We understand you might have some questions for us. Below are some commonly asked questions to MitraGaia.

Frequently Asked Questions | FAQ

What is Kratom?

Kratom, or Mitragyna Speciosa, is a tree native to countries such as: Malaysia, Myanmar, Papua New Guinea, and Thailand. It is best known for the leaves which distribute over 40 different psychoactive compounds and alkaloids. Farmers harvest our Kratom leaves from these mature trees where they then begin the meticulous process of cultivation, drying, and crushing our raw kratom leaves.

What are your current payment options?

Currently all transactions must be completed utilizing ACH, Cryptocurrency or Certified Money Order.  Instructions for each available payment method are available on the Payment Options page. 

Is Kratom Legal in my area?

Kratom products are not legal in:

  • Alabama
  • Arkansas
  • California – City of San Diego and Oceanside
  • Florida – Sarasota County
  • Illinois – City of Jerseyville. Illinois also bans the sale of Kratom to minors under 18.
  • Indiana
  • New Hampshire – 18 and over only
  • Rhode Island
  • Vermont
  • Wisconsin

There are strict regulations against billing through, or shipping into any region where Kratom is banned. Mitragaia actively enforces these restrictions to protect our customers, employees, and future of the entire Kratom community.

Are your products Lab Tested?

Mitragaia takes our lab testing very seriously. We have rigorous testing standards and we post our lab results on the website under LABS. We currently test for all metals and bacterias related to kratom through many 3rd party accredited lab companies.

Lab Results
Do you offer wholesale or bulk pricing?

Please view the Wholesale section of the shop to find the latest availability and pricing.

How do I use your products and what products work best for me?

Every product can have a wide range of effects on each individual and can change.

There are many websites and social media threads discussing the science, uses, and effects of these products; providing specific information to help narrow your search. You can find an astonishing amount of information regarding Products, Vendors,  and local and federal government policy updates regarding this product.

The ever changing 'climate' lately has kept the industry on our toes lately.  It's important to keep yourself informed.

Among your research, you are bound to stumble on the reasons why Vendors are unable to be involved with these discussions.

I recommend the Reddit subform r/kratom and a quick web search for “The Kratom Bible.”

*This product has not been evaluated by the Food and Drug Administration. This product is not intended to diagnose, treat, cure, or prevent any disease.

What is your most popular or strongest product?

The Latest, Featured and Best Selling Products, located at the bottom of each page, are revolving lists based on sales over the last 30 days.

Utilize the device you're looking at right now! You can find an astonishing amount of information regarding Products, Vendors,  and local and federal government policy updates regarding this product. 

The ever changing 'climate' lately has kept the industry on our toes.  If Kratom has truly impacted you and your loved ones, it's important to keep your self apprised on these topics. 

Unfortunately, among your research, you are bound to find the reasons why Vendors can’t discuss Kratom effects.

*This product has not been evaluated by the Food and Drug Administration. This product is not intended to diagnose, treat, cure, or prevent any disease.

What do I do if I am not able to select an item or enter an order?

Clearing any cache and browser history to ensure the most up to date information and availability has resolved most issues, but others have needed to use the incognito or private mode on their web browser.

Do you offer wholesale or bulk pricing?

Please view the Wholesale section of the shop to find the latest availability and pricing.

How do I apply Rewards Points to my order?
  1. Login to your user account
  2. View Cart (points cannot be applied at checkout)
  3. Available points are listed on the top of the page
  4. Enter amount of points to apply in the "Redeem your Rewards Points" box below your order.
  5. Apply Rewards Points
  6. Proceed to checkout
Login and View Rewards Points
Why am I receiving an error code at checkout?

Note all error codes and messages you received during checkout.  Provide the error code(s) and details of your order using the contact us form for the quickest response and resolution.

I entered an order but received no confirmations?
  • The email address provided at checkout may have been entered incorrectly.
  • Check spam/junk folders for any messages from support@mitragaia.com.
  • Incomplete or declined payment attempts may have prevented your order from being submitted.
  • Shipping confirmation with tracking number is sent from noreply@shippingeasy.com.
How do I make changes to an order after it is submitted?

Changes cannot be made to orders marked as Complete.


If the provided shipping information is incorrect, contact USPS immediately to request a redirect or hold to be sure your order is received.


Request Changes:

Provide the order number in question and detail all changes needed. Using the contact us form ensures your request receives priority attention and quickest response. 


*REQUESTS MADE AFTER ORDER SUBMISSION MAY RESULT IN PROCESSING AND SHIPPING DELAYS.*

How do I redeem rewards points for discounts?
  1. Login to your user account
  2. View Cart (points cannot be applied at checkout)
  3. Available points are listed on the top of the page
  4. Enter amount of points to apply in the "Redeem your Rewards Points" box below your order.
  5. Apply Rewards Points
  6. Proceed to checkout
Login and Review Points
My cart is ready, but I am not able to complete a payment?

