Refunds & order issues
Damaged packages
If your order arrives damaged, contact support@kratosorder.com within 48 hours of delivery. Include your order number, a description of the damage, and clear photographs of the outer packaging, shipping label, and affected items. Please retain the packaging until our team has reviewed the claim. We will review the information and, where appropriate, offer a replacement or refund in accordance with applicable law.
Incorrect items
If you receive the wrong product or strength, email support@kratosorder.com within 7 calendar days of delivery. Include your order number and photographs of the item and label. Do not use or discard the item before contacting us. Once verified, KRATOS ORDER will arrange an appropriate correction, such as sending the correct item or issuing a refund, at no additional cost to you. If a return is required because of our error, KRATOS ORDER will cover the return shipping cost.
Lost shipments
If tracking has not updated for several business days or your package appears lost in transit, contact orders@kratosorder.com with your order number. We will review the tracking history and work with the carrier to investigate. If a shipment is confirmed lost, we will determine an appropriate replacement or refund, consistent with applicable law. If tracking shows delivered but you cannot locate the package, please first check the delivery location and contact us promptly so we can investigate.
Eligibility windows
Report shipping damage within 48 hours and incorrect items within 7 calendar days after delivery. Report suspected missing or lost shipments as soon as reasonably possible. These timeframes help us investigate quickly and do not limit any rights or remedies that cannot legally be waived.
Returns / change of mind
Due to product integrity and handling considerations, KRATOS ORDER does not accept change-of-mind returns once an order has shipped. This does not affect remedies for products that arrive damaged, incorrect, defective, or otherwise covered by applicable law.
Refund processing
When a refund is approved, KRATOS ORDER will initiate it to the original payment method within 5 business days. The time it takes to appear in your account depends on your bank or payment provider.
How to contact support
Email support@kratosorder.com with your order number, product name and strength, a description of the issue, and photographs when relevant. For tracking and shipment questions, email orders@kratosorder.com.