Home > About Us > Frequently Asked Questions


Do you ship internationally?

As of September 2016, we are only shipping within Canada. That means we do NOT ship to the US.

When will my order ship?
All orders received on business days before 15:00 EST (3PM) are shipped out the same day, meaning they are picked up by the mail truck and begin transit.
Orders received after 3PM are shipped out the following business day.
Orders received on weekends or holidays will ship the next business day.
After your order is shipped, you will receive an email notification from us and, if the order is shipping by XpressPost or Purolator, a tracking number from the shipper around 4pm EST.

What are your hours of operation?
Our office is open Mondays through Fridays, from 11am to 5pm EST. Any orders placed on the weekend will be processed on the following Monday morning.

What does your packaging look like?
All our orders are shipped in discreet packaging with our parent company on the return address label.

How does COD work?
Orders to be paid for by Cash on Delivery (COD) are subject to a $5 handling fee. If the fee is not correctly added to the order at checkout, Madam Kratom reserves the right to add it to the invoice before shipping.
The COD service is available for orders shipped via XpressPost only. If your order does not qualify for the free XpressPost shipping, you may upgrade it upon checkout for $13 ($13 + $5 handling fee = $18 upgrade).
Please note that COD items will be available for pickup at a nearby Canada Post location with the address and closest pick-up time indicated on a notification card delivered to your mailbox.
Canada Post accepts credit cards for COD orders under $100. All COD orders can be paid for with cash or debit.

To whom do I send my e-transfer?

Send your e-transfers to:

Name: Madam Kratom
Email: payments@mkincense.com
Security answer: madamk1

*Failure to use our specified security answer may result in your order being delayed.
*Please keep in mind that the security answer is the key by which WE receive payment, and NOT you! Therefore, pets' names, spouses' names, etc. are not helpful to us as we do not know the answer!!

When can I expect my Lettermail order? Is there tracking?
All orders under $60.00 will be shipped via Canada Post lettermail. Please allow 3 -10 business days for your order to arrive. Lettermail that does not arrive in a timely manner will be reshipped at Madam Kratom’s discretion. Please note that tracking is not available for lettermail orders.

When can I expect my XpressPost order?
XpressPost offers next-business-day delivery to Greater Montreal and Toronto. Other major urban centres in Canada are generally 2 days, and the rest of Canada 3-4 days.
If your order does not qualify for free XpressPost, you may upgrade the shipping upon checkout for $13.

My order is late! What do I do?
First of all, breathe! Canada Post tracking does not always update in real-time. If your package appears to be moving slowly or not moving at all, practice patience! :-)
It is also possible for a package to be marked as delivered up to 24 hours before it actually arrives.

If you are concerned about your order, feel free to contact us 7 business days after the order has shipped.
Please note that Madam Kratom does not offer financial compensation for delayed shipments, except in the case that the customer has purchased a shipping upgrade.

What are your next-day options?
For $30, Madam Kratom can ship your order via Purolator. Purolator provides next-business-day service to the majority of Canada, however some rural areas may take two business days. Please check the Purolator site for delivery estimates if you live in a rural location.
Please note that Purolator delivers Monday-Friday and is available for customers paying by Interac e-transfer.

Can I return my kratom?

Any unopened bags may be returned to us for a full refund if the return is initiated within 30 days of shipment. If you are returning part of a variety pack, we can refund the part of the original purchase price proportional to the variety pack value of the item returned. Refunds will be provided upon receipt of the item in question.

Issues of product quality will be evaluated on a case-by-case basis and must be initiated within 30 days of shipment. The customer should save the unused portion of any opened bag they wish to have refunded or exchanged, as we commonly request that the unused product be returned to us for analysis

On occasion, customers may be given the option of receiving store credit (voucher / MadamMoney / coupon code) equal to or greater than the amount owed, in place of a cash refund. Please note that negotiating an alternate method of reimbursement may not be appropriate or available for each unique situation. The decision to provide such an offer is ultimately at the discretion of the Customer Service Representative handling your return.

Madam Kratom is committed to providing the highest level of customer service for the best kratom in Canada.

Returns can be addressed to:

Madam Kratom
2000 Rue Notre-Dame Est, Unit #365
Montréal, QC, H2K 2N3

If you have any questions about the return process, or to initiate a return, please contact us for more information.
Click here
to be brought to our 'Contact Us Online' page where you can send us a message regarding a return.

Thank you!