Orders
Can I change my order later?
Unfortunately, this is not possible. We will then cancel your order and you can simply place a new one.
What can I do if I do not receive an order confirmation?
Please check your spam folder first. Unfortunately, emails often end up there. Next, please check the email address you entered when ordering. If you made a mistake here or simply didn't receive an email, please contact our customer service.
What emails do I receive when I place an order from you?
You will receive an order confirmation including an invoice. As soon as you have paid for the order and we have received the money, you will receive a payment confirmation. In the last step, you will receive a tracking email from DHL if you wish.
Delivery
Where can I enter the Packstation / post office?
When you are at the checkout, under your address you will see “Send delivery to another address?". Just tick the box there and "address typeHere you will find the Packstation and the post office.
What information do I need for the Packstation?
- First and Last Name
- postal number (you apply for it from DHL)
- Packstation number
- zip code and location of the Packstation
What information do I need for the post office?
- First and Last Name
- postal number (you apply for it from DHL)
- post office number
- Postal code and location of the post office
How quickly do you ship the goods?
As a rule, all payments received before 13:30 am are dispatched on the same day. We aim to dispatch the packages within 24 hours. Payments received later than this will be dispatched on the following working day. Please note that we do not work on weekends. This means that payments received on Friday at noon / afternoon / evening will not be processed until Monday.
How long does the delivery take?
Normal DHL delivery times within Germany are between 2 and 3 working days. Once we hand the package over to DHL, we no longer have any influence on the delivery speed. Then it is entirely up to the delivery service.
Why doesn't the delivery status change?
For parcels sent by post, the change in status always takes a little longer (1 to 2 working days). For DHL packages, you usually see a status change within one working day. If a status does not change over a longer period of time (2 to 3 working days), please contact us. We usually find a solution together. We can only submit an investigation request to DHL from the 5th working day onwards.
Express Delivery
When will the Express Same Day Delivery be shipped?
All express orders paid by 12 noon on a working day (receipt of payment in our account) can be shipped the same day. We always make every effort to ensure that all packages are shipped promptly.
When will the express delivery be sent the next working day?
All paid express orders received on public holidays, weekends or during vacation will be processed directly on the following working day. The same applies to all paid express orders received after 12 noon. In this case, the express driver will only arrive on the following working day.
How long does it take to deliver an express order?
From the time the parcel is handed over to the express service provider, it usually takes one working day for delivery within Germany. No Saturday delivery or collection!
In exceptional cases it may take longer (illness, traffic, weather, accident, etc.).
Within the EU it usually takes between 2 and 5 working days. No Saturday delivery or collection!
Will my express order be delivered on a Saturday?
No. This option has such a high price premium that we have decided not to offer it. Therefore: No Saturday delivery or collection!
Payments
Which payment methods do you accept?
We only accept bank transfers or cash on delivery.
Do you offer other payment options upon request?
No, we only offer advance payment / bank transfer or cash on delivery.
Do you accept screenshots?
No, we do not accept screenshots due to various attempts at manipulation. Any attempt at fraud will be reported to the police.
Tip: From 2025, real-time transfers will be free for private bank customers in Germany. We receive the payment within a few seconds. Screenshots are therefore superfluous.
How long does the transfer take?
Within Germany
- Online transfer = 1 banking day until credit
- Paper-based transfer = 2 banking days until credit
- Real-time transfer = money is credited directly
Foreign countries
- Within the EU = as within Germany
- Outside EU = receipt of money can take up to 1 week
What is the difference between the booking date and the value date for a transfer?
Booking date: Is the day on which you entered the transfer.
Value date: Is the day on which the money is/was debited from your account. Nicht the day on which the money reaches the payee.
Exchange
Do I have a right of withdrawal?
Yes, you definitely have a right of withdrawal. All distance selling transactions (telephone, internet, mail, etc.) have a 14-day withdrawal period. See our cancellation page.
Can I also return opened bags?
No, unfortunately this is not possible. For units of 100 grams or more, we always include a free 10 gram sample of the same type. You can try this out for coloring or painting. If you don't like the color, you can send the larger unit back to us. We will be happy to exchange your bag or refund the purchase price of the bag.
How does the exchange work?
Just write to us via email or messenger. We will then give you brief instructions.
- Write to us.
- Pack the original sealed bag well and send it to us.
- After receiving the goods, we check them.
- If everything is in its original condition, we will exchange the goods and send you your new variety.
