FAQs

Frequently Asked Questions

Please browse through our frequently asked questions below for some quick answers. It’s usually faster to read through this information than to send us a message.

Before placing your order...

Using Zelle is easy and only takes a minute. To begin, download the Zelle app to your mobile device for free. Add your favorite debit card to the app and then select the Zelle payment option at checkout. The video below quickly explains what Zelle is and how it works. It is possible that some prepaid debit cards may not work with Zelle.

We will do everything in our power to make sure that your order is shipped quickly from our warehouse. Orders placed before 2pm eastern will ship the same day. We are not able to guarantee delivery dates. The time frames that you see at our checkout are estimates only. After we do our job and hand your package off to USPS we rely on them to do their job. We have no control over delays and we do not have any special back channels to communicate with them and track down your package. Generally speaking USPS is pretty reliable and delivers by the expected delivery date. During holiday season (November to January) the mail runs slower and delays are expected. In rare cases you may find that your package takes 7-10 days to deliver. Please read our shipping guidelines for more information.

If you track your shipment on USPS.com you may see a “pre-shipment” or “package acceptance pending” status. This is normal and it may take 24-48 hours to update and show progress. In some cases you may not see updates for 3-4 days, especially during holiday season. Do not be alarmed! The USPS tracking status is notorious for inaccuracies and often does not show the true whereabouts of the package. Please be patient – we will make sure that you receive your package. If 5 days have passed since your order was shipped and the tracking status on USPS.com appears to be “stuck” please contact our customer support team

For everything related to rewards and how the program works, please refer to this page.

If you have a checking account you can use it to pay for your order, even if you do not have a checkbook with paper checks handy. All you need is your checking account number and your routing number. Both of these numbers are usually on your bank statement or you can call your bank’s representative to ask for them. If you have a checkbook, you can find the numbers at the bottom of your paper checks. See the illustration below that shows where to find them. Once you have the numbers simply enter them into the checkout window just like you would with a credit card number. Be sure to enter them correctly to avoid delays. If you are a new customer we will wait for the check to clear before shipping the order.

 

Yes, you can! We accept Visa and MasterCard. Select the credit card payment option at checkout. Because we use a credit card processor located in the U.K. overseas, your bank may automatically decline the transaction as an anti-fraud precaution. If this happens simply give your bank a call and tell them that you would like to allow purchases online that are originating from outside the United States. Sometimes you can make this change through your bank’s mobile app or online banking dashboard. After you have made the change you can try placing your order again and it should go through.

COD stands for Cash on Delivery. This means that you can pay the mailman with cash or a money order when your order arrives. If you aren’t present when the mailman comes, the mailman will either leave a slip at your door or attempt to deliver again the next day. You cannot use a credit card to pay when the mailman attempts delivery.

After your order is placed...

We will do everything in our power to make sure that your order is shipped quickly from our warehouse. Orders placed before 2pm eastern will ship the same day. We are not able to guarantee delivery dates. The time frames that you see at our checkout are estimates only. After we do our job and hand your package off to USPS we rely on them to do their job. We have no control over delays and we do not have any special back channels to communicate with them and track down your package. Generally speaking USPS is pretty reliable and delivers by the expected delivery date. During holiday season (November to January) the mail runs slower and delays are expected. In rare cases you may find that your package takes 7-10 days to deliver. Please read our shipping guidelines for more information.

If you track your shipment on USPS.com you may see a “pre-shipment” or “package acceptance pending” status. This is normal and it may take 24-48 hours to update and show progress. In some cases you may not see updates for 3-4 days, especially during holiday season. Do not be alarmed! The USPS tracking status is notorious for inaccuracies and often does not show the true whereabouts of the package. Please be patient – we will make sure that you receive your package. If 5 days have passed since your order was shipped and the tracking status on USPS.com appears to be “stuck” please contact our customer support team

So you received an email from us confirming delivery, you went to your door, and it’s nowhere to be found…Don’t be alarmed! This happens more often than you’d think. Take a deep breath and start to think…Is it possible your neighbors received it by accident? Did someone who lives with you receive it and forget to tell you? Check with them first. If possible try to track down your mail carrier and ask them if they recall delivering your package.

If you try all of these things and it still hasn’t turned up then it’s possible that USPS marked your package as being delivered before it was actually delivered. In cases like these USPS will usually deliver the package with the next day’s mail. In some cases it might even come 2 or 3 days later. It’s very rare for a package to get lost so please be patient!

We usually email a shipping confirmation email less than 24 hours after an order is placed. Keep in mind that the post office is closed on Sundays and there are also several postal holidays each year. If we are not able to ship your order because the post office is closed then you will not receive your tracking information until the following day.

It’s also possible that you did not receive your tracking information because you entered your email incorrectly (with a typo) when you checked out. If you think this is the case please send us a message.

If you entered the wrong shipping address you can attempt to intercept the package and redirect it. Call 1-800-ASK-USPS or make the request online at the USPS website.. Hint: You’ll keep your sanity by making the request online and avoiding USPS phone support.

Learn more about kratom...

Mitragyna speciosa, commonly known as kratom, is a tropical tree native to Southeast Asia from the coffee family. Kratom plants can be found in the forests of Indonesia, Thailand, Malaysia, Myanmar and Papa New Guinea. All kratom imported to the United States comes from Indonesia. The leaves are harvested from mature trees, dried, and crushed. Kratom leaves have been used by the locals of Southeast Asia for centuries.

Different strains of the kratom plant can be found in various regions of Southeast Asia. To date there is no research that provides us with reliable information about how these strains compare to one another. Super Speciosa does not make any claims about the strains nor does it make any recommendations. Read more about strains here.

Yes! Super Speciosa is proud to be recognized by the American Kratom Association as a GMP Qualified Vendor. This means that we have been inspected by a third party auditor and met or exceeded the AKA’s GMP standards. Unfortunately most other vendors do not test their products. This is a major concern for us and we take it very seriously. All of our kratom is tested by third-party labs for contaminants, adulterants, and heavy metals. To ensure microbial safety we test for salmonella, e. coli and coliforms, yeast, mold, and aerobic plate count. Testing is also performed for Arsenic, Cadmium, Lead and Mercury. We do not sell any kratom to our customers that does not pass these tests. Read more about our lab testing here.

Check our blog page! Get the latest news on kratom and new product launches, as well as kratom recipes, guides, and more.  

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checkout problems?

If you are using a credit or debit card, try these tips below…

  1. Double check the credit card info for accuracy (expiration date, card number, card code).
  2. Double check your billing address. It must match the billing address that your bank has on file.
  3. Try using the “Credit Card PMC” option instead of the plain “Credit Card” option.
  4. Your bank may be declining the transaction because they think it’s fraud. Call your bank and ask them to approve it and then try again.
  5. If all else fails, call or text us at 754-800-5219 during business hours Monday through Friday 9am eastern to 5pm eastern. You can always leave a message if we aren’t available.