Frequently Asked Questions
Find answers to the most common questions about orders, payments, shipping, our products, and customer support.
Orders and Payments
You can place an order directly through our online store. Simply select the products you’d like to purchase, add them to your cart, and follow the checkout steps to complete your order.
Once your order has been placed, you’ll receive a confirmation email. If you don’t see it in your inbox, please check your spam or junk folder.
If you need assistance during checkout, you can contact us through WhatsApp. All orders must be placed through our website. We do not accept orders through WhatsApp.
We accept several payment methods to make ordering convenient:
Bank transfers.
Cryptocurrency payments.
Cash deposits at bank branches.
Cash payments at participating retail locations, using payment instructions or a payment code provided through Openpay.
You can review the available payment options and select your preferred method during checkout.
Yes! We offer a 10% discount on orders paid with cryptocurrency.
To receive the discount, enter the coupon code crypto10 in the coupon field during checkout and click Apply.
The discount is not applied automatically, so please make sure to enter the coupon code before completing your order.
If you paid by bank transfer, cash deposit, or through Openpay, please send us your payment receipt via WhatsApp or email so we can verify your payment and process your order.
Cryptocurrency payments are generally confirmed automatically. However, if your payment has been completed but your order status hasn’t updated, please contact us so we can check it manually.
Once your payment has been verified, we’ll proceed with preparing your order.
Yes, you can request changes or cancel your order as long as it hasn’t been shipped.
Please contact us as soon as possible through WhatsApp or email, and include your order number. If your order has already been paid for but hasn’t shipped, we can arrange a refund if you prefer to cancel.
Once your package has been handed over to the shipping carrier, we can no longer modify or cancel the shipment.
Shipping and Delivery
We ship to almost all locations throughout Mexico using Estafeta.
Delivery availability depends on Estafeta’s coverage in your area. Most orders are delivered directly to the shipping address provided during checkout.
In locations where home delivery is unavailable or inconvenient, pickup at an Estafeta branch (known as “Ocurre” service) may be an option.
If you’re unsure whether we can ship to your location, please contact us before placing your order.
We offer a flat shipping rate of $220 MXN for orders under $1,000 MXN.
Orders totaling $1,000 MXN or more qualify for FREE shipping within Mexico, subject to Estafeta’s delivery coverage.
Shipping costs are calculated during checkout, so you’ll see the applicable charge before completing your order.
Delivery times depend on your location and Estafeta’s shipping service.
Major metropolitan areas: Approximately 2 business days.
Smaller cities and towns: Approximately 3–5 business days.
Orders with confirmed payment before 12:00 PM (Mexico City time), Monday through Friday, generally ship the same day. We do not ship on weekends.
Delivery estimates begin when Estafeta receives your package, not when you place your order. Actual delivery times may vary depending on the destination and courier operations.
Once your order has shipped, we’ll send you an email containing your Estafeta tracking number.
You can use this number to follow your package’s progress directly on the Estafeta website.
If you haven’t received your tracking information, please check your spam or junk folder first.
You can also contact us through WhatsApp to request your tracking number once it becomes available.
We currently do not offer same-day delivery in Mexico City.
Orders shipped to Mexico City generally arrive within 1–2 business days after Estafeta receives the package.
Orders with confirmed payment before 12:00 PM (Mexico City time), Monday through Friday, generally ship the same day. However, same-day shipping does not mean same-day delivery.
Delivery times are estimates and may vary depending on Estafeta’s operations.
Products and Quality
All the kratom we offer at Kratom Mexico comes from Indonesia.
We work with trusted suppliers with whom we’ve maintained long-standing business relationships. We prioritize consistency and continuity rather than constantly changing suppliers.
We receive our kratom directly from these suppliers and personally handle the preparation of our blends and the packaging of our products here in Mexico.
Our kratom varieties are based on different types of kratom sourced from Indonesia, including red, green, and white varieties.
We are gradually transitioning toward preparing our own blends here in Mexico, using these varieties to create consistent products.
Some of our established products are still received as premixed varieties from our Indonesian suppliers, while others are blended by us.
Product names help distinguish the different varieties and blends available in our store. You can find additional information on each individual product page.
We personally handle the preparation, blending, and packaging of our kratom products here in Mexico.
We work in a dedicated, clean preparation area and use stainless steel equipment, gloves, and masks when handling our products.
Each product is carefully weighed and packaged in resealable bags that are also heat-sealed before shipping.
By handling these steps ourselves, we maintain direct oversight of our preparation and packaging process.
We recommend storing your kratom products in a cool, dry place, away from direct sunlight, heat, and moisture.
Keep the packaging tightly closed when not in use. Our resealable bags are designed to help protect the contents during storage.
Avoid exposing your products to excessive humidity or leaving the bags open for extended periods.
Our online store displays the current availability of our products.
Products listed as available for purchase are generally in stock and ready to be prepared for shipping.
If a product is temporarily unavailable, it will normally be marked as out of stock on its product page.
If you have questions about the availability of a particular product, please contact us through WhatsApp or email before placing your order.
Order Issues and Returns
Due to the nature of our products, we generally do not accept returns or exchanges once an order has been delivered.
However, if your order arrives damaged during shipping, please contact us as soon as possible with your order number and photographs of the damaged items.
Depending on the circumstances, we can arrange a replacement or refund. In most cases, we do not require damaged products to be physically returned.
If a package is lost during shipping or cannot be delivered and is returned to us, we will work with you to resolve the issue, including issuing a refund when appropriate.
If your order arrives damaged or is missing an item, please contact us as soon as possible through WhatsApp or email.
Include your order number, a description of the problem, and photographs of the package and affected products when applicable.
We’ll review the situation and work with you to resolve it as quickly as possible. Depending on the circumstances, we may arrange a replacement, send the missing items, or issue a refund.
We want to make sure you receive the products you ordered in good condition.
If you receive a product that is different from what you ordered, please contact us through WhatsApp or email as soon as possible.
Include your order number and, if possible, a photograph of the product you received.
We’ll review your order and arrange to correct the mistake at no additional cost to you.
We take responsibility for packing errors and will work to resolve the issue as quickly as possible.
If your package is taking longer than expected, please check its status using the Estafeta tracking number provided in your shipping confirmation email.
If the tracking information shows that your package was delivered but you haven’t received it, we recommend checking with household members, neighbors, or building security in case someone accepted the delivery on your behalf.
If you still cannot locate your package, please contact us through WhatsApp or email with your order number.
We’ll help investigate the situation with Estafeta and determine the appropriate next steps. Please note that packages confirmed as delivered by the shipping carrier are not automatically eligible for a refund.
General Questions
In our store, you’ll find different kratom varieties identified by commercial names and color classifications, such as red, green, white, and yellow.
We recommend reviewing each product’s description to learn about its characteristics and available sizes.
If you have questions about our products, you can contact us through WhatsApp or email. We’ll be happy to provide information about the varieties we offer, their origins, and their packaging.
As with many substances, regular kratom use can lead to tolerance and physical dependence, particularly with frequent or prolonged use.
Physical dependence and addiction are not necessarily the same thing. While dependence can involve withdrawal symptoms when use is stopped, addiction refers to continued, compulsive use despite negative consequences.
Individual experiences and risks can vary. We encourage customers to make informed decisions and consult a healthcare professional if they have questions about kratom or its potential interactions with medications.
You can contact us through WhatsApp, email, or our Facebook page.
You can also visit our Contact Us page, where you’ll find our customer support options and a contact form to send us a message.
If you have a question about an order, we recommend including your order number so we can assist you more quickly.
We’re available to answer questions about our products, payments, shipping, and any issues related to your purchase.
