FAQ
Orders & Payments
A: Orders placed before 2:00 PM PT, Monday through Friday, are eligible for same-day shipping. Orders placed after the 2:00 PM PT cutoff will be processed on the next business day.
Please note that Pharmakeia is closed on statutory holidays. Shipping and Customer Service will resume on the next business day following the holiday.
A: We currently accept Interac e-Transfer through online banking.
Cryptocurrency payments are not currently available, but we are working toward offering cryptocurrency as a payment option in the future.
Credit card payments are also not currently available. We are actively working to introduce credit card payments in the future, despite the challenges associated with offering this payment method in our industry.
A: Once your order has been successfully placed, an automated order confirmation email will be sent to you. It typically arrives within a few minutes, but occasional delays may occur.
If you do not see the email in your inbox, please check your spam or junk folder. If you still cannot find your order confirmation, please contact us and we will be happy to assist you.
A: If you have any comments or special requests regarding your order, please include them in the notes section on the Checkout page before completing your purchase. We will make every reasonable effort to accommodate your requests whenever possible.
Please note that shipping instructions cannot be accommodated through the order notes. Shipping carriers do not guarantee special delivery instructions, such as “deliver to the back door.” All deliveries are made based on the shipping address provided at checkout.
A: If you need to make changes or additions to your order, please contact us as soon as possible. We will do our best to accommodate your request, but due to our fast order processing times, changes cannot be guaranteed once an order has been placed.
Certain changes and additions can often be accommodated if your order has not yet been processed. However, once an order has entered processing, we may be unable to make changes. Please contact us as soon as possible through our contact form so we can determine whether your request can be accommodated.
A: If your order has not yet been processed, please contact us as soon as possible to request a cancellation. Once an order has been processed, we are unable to cancel it.
Refunds for cancelled orders may take up to three business days to complete.
Please note that payment must be received by 9:00 AM Pacific Time on the next Monday through Friday calendar day after your order is placed, including statutory holidays. If payment is not received by this deadline, your order will be automatically cancelled.
A: Pharmakeia does not provide guidance, recommendations, or claims regarding the consumption or use of our products. Our products are sold as not for human consumption, and we encourage customers to conduct their own research and exercise discretion before making a purchase.
For general product information, please refer to the descriptions provided on the relevant product pages. If you have any questions about our products or need further assistance, please contact us.
A: To place an order with Pharmakeia, you must agree to and comply with our Terms and Conditions.
Certain products are restricted to customers who are at least 18 years of age, as indicated by the 18+ seal on the product page. For these products, the carrier will require government-issued identification at the time of delivery to verify the recipient’s age before releasing the package.
For additional information about eligibility and ordering requirements, please review our full Terms and Conditions.
A: For first-time customers, it can take up to 30 minutes for us to receive an e-transfer due to security measures implemented by some banks.
E-transfer payments are manually processed Monday through Friday, from 9:00 AM to 5:00 PM Pacific Time. To ensure your order is processed in time for same-day shipping, please send your e-transfer by 1:30 PM Pacific Time.
If more than 30 minutes have passed and your payment has not been received, please double-check that you sent the e-transfer to the correct email address provided in the payment instructions sent to you after placing your order. If the e-transfer was sent to the wrong email address or there is an issue with the payment, same-day shipping cannot be guaranteed.
If you have confirmed that the e-transfer was sent to the correct email address and are still experiencing an issue, please contact us for assistance.
A: We do not currently offer free samples or first-time buyer promo codes.
ORDER STATUS
A: You can check your order status by logging into your account and navigating to the “Orders” tab in your account dashboard.
We also send automatic email notifications when your order is placed, received, and whenever its status is updated. Please allow up to one business day for order status changes to be reflected in your account before contacting us for assistance.
A: Orders can occasionally be delayed for several reasons. If your order is taking longer than expected, please check the following:
Payment: Confirm that your e-Transfer was sent to the correct email address provided in your payment instructions. Payment issues or delays in receiving your e-Transfer can prevent your order from being processed.
Order Confirmation: If your order is not showing in your account and you have not received an order confirmation email, please contact us so we can look into the issue.
Shipping Information: Make sure that the shipping information provided with your order is complete and accurate. Missing or incorrect information may result in shipping delays.
If you have checked the above and your order is still delayed, please contact us for assistance.
PRODUCT INFORMATION
A: Pharmakeia offers a curated selection of premium-grade, lab-tested kratom and other botanical products. Our selection includes a variety of kratom strains and other plant-based products that are responsibly sourced and tested for quality and purity.
For more information about our available products, please visit the relevant product pages on our website.
A: At Pharmakeia, we use the term “blends” to describe combinations of different kratom powders rather than referring to them as individual “strains.” Kratom, or Mitragyna speciosa, is commonly categorized by vein color, including white, green, and red.
Kratom blends are created by combining different vein-coloured powders in specific ratios. These powders may also undergo different processing methods, such as varying drying conditions, exposure to light, or fermentation. These factors can contribute to differences in the characteristics and alkaloid profiles of the resulting blends.
White vein kratom refers to powder associated with white-veined leaves, while green vein and red vein kratom refer to powder associated with green- and red-veined leaves, respectively. The characteristics of each powder can vary depending on factors such as the source material, harvesting conditions, and processing methods.
At Pharmakeia, our blends are carefully formulated using different combinations and processing methods to offer a diverse selection of products. For specific information about the composition of an individual blend, please refer to its product description.
