Order FAQs and Policies
We're here to help! Below are answers to common questions you might have about ordering from us. If your question is not answered here, go ahead and contact us.
Shipping
What is the processing time for orders?
- Orders submitted before 2pm PT Monday-Friday will be shipped the same day.
- Orders placed after 2pm PT Monday-Thursday will be shipped the next day.
- Orders submitted after 2pm PT on Friday and all orders on Saturday & Sunday will be shipped Monday morning.
That being said, we routinely ship orders placed as late as 3:30pm PST out same-day. We are proud to be known as the vendor with the latest shipping cutoff in the game.
Processing times may vary during peak seasons or promotional periods, but we strive to fulfill orders as quickly as possible.
How much does shipping cost?
If your order subtotal is under $50, the shipping rate is a flat fee of $4.
If your order subtotal is $50 or over, shipping is free of charge!
Depending on your order size, we also offer free expedited shipping.
What are the estimated delivery times?
Shipping typically takes 3-4 business days for delivery within the contiguous United States.
If you live in a very rural area, shipping may take longer (around 5 business days).
If you live in a major metropolitan area, shipping will likely be faster (around 1-2 business days).
Can I track my order?
Yes, once your order has been processed and shipped, you will receive a shipping confirmation email containing tracking information. You can then track the status of your shipment using the provided tracking number through the carrier's website.
My tracking number hasn't updated in days — what's going on?
Occasionally a carrier scans a label as printed but doesn't scan the package again until it's further along the route, which can make tracking look "stuck." If your tracking hasn't moved within 2 business days of shipping, contact us with your order number and the email address you used to place the order, and we'll look into it with the carrier and make it right.
Where are you able to ship to?
At this time, we only offer shipping within the United States and its territories. We do not ship to international destinations.
Additionally, for kratom products we currently do not ship to the following states due to kratom regulations: Alabama, Arkansas, Florida, Indiana, Rhode Island, Vermont, Wisconsin. We also do not ship kratom products to certain counties and municipalities. You can find the full list on this page.
What should I do if my shipping address is incorrect?
Please ensure that the shipping address provided during checkout is accurate and complete to avoid any delays or delivery issues. We are not responsible for lost or delayed shipments due to incorrect or incomplete shipping addresses provided by the customer.
If you enter the wrong shipping address and your order has not been processed yet, you can contact us to correct the address. We will do our best to change the address before the order is processed, but there is no guarantee that we will be able to do so in time.
Can I change my shipping speed or address after I've placed an order?
Reach out as soon as possible with your order number and the email address you used to place the order. If it hasn't been packed and labeled yet, we're usually able to update the shipping method or correct a delivery address. Once a label has been printed, we may not be able to make changes, so the earlier you contact us, the better.
Orders
Can I cancel my order after I placed it?
If your order has not yet been processed, you can contact us to try to cancel the order before the fulfillment process begins; however, we cannot guarantee that we will be able to cancel the order.
If your order has already been processed, we are not able to cancel the order.
My payment says pending — do I need to do anything?
Some payment methods require a manual confirmation step before we can process the order. If so, you'll find instructions to complete payment in the order confirmation email from our store. If you're ever unsure whether a payment email is really from us, don't click anything — contact us directly instead.
Orders left unpaid for an extended period are automatically cancelled, so if it's been a while and you're unsure of your order status, just send us your order number and we'll check.
I received the wrong item, or something's missing. What do I do?
Email us at hello@eluxir.shop with your order number and a quick description (or photo) of what you received. We'll send out the correct item, typically the next business day, along with a prepaid return label for the incorrect product if needed. We're sorry for the mix-up in advance — it happens rarely, but we make it right when it does.
What is your refund policy?
All sales are final. We do not accept returns, exchanges, or refunds once an order has been placed, including orders already in transit if a state or federal restriction takes effect before delivery.
Due to the fast-changing legal status of our products, please review our restricted states and localities list carefully before ordering.
I have an issue with my order.
Please contact us and let us know how we can help.
Products & Quality
Is your kratom lab tested?
Yes. Every batch is tested by an independent third-party lab before it's listed for sale. You can view lab testing reports on our third-party lab testing page.
What's the difference between your kratom and 7-OH products?
Kratom (Mitragyna speciosa) is a plant-derived product sold in leaf, powder, and tablet form. 7-OH (7-hydroxymitragynine) products are concentrated or isolated to emphasize a single alkaloid naturally found in kratom in much smaller amounts. Because it's more concentrated, 7-OH is regulated differently than plain-leaf kratom in some states, and its legal status is changing quickly — see the Policies & Compliance section below. We don't make medical claims about either product, and nothing on this site is intended to diagnose, treat, cure, or prevent any condition.
How should I store my products, and do they expire?
Keep your product in its original, sealed container in a cool, air-conditioned environment out of direct sunlight. Products are good for 2 years from the date of purchase when stored properly.
Coupons & Rewards
Can I stack multiple coupon codes on one order?
Only one discount code can be applied per order, and the system automatically keeps the higher-value code if more than one is entered at checkout. If a code you expected to use didn't apply, it's most likely because a larger discount was already active on your cart — contact us with your order number if you'd like us to double check.
I'm not seeing rewards points for my recent orders.
Points are usually added automatically, but occasionally an order needs to be synced manually. If your balance looks off, send us the email address on your account and we'll review and correct it.
Do you ever offer discounts for product feedback or reviews?
We occasionally do things for customers who share feedback, but it's not a standing policy, and we'd encourage you to be cautious of that claim if you see it repeated somewhere outside our official channels.
Policies & Compliance
Is kratom / 7-OH legal where I live?
Kratom and 7-OH regulation varies by state and city, and the rules are changing frequently — some jurisdictions restrict or ban one or both. It's the buyer's responsibility to confirm current local law before ordering. You can find the full list of restricted states and localities on this page.
We do not ship to addresses in jurisdictions where these products are restricted, and orders to those areas may be cancelled and refunded.
Is there an age requirement to purchase?
Yes. You must be 21 years or older to purchase from Eluxir. We may require age verification at checkout or at delivery.
Statements on this page have not been evaluated by the Food and Drug Administration. Our products are not intended to diagnose, treat, cure, or prevent any disease, and are not a substitute for medical advice. Consult a healthcare provider before use, especially if pregnant, nursing, or taking medication. Must be 21+ to purchase. Void where prohibited.
Still have a question? Contact us or email our support team at hello@eluxir.shop — we read every message ourselves.