Frequently Asked Questions

SHIPPING

1. WHAT IS YOUR POLICY ON LOST, STOLEN OR DAMAGED GOODS?

Hidden Valley Botanicals is not responsible for packages that are damaged, lost or stolen after the driver confirms delivery of the package. We recommend watching the provided tracking information on the day of delivery to receive the package in-person at the time of delivery. You should receive an email or SMS notification when the package has been delivered (please note: this is entirely dependent upon the delivery service confirming delivery).

If you cannot find your package, please do the following:

  1. Check anywhere at the delivery address where the package may have been hidden by the shipping provider;
  2. Check with your neighbors to see if they may have received the package.

2. HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?

We aim to ship the same day with orders typically shipped within 24 hours of each business day (order cut off 2:00pm PST Mon-Fri); however, this may be longer during large sales, promotions, product releases and holidays. A business day is considered as Monday through Friday, and does not include public holidays and weekends.

Once your order has shipped we will email you a tracking confirmation (if you do not receive a tracking number, check the spam mail folder in your email account).

3. DO HIDDEN VALLEY BOTANICALS OFFER FREE SHIPPING?

Yes, Hidden Valley Botanicals offers free standard shipping on orders over $100.

4. WHERE DO WE SHIP TO?

  • United States only
  • Restrictions apply; we ONLY ship to states and cities where Kratom is legal.
  • Find out if Kratom is legal in your state here.

Currently, we cannot ship to the following: states of IN, WI, VT, AR, AL, RI, MS (county and city dependent); Sarasota County FL; Oceanside and San Diego County CA; Denver, Parker and Monument CO; Franklin NH; Alton, Edwardsville County & Jerseyville IL

5. WHAT SHIPPING SERVICES DO YOU OFFER?

We offer the following shipping options. The availability of each service will be shown in the checkout and is dependent on the delivery location.

6. HOW MUCH DOES SHIPPING COST?

Individual shipping costs are calculated based on delivery location and package weight. For an accurate cost please add your items and continue to checkout.

7. WHERE’S MY TRACKING INFORMATION?

You can find your tracking information in your order confirmation email or in your Hidden Valley Botanicals customer account under Order History.

8. WHAT IS THE CUT OFF TIME FOR SAME-DAY ORDERS?

  • Monday - Friday: 2:00 pm PST
  • Saturday & Sunday: not available

Orders must be submitted and paid for before the cut off time to qualify for same-day shipping.

9. I ENTERED THE WRONG ADDRESS! WHAT DO I DO?

If you accidentally order using the wrong address and your order has yet to ship, please contact us immediately so we can cancel or update the shipping information. If the order has shipped, submit a package intercept request to the relevant shipping provider for your order immediately.

FedEx Package Intercept

USPS Package Intercept

8. ROUTE PACKAGE INSURANCE

This is coming soon!

For more information on all things related to shipping, read our Shipping Policy.

PAYMENTS

1. WHAT PAYMENT METHODS DO YOU OFFER?

The following methods of payment are accepted at Hidden Valley Botanicals:

Credit / Debit Card

  • No minimum purchase required
  • Visa, Mastercard, Discover and American Express are accepted.

ACH

  • No minimum purchase required
  • Extended clearing times may apply - Same Day Clearing options available

SEZZLE - COMING SOON

2. CAN I PAY BY CHECK OR PREPAID CARD?

Unfortunately, we do not accept check or prepaid card payments at this time.

3. DO YOU OFFER DISCOUNTS TO VETERANS OR PERSONS WITH A DISABILITY?

Yes to both. As a ‘thank you’ to individuals currently serving or who have served our country, Hidden Valley offers a discount on all products every time you purchase.

We welcome everyone who has served in the military at any time in any of these branches:

  • Marines
  • Army
  • Air Force
  • Navy
  • Coast Guard
  • National Guard

We offer the same discount of 15% off every purchase for individuals suffering from:

  • Mobility disabilities
  • Mental disabilities
  • Hearing disabilities

Before placing your order, please email a copy of your DD214 (for active or prior military) or your Social Security disability award letter to helpcenter@hiddenvalleybotnaicals.com .

Upon receipt, we will send you a discount code that can be applied during checkout all year round.

Veterans Day Promo

For one day only - 11 November - veterans qualify for an extra 10% off orders.

Before this date, send us proof of your military service (as described above) and we will email you your exclusive Veterans Day Discount Code to use on this day. This code can be used in conjuction with your regular Veteran's Discount for this date only.

4. DO YOU DO BULK ORDERS?

So you’re interested in ordering Kratom in bulk? We can help! If you're interested in buying larger quantities, please reach out via our Help Center for detailed information on available strains, pricing and order minimums.

RETURNS & REFUNDS

1. WHAT IS YOUR RETURNS & REFUNDS POLICY?

Hidden Valley Botanicals stands behind a 100% satisfaction guarantee on all products. If you are dissatisfied with your purchase for any reason, you have the option of a refund or exchange within 30 days of purchase. Requests for refunds, returns, and cancellations can be initiated via email or our contact form as needed. All refunds and exchanges are subject to review and will be processed at the discretion of Hidden Valley.

For more information, see our Returns and Refunds Policy.

ABOUT KRATOM

1. IT’S MY FIRST TIME TRYING KRATOM, WHAT SHOULD I BUY?

Many beginners choose green vein Kratom because it provides a balanced experience with mild stimulation. As a beginner, it's important to start cautiously and select a Kratom type that matches your desired effects and needs.

Since everyone's body reacts differently to Kratom strains, it may take some experimentation to find the one that works best for you. For more information on specific Kratom strains and their effects, visit the Hidden Valley's blog or contact our exceptional customer service team.

Check out these Hidden Valley blog articles:

Where does Kratom come from?

What benefits does Kratom provide?

How to start taking Kratom - a beginner’s guide

2. WHAT IS KRATOM AND HOW DO I TAKE IT?

Whether you’re new to Kratom or a regular consumer, we know you’ll have questions about this amazing herbal substance! Visit our blog to have all your Kratom wellness, culture and lifestyle questions answered.

Visit our blog.

3. IS KRATOM SAFE?

Each Hidden Valley Botanicals product undergoes rigorous independent laboratory testing. After verifying Kratom's authenticity, we test for contaminants, heavy metals, and biological safety. You can trust that the Kratom you purchase is of the highest quality, supported by comprehensive test results. Read more about our Quality & Safety Promise here.

While Certificates of Analysis (COA) are not published on our website, individual batch numbers related to each series of tests are listed on our product packaging. COAs are available on request and are always available for auditing.

When it comes to variety, whether you're an experienced Kratom enthusiast or just beginning to explore its potential benefits, we have an array of options for you to choose from Hidden Valley, we are here to help you make the best choices.

Just how safe is Kratom? This blog article tells you more.

Still have questions? Contact Help Center here!

Last updated 10/02/24

FDA DISCLAIMER: THESE PRODUCTS HAVE NOT BEEN EVALUATED BY THE FOOD AND DRUG ADMINISTRATION. THEY ARE NOT INTENDED TO DIAGNOSE, TREAT, CURE OR PREVENT ANY DISEASE. IF YOU ARE PREGNANT, NURSING, TAKING ANY MEDICATIONS OR HAVE ANY MEDICAL CONDITIONS, CONSULT YOUR DOCTOR BEFORE USE. LEGAL AGE OF USE/CONSUMPTION IS 21 YEARS OF AGE

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