Shipping and returns

Only to EU countries where kratom is legal. The list at checkout is the definitive one and can change when legislation changes. We currently do not ship to France, Italy, Poland, Sweden, Denmark, Finland, Ireland, Romania, Lithuania, Latvia, the Czech Republic or Slovakia, and we do not ship outside the EU. If your country is not selectable, we cannot make an exception.

Orders paid before 14:00 CET on a business day ship the same day. Bank transfers are matched manually and normally show as paid within one business day of arriving. Cryptocurrency orders ship after one network confirmation. You receive an email when the parcel leaves, with the tracking number.

Netherlands: PostNL Standard 1-2 business days, free above the threshold shown at checkout, otherwise a flat fee. PostNL Next Day is available for a surcharge.

Germany, Belgium, Austria, Luxembourg: DHL Parcel 2-4 business days, free above the threshold shown at checkout. DHL Express 1-2 business days for a surcharge.

Rest of the EU: DPD Classic 4-7 business days, free above the threshold shown at checkout. DHL Express 2-3 business days for a surcharge.

Delivery times are estimates given by the carriers and are not guaranteed. Multi-kilo orders may ship in more than one box.

Each kilogram is heat-sealed in a food-grade transparent pouch with the strain, vein and batch number on a label. Standard and Limitless grades use the same pouch. Pouches go into a plain brown box with our return address and nothing else.

You may withdraw from your purchase within 14 days of delivery without giving a reason. Email info@prozyum.com with your order number, then send the goods back within 14 days. Return shipping is at your cost; we recommend a tracked service.

Only unopened pouches can be returned. Because kratom is a sealed botanical product, a pouch whose seal has been broken is excluded from the right of withdrawal for hygiene reasons (Article 16(e) of the Consumer Rights Directive). Please do not open a bag you may want to return.

Refunds are issued within 14 days of the goods arriving back with us, to the payment method you used.

Tell us within 7 days of delivery at info@prozyum.com with photos of the box, the pouch and the batch label. We send a replacement or refund at our cost, and we may ask you to return the item with a prepaid label.

If tracking shows no movement for 5 business days after dispatch, contact us. We open an investigation with the carrier and, if the parcel is confirmed lost, resend or refund. We do not resend to an address that tracking shows as delivered.