What if there is a problem with my order?
If there is a problem with your order, contact us immediately. We will make every effort, within the boundaries of our return and exchange policy, to assist you in correcting any problem(s) with your order(s).
“No Hassle” Return Policy:
We want you to be completely satisfied with your purchase(s) from Hawai’i Island Gourmet Products. If you are not satisfied with any product, you may exchange it for another product of equal or lesser value within 30 days from the shipping date.
Exceptions to the Rules:
We handle every instance on a case by case basis with the utmost consideration for your inconvenience. We also work closely with our parcel carrier the United States Postal Service in resolving and reconciling any shipping issues. Our representatives will work with you to ensure your complete satisfaction as dictated by our return and exchange policy.
In the event you do not receive your order:
Contact us immediately and we will contact the United States Postal Service to locate and to confirm the delivery of your order. All orders include delivery confirmation at no additional cost. In the event the order was confirmed delivered by the United States Postal Service, Hawai’i Island Gourmet Products cannot be held responsible for the missing order. We can only suggest that with future orders you consider the optional insurance coverage. If you chose to insure your order, at an additional cost, we will assist you in filing a claim with the United States Postal Service to cover the replacement cost of your order.
How to make a return:
If for any reason at all you are dissatisfied with any of our products please mail or fax a copy of your invoice which arrived with your order within 30 days from the shipping date indicated on the invoice. Please specify which item(s) you would like replaced or substituted for item(s) of equal or lesser value along with a brief explanation of your dissatisfaction. This feedback will allow us to prevent future similar occurrences. Also, include your preferred method of contact either by telephone or email. Before your replacement order is shipped we will contact you to confirm the replacement order which we will ship to you at no additional cost. All replacement orders must be shipped to the original shipping address indicated on the returned invoice. If you are unable to locate your invoice contact us immediately for further assistance.
I received my order melted and/or crushed:
Please review our waiver policies below regarding heat and crush damage. If you chose to insure your order we will assist you in filing a claim with the United States Postal Service for the crush damage only. The United States Postal Service is unable to insure against heat damage. Contact us immediately for further assistance.
A Heat Waiver is an understanding that Hawai’i Island Gourmet Products cannot be held responsible for any heat damage that may occur during shipping. As with all fine chocolates, Hawai’i Island Gourmet Products chocolates are heat sensitive. We take every effort in packing your order of chocolates to prevent heat damage from occurring during the shipping process. Unfortunately, no parcel carrier is able to insure against heat damage.
A Crush Waiver is an understanding that Hawai’i Island Gourmet Products cannot be held responsible for any crush damage that may occur during shipping. Our chip, cookie and chocolate products are sensitive to weight and pressure. Great care is taken in the packing of your order to protect it during the shipping process. We can offer you the option of insuring your order with the United States Postal Service to cover the replacement cost of your order.
Your acknowledgement and acceptance of this return and exchange policy is required in order to proceed with the processing of your order.