Panacea Natural · Frequently asked questions
Good questions.
Helpful answers.
From your first order to your next reward, here’s a little help finding your way. Pick a topic below, or reach out. We’re happy to help.
01 · Before you order
Let’s make shopping simple.
A few helpful details before you head to checkout.
Which payment options can I use?
We accept Visa and Mastercard credit cards, Sezzle payments, and Bitcoin. Enter your delivery address at checkout to see the payment options available for your order, then choose the one that works best for you.
Can my billing and shipping addresses be different?
Yes. At checkout, turn off “Billing address is the same as shipping” and enter your billing address separately. Use the billing details your card issuer has on file, and double-check the delivery address before placing your order.
Where do I enter a discount code?
Add your code in the coupon field in your cart and apply it before checking out. The updated total will show any eligible discount. If a code is not accepted, check its spelling, expiration date, minimum spend, and any account or product requirements. Offers are not always combinable. Contact us if you need a hand.
Is there an offer for my first order?
A friend can share their Panacea Natural referral code with you for 25% off eligible items on your first order. Previous purchases, including purchases from our former website, count toward first-order eligibility. Check the Refer a Friend page for the current offer and details.
Can I try a sample first?
Visit our Free Samples page to see the current selection and instructions. The sample offer requires a signed-in customer account and is limited to one sample per customer. Review your cart for any shipping charges before placing the order.
How old do I need to be to buy kratom?
You must be at least 21 years old to purchase kratom from Panacea Natural. The recipient must also meet the age requirement, and the products must be permitted at the delivery address. Our Terms and Conditions explain purchase eligibility.
Can I find Panacea Natural in a store near me?
Use Buy in Stores to find a retailer. Contact the store before making a trip to confirm its hours and whether it has the product and size you want.
02 · Shipping & order help
From our door to yours.
Delivery details, tracking updates, and help when something needs attention.
Where does my order ship from, and when?
We ship from our South Florida warehouse in Oakland Park, in the Fort Lauderdale area. Our usual shipping days are Monday through Friday, with a 3 p.m. Eastern time cutoff. Orders placed before the cutoff are normally sent that shipping day once payment and order details are confirmed. Later orders move to the next shipping day. Holidays, closures, and an order that needs review can affect timing.
Do you ship discreetly?
Yes. We ship orders in plain, unbranded packaging with no identifiable product information on the outside of the package.
How do I choose a delivery option?
Enter your complete shipping address at checkout to see the options available for your order. We group paid services into Lowest price, Faster delivery, and Fastest delivery, showing the price, carrier service, and estimated arrival. You may see fewer choices when there is no distinct faster option. Available services include USPS and UPS; delivery estimates are not guarantees.
Do you offer free shipping?
Yes, qualifying orders can receive free shipping. Your cart shows progress toward the current minimum, and checkout shows Free Shipping when your order and destination qualify. Check the final total after applying discounts, since they can affect eligibility.
Can I pick up my order locally?
Choose Local pickup when it is offered at checkout. Our pickup location is 4840 Northeast 12th Avenue, Oakland Park, FL 33334. The current pickup window is 12–3 p.m. Eastern time; follow the instructions on your order and bring your order confirmation. Contact us before traveling if you need to confirm arrangements.
Can you ship to my address?
Enter your full address at checkout to check available delivery options. We do not ship to restricted destinations. Our Terms and Conditions list our current shipping restrictions. If an address is declined and you think there is a mistake, contact our team so we can check it.
Where can I track my package?
Sign in and open your order in Order History, then choose its tracking page. You can follow the order’s progress and open the USPS or UPS tracking link for carrier details. If your order has more than one package, check each tracking number. For help finding an order, send us its order number.
Why has my tracking stopped updating?
A tracking number may be available before the carrier records its first scan, and scans can be spaced apart while a package travels. Open the carrier’s tracking page for the latest information. If the estimated arrival has passed or the carrier reports a problem, ask our support team to help investigate.
Tracking says delivered, but I cannot find the package. What next?
