Have an issue with yore order?
Thank you for shopping with NY Kratom! We strive every day to provide quality products and service to all of our customers, and your satisfaction is important to us. If you are not completely satisfied with your purchase, you may return it to us for a full refund or exchange within thirty (30) days of your purchase date. Please see our Return Policy below for details:
Returns & Exchanges
We offer a 100% satisfaction guarantee for all products purchased directly through our company’s website. All requests for refunds or exchanges must be made within thirty (30) days of the purchase date.
In order to receive a full refund for your purchase, the following conditions must be met: all items must be unopened, untampered with, and in their original packaging with all original tags and labels attached.
Products that have been opened, tampered with, or that are not in original packaging with all original tags and labels attached may be returned to be exchanged for a different product of equal value within thirty (30) days of the purchase date.
NY Kratom reserves the right, at its sole discretion, to deny return requests from users with unusually high return rates or unusual claims regarding the product.
Initiating a return, refund or exchange
To initiate the return process for a refund or exchange, you will need to contact our Customer Support Team directly via email at [email protected] with the following information:
- The account name under which the order was placed
- The order number
- The reason you are requesting a refund or exchange
- A clear photo of the front and back of the product itself in its original packaging
After receiving your email, our Customer Support Team will assist you with the next step in our returns process. We will not issue refunds, replacements, or exchanges for packages sent to our mailing address without the customer first contacting our Customer Support Team and receiving instructions to do so.
NY Kratom is not obligated to return packages sent to us without a properly initiated return or exchange. NY Kratom is not obligated to refund products that are lost in transit to our facility, or that we otherwise do not receive.Customers are responsible for shipping fees to send the product back to our facility for a return and for providing tracking information to prove that the package has been delivered to our company.
Refunds
Approved refunds will be processed after you have contacted our Customer Support Team and provided all requested materials. Please allow up to ten (10) business days from the date the refund is initiated for the funds to show in your account. If you have an issue receiving your funds or have questions regarding your refund, please contact our Customer Support Team.
Exchanges
Approved product exchanges will be shipped out after NY Kratom has received and processed the returned product. Customers are responsible for shipping fees to send the product back to our facility for an exchange and for providing tracking information to prove that the package has been delivered to our company. We will ship the new product within 1-3 business days after the returned product has arrived and been processed by our company.
Exceptions
If you think you have received a defective or damaged product, please contact our Customer Support Team at [email protected] with the following information:
- The account name the order was placed under
- The order number
- The issue experienced with the product
- Clear photos of the product showing any defective packaging or damage to the product
Delays in contacting our Customer Support Team regarding a defective or damaged product may result in our company’s denial to issue a refund, replacement, or exchange of the product. Exceptions are handled per our company’s sole discretion.
Questions
Our Customer Support Team is happy to answer any questions you may have regarding our Return Policy. We can be reached at (201) 222-8105 or [email protected] during our regular business hours of Monday-Friday, from 9:00am to 5:00pm PST.