Shipping policy
Free shipping on US orders over $125.
Heavy, bulky and flammable products don't qualify for free shipping. If one of those ends up in your cart at no charge, we'll contact you with the actual shipping cost before we process the order — we won't charge you anything without telling you first.
Carriers
We ship via USPS and UPS. Transit times vary by destination and carrier.
Tracking says delivered but the package isn't here
- Check with everyone at the delivery address and look around the property.
- Contact your local post office or UPS with the tracking number. If it's still missing three business days after the delivery scan, ask them to open a lost-package case and get a case number.
- Email orders@paradisecityhawaii.com with your order number and the carrier case number, and keep us posted. We'll help push the investigation along.
Damaged shipments
Email orders@paradisecityhawaii.com within 48 hours of delivery with your order number and photos of the box and the product. Keep the original packaging — the carrier may need to inspect it before the claim is settled.
Carrier liability
Once a package has been picked up and accepted by the carrier, we're not able to control what happens to it in transit. We'll do everything we can to help you track it down or file a claim.
Questions
Call or text (808) 312-4895, or email orders@paradisecityhawaii.com. Monday–Friday, 9:00 am – 4:00 pm HST.