Check the delivery details on the carrier’s website, your mailbox or parcel locker, and other places where packages are usually left. Ask anyone at the address who may have accepted it. If it is still missing, contact the carrier and let our team know, including your order and tracking numbers.
Can you change or cancel an order after I place it?
Contact us as soon as possible with your order number and the change you need. We will check whether it is still possible at that stage of packing or shipping. Sending a request does not confirm a change or cancellation, so please wait for our reply.
What if an item arrives damaged or I need to return it?
For damaged or incorrect items, keep the packaging and shipping label, take photos, and contact us promptly—ideally within 24 hours of delivery. Unopened, unused products in their original packaging may be returned within 30 days after receipt. Contact us for instructions before sending anything back. See our return terms for the full conditions and information about defective items.
03 · Your account & rewards
A little thank-you for coming back.
Keep your orders, points, and referral activity together in your account.
What can I do in my Panacea Natural account?
Your account brings together Order History, your Address Book, Reward Points, Refer a Friend, and Support. Save addresses for future orders, follow a shipment, or pick up a conversation with our team.
How do reward points work?
Sign in when you shop so eligible activity can be connected to your account. Available points can be used for a discount on a qualifying purchase: 100 points are worth $10. Your Reward Points page shows your balance and activity, and the rewards guide explains ways to earn.
How do I use my points, and do they expire?
Sign in before checkout and use the available rewards option to apply points to your order. Review the discount in your total before paying. Points can expire; your Reward Points page shows the next expiration and the points affected, so you can plan ahead.
How does Refer a Friend work?
Open Refer a Friend in your account to get your personal code and share it with someone new to Panacea Natural. They currently receive 25% off eligible items on their first order. Once their qualifying order is paid and shipped or completed, you receive 200 reward points, worth $20, for a future purchase. You cannot refer yourself. See the current program details for eligibility and terms.
Why are my referral points still pending?
A referral reward waits until your friend’s qualifying order is paid and shipped or completed. You can follow its progress in Refer a Friend. Canceled or refunded orders do not qualify, and a reward already issued for one may be reversed.
I forgot my password. How do I get back in?
Select Forgot password and enter the email address you use for your account. Check your inbox and spam folder for the reset message. If you still cannot sign in, contact our team. Please never send us your password or full card details.
How is my personal information used?
We use the information needed to manage your account, process orders, arrange delivery, and help with support. Services that handle payments, delivery, and other store functions may receive the information needed for their work. Our Privacy Policy explains this in more detail, including your choices.
04 · Products & lab reports
Know what you’re choosing.
Clear product details and a place to look up your batch.
What is kratom?
Kratom is the common name for Mitragyna speciosa, a tree native to Southeast Asia. Products made from its leaves vary in ingredients and concentration. Our product pages describe each item so you can compare the format, package size, and label information.
Are capsules, powders, and extracts interchangeable?
No. Formats, ingredients, and concentrations can differ, even when products share a similar name. Compare the individual product labels and published lab reports, and do not assume that one capsule, tablet, or serving is equivalent to another product. Our team can help you locate the relevant product information.
Where can I find a lab report for my product?
Visit our Lab Report Library and search for the lot or batch number on your package. Published reports may also be linked on the product page. Match the report to your specific lot; if you cannot find it, send us the product name and lot number so we can help.
What does a lab report tell me?
A certificate of analysis, or COA, records the results for a tested sample. Check the product and lot identification, test date, and the results listed in that report. It describes the tests performed; it does not guarantee that a product is risk-free or suitable for a particular person or medical condition.
Can you recommend a product or serving for a health condition?
Our team can explain labels and help you find product information, but cannot give medical advice or choose a serving for a health condition. Kratom is not FDA-approved to treat disease and can cause serious adverse effects, dependence, and withdrawal. Talk with a qualified healthcare professional about your health and medicines before considering use, and read the FDA’s kratom information.
Real people. Here to help.
Still have a question?
Tell us what you need. For help with a purchase, include your order number so we can get to the details a little faster.