Shipping

When placing an order on Kratom:Haus, you will receive a confirmation email. This confirmation email contains a unique order number that you can use to retrieve the status of your package. All products are shipped from our location in Budapest, Hungary.

Delivery Time

Orders are shipped within 24 hours after payment is confirmed (weekdays). Shipping within Hungary is usually delivered the next working day. Shipping within Europe usually takes around 2-5 working days. (see zones)

Discreet Packaging

All packages are carefully and discreetly packaged. Only your name, address and a return address will be visible on the box.

Regarding international shipments:

Kratom:Haus is not responsible for packages that are confiscated at the country border of the recipient’s country.

Shipments and returns

Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to the total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.

Boxes are amply sized, and your items are well-protected.

Can you ship overseas?

We are based in Hungary and yes, we can gladly ship our products overseas. Simply select your preferred delivery option during the checkout process. The cost of shipping will be calculated and added to your order total.

Orders destined for countries outside of the EU area are shipped with appropriate documentation and declarations to facilitate quick transit through your countries customs process.

Will you ship to my country?

There are some countries that we do not ship to which have prohibitive import restrictions relating to herb or plant material. The onus is on the customer to know the local regulations relating to their own country. We try to keep abreast of any restrictions relating to our herb or plant products, however we cannot be held responsible if an order is placed and subsequently seized or destroyed by the authorities. We cannot provide refunds to customers who are based in any country if their orders are destroyed, seized or confiscated, with or without notice.

If your country does not appear on our list of available countries when adding your address, we are unfortunately not able at present to ship to you.

Can you tell me more about the ‘DHL Parcel’ and other tracked courier postal delivery options?

DHL Parcel* services provide a track and trace facility. DHL Parcel on average takes 2-3 working days to arrive to European destinations. If your delivery address is in a location that is long distance from any major cities, your item may take an additional working day to arrive.  There are no dispatches made over the weekend, we dispatch on Monday – Friday only excluding national holidays and seasonal holidays.

Tracking details will be emailed to you once your order has been dispatched.

DHL Next Working Day delivery is not a guaranteed service. Whilst the vast majority of orders arrive on time, we cannot guarantee that we will be able to provide a refund of delivery charges if you experience a delay. If DHL is proven to be at serious fault we will endeavour to get compensation where possible, however the investigation must be concluded before we can offer any compensation or discount codes.

If you’re not in at the time of delivery, use the site locator.dhl.com to find a collection point in your area, or to find further options relating to re-delivery. We may choose to ship using another courier service if it’s deemed to be a more efficient method to your region. Please get in touch if you’re not sure and we can help.

** Prices are subject to change with or without notice, if you wish to check the rate & options for your country please get in touch before ordering

*** DHL Parcel is not a guaranteed service. Compensation may only be offered in certain situations relating to loss and damage. We always investigate issues with DHL however please be patient whilst we conduct our enquiries. We cannot guarantee to offer a refund immediately for loss and damage whilst an investigation is in process.

*** Please note that DHL class certain delivery locations as ‘remote areas’ and as such, delivery surcharges may be applicable. As this list is extensive and constantly updated you will be contacted after ordering if your delivery requires a surcharge payment before dispatch. Please see the next point below for further details.

Please contact us if you wish to find out more information regarding shipping services, or if after adding products to your cart you are instructed to contact us for shipping options. We’ll be happy to provide further assistance.

Typical areas around the world that require a delivery surcharge include non-mainland locations / islands and also areas only accessible by smaller local roads. If you’re not sure about your location please get in touch before ordering to check if any surcharge applies to you.

How quickly will you dispatch my order?

Orders are dispatched Monday to Friday, unless otherwise stated on our site. Your order will be dispatched once we have received cleared payment for your order. Any orders received with a cleared payment before 13:00 CET time will be dispatched the same day. Any orders with payment received after 13:00 midday CET time on Friday will be dispatched on the following Monday, or next available working day. We reserve the right to amend the same day dispatch cut off point at any time, particularly on high volume processing days such as Mondays. If it is not possible to dispatch your order on the same day, we will contact you to advise.

Please note that some courier delivery options may require an earlier purchase time to qualify for same day dispatch. Please refer to the description of your chosen delivery option for more information. For International orders and larger bulk orders we may require an additional day of processing to allow for courier collection, but in most circumstances we dispatch the same day. Please get in touch using the contact tab above if you need to find out more information relating to delivery times and methods.

When will you be able to reply to my email?

Our business hours are Monday – Friday 10am to 5pm CET, unless otherwise specified on one of our site updates. Please check the site updates to see if there is a store holiday period or bank holiday which may disrupt normal response times. During business hours we endeavour to respond to customer inquiries within 24 hours of receiving email. Please add shop [at] kratom.haus to your address book to ensure that you receive our emails. Please also check you junk / spam mail box as your mail provider may have diverted it automatically.

How do I track my order?

If you have selected a tracked service, you will be sent a tracking number via email once your order has been processed and dispatched. A tracking link to check the status of delivery will be inside the notification. You may also be emailed directly from the courier with status updates, provided that you entered a valid email address at checkout.

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