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: We currently accept Interac e-Transfer via Online Banking. Cryptocurrency checkout will be available soon, and credit card checkout is not yet offered at this time.

Q: Where is my order confirmation email?

A: Once you’ve successfully placed an order, an automated order confirmation email is sent. If you don’t see it in your inbox, please check your spam folder. If you still can’t find it, please get in touch with us promptly.

Q: How can I communicate any special requests?

A: Should you have any comments or specific requests pertaining to your order, we encourage you to provide relevant details in the designated note section on the Cart page prior to finalizing your checkout.

Q: Can I make changes or additions to my order?

A: Kindly reach out to us promptly, and we will make every effort to accommodate your requests. Given our commitment to expeditious order fulfillment, modifications post-placement cannot be guaranteed. If you seek alterations involving more than one product, we recommend initiating a new order and submitting a cancellation request for the preceding one.

Q: Can I cancel my order?

A: Should your order remain unprocessed, we can facilitate its cancellation and initiate a refund for you. Please be advised that the refund process may take up to 3 business days to complete.

Q: How do I know which products to choose?

A: Pharmakeia refrains from asserting or endorsing the use of our products for the treatment of any medical conditions. We advise conducting thorough research and exercising discretion prior to making a purchase. For general information on kratom vein properties or popular products, kindly refer to the product descriptions page. Alternatively, feel free to reach out to us for further assistance.

Q: Who can order your products?

A: To place an order with Pharmakeia, it is a prerequisite that you are at least eighteen (18) years of age or older. Additionally, your agreement to our Terms and Conditions in their entirety is mandatory. For a comprehensive understanding of these terms, please click here to access the full details.

Order Status

Q: How do I check the status of my order?

A: To check the status of your order, log in to your account and navigate to the “Orders” section. Instant email confirmations will be sent upon receiving or shipping your order. If confirmation emails are not found in your inbox, please check your spam folder or contact us. Please allow up to 1 business day for changes in your order status.

Q: Why has my order been delayed?

A: Your order may face delays or cancellations for various reasons:

 

  • 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: How is product quality guaranteed?

A: We uphold product quality through transparent communication with our customers, offering them access to third-party lab test results for each product. These tests, conducted by independent laboratories, meticulously screen for pathogens and heavy metals to guarantee the absence of any contaminants in our facilities.

Q: What are kratom blends?

A: We have chosen not to use the term “strains” when referring to our various kratom options to maintain transparency with our customers. In truth, there are no distinct kratom strains; rather, there are three vein colors of the same leaf, indicating different points of maturity. The perceived variety in strains is a consequence of the diverse processing methods employed at the manufacturing level. What the market perceives as distinct strains are, in fact, different blends crafted by manufacturers through varying techniques such as drying, exposure to light, and fermentation. The resultant variations in the final product are attributed to the varying degrees of impact these techniques have on the manufacturing process.

Shipping

Q: What kind of shipping options do you offer?

A: We dispatch all orders through Canada Post, 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: Your shipment confirmation email, sent shortly after your order is dispatched, includes tracking information. This email provides the tracking number and a link to the shipping carrier’s website. Please be aware that tracking updates may experience delays. We can only assist with your package if it is past the Guaranteed Delivery Date or if the tracking status indicates ‘Verify Recipient’s Address.’ If you encounter such issues, please reach out to us for assistance.

Q: The delivery of my package is delayed. Can you help?

A: In instances of potential shipping delays, we appreciate your patience. Before contacting us, please allow one additional business day beyond the Delivery Standard Date. Following this period, we will promptly engage with the carrier to facilitate the location of your package.

Q: My tracking shows that my package was delivered but I did not receive it.

A: We ask that you please allow one full business day before contacting us, as tracking updates may not always be immediately accurate. Following this timeframe, we will proactively follow up to 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.

Returns

Q: What is your Return Policy?

A: We offer a hassle-free return policy for all unopened products within 30 days from the date of shipment. To qualify for a refund or store credit of equal value, items must be returned in their original, undamaged, and untampered condition.

Please be aware that you are responsible for covering the shipping costs and ensuring proper tracking for the returned product.

At Pharmakeia, customer satisfaction is our top priority. If you have any concerns about the quality or characteristics of our products, please do not hesitate to reach out to us immediately. Our dedicated team is here to assist you, or you can refer to our lab results page for a comprehensive report on the quality of our products.

Contact Us

Q: How do I reach Customer Service?

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