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Q: How can I contact you? What are your hours?

A: Our hours of operation are Monday – Friday 9am to 5pm EST excluding holidays. Organa Support can also be contacted at any time by emailing or by calling us at (805)316-4900 during normal business hours. The best way to contact us is by email.

Q: My purchase has been declined and I know my credit card is good. What am I doing wrong?

A: The best option is to contact the card-issuing bank by phone and let them know you approve the transaction. Please note you can only attempt a transaction with the same credit card 2 times in a 24 hour period. Another reason for the decline could be a simple mistake with the information you provided. Double-check that all card information is submitted correctly before trying again.

Q: Why was I double-charged?

A: Your attempts to purchase are being authorized by us then declined by your card-issuing bank for some reason. These authorizations will not settle and you will not be charged. We are given little information regarding why your card-issuing bank is declining your attempts to purchase. Please contact your card issuing bank for further clarification.

Q: How will this purchase appear on my credit card statement?

A: If you have any questions regarding what you will see on your billing statement, you can always contact our office directly at (805)316-4900 or send us an email at

Q: I placed an order and have not received an email confirmation. How do I know if my order went through?

A: Please check your spam folder. Our emails will occasionally go to your spam folder because they are automatically sent. If you cannot locate confirmation please send us an email and we will get back to you within 24 hours.


Q: How can I track my order?

A: Click the link to Track your order or by entering your tracking number on the USPS website. (Tracking numbers are typically live within 24-48 hrs of shipment.)

Q: Do I need to sign for my package?

A: No, orders inside the USA are shipped USPS priority mail. Delivery confirmation is included but no signature necessary.

Q: Re-shipping Policy?

A: If your product is returned to us due to the shipping address not being correct, we will reship your order if you provide us with a new address, but you will be responsible to pay the new shipping charges. If your product is returned due to customs issues from your state or country, we will not reship the package to you. However, if your package is returned we will return your payment after we subtract the 10% restocking fee and shipping charges.

Q: Canceling an order?

A: If you would like to cancel your order, please contact us immediately and we will do our best. If the order has already been processed, we will not be able to cancel it.

Q: How long does it take for my order to be delivered?

A: Please see the Shipping and Returns policies page.

Q: Do you offer express shipping

A: Yes we offer Express Flat Rate Shipping. Please keep in mind that we have little control over your order once it leaves our facilities, therefore, we do not guarantee a specific time of arrival.

Q: My Package is lost what do I do?

A: If a package is lost we will reship at no additional cost to you (if the requested shipping address is correct). It must be 7 days past the scheduled delivery date to be considered lost.


Q: How can I check my past orders to track their progress?

A: From your member’s area click the “my orders” tab and you will be taken to a list of all of your past orders. They will each be updated with status and you can click them to open and view their contents. When your order is marked completed you will be sent an order completed email that contains a link called “click to track”. That link will take you directly to the proper page for you to track your shipment straight to your door.

Q: Can I use more than 1 promo code per order?

A: No, you can only use 1 promo code per order.


Q: How secure is my information?

A: Here at Organa Kratom we take our customers security very seriously. We use the highest security encrypted SSL to make sure that your information is never shared!

If you have any other kratom questions please feel free to contact our team of professionals. They will be happy to assist you in any way possible!