30-DAY SATISFACTION GUARANTEE

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30-DAY SATISFACTION GUARANTEE
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Vancouver, BC

604-343-1988

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FAQ

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Orders & Payments

Q: How fast will my order be processed?
A: To guarantee same-day shipping, please complete your online order before the 2:00 PM PST cutoff, Monday through Friday. Keep in mind that Pharmakeia is not operational on statutory holidays. Shipping and Customer Service will resume on the following business day after a statutory holiday.
Q: What payment methods do you accept?
A: At the moment, we accept Interac e-Transfer via online banking. Cryptocurrency checkout is on the way and will be available soon. Credit card payments are not yet offered, but we are actively working to make this option available despite the challenges in our industry.
Q: Where is my order confirmation email?
A: Once your order is successfully placed, an automated confirmation email is sent to you promptly. While it typically arrives within minutes, occasional delays can occur. If you don’t see it in your inbox, please check your spam or junk folder. If you still can’t find it, don’t hesitate to contact us for assistance.
Q: How can I communicate any special requests?
A: If you have any comments or specific requests pertaining to your order (excluding shipping instructions), please include them in the note section on the Checkout page before finalizing your purchase. We will make every effort to accommodate your requests whenever possible. However, please be advised that shipping carriers do not honor special delivery instructions, such as “deliver to the back door.” The carrier relies solely on the shipping address provided during checkout.
Q: Can I make changes or additions to my order?
A: If you wish to make changes or additions to your order, please contact us as soon as possible, and we will do our best to accommodate your request. However, due to our fast order processing times, modifications after placement cannot be guaranteed. For changes involving multiple items, we recommend placing a new order and submitting a cancellation request for the original one. If payment has not yet been made for your order, simply create a new order, and our team will cancel the previous one. To assist us in processing your request efficiently, please inform us via the contact form when doing so.
Q: Can I cancel my order?
A: If your order has not yet been processed, please reach out to us immediately to request a cancellation. Once an order has been processed, we are unable to cancel it. Refunds for canceled orders may take up to three business days to complete. Please note that unpaid orders are automatically canceled if payment is not received within seven days of placement.
Q: How do I know which products to choose?
A: Pharmakeia does not make claims or endorsements regarding the use of our products for the treatment of medical conditions. We encourage customers to conduct their own research and exercise discretion before making a purchase. For general information about Kratom or any of our other products, please refer to the product descriptions page. If you require further assistance, do not hesitate to contact us.
Q: Who can order your products?
A: To place an order with Pharmakeia, you must agree to our Terms and Conditions in their entirety. Certain products require you to be at least eighteen (18) years of age or older, as indicated by the 18+ seal on the product page. For these products, government-issued ID will be required by the carrier at the time of delivery to release the package. Please click here to review our full Terms and Conditions for more details.
Q: Why hasn't my e-transfer been accepted yet?
A: For first-time customers, it can take up to 30 minutes for us to receive the e-transfer due to your bank’s security measures. We manually process payments Monday to Friday, 9 AM to 5 PM Pacific Time. To ensure same-day shipping, please send your e-transfer by 1:30 PM Pacific Time.

ORDER STATUS

Q: How do I check the status of my order?
A: You can check the status of your order by logging into your account and navigating to the “Orders” tab in your account dashboard. Email confirmations are sent automatically when your order is placed, received, and whenever its status is updated. Please allow up to one business day for status changes to be reflected before contacting us for further assistance.
Q: Why has my order been delayed?
A: Your order may face delays or cancellations for various reasons such as:

Payment Verification: Ensure that your e-Transfer was sent correctly.
Order Visibility: If your order isn’t showing in your account, and you haven’t received a confirmation email, reach out to us.
Shipping Information: Double-check that your order includes all necessary details for shipping. Providing complete information helps avoid delays.

PRODUCT INFORMATION

Q: What products does Pharmakeia offer?
A: Pharmakeia offers a curated selection of organic, lab-tested, premium-grade kratom and plant medicine products. Our range includes various strains of high-quality kratom and other natural remedies, all responsibly sourced and tested to ensure purity and potency for your wellness needs.
Q: What are kratom blends?
A: At Pharmakeia, we prefer the term “blends” over “strains” to provide clear and transparent information to our customers. Kratom blends are thoughtfully composed combinations of different vein-coloured kratom powders: white, green, and red vein. Each type is sourced from the Mitragyna speciosa tree at various stages of leaf maturity, which affects their unique alkaloid profiles and effects.

White vein kratom powder is obtained from mature leaves of the white vein tree, known for its stimulating and focus-enhancing properties. This variety is ideal for those seeking increased energy and concentration. Green vein kratom powder comes from younger leaves before the tree develops its characteristic white veins. It offers a balanced alkaloid profile that combines the energizing effects of white vein with the calming qualities of red vein, providing a versatile and harmonious experience throughout the day. Red vein kratom powder is sourced from trees that consistently produce red-veined leaves, offering relaxing and sedative effects perfect for unwinding and relieving stress.

