Frequently Asked Questions

Answers to the questions we get most by email, phone, and across the counter. If yours is not here, email sales@shopnaturallife.com or call or text 1-850-296-2480.

Ordering and shipping

How much does shipping cost?

Standard shipping is free on orders of $40 or more to the continental United States. Under $40, standard shipping is a flat $9.50. Expedited shipping (1 to 3 business days) is $28.99 on any order.

How fast will my order ship?

Most orders ship the same or next business day from one of our Florida stores. Orders placed before 1:00 PM Eastern on a business day usually go out that day. You get an email with a tracking number as soon as the label prints.

How long does delivery take?

Standard shipping usually arrives in 2 to 5 business days, depending on how far you are from Florida. Expedited orders arrive in 1 to 3 business days. Weekends and postal holidays do not count as business days.

Do you ship to Alaska, Hawaii, or outside the United States?

We ship to the lower 48 states, Washington DC, and Puerto Rico. We do not ship to Alaska, Hawaii, Canada, Mexico, or anywhere else outside the United States at this time.

Can I change or cancel my order after placing it?

Once an order enters our shipping queue we cannot change it, and orders move fast. Email sales@shopnaturallife.com or call or text 1-850-296-2480 right away with your order number and we will try to catch it before it ships.

Can I upgrade to faster shipping after I order?

Not inside the original order, since the label prints from the option you chose at checkout. Contact us right away with your order number. If it has not shipped, we can cancel and re-place it with expedited shipping, or quote you the difference.

My tracking number has not updated. What should I do?

USPS tracking can take a full day to show the first scan after we hand off the package. If it has been more than 3 business days with no movement, email us with your order number and we will look into it.

Tracking says delivered, but I do not have my package.

Check with household members, neighbors, and your mailroom, and give it until the next business day. Carriers sometimes scan a package as delivered before it reaches your door. If it still has not turned up, email us with your order number and we will open a trace and make it right.

What payment methods do you accept?

Major credit and debit cards, processed securely through Authorize.Net. We do not accept PayPal, cryptocurrency, checks, or cash on delivery for online orders. Our stores take cards and cash.

My bank shows a charge, but my order failed. What happened?

When a checkout fails, your bank may still show a temporary authorization hold. We never collect money on a failed order, and the hold drops off on its own, usually within 3 to 5 business days. If you see a completed charge and no order confirmation email, send us the date and amount and we will track it down.

An item I want is out of stock. When will it be back?

Most restocks land within one to two weeks. Email us the product name and we can check the shelves at our stores or suggest the closest match. For kratom, that is usually the same color family in a different vein.

Returns and refunds

What is your return policy?

New, unopened products can be returned within 30 days of the order date or 10 days of delivery, whichever gives you more time. Damaged or defective items are covered the same way. You choose a refund, store credit, or a replacement. Full details are on our shipping and returns page.

How do I start a return?

Email sales@shopnaturallife.com or text 1-850-296-2480 with your order number and we will send a Return Merchandise Authorization (RMA) form. Pack the product, the original packing slip, and the completed RMA form in the box. If the item arrived damaged, include a photo in your email and you may not need to ship it back.

Can I return a product I opened?

For safety reasons we cannot take back opened consumable products. If something is wrong with what you received, email us anyway. We would rather make it right than argue about a seal.

How long does a refund take?

Refunds go back to the original card and usually post within 5 to 10 business days after we process the return. Store credit is issued the same day.

Stores and in-store pickup

Where are your stores?

Four Florida locations: two in Tallahassee (Capital Circle NE and Bannerman Road), one in Jacksonville on Kernan Boulevard near UNF, and one in Atlantic Beach. Addresses, hours, and phone numbers are on the store locator.

Can I order online and pick up in store?

Yes, at all four Florida stores. Choose the Next Day Pickup option for your store at checkout. Pickup is free, and we email you when the order is ready, normally the next business day. Bring a photo ID showing you are 21 or older.

What are your store hours?

Hours vary by store and change on holidays, so check the store locator for the current schedule at each location.

Can I call a store to check if something is in stock?

Yes. Each store answers its own phone during business hours and can check the shelf for you before you drive over. Phone numbers are on the store locator.

Do the stores carry the same products as the website?

Mostly. The stores carry a wider selection of local and small-batch items, and the kratom counter in each Florida store sells powder and capsules by the gram. If you saw it online, the store can usually order it for you.

Do I need an ID to shop in the store?

Yes. Every customer must be 21 or older and show a valid government photo ID, every visit, no exceptions. That applies to CBD as much as kratom.

Which Tallahassee store is closest to me?

Capital Circle NE serves the east side and the Interstate 10 corridor. Bannerman Road serves Killearn and the north side. Both carry the full kratom counter, and you can check stock by phone before you drive.

Which store is closest to UNF or the beaches?

The Jacksonville store on Kernan Boulevard is a few minutes from UNF and the St. Johns Town Center. The Atlantic Beach store on Atlantic Boulevard covers the beaches, Mayport, and Neptune Beach.

Can I call ahead and have something held?

Yes. Call the store, and they will set the item aside for you to pick up the same day. If you would rather pay first, place the order online and choose Next Day Pickup for that store.

Can I return an online order at a store?

Yes. Bring the unopened product and your order confirmation email to any Florida store within the return window, and the staff will process the return or start it with our online team for you.

Can the staff help me choose a product?

Yes, and that is the best reason to visit. Staff can explain formats, strains, strengths, and lab results, and will tell you when a smaller size or a cheaper option makes more sense. They cannot give medical advice, so bring questions about medications or health conditions to your doctor.

Can I see lab results in the store?

