Quick answer: contact support with your order number and documentation. Damaged, incorrect, missing, or unopened items are reviewed case by case under product-safety and fulfillment rules.
Refund and return decisions need to account for product safety, fulfillment records, carrier handling, and whether the item is opened or unopened. This page explains how Phoria reviews common order issues.
If you have an order issue, contact support promptly and keep all packaging until the case is resolved.
Important: Phoria Kratom products are intended only for adults 21+. These products have not been evaluated by the FDA and are not intended to diagnose, treat, cure, or prevent any disease. Kratom may cause side effects, dependence, withdrawal, or interactions with medications, alcohol, and other substances. Do not use if pregnant or nursing, and check local law before ordering.
How To Request Review
Open a refund review by contacting support with your order number, account email, product name, and issue summary. For damage or incorrect items, include clear photos of the package, label, packing materials, and products.
Do not discard packaging until support confirms it is no longer needed.
Common Eligible Issues
Support commonly reviews damaged shipments, missing items, incorrect items, duplicate issues, unopened products, and carrier-related problems.
Consumable products create safety limits. Opened products are generally not eligible unless the issue is tied to shipping damage, fulfillment error, or another support-confirmed case.
Documentation To Provide
Clear photos are often the difference between a fast review and a delayed one. Include the shipping box, label, packing materials, product label, seal condition, and visible damage.
For missing items, include a photo of everything that arrived in the package.
Refund Timing
If a refund is approved, processor and bank timing can vary. Support can confirm when a refund is submitted, but your bank controls final posting time.
Policy Resources
These pages work together to explain adult-use requirements, checkout rules, privacy practices, refunds, and product disclaimers.
Terms
Adult-use requirements, site rules, order review, and compliance expectations.
Privacy
How order, account, support, and site information is used to operate the store.
Refunds
How damaged, incorrect, missing, unopened, and eligible order issues are reviewed.
Disclaimer
Important FDA, health, legality, and responsible adult-use disclaimers.
FAQs
How do I request a refund review?
Contact support with your order number, account email, product name, and photos if the issue involves damaged, missing, incorrect, or defective items.
Are opened products refundable?
Opened consumable products generally are not refundable unless support confirms an eligible issue such as fulfillment error or shipping damage.
How long do refunds take?
Timing depends on review, approval, payment processor timelines, and bank processing. Support can confirm status after a review is opened.
Can shipping costs be refunded?
Shipping cost review depends on the specific case, such as carrier damage, fulfillment error, returned package status, and order eligibility.