View all available Payment Options, with instructions and tips. 

Review all prompts and note error messages at checkout.

CONTACT US with all details of your order and error codes for support.

How do I complete the transaction using ACH?

Use an active Checking/Savings/Business Checking account to submit an ACH payment. Please check with your bank to ensure your account supports this type of transaction and verify current routing and account numbers. The transaction can take several days to be verified, and finally clear your account. Rarely delays processing your order.

  • Limited to 1 transaction per day
  • Not to exceed $1500.00
  • Select an Account Type even when using the default
  • Enter the bank Routing Number assigned to the corresponding account
  • Enter the Account Number
  • Clearing cache history and disabling autofill preferences has resolved most issues

Orders are placed On Hold while payment information is verified.The verification process does NOT guarantee a successful transaction. Order status will update to Processing when the information is submitted to your bank. At which time the transaction cannot be edited or canceled. Customer assumes responsibility to payment for the order and any fees resulting from a returned payment attempt.

Should any problem with your payment arise, you will be notified via email from support@mitragaia.com.

Where do I send the money order and who should it be made out to?

Using the Certified Money Order payment option will accept your order and place it On Hold. Once your order is submitted electronically, complete the steps to submit a physical payment so that your order can be released, processed and shipped.

  • Purchase a Certified Money Order direct at USPS, WesternUnion or any of their authorized retailers
  • Follow the instructions provided after checkout and within your Order Confirmation regarding how to fill out the money order and where to send it in.
  • Place the completed money order in an envelope and mail it to the address provided at checkout.

Your order will be released, processed and shipped when payment or proof of payment has been received.Instructions for expediting your order will also be provided.

Successful transactions will receive an Order Completion from support@mitragaia.com as your order is packed up and labeled for shipping.

Shipping Confirmation is sent from noreply@shippingeasy.com when your order is picked up by USPS.

How do I submit payment using cryptocurrency and receive the 20% off?

ORDERS PAID WITH CRYPTOCURRENCIES
RECEIVE 20% REBATE

INSTRUCTIONS TO EASILY BUY BITCOIN ON COINBASE:
GO TO COINBASE

If you do not have an existing coinbase account:

  • Follow prompts to create an account
  • Verify it
    • Coinbase does not require ID but providing it will increase the amount of coins you can buy at once
  • In your account, click Buy on the Buy/Sell link in the menu
  • Choose the coin you’d like to purchase.
    • NOTE: To account for normal transaction fees, your available cryptocurrency must be of greater value than the amount needed to complete your order.
    • Once your transaction is verified and all confirmations have been collected, the needed funds for your order may be much different than the funds submitted. This difference is due to any transaction fees and the processing of your rebate for using cryptocurrency.
    • Calculating the US Dollar value of the needed funds collected for your order should be verified independently from the website after all payment confirmations are collected.
  • Enter amount and click Buy
  • During checkout, you will be provided with instructions on how to complete your purchase.

GO TO COINBASE

WE ACCEPT BITCOIN, LITECOIN, ETHEREUM, ETHEREUM CLASSIC AND MONERO.

I entered an order but received no confirmations?

You may have entered an incorrect email address at checkout.Incomplete or declined payment attempts may have prevented your order from being submitted.

Search your spam/junk folders for any messages from support@mitragaia.com.

Shipping confirmation with tracking number is sent from noreply@shippingeasy.com when your order is picked up by USPS.

Is Kratom Legal in my area?

Kratom products are not legal in:

  • Alabama
  • Arkansas
  • California – City of San Diego and Oceanside
  • Florida – Sarasota County
  • Illinois – City of Jerseyville. Illinois also bans the sale of Kratom to minors under 18.
  • Indiana
  • New Hampshire – 18 and over only
  • Rhode Island
  • Vermont
  • Wisconsin

There are strict regulations against billing through, or shipping into any region where Kratom is banned. Mitragaia actively enforces these restrictions to protect our customers, employees, and future of the entire Kratom community.

I entered an order but received no confirmation or tracking number?
  1. Check spam/junk for messages from support@mitragaia.com. Shipping confirmation with tracking number is sent from noreply@shippingeasy.com when the shipping reports are generated on the day that your order is shipped.
  2. You may have entered an incorrect email address at checkout, please login to your account and verify the information on the order.
  3. If your payment didn’t go through and/or you didn’t see an on screen confirmation with an order number, you will not receive a confirmation email.
When will my order be shipped?

Most orders received before 3pm EST are processed and shipped same day, Monday-Saturday. We do not have a guaranteed pickup on Sundays and Postal Holidays. High order volume, large/complex orders, and orders received after the cutoff can affect the same day shipping process. Any order not shipped out same day will be processed, labeled and picked up the following business day.

My order was shipped but not delivered, what should I do?

All orders are insured and delivery guaranteed through USPS.  Any questions regarding delivery of your order should be directed to USPS.

