Frequently Asked Questions
Looking for some help?
When will my order be shipped?
Orders placed before 12pm MST (2pm EST) Mon-Fri (excluding holidays) will be shipped the same day.
Orders placed after 12pm MST (2pm EST) or on holidays or
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How long does the shipping take? Is there tracking? And other general shipping information:
We do not have access to any information that you do not via the tracking information provided, and we do not have any control over the package once it leaves our hands. If you have questions regarding the tracking information please contact the USPS, UPS, or FedEx directly.
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What shipping method is used for Free Shipping on orders over $150?
Will I receive e-mails confirming my order or tracking number?
We must have a valid e-mail address if we are to provide customer support and tracking . You will receive several e-mails. First, an e-mail confirming that your order was placed, a Completed Order email once the order has finished processing, and then your tracking number will be provided via a an e-mail from ShipStation (with links to online tracking). We send at least 3 e-mails confirming all aspects of your order.
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What is your Return Policy?
Anyone that has researched and been around kratom long enough knows it is extremely subjective. A batch or strain that 9 out of 10 people may love, may not agree with one person. Or, it might work great one day, but not another. Dose size and timing plays a huge factor, as does mindset. Just because something doesn’t agree with you doesn’t mean it’s necessarily a bad product. We offer cheap sample packs, and a large assortment of different strains and strengths of kratom, so that hopefully anyone can find the options that work best for them.
Please keep in mind that any products that are returned to us opened have to be destroyed. No exceptions. All of our products are packaged in a GMP facility after going through rigorous testing. We would never consider reselling a product of this nature that has already been opened by another customer. This makes accepting returns for products of this nature a bit tricky,.
With that said, we will accept returns of unopened products for a full refund, less shipping, within 30 days of receiving your order.
We will make a one-time exception for each customer regarding opened products – as long as at least 80% of the opened package remains, and again is still within 30 days of receiving the order, will accept a return for a full refund.
For example, if you order 1000 grams of one strain, it will be shipped to you in 4 x 250g bags. Open one bag, DO NOT open all 4 at once. Open 1 bag only. Try it. This way, if it turns out it’s not right for you a full refund can potentially still be had. Worst case you can return 3 out of the 4, and even in such cases if done for an exchange we’ll include extra in the reshipment. We try to be fair and understanding, hoping you will do the same.
Contact us within 30 days of receiving your product shipment. We’ll email you a label to print out, place on your package, and ship back at no cost to you. Once we receive the returned product, a refund will be issued and an email will notify you of that transaction.
Please email [email protected] for any return requests.
How do I place an order via COD (pay upon delivery of order)? How does it work?
COD orders must be shipped via either FedEx or UPS only at this time as the USPS has not yet made the COD option available electronically. Read More
Is Saturday delivery available for expedited UPS and FedEx shipments?
My package was damaged in transit - what do I need to do?
If I include delivery instructions in the Order Notes box will they appear on the label or be used?
What do packages from you look like? What appears on the return address?
We ship in brown boxes or packaging provided by the shipping company (USPS Flat Rate packaging, FedEx Envelopes/Boxes, etc). The return address on the package appears Viable Solutions, 62 6th St N, Nampa, ID 83687. All shipping labels are computer generated and printed, and there is absolutely no indication of the contents on the outside of the package.
Can I change my order after it has already been placed?
Do you offer coupon codes or discounts? Will you give me a coupon code if I ask via e-mail?
How do I go about subscribing to your e-mail list?
The option to subscribe is provided during checkout. You can also subscribe on the following page: http://eepurl.com/bSwNMj
Can you a apply a coupon after the order has already been placed?
I sent a check or money order payment for an order - how will I know when it has been received?
Products & Use
- The statements found anywhere on the site http://www.viablekratom.com as well as any of the products sold on this site, have not been evaluated by the Food & Drug Administration (FDA). These products are not intended to diagnose, treat, cure, or prevent any disease. We do not support the use of any of our products for illicit use, if we find out your intentions are for such purposes, we will not sell to you. If we learn of something of this nature after we have received payment, your money will be refunded and we will not ship the item. We reserve the right to refuse service to anyone. Please respect these regulations.
- Some products have a variety of uses. Some have not been approved by the FDA and seeing as we are not medical professionals, we cannot suggest or prescribe them for any such use. Some products may even be toxic if used in these ways, so please do your research and consult with your medical professional before buying any of these products. Such products have to be sold without directions or claims, or in some cases not for human consumption; We therefore will not answer any questions regarding those products or reply to any messages that indicate or hint at any use of a product in a manner contrary to which we have to sell it.
- Viable Solutions LLC must follow the laws of the State of Idaho. Our website and online store is regulated by interstate commerce laws, which fall under United States of America federal law. Outside of Idaho, we cannot and are not making any claims as to the legality of any of the products we sell. It is the sole responsibility of each individual customer to comply with all laws and regulations of the particular jurisdiction which the customer is in.
Can I pick up my order in person?
Do you provide wholesale discounts?
Yes. We have a dedicated page explaining our products and wholesale pricing, which can be found here: https://viablekratom.com/viable-solutions-kratom-wholesale/
Why didn't you reply to my e-mail?
- Please see Products & Use above. Also, if you are not willing to take the time to read and/or follow simple directions, we may not be willing to take the time to reply. You must be a legal adult 18+ years of age to purchase from this website and we expect that you act accordingly. Dishonesty, rudeness, vulgarity, or being petty or unreasonable are also typically not responded to well, if at all. Additionally, it’s possible that your e-mail was either automatically flagged as spam or simply did not make it through.
Seller reserves the right to refuse sale or service to anyone for any reason.
Is Viable Solutions affiliated with Herbal Salvation product line or HerbalSalvation.com?
Can’t find what you’re looking for?
Fear not. Contact [email protected] with your question, query or concern and we will get back to you ASAP.
