Shipping Policy
NEW 2020 UPDATE:
The recent changes implemented by the United States postmaster general has caused catastrophic delays by operations at the USPS. The current pandemic has also played a part in an excessive amount purchases online. Now, we have the holidays upon us, putting the postal service further behind. It’s a triple threat at mail facilities. As a result, delivery dates are not guaranteed. And Prometheus Products cannot be held accountable for any shipment time that’s affected.
Please be patient with your mail carrier. They are overworked and overburdened. But your package will arrive. And all of us in the United States will get through this together.
Domestic Shipping Within the U.S.
All packages will be processed and shipped within 24 hours of the time they’re received during regular business hours (Mon-Fri 9 PM – 5 PM EST). Weekend and holiday orders may not apply.
Orders received before the cutoff time of 12 PM EST (Monday – Friday only) — Excluding Holidays — will most likely ship the same day. However, due to an influx of orders, that might not be possible. Other orders placed after the cutoff time will be processed and shipped the following business day.
All of our domestic shipping inside the United States uses USPS Priority Mail (2-5 days). Tracking and delivery confirmation is available with that service. Priority Mail starts with a flat rate charge of $7.95.
We also offer USPS Priority Mail Express (1-2 days). That service comes with tracking and delivery confirmation, too. Priority Mail Express carries a standard flat rate of $27.95. That does NOT mean your order will arrive the following day. Express is not an overnight shipping option. Your zip code and order time will play a part in that equation to determine when the package arrives.
Shipping is excluded from the following states: Alabama, Arkansas, Indiana, Rhode Island, Vermont, Wisconsin, and Vermont.
Certain municipalities in the United States are excluded as well.
International Shipping Orders
All international orders will be shipped to the customer via USPS Priority (6-10 business days). For faster service, we offer Express EMS (3-5 business days), too. Any packages that are held by customs may take longer to arrive than the estimated time. All customers take full responsibility for seizures by customs. The option to order a package from other countries is not available online. You must email for more information. Prices for postage depends on weight and destination. The consumer takes responsibility to ensure all local laws are met with an order. Contact us to discuss your options.
NO C.O.D. ALLOWED FOR INTERNATIONAL ORDERS
Return Policy
ATTENTION: Only unopened kratom products are eligible for a return. Broken heat-sealed packages (when the seal has been broken) cannot be resold to the public. As such, we cannot accept those returns. With the coronavirus pandemic going on, it’s a public health issue that we must take seriously.
For packages that qualify for a return, it must be UNOPENED in the original packaging.
Customers have fourteen (30) days to contact customer service to schedule a return.
Product exchanges are available for unopened packages, too. Customers are given at least ten (15) days to schedule an exchange with customer service.
The customer assumes the responsibility for all shipping costs associated with refunds or exchanges. All shipping costs are non-refundable.
We reserve the right to refuse returns or exchanges on any questionable returns. All other return issues should speak with customer service to see about a resolution.