We strive to uphold the highest levels of quality customer service. It is our ultimate goal at Mitra Genie Kratom to create lifelong customers, and we will do everything in our power to ensure that your shopping experience with us is one that makes you want use us as your only source for Kratom and ethnobotanical products. All Items are shipped discreetly and in a manner that ensures safe arrival. If for any reason this is not the case then please email us and we will work with you. Each case is handled individually.
All initial orders will be shipped to address as provided by the customer, and as a precaution that address will be automatically verified in our system to make sure it is valid. If the address comes back as invalid, we will make further attempts to contact the customer and verify the information.
Please allow us an additional 24 to 48 hours from the time your payment is received and order is processed to provide you with a tracking number via Email. Once you have the tracking number please allow 24 hours for it to enter the courier system and register online.
Domestic shipping The Czech Republic and The Netherlands or collection in person. Shipping and handling takes approximately 1 – 4 business from receipt of payment.
International orders are shipped via your chosen courier service at the checkout. International and typically take 4 – 12 business days to complete. All costs will be calculated at checkout and will depend on weight and destination. You are responsible to know the laws of your country; in addition we do not accept orders from The United Kingdom, Australia, Denmark, Russia, Finland, Lithuania, Poland, France, Romania, Ireland, Italy. Please research if Mitragyna Speciosa is legal for import in your country prior to ordering.
If at any time during the foreign shipping process a customer receives a “seizure letter” from any customs service, it is generally required that a copy of that letter is digitally reproduced (scanned or legible photograph) and e mailed to us for examination. The reason for this is to give us a chance to interpret your countries legal policies on the products being shipped and to write a response for release of the seized shipment should that be a possibility. Customer is responsible to pay any additional taxes and import fees. All items sold, are legal for sale for ethno botanical research and aromatherapy purposes in The Czech Republic, sale and marketing policies may differ depending on your countries laws.
RETURN & REFUND POLICY
Given the volatile nature with regards to the logistics of the goods we provide and the tendency for change in laws from country to country, returns and refunds are considered on a case by case basis. Please contact customer support using the contact form or contact details on our contact page to a raise a dispute. Customer satisfaction is our main priority and we do our upmost to ensure swift and safe delivery of our products and to maintain consistent premium grade quality.
MISSING & DAMAGED ITEMS
If you are missing an item, or the item you receive is damaged then please contact us so we can review your case and potentially send out a replacement free of any shipping costs to you. If a refund is deemed necessary then we will manually refund your transaction or the appropriate amount for the returned items.
As most issues can be solved very easily, we take chargebacks very seriously and will consider them fraud most of the time. Chargebacks will be taken to the full extent of law, will subject the client to being put on the no sell list.