Shipping Policy

Thank you for choosing Puakenikeni Designs! We are committed to providing you with a seamless and satisfactory shopping experience. This Shipping Policy outlines important information regarding the shipment of your orders. Please read this policy carefully before placing an order with us.

1. Order Processing:
1.1 Order Confirmation: Once you place an order on our website, you will receive an order confirmation email containing the details of your purchase. This email serves as confirmation that we have received your order.
1.2 Order Processing Time: We strive to process and ship orders as quickly as possible. Please allow 1-2 business days for order processing, where business days exclude weekends and public holidays.
1.3 Order Changes: If you need to make changes to your order, such as modifying the shipping address or adding/removing items, please contact our customer support team within 24 hours of placing your order. We will do our best to accommodate your request, but changes cannot be guaranteed once the order has been processed.

2. Shipping Methods and Delivery:
2.1 Shipping Methods: We offer various shipping methods to ensure flexibility and convenience. The available options will be displayed during the checkout process. Please note that some shipping methods may not be available for certain products or destinations.
2.2 Delivery Time: The estimated delivery time will depend on the shipping method selected, the destination, and the availability of the product. Please refer to the estimated delivery timeframe provided during checkout. Please note that this is an estimate and actual delivery times may vary due to unforeseen circumstances, such as weather conditions or customs delays.
2.3 Tracking Information: Once your order has been shipped, we will provide you with a tracking number via email. You can use this tracking number to monitor the progress of your shipment on the carrier's website.
2.4 Delivery Attempts: Our shipping partners will make multiple delivery attempts if you are unavailable to receive the package. If delivery is unsuccessful after the specified attempts, the package may be returned to us, and additional shipping charges may apply for reshipment.

3. Shipping Costs:
3.1 Shipping Fees: Shipping fees will be calculated based on the total weight of your order, the shipping destination, and the selected shipping method. The applicable shipping charges will be displayed during the checkout process.
3.2 Taxes and Duties: Please note that any applicable taxes, customs duties, or other fees imposed by the destination country are the responsibility of the customer. These charges are beyond our control and may vary depending on the local customs regulations. We recommend contacting your local customs office for further information.

4. Shipping Restrictions:
4.1 P.O. Box Addresses: We will ship to P.O. Box addresses via USPS. Please provide a valid address for delivery. Double check that the zip code is accurate for your P.O. Box.

5. Lost or Damaged Shipments and Shipping Protection:

5.1 Shipping Protection: When you add on Shipping Protection to your order, you protect your package from loss, damage, and/or theft while in transit and upon delivery. If you do not purchase Shipping Protection, we will not replace your order should you experience any loss, damage, and/or theft of your package in transit and upon delivery.

5.1 Lost Shipments: If you have purchased Shipping Protection and in the rare event that your shipment is lost in transit, please contact our customer support team, and we will initiate an investigation with the shipping carrier. We will work with you to resolve the issue and ensure your satisfaction.

5.2 Damaged Shipments: If you have purchased Shipping Protection and your order arrives damaged, please notify us within 48 hours of delivery. To assist us in resolving the issue, please provide photographs of the damaged packaging and products. We will work diligently to resolve the matter and provide you with a suitable solution.

 

6. Order Pick-Ups:
6.1 Selecting Pick-Up: If you would like to pick-up your order in-person, select "Pick Up" and your pick-up location prior to checking out.

6.2 Scheduling a Pick-Up Appointment: You can expect to receive multiple emails after placing your pick-up order: 1 - Order Confirmation Email, 2 - Order Ready for Pick-Up Email. In both of these emails, there will be a link for you to schedule your order pick-up. Please select your desired date and time for pick-up and fill out the required information. After scheduling your appointment, you will receive an email confirmation with information about the pick-up location as well as instructions.

6.3 Pick-Up Order Deadline: All orders must be picked-up within 3 weeks of the date in which you placed your order. Orders that have not been picked-up within this 3-week period will be canceled. A 15% restocking fee of your order total will be applied and the remaining balance will be issued back to you as a store credit to the Puakenikeni Designs Shop.

6.4 Change to Shipping: If you are unable to pick-up your order within 3 weeks and would like to have your order shipped instead, please email us at shop@puakenikenidesigns.com or call/text (808) 462-9732. Shortly after we are notified, you will receive an invoice for the additional cost of shipping. Please pay the invoice and send us your shipping address. Your order will be shipped and you will receive an email with the tracking information.

7. Returns and Exchanges:
7.1 Return Eligibility: We want you to be completely satisfied with your purchase. If you are not satisfied or if you received a defective or incorrect item, please contact our customer support team within 7 days of receiving your order to initiate a return or exchange.
7.2 Return Process: To initiate a return or exchange, please contact our customer support team with your order details and reason for return/exchange. Our team will provide you with further instructions, including the return address and any additional requirements.
7.3 Return Shipping: The customer is responsible for the cost of return shipping, unless the return is due to an error on our part (e.g., defective or incorrect item). We recommend using a trackable shipping method and retaining proof of postage for your records.
7.4 Refund or Exchange: Once we receive the returned item(s) in their original condition, we will process your refund or exchange. Refunds will be issued to the original payment method used for the purchase. Exchanges will be subject to product availability, and any price differences will be handled accordingly.
7.5 Non-Returnable Items: Certain items may not be eligible for return or exchange due to hygiene reasons, such as personal care products or intimate apparel. Please check the product description or contact our customer support team for clarification before making your purchase.

8. Customer Support:
8.1 Contact Information: If you have any questions, concerns, or need assistance with your order, our dedicated customer support team is here to help. You can reach us through shop@puakenikenidesigns.com. Our operating hours and response time may vary, but we strive to respond to all inquiries promptly.

9. Policy Updates:
9.1 Changes to the Shipping Policy: We reserve the right to update or modify this Shipping Policy at any time without prior notice. Any changes will be effective immediately upon posting on our website. We encourage you to review this policy periodically to stay informed about our shipping practices.

By placing an order with us, you acknowledge and agree to abide by the terms and conditions outlined in this Shipping Policy. If you have any concerns or require further clarification, please contact our customer support team before making your purchase.

Thank you for choosing Puakenikeni Designs. We appreciate your business and look forward to serving you!

Last updated: July 3, 2025