it, but you can request discrete shipping by placing your request in the text box labeled “Special Instructions'' before hitting the Check Out button in your Cart.

Q: Why didn’t I get my order on the date that I expected?
A: There are a few reasons that you may experience delays. In the event that there is an issue completing your payment, your address is invalid or incorrect, you ordered on or around the holidays, or if you left special instructions that require further review, your order may be delayed.

Q: Can you guarantee shipping times?
A: We will purchase the shipping label you select when placing your order (or we’ll refund the difference) and can ensure that it will be delivered to USPS/UPS accordingly. We can only provide guarantees on services that bare guaranteed by the carrier.

Please note that express shipments go by business days and ordering express shipments close to the weekend will not guarantee a weekend arrival. Please also note that UPS does NOT guarantee 2nd Day Air® as of now and therefore we can not guarantee 2nd Day Air® at this time.


Q: I requested 2-3 day Priority Mail but my package arrived in 4 days, can I get a refund?
A: Due to Covid-19; the USPS issued a notice on April 18, 2020 stating that they have revised the guideline for 2-3 day Priority mail. It is now expected to be delivered within 3-4 days.

USPS sets guidelines for deliveries on each one of their delivery options, however, please keep in mind that these “guidelines” are not guaranteed. There are many variables that can affect the delivery of your package. Once we hand a package off to the USPS it is out of our control. If you do not receive your package after 7 days please reach out to customer service and we will see what we can do to help.

Q: Can you intercept my package?
A: Unfortunately, once an order has been shipped to you we can not make any changes.

Q: Why hasn’t my tracking number updated yet?
A: If you have received an update saying that your shipping label was created and you have received a tracking number from us, you may rest assured that we have printed your shipping label and that your order will be picked up that same day. Sometimes the USPS or UPS will fail to scan a package during the pick-up.

If they accidentally miss scanning your parcel at the origin, it will usually update at the next USPS stop. Please allow a minimum of 3 business days for the tracking to update before messaging our support about the issue.

Q: My tracking information says that my package was delivered but I haven’t received it yet. Where is my order?
A: Sometimes the USPS may update your delivery status early in anticipation of its final delivery. Please allow one additional business day, and if you have not received a notice from the USPS, or your package has still not been delivered on the following business day, please check with other household members, neighbors, and property managers first to see if someone else has accepted your package for you. 

On rare occasions, packages may become lost in transit, delivered to the wrong address, left in or near the garage or tucked behind bushes or plants. If you are unable to locate your package, we recommend calling-1-800-ASK-USPS and asking them to open a claim. You should receive a call back within 2 business days. There are plenty of situations where a package was marked as delivered, was not received, and was recovered. If you are unable to locate your package, please feel free to contact us.

Q.  I checked my tracking number and there is no available information?
A: When we complete your order, a tracking number is assigned to your package.  Please note that this number is only “assigned” and will show invalid in the USPS system until they input the data. USPS does not always scan or track packages consistently while they are on route, and as a result sometimes only provides the date and time that it was delivered. 

This is especially true with Ground Shipping and First Class Mail). Unfortunately, there is a chance that you won’t have any tracking information for your order until your package is finally delivered.

Q: Why didn't I receive an order confirmation email?
A: When you complete your order an email confirmation is automatically sent to your email confirming your order. If you’re not seeing our order or shipping confirmation emails, your email host or client software may be recognizing our emails as spam. Or, it might be that there is a typo in your email address.

If the email is not in your spam or junk folder please check again in 4-5 hours. If you can not locate it within 4-5 hours please reach out through our instant messenger or email us at info@pureleakratom.net.

Q: I checked the status of my package and it looks like it has been sent to the wrong address.  Where is my order?
A: It may be that the tracking number is a re-used number that has not had its original assigned addressee properly removed from the tracking number yet. The USPS and UPS reuse numbers. On rare occasions, old tracking information will populate for your tracking number if you check it as soon as you receive it. 

Occasionally, the number is not erased before it is reused and the former information pops up instead of the new information when the tracking number is scanned again. Although inconvenient, the good thing is that your package is on its way because it had to have been scanned for the old information to reappear with a current date. The downside is that unfortunately, you may not be able to track your package accurately.

Alternatively, sometimes the delivery person that is scanning packages just enters the incorrect location into the system. These are usually small errors that are fixed within a day, and they do not affect your shipment in transit. It is just inconvenient because you are not able to verify where your package is until the issue is corrected. Typically the carrier generally corrects the information within a day or so when an error like this is made, but this is not always the case.

Q: How do I track shipment progress?
A: You will receive an email from us that your order has been shipped.  When you receive this confirmation email all you have to do is click on the link in the email to track your order, or copy the tracking number in the email and paste it into Google Search.

Generally, tracking information is generally available on the same evening of the date that the order was shipped. Please note that tracking numbers are provided to us by the carriers, and we are not responsible for errors that our carriers make, or for the information provided on their websites. Please, also note that the USPS only provides delivery confirmation services for some remote destinations, rather an actual tracking service. Although tracking information may not always be 100% accurate or up to date, you may rest assured that confirmation of delivery or attempted delivery is always provided. 

Q: Can I change my address after placing an order?
A: Please contact customer support about a change of address as soon as possible. Although our shipping software automatically corrects and verifies incorrect mailing addresses, please contact customer support if there is an issue or error with the address that you submitted to ensure there are no issues with your shipment .

Once your order has shipped, unfortunately we can not make any corrections or changes.

Q: Why is the shipping address I submitted different from the shipping address on my shipping label?
A: Our shipping software automatically verifies shipping addresses using the USPS or UPS’s address verification system before we print labels. In some situations it reformats addresses to USPS standard to prevent delays. We have seen modifications in addresses many times with no delivery problems.

Q: I did not receive my order because it was shipped to the wrong address due to a typing error.
A: Unfortunately, the only way we will be able to resend your order if it was shipped to the wrong address due to a typing error is if the order has been returned to us by the carrier (AKA Returned to Sender). If the error is customer related the customer will be responsible for additional shipping charges. 

Q: Do you ship internationally?
A: At the present time we do not ship internationally but are planning to in the near future. Please check back here periodically to see if we have made any changes.

Q: Are there any restrictions on where Kratom can be sold and/or shipped?
A: Due to local and state laws we are unable to ship Kratom products to Alabama; Arkansas; Indiana; Rhode Island; Vermont; Wisconsin; San Diego, CA; and Sarasota County, FL.

Q: Do you ship to PO Boxes or APO/FPO military addresses?
A: Yes, we ship to both. As long as kratom is not restricted in the state of the military address, we will be able to ship to you.

Q: Can I add an item to my order?
A: Yes! If you would like to add an item to your order, please reach out to us as soon as possible to make the changes. Please note that changes must be made before our cut off time of 2 PM PST, Monday through Friday. If you placed your order over the weekend, please reach out to us by Monday, before 2 PM PST, to ensure we receive your request before we ship your order out.

Please be advised that placing a new order will likely be easier or faster. You can either let the new order ship separately, or reach out and request that we try to combine your two orders. We will do our best to honor your request.

Q: Do you ship during the holidays?
A: Our facilities are closed in observance of the following holidays:
  • New Year’s Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Friday After Thanksgiving
  • Christmas Eve
  • Christmas Day
  • Please note that USPS may observe holidays that result in shipping delays as well.

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