Refunds Returns
Pacific Island Woodcraft (“we” and “us”) is the operator of (https://pacificislandwoodcraft.com) (“Website”). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
Our refund and returns policy lasts 15 days. If 15 days have passed since your purchase, we can’t offer you a full refund or exchange.
1. GENERAL
Subject to stock availability. We try to maintain accurate stock counts on our website but there may be a discrepancy and we will not be able to fulfill all your items at time of purchase. Many of our products are customizable, we do not keep stock of every variation and need to be manufactured to meet the ordered item. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking, manufacturing of the item or if you would prefer for us to process a refund.
2. SHIPPING COSTS
Shipping cost estimates are calculated during checkout based on weight, dimensions, and destination of the items in the order. Payment for shipping will be collected with the purchase. On occasion there may be a discrepancy on the online quote and the actual shipping price calculated upon packaging and preparing to ship. In the event of a discrepancy of more than $5.00, the customer will be contacted for approval for additional shipment costs. Upon packaging and calculation of shipping charges, this will be the final price for shipping cost to the customer.
IT IS HIGHLY RECOMMENDED YOU TAKE THE OPTION AND OBTAIN SHIPPING INSURANCE.
3. RETURNS
3.1 RETURN DUE TO CHANGE OF MIND
Pacific Island Woodcraft will happily accept returns due to change of mind as long as a request to return is received by us within 15 days of receipt of item and are returned to us in original packaging, unused and in sell-able condition and with Prior Return Authorization from the Pacific Island Woodcraft.
Return shipping will be paid at the customers expense and will be required to arrange their own shipping. It must also be returned in the original packaging.
Several types of goods are exempt from being returned. Any product commissioned by the customer, products with custom engraving or carvings, e.g. a customer’s name and Sale or Non-reproduced Products. Personalization make it nearly impossible for any reuse or resale.
There are certain situations where only partial refunds are granted:
- Signs of use,
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error,
- Any item that is returned more than 15 days after delivery.
Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email.
Pacific Island Woodcraft will refund the value of the goods returned but will NOT refund the value of any shipping costs paid.
3.2 GIFT RETURNS
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the original purchaser.
3.3 WARRANTY RETURNS
Pacific Island Woodcraft will happily honor any valid warranty claims, provided a claim is submitted within 90 days of receipt of items.
Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim.
Upon return receipt of items for warranty claim, you can expect Pacific Island Woodcraft to process your warranty claim within 5 days.
Once warranty claim is confirmed, you will receive the choice of:
- (a) refund to your payment method,
- (b) a refund in store credit,
- (c) a replacement item sent to you.
4. DELIVERY TERMS
4.1 TRANSIT TIMES DOMESTICALLY
In general, domestic shipments are in transit for 5 – 7 days but also depend on your choice of shipment. USPS Ground Advantage is by far the longest in transit times which in some cases can take week(s) from Hawaii to the Mainland dependent upon size of items shipped.
4.2 TRANSIT TIME INTERNATIONALLY
Generally, orders shipped internationally are in transit for 7 – 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.
4.3 DISPATCH TIME
Orders are usually dispatched within 3 – 5 business days of payment of order depending on size of order. Some processes of manufacturing the item take more time to complete. Oil based products we use take more time to dry.
We operate on Monday – Friday during standard business hours, except on national holidays at which time we will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.4 CHANGE IN DELIVERY ADDRESS
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
4.5 P.O. BOX SHIPPING & MILITARY ADDRESS SHIPPING
USPS shipping is the only service available to ship to P.O. Box addresses and to military posts.
4.6 COMPLETE ORDER SHIPPING
We will dispatch the order once all items are complete. We do not split the order and send items at different times.
4.7 DELIVERY TIME EXCEEDED
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
5. TRACKING NOTIFICATIONS
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6. PARCELS DAMAGED IN TRANSIT
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and contact us as soon as possible. If the parcel has been delivered without you being present, please contact us with the next steps.
7. DUTIES & TAXES
7.1 SALES TAX
Sales tax has already been applied to the price of the goods as displayed on the website.
7.2 IMPORT DUTIES & TAXES
Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and Pacific Island Woodcraft encourage you to be aware of these potential costs before placing an order with us.
If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to Pacific Island Woodcraft at the customers expense, and the customer will receive a refund for the value of goods paid (IF Under or Returns Policy It Meets The Criteria), minus the cost of the return shipping. The cost of the initial shipping will not be refunded.
8. CANCELLATIONS
If you change your mind before you have received your order and prior to any custom manufacturing process has begun, we will accept cancellations before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
9. INSURANCE
When Opted, Parcels are insured for loss and damage up to the value as stated by the courier.
9.1 PROCESS FOR PARCEL DAMAGED IN-TRANSIT
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
9.2 PROCESS FOR PARCEL LOST IN-TRANSIT
We will process a refund or replacement as soon as the courier has investigated and deemed the parcel lost.
10. CUSTOMER SERVICE
For all customer service inquiries, please submit an inquiry at https://pacificislandwoodcraft.com/contact/ or contact us by email using the email address that sent you your order confirmation.
Pacific Island Woodcraft reserves the right to update the Refund & Returns Policy at any time and without notice. Changes will be posted on this page and take effect immediately upon publication.
11. INTELLECTUAL PROPERTY
The sale or purchase of any product from Pacific Island Woodcraft does not transfer, assign, or otherwise relinquish our copyright or intellectual property rights. No part of our product designs, or related intellectual property may be copied, reproduced, distributed, modified, or used for derivative works without our prior written consent.
Unauthorized use, reproduction, or distribution of our intellectual property is strictly prohibited and may result in legal action, including but not limited to claims for damages, injunctive relief, and recovery of legal costs.