  1. Contact USPS to request a GPS report of all tracking updates.
  2. Check with your neighbors, postal carrier and family members for any information regarding the delivery.
  3. Contact the proper authorities to file a stolen property report and use that report to submit a Delivery Dispute Claim back to USPS. 
    This will trigger an investigation into your order which will be resolved by USPS in the form of written statement or payment. 
  4. Any request to me the vendor, for a refund or credit must be accompanied by all of the documentation listed above for review.

PLEASE NOTE:
Reversing payment on such orders before completing this process will be reported and investigated as fraud, and is subject to penalties or prosecution.

What can be done when tracking indicates my order as delivered, but I have not received any delivery?
  1. Contact USPS to request a GPS report of all tracking updates.
  2. Check with your neighbors, postal carrier and family members for any information regarding the delivery.
  3. Contact the proper authorities to file a stolen property report and use that report to submit a Delivery Dispute Claim back to USPS.  This will trigger an investigation into your order which will be resolved by USPS in the form of written statement or payment. 
  4. Any request to me the vendor, for a refund or credit must be accompanied by all of the documentation listed above for review.

PLEASE NOTE: Reversing payment on such orders before completing this process will be reported and investigated as fraud, and is subject to penalties or prosecution.

What should I do if my order arrived, but is incomplete or wrong?

Review the date your order was received along with the terms and conditions.

Provide the following:
Order number
Clear pictures of the order as it arrived
Details regarding the trouble with your order

RETURN AND REFUND QUESTIONS

What should I do if my order arrived, but is incomplete or wrong?

Review the date your order was received along with the terms and conditions.

Provide the following:
Order number
Clear pictures of the order as it arrived
Details regarding the trouble with your order

All returns

Orders should be inspected upon delivery

Any issues with order fulfillment should be reported in a immediately.

Providing pictures of your order as it arrived helps to expedite the resolution process.

Exchanges are for unopened product within 30 days of order completion.

Provide any details regarding your return or exchange.

Approved returns entitle the buyer to an exchange, store credit or refund check mailed to the shipping address provided at checkout. The payment methods available do not allow for direct refunds.

Completed orders and orders in transit can be rejected at delivery.

Delivered orders still sealed in original USPS packaging, can avoid shipping costs by marking as “Return to Sender” before delivering back to USPS.

Once shipping material is opened, product must be sent at buyers expense to:

Mitragaia
5800 Beach Blvd. Suite 203-349
Jacksonville, FL 32207

Contact us with the tracking number for the returning product, inventory of items being returned, and expected resolution.

How can I be compensated?

Approved returns entitle the buyer to an exchange, store credit or refund check mailed to the shipping address provided at checkout.

*The payment methods available do not allow for direct refunds.

Can I cancel or return my order?

The simple answer:
YES!

Order is 'On Hold' or 'Pending Payment'

YES!  There is a small window to make changes or cancel orders once they are submitted.  Submit requests through the Contact us form immediately for a small opportunity to cancel the order. 

Order is 'Processing' or 'Completed'

Cannot be cancelled                       + Can be returned
Based on the delivery status of your order

Not Yet Delivered

Refuse upon delivery  *No additional shipping expense

Delivered Orders

USPS packaging unopened

Mark as “Return to Sender” and return to USPS*No additional shipping expense

USPS packaging opened

Product must be returned to Mitragaia at buyers expense:

Addressed to:
Mitragaia
5800 Beach Blvd. Suite 203-349
Jacksonville, FL 32207

Contact us to finalize the process of your return.

Provide the following details:

⇒ New tracking number 
       *Original order tracking will update if returned/refused

⇒ Inventory detail
       — Products being returned
       — Products missing from your order
       — Products not being returned

⇒ Your expected resolution
     — For available options, review "How can I be compensated?"

*The Contact us form helps to ensure your return receives priority attention

Order Confirmation

Mitragaia takes our lab testing very seriously. We have rigorous testing standards and we post our lab results on the website under LABS. We currently test for all metals and bacterias related to kratom through many 3rd party accredited lab companies.

Still have a question?

Contact Us

Disclaimer

This product is packaged and sold as bulk botanical ingredients and with no directions for use or claims regarding them. The FAQ’s and other pages are for educational use only. Keep out of reach of children. Not for sale to minors. This product has not been evaluated by the Food and Drug Administration. This product is not intended to diagnose, treat, cure, or prevent any disease. At this time, we are unable to ship Kratom products to Rhode Island, Indiana, Wisconsin, Vermont, Arkansas, Alabama, Washington DC, Jerseyville (IL), Sarasota County (FL), and San Diego (CA).

What Is Kratom?

Kratom, or Mitragyna Speciosa, is a tree native to countries such as: Malaysia, Myanmar, Papua New Guinea, and Thailand. It is best known for the leaves which distribute over 40 different psychoactive compounds and alkaloids. Farmers harvest our Kratom leaves from these mature trees where they then begin the meticulous process of cultivation, drying, and crushing our raw kratom leaves.