By blending these different vein types and employing specific processing methods such as drying, exposure to light, and fermentation, we create unique kratom blends tailored to a wide range of preferences and desired outcomes. This approach ensures that our customers receive high-quality kratom products that meet their specific needs while maintaining full transparency about the ingredients and processes involved.
Q: How is product quality guaranteed?
A: We are committed to maintaining the highest product quality standards by offering transparent communication with our customers and providing direct access to third-party lab test results on our website. These independent tests thoroughly screen for pathogens, heavy metals, and product purity, ensuring our products are free from contaminants and meet the highest safety and quality standards.
Q: Can you explain the lab testing process for your products?
A: We follow a meticulous two-step lab testing process to ensure the highest quality and safety of our products. First, we conduct lab testing at the supplier level before making any purchases. This allows us to verify that the product meets our stringent quality standards right from the source. Only after passing this initial testing do we proceed with purchasing the product.

Once the product is in our possession, we take small, representative samples from the shipment and send them to an independent, accredited third-party lab in Canada. This second round of testing is conducted according to Canadian lab standards to ensure a thorough analysis. The results from this final testing are what we share with our customers, as they provide the most reliable and definitive confirmation of the product’s quality and safety.

Since each product category we stock is sourced from a single origin and processed at the same facility, testing representative samples from each shipment is a practical and effective approach. If a sample does not meet our high standards, it typically indicates that the entire batch is unsuitable, allowing us to take appropriate action.

This comprehensive process reflects our commitment to offering only products that have been rigorously tested and meet the highest standards of quality. If you would like more information about our lab testing, please don’t hesitate to contact us.
Q: What are the silica packs made of?
A: The silica packs we include with certain products contain silica gel, which is a form of silicon dioxide, and the outer packet is made of spun-bonded polyester. They are non-toxic, DMF-free, and meet FDA specifications for contact with food and drugs.

SHIPPING

Q: What kind of shipping options do you offer?
A: We dispatch all orders through Canada Post or FedEx, providing shipping options that ensure delivery within a range of 1-7 business days.
Q: What does Same-Day Shipping mean?
A: If your order is completed before our weekday cut-off time of 2:00 PM PST, it will be shipped that same afternoon. Please note that this does not apply to statutory holidays. Same-day shipping is not to be confused with same-day delivery
Q: How do I track my package?
A: Upon dispatch of your order, you will receive a shipment confirmation email containing your tracking number and a direct link to the shipping carrier’s website. Please be advised that tracking updates may occasionally experience delays. We are able to provide assistance with your shipment only if it has exceeded the Guaranteed Delivery Date or if the tracking status indicates ‘Verify Recipient’s Address.’ Should you encounter either of these situations, please do not hesitate to contact us for support.
Q: The delivery of my package is delayed. Can you help?
A: We kindly ask for your patience in the event of potential shipping delays. If your package has not arrived by the Delivery Standard Date, please allow one additional business day before reaching out to us. After this time, we will promptly coordinate with the carrier to assist in locating your package.
Q: My tracking shows that my package was delivered but I did not receive it.
A: We kindly request that you allow one full business day before contacting us, as tracking updates may sometimes be delayed. If the issue persists after this timeframe, we will promptly assist in locating your package.
Q: My address is incorrect. Can I fix it?
A: Should you identify an error in your address, please reach out to us immediately. If your order has not yet been shipped, we may be able to make the necessary correction. In the event that your order has already been dispatched with an incorrect address, it could potentially be automatically returned to us. Keep an eye out for a ‘Verify Recipient’s Address’ notification on your tracking. In such a scenario, we recommend reaching out directly to the shipping carrier, as there may be an opportunity to rectify the address issue.
Q: Why aren't any shipping options showing at checkout?
A: Sometimes shipping rates from Canada Post or FedEx don’t appear due to temporary outages or API issues with the carriers. This is out of our control but usually resolves quickly. You can check their current service status here for Canada Post and here for FedEx.
Q: Do you offer Saturday delivery?
A: Yes, we can offer Saturday delivery via FedEx for addresses that support it. Please first check if your address qualifies on the FedEx website. If it does, contact us and we’ll temporarily enable the Saturday shipping option for you at checkout.

RETURNS

Q: What is your Return Policy?
A: At Pharmakeia, we offer a hassle-free return policy for unopened products within 30 days of the shipment date. To qualify for a refund or store credit of equal value, items must be returned in their original, untampered, and undamaged condition.

Customers are responsible for covering the return shipping costs and must include proper tracking to ensure the package is delivered safely.

Your satisfaction is our highest priority. If you have any concerns about the quality or characteristics of our products, please don’t hesitate to contact our dedicated support team for assistance. For added peace of mind, you can also review our lab test results page, which provides detailed information on the quality and purity of our products.

CONTACT US

Q: How do I reach Customer Service?
A: To reach our Customer Care Team, please visit our Contact Page and fill out the contact form. You can also contact us via WhatsApp by clicking the business phone number in the header bar at the top of the page or by selecting the WhatsApp icon located in the bottom right corner.
Q: Why am I unable to connect via phone call using the number provided on your website?
A: The phone number displayed on our website is intended exclusively for WhatsApp-based support. As a result, traditional voice calls are not enabled for this number. This approach allows us to offer a streamlined and efficient support experience through instant messaging. We kindly request that you contact us via WhatsApp for any inquiries, and we appreciate your understanding.
Pharmakeia new website launch announcement with laptop showing homepage, mortar and pestle, herbs, and green powder on marble surface
Pharmakeia new website launch announcement with laptop showing homepage, mortar and pestle, herbs, and green powder on marble surface