FAQ & Shipping
SHIPPING & DELIVERY
Q: When can I expect my order to be delivered?
A: Please allow 2-3 days of processing time, and an additional 12-20 days for arrival to your address. Additional time may be needed for international orders.
- Q. Has my order shipped? How can I track my order?
- A. You will receive a shipping confirmation email that is automatically generated when your package leaves our warehouse.
Q. Will I be charged for an item on my order that did not ship?
A. If an item that you ordered is not listed on the invoice that comes in your delivery, then this item has gone out of stock. We will only charge you for what we ship to you, so please allow 3-5 business days for your new total to reflect in your bank account. We will notify you via email regarding the out of stock item. We do not have a back order program, so if you see that this item has become available again, please place a new order online.
Q. My order never arrived, what do I do?
A. Please email email@example.com to initiate an investigation.
Q. Do you ship internationally?
ORDERING & BILLING
Q.Can I use two promo codes or offers at once?
A. Only one offer may be redeemed at a time. No two promo codes or offers may be combined at any time.
Q. I ordered the wrong product, can I adjust my order?
A. Please contact firstname.lastname@example.org to initiate an order adjustment. Please note: if the order has already began processing, we are unable to make order adjustments.
Q. Why do I see multiple charges on my credit card for one order?
A. Upon submitting your order, you will see one pending authorization for each attempt made to place your order. If you did not receive an order number at order completion, then you may have entered the incorrect billing address. We recommend contacting your bank to verify the billing address on your account before trying your order again. If you see multiple pending authorizations, it could be that you entered your billing information incorrectly and tried multiple times. These pending authorizations will be removed from your bank account within 3-5 business days.
Q. What is a pending authorization?
A. Pending authorizations are temporary holds on your credit line that guarantees available funds for the purchase costs. An authorization is not a charge to your account. The authorization is removed once the transaction is complete. Although pending authorizations usually last for 3 - 5 business days, the duration of these authorizations can vary. Please contact your bank for their policy regarding authorization holds.
Q. I am trying to place an order with a pre-paid gift card, why won’t my order go through?
A. When using prepaid gift cards, please contact the credit card company to register and associate your address with the card before using it to order.
Q. I am using a promo code, so why are some of the items in my order not discounted?
A. Promo codes may not be combined and may not apply on already discounted items. We only support promotional codes that were issued through AlohaKaiSwim.com and not through a third-party site. Other exclusions may apply.
RETURNS & REPLACEMENTS
Q. Can I exchange or return an item?
A. You may return your unused product with tags attached for a full refund within 30 days of the purchase date. We do not accept returns or replacements from items purchased from third party retailers.
- We do not offer direct exchanges, so if you wish to exchange product you will need to return the undesired product for a full refund and place a new order for your replacement for online purchases only.
- *Please note that orders placed with the Buy one Get one Promotion will be ineligible for a return.
Q. Can I return an item that I purchased at a third party retailer?
A. Sorry, but we only accept returns on product that was purchased through AlohaKaiSwim.com
Q. I received a damaged or defective item?
A. Please contact customer service as it is within 90 days from purchase at email@example.com and we will look into the issue.
Q. How do I return an item?
A. Please email firstname.lastname@example.org or use our contact form to contact a representative to initiate a return.
PRIVACY & SECURITY
Q. Is your site secure?
A. Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the bottom status bar on secure pages.