Yes. Scan the QR code on the package, or ask the staff to pull up the certificate of analysis on the lab results page for any product on the shelf.

Do the stores carry THC products?

Yes. Every store carries hemp-derived THC products, including gummies and flower, for customers 21 and older. Selection varies by store, so call ahead if you are after something specific.

Is parking free?

Yes. Every store sits in a shopping plaza with free parking right out front.

What about holiday hours?

Holiday hours are posted on each store’s Google listing and on the store locator the week before. When in doubt, call the store.

Do you offer a student or military discount?

Yes. Students and military, active or retired, get 10% off in our stores. Show a valid school or military ID at the register.

Can I bring my dog?

Yes. Leashed dogs are welcome in all of our stores.

Do the stores have a loyalty program?

Yes. Every store runs a points program at the register, and the staff can sign you up in a minute. Right now store points and website points are separate programs, so they do not combine.

Kratom

What is kratom?

Kratom (Mitragyna speciosa) is a tree in the coffee family native to Southeast Asia. Its leaves are dried and ground into powder, which is also sold in capsules and tablets. Our kratom guide covers the basics.

Which strain should I start with?

Start with the color family. Green, red, and white refer to the leaf vein and how the leaf is dried, and each family has its own character. Green Maeng Da is our most-requested first strain. The strain guide compares every strain we carry, and our staff can walk you through the options in person.

Powder, capsules, or tablets?

Powder costs the least per gram and lets you measure your own. Capsules are pre-measured with nothing to taste. Tablets are the most portable. It is the same lab-tested leaf either way.

Do you sell kratom by the gram?

Yes. Kratom powder and kratom capsules are sold by the gram online and at every Florida store, in more than 90 strains, starting at $0.43 per gram.

Is there a serving size?

Every package lists a serving size, and everyone is different, so many people start below it. We cannot give medical advice. If you take medication or have a health condition, talk to your doctor first.

How should I store kratom?

Sealed, cool, dry, and out of direct light. Kept that way, powder holds up for a year or more. Our house bags are CO2-flushed and resealable for exactly this reason.

Do you sell 7-OH products?

No. Florida placed 7-hydroxymitragynine (7-OH) on Schedule I in 2025 and added MGM-15, MGM-16, and mitragynine pseudoindoxyl in June 2026. We removed every affected product from our stores and website and sell only plain leaf kratom products that comply with Florida law.

Is kratom legal where I live?

Kratom is legal in most of the United States, but it is banned in Alabama, Arkansas, Indiana, Vermont, and Wisconsin, plus a handful of counties and cities. We cannot ship kratom to those places. Laws change, so check your local rules before ordering. Our terms and conditions list the restrictions we follow.

CBD, THC, and kava

What is the difference between your CBD and THC products?

CBD products are made from hemp and contain little to no THC. THC products are also hemp-derived and stay within the federal limit of 0.3% delta-9 THC by dry weight, but they are intoxicating. Both are for adults 21 and older.

Will CBD show up on a drug test?

It can. Full-spectrum CBD contains trace THC, and regular use can build up enough to trigger a test. Broad-spectrum and isolate products are made without THC, but no product can guarantee a negative result. If you are tested for work, ask us and we will point you to the isolate options.

What is kava?

Kava (Piper methysticum) is a pepper-family plant from the South Pacific, where islanders have prepared its root as a social drink for generations. We carry kava in several formats, including traditional root powder.

Not sure what to try?

Take our two-minute wellness questionnaire and we will send product suggestions based on your answers, or stop into a store and ask. Honest recommendations are the whole point, even when that means buying less.

Lab testing

Are your products lab tested?

Yes. Every Natural Life batch is tested by an independent third-party lab, and the certificates of analysis are posted on our lab results page. Many packages also carry a QR code that links straight to the report.

How do I read a certificate of analysis?

Match the product name and lot number on your package to the report. The top section shows what is in the product (mitragynine for kratom, cannabinoids for hemp). The lower sections show contaminant screens with a pass or fail for each. If anything is unclear, email us the lot number and we will explain it.

I cannot find the report for my product. Can you send it?

Yes. Email sales@shopnaturallife.com with the product name and lot number from the package and we will send the certificate.

How old do I have to be to order?

21 or older, online and in every store. We check ID at pickup and at the register.

Why does the website ask my age?

Florida requires age verification for the products we sell. The age gate appears once per visit and does not store anything about you.

Are these products FDA approved?

No. Kratom, CBD, kava, and kanna are sold as botanical products and have not been evaluated by the FDA. Nothing on this site is medical advice, and our products are not intended to diagnose, treat, cure, or prevent any disease.

Autoship and rewards

How does Autoship work?

Pick your products, choose a delivery every 15, 30, 45, 60, or 90 days, and we ship on schedule. Your card is charged 1 to 2 days before each shipment. No contracts. The full Autoship FAQ has the details.

How do I pause or cancel Autoship?

Sign in to your account, open your subscription, and skip, pause, swap products, or cancel from there. If you get stuck, email us and we will do it for you the same business day. A canceled subscription stops before the next charge.

Do you have a rewards program?

Yes. You earn 2 points for every $1 you spend, and 500 points can be turned into a $5 coupon at checkout. Points are tracked by email address, so guest checkouts earn too. Sign in to your account to see your balance. In-store purchases earn points on a separate store program, and the two do not combine yet.

Wholesale and contact

Do you sell wholesale?

Yes. Resellers get wholesale pricing, same or next day shipping, and a private ordering portal. Apply on the wholesale page.

How do I reach a real person?

Email sales@shopnaturallife.com, call or text 1-850-296-2480, or use the contact form. We answer Monday through Friday and usually the same business day.