A: We are committed to maintaining consistent product quality through responsible sourcing, quality control, and transparent communication with our customers.
Our products are independently tested by third-party laboratories, with test results available on our website. Testing may include screening for pathogens, heavy metals, and other quality and purity indicators.
We believe in providing customers with access to transparent, independently verified information so they can make informed purchasing decisions.
A: We use a two-step lab testing process to assess the quality and consistency of our products.
1. Supplier-Level Testing
Before purchasing a product, we require lab testing at the supplier level. This allows us to review test results and verify that the product meets our quality requirements before we proceed with a purchase.
2. Independent Third-Party Testing
Once a shipment arrives, we collect representative samples and send them to an independent, accredited third-party laboratory in Canada for additional testing. The results from this testing are made available to our customers on our website.
Because each product category we carry is sourced from a single origin and processed at the same facility, testing representative samples from each shipment provides us with additional information about the quality and consistency of the products we receive.
If a product does not meet our quality requirements, we take appropriate action and do not make the affected product available for sale.
This multi-step approach allows us to evaluate our products both before purchase and after they arrive, while providing our customers with access to independent third-party test results.
If you have any questions about our testing process or would like additional information, please contact us.
A: The silica packets included with certain products contain silica gel, a form of silicon dioxide. The outer packet is made from spun-bonded polyester.
The packets are non-toxic and DMF-free, and they are manufactured to meet applicable FDA requirements for materials intended for contact with food and drugs.
A: If a product is not listed on our website, we do not currently carry it. We keep our catalog up to date, so all products currently available for purchase will be listed on the website.
SHIPPING
A: We ship orders through Canada Post and FedEx, with shipping options offering estimated delivery times ranging from 1 to 8 business days, depending on the destination and service selected.
A: Same-day shipping means that orders placed and paid for before our weekday cutoff time of 2:00 PM PT will be shipped that same afternoon.
Please note that same-day shipping is not available on statutory holidays. Same-day shipping refers to the day your order is shipped and should not be confused with same-day delivery.
A: Once your order has been dispatched, you will receive a shipment confirmation email containing your tracking number and a direct link to the shipping carrier’s website. You can use this information to monitor the progress of your shipment.
Please note that tracking information may occasionally take some time to update after your package has been dispatched.
If your shipment has passed its Guaranteed Delivery Date, shows a shipment exception, is being returned to sender, or there is an unresolved address issue, please contact us for assistance. For other tracking delays or status updates, we recommend allowing the carrier additional time to update the tracking information.
A: If your package has not arrived by the Delivery Standard Date, we kindly ask that you allow one additional business day for delivery before contacting us. Occasional carrier delays can occur, and packages may still arrive within this additional timeframe.
If your package has still not arrived after the additional business day, please contact us. We will then coordinate with the carrier to assist in locating your package and determining the next steps.
A: If your tracking information shows that your package was delivered but you have not received it, please allow one full business day before contacting us. In some cases, carriers may mark a package as delivered before it is physically delivered, or the tracking information may be updated before the package arrives.
If your package has still not arrived after one full business day, please contact us, and we will assist you in locating your shipment.
A: If you notice an error in your shipping address, please contact us as soon as possible. If your order has not yet been shipped, we may be able to correct the address before dispatch.
If your order has already been shipped with an incorrect address, the package may be held by the carrier, receive a shipment exception, or be returned to us. In this situation, please check your tracking information for any address-related updates or a “returned to sender/shipper” status, and contact us so we can assist you.
A: Shipping options from Canada Post or FedEx may occasionally be unavailable at checkout due to temporary carrier outages, service interruptions, or technical issues with the carriers’ systems.
If no shipping options are appearing, please wait a short time and try again. You can also check the current Canada Post service status and FedEx service alerts for information about any ongoing service disruptions.
If the issue persists, please contact us and we will be happy to assist.
A: Yes. Saturday delivery is available through FedEx for eligible addresses.
If your delivery address qualifies for Saturday delivery, the option will automatically appear at checkout when you select FedEx Two Day or FedEx Overnight shipping. If your address is not eligible, FedEx will display the available shipping options, along with their applicable delivery dates and rates.
A: Our Free Expedited Shipping option is always shipped via Canada Post Expedited.
A: We do not have a physical storefront and do not currently offer local pickup. Pharmakeia is an online-only business, and all orders are carefully packaged and shipped directly to the address provided at checkout.
RETURNS
A: We accept returns of unopened products within 30 days of the shipment date. To qualify for a refund or store credit, returned products must be in their original, untampered, and undamaged condition. Customers are responsible for return shipping costs and must use a shipping method with tracking.
All returns are reviewed on a case-by-case basis.
Returns requested between 30 and 60 days from the shipment date are not guaranteed and may be subject to a restocking fee. If approved, the return must still meet our requirements, and the customer is responsible for the return shipping costs.
If a return is required due to an error on our part, we will cover the return shipping costs.
If you have questions about our Return Policy or would like to request a return, please contact us for assistance.
CONTACT US
A: To contact our Customer Service team, please visit our Contact Page and complete the contact form.
You can also reach us through WhatsApp by clicking the business phone number in the header at the top of the website or by selecting the WhatsApp icon in the bottom-right corner of the page.
A: The phone number displayed on our website is available exclusively for WhatsApp support and does not accept traditional voice calls.
For any questions or assistance, please contact us through WhatsApp using the number provided on our website. We appreciate your understanding.