Complaints
Who do I need to contact?
Please just write us an email (info@kratomdudes.com), describe your case and send us evidence photos or a video directly.
Do I need proof?
Yes, definitely. Please always send us pictures or videos. This is the only way we can understand, check and process your case. If the shipping service provider has damaged the package or even the goods, we have to clearly prove the case and this can only be done with pictures or videos.
What if I don't have proof?
Unfortunately, we cannot process your complaint without proof.
How long does the processing take and how does it work?
We usually process the complaint on the same day. If there are any queries, the process may be delayed slightly.
- Take pictures or videos of the incident and write it down.
- Write us an email (info@kratomdudes.com), including pictures or videos of the case.
- Wait for our response.
- Together we will find a solution.
Customer service
At which email address can we reach you?
You can reach us at info@kratomdudes.com .
Can we also reach you via WhatsApp?
You can also reach us via WhatsApp at +49 1556 3292 276 Here you have the option to send us text or voice messages. Unfortunately, we cannot accept calls.
Why can't we reach you by phone?
We do not offer telephone support until March 17.03.2025, XNUMX. You are welcome to send us your request by email or WhatsApp. You will usually receive an answer very quickly.
From March 17.03.2025, XNUMX, it may be that all of our employees are busy or you call outside of office hours. Here, too, you are welcome to write us an email or contact us via WhatsApp.
When can we reach you by phone?
From March 17.03.2025, 12, our customer service will be available Monday to Friday from 14 noon to 49 p.m. on +7269 5299 576 XNUMX. We will test this service first. If it is well received, we will extend the opening hours and introduce it permanently.
Is the telephone customer service also available for government and press inquiries?
No, we ask that you submit your requests in writing.
If I have a concern, can I write to you?
We ask for this. If you have any questions about your order, the process or anything similar, please feel free to write to us. Please check the FAQ first to see if your question can be answered here. Please also always pay attention to the way you write; malicious or disrespectful emails will not be answered.
Reviews
How do I get the 5% discount code?
Please just write to us via email or messenger and tell us your review. We will then send you a voucher code for 5% off your next purchase.
regular customer discount
Do you reward your regular customers?
Of course, we value every single order and would like to give something back to our regular customers. Our regular customers can receive up to 10% discount.
How much is the regular customer discount?
After your fifth order, you will receive a 5% discount on your further purchases with us and after your tenth order, you will receive a 10% discount.
How do I get the discount code?
Simply send us an email (info@kratomdudes.com). We will review your case and send you your individual code. This is not transferable or combinable.
product range
How do I get instructions on painting or dyeing with kratom?
We have printed painting instructions on all of our Kratom bags. For more information, please contact our customer service.
What can I color with Kratom?
You can dye light-colored textiles, ceramics, canvases, candles and so much more. The best thing to do is try it out for yourself.
Can I also paint with Kratom?
Yes, you can. I'm sure you'll be amazed by the results. We've already painted so many pictures with Kratom and other dyes.
Is your kratom also suitable for consumption?
No, our kratom is not suitable for consumption. We distance ourselves from any consumption and do not want to have anything to do with it. All inquiries regarding this will be deleted without exception. Our kratom can only be used for coloring and painting.
Have you added anything to your kratom?
No, our kratom consists of 100% ground kratom leaves.
Will your product range be expanded?
In the future we would like to expand our inventory. Canvases, brushes, other dyes, textiles for painting and dyeing will be available in the future.
What are “wild” kratom strains?
Normally, a farmer and his helpers harvest the kratom trees on a plantation that he has planted. This is not the case with wild varieties. Here, the farmers have to search deep into the jungle for kratom trees. These are usually 20 - 25 meters high and have grown completely without human intervention. This makes it more dangerous, but also much more exclusive. Here, only a small amount can be harvested.
B2B shop
What is a B2B shop?
It is advertised as business-to-business. Our business customers can register here and buy our kratom at wholesale prices.
How do I log on?
Just go to “My Account“ and register as a “Business” user type. If you already have a VAT ID, it is best to enter it directly. As soon as you have entered and confirmed everything, your request will be sent to us for review. We ask you to send us proof. This is the only way we can be sure that you are a business customer. After your documents have been successfully reviewed, your profile will be activated for the B2B shop.
What evidence can I submit?
You can submit the following documents to us:
- business registration
- Extract from the association register
- commercial register extract (A or B)
