WHAT METHODS OF PAYMENTS ARE ACCEPTED?

WE ACCEPT PAYMENTS BY CREDIT AND DEBIT CARD (VISA, MASTERCARD, AMERICAN EXPRESS, AND DISCOVER), AMAZON PAY, APPLE PAY, AND HAKAI CULTURE ISSUED GIFT CARDS/STORE CREDITS. WE DO NOT ACCEPT PRE-PAID CARDS.

HOW LONG WILL IT TAKE MY ORDER TO BE SHIPPED?

ALL ORDERS ARE PROCESSED AND SHIPPED WITHIN 3-4 BUSINESS DAYS UNLESS THE SPECIFIC PRODUCT DESCRIPTION STATES OTHERWISE. THE CUSTOMER IS EMAILED A TRACKING NUMBER WHEN THE ORDER SHIPS. DOMESTIC ORDERS TYPICALLY ARRIVE WITHIN 8-17 BUSINESS DAYS AFTER THE ORDER HAS SHIPPED, EXCLUDING SUNDAYS, FEDERAL HOLIDAYS, AND UNANTICIPATED SHIPPING DELAYS. TIMELINES FOR ARRIVAL DEPEND ON DOMESTIC LOCATION. DELIVERY DELAYS ARE NOT COMMON BUT CAN OCCUR AND ARE NOT CONTROLLED BY HAKAI CULTURE. PLEASE NOTE, SOME DOMESTIC ORDERS OVER $100.00 MAY REQUIRE A SIGNATURE FOR DELIVERY. IF AN ATTEMPTED DELIVERY NOTICE IS LEFT BY THE SHIPPING COURIER, PLEASE FOLLOW UP FOR REDELIVERY OR PICKUP INSTRUCTIONS. HAKAI CULTURE CANNOT SCHEDULE REDELIVERY ATTEMPTS.

INTERNATIONAL DELIVERY CAN TAKE UP TO 5-21 DAYS AFTER IT IS SHIPPED. THESE TIMELINES DEPEND ON YOUR COUNTRY'S PROCESSING, CUSTOMS, AND DELIVERY PROTOCOLS.

WHAT SHIPPING COMPANY DO YOU USE, WHERE DO YOU SHIP TO, AND HOW CAN I TRACK MY ORDER?

DOMESTIC AND INTERNATIONAL ORDERS ARE SHIPPED VIA THE UNITED STATES POSTAL SERVICE (USPS), FEDERAL EXPRESS, OR DHL.  HAKAI SHIPS TO P.O. BOXES AND U.S. MILITARY BASES IN ADDITION TO RESIDENTIAL AND BUSINESS ADDRESSES.

PLEASE MAKE SURE THE ADDRESS IS ENTERED IN ENGLISH AND CORRECTLY FORMATTED TO AVOID RETURNS. TRACKING NUMBERS ARE EMAILED WHEN THE ORDER SHIPS. ONCE ITEMS ARE SHIPPED, CUSTOMERS MAY TRACK THE PACKAGE VIA THE SHIPPING CARRIER INDICATED IN THE SHIPPING NOTIFICATION EMAIL.

INTERNATIONAL SHIPMENTS MAY BE CHARGED ADDITIONAL CUSTOMS DUTIES AND TAXES NOT INCLUDED IN THE BASE SHIPPING COSTS. THESE FEES ARE DETERMINED BY THE RECEIVING COUNTRY BASED ON ITEM TYPE AND DECLARED VALUE.  HAKAI MAINTAINS NO CONTROL OVER ANY ADDITIONAL DUTIES AND FEES ASSESSED. THE CUSTOMER IS RESPONSIBLE FOR PAYMENT OF ANY CUSTOMS FEES.

MY ADDRESS IS WRONG. CAN I CHANGE MY ADDRESS?

OUR SELLER AND BUYER PROTECTION POLICIES DO NOT ALLOW FOR ADDRESS CHANGES. PLEASE DOUBLE-CHECK THE ADDRESS BEFORE COMPLETING THE ORDER AT CHECK OUT, MAKING SURE APT, UNIT, OR SUITE NUMBERS ARE INCLUDED. IF AN ADDRESS WAS ENTERED IN ERROR, PLEASE EMAIL SUPPORT@HAKAICULTURE.COM WITH THE ORDER NUMBER AND CANCELLATION REQUEST. WE WILL CANCEL THE ORDER ALLOWING CUSTOMERS TO REORDER AND INPUT THE CORRECTED INFORMATION. PLEASE NOTE, WE CANNOT CANCEL ORDERS ONCE THEY HAVE BEEN SHIPPED. 

 

HOW CAN I CANCEL MY ORDER?

ORDER CANCELLATION REQUESTS SHOULD BE MADE AS SOON AS POSSIBLE AS SOME ORDERS MAY SHIP THE SAME DAY.  WE ARE UNABLE TO CANCEL ORDERS WHICH HAVE BEEN SHIPPED AND ARE EN ROUTE TO THE CUSTOMER. 

I RECEIVED MY TRACKING NUMBER BUT IT’S NOT UPDATING, COULD YOU LOOK INTO IT?

TRACKING NUMBERS CAN TAKE UP TO 48 HOURS BEFORE UPDATING. IF AN UNUSUAL AMOUNT OF TIME PASSES BEFORE SHOWING AN UPDATE, PLEASE CONTACT SUPPORT@HAKAICULTURE.COM

MY PACKAGE SAYS ‘DELIVERED’ BUT I DO NOT HAVE IT, WHERE IS IT?

SHIPPING COURIERS SCAN PACKAGES "DELIVERED" AFTER THE MAIL CARRIER DELIVERS. IF YOU RECEIVED A "DELIVERED" STATUS BUT BELIEVE IT IS HAS NOT BEEN DELIVERED, PLEASE FOLLOW UP WITH THE LOCAL USPS POSTAL DELIVERY PERSONNEL OR POST OFFICE FOR FURTHER INFORMATION. WE ALSO SUGGEST FOLLOWING UP WITH PERSONS IN THE HOME, RESIDENTIAL COMPLEX, ETC. WHO MAY HAVE RETRIEVED THE ITEM ON YOUR BEHALF. 

I MADE A MISTAKE ON MY ORDER. CAN I CHANGE THE SIZE OR ADD ITEMS TO MY CURRENT ORDER?

UNFORTUNATELY, WE CANNOT MAKE SIZE CHANGES OR ADDITIONS TO EXISTING ORDERS. IF A SIZE CHANGE IS NEEDED, PLEASE CONTACT SUPPORT@HAKAICULTURE.COM WITH THE ORDER NUMBER AND REQUEST AN ORDER CANCELLATION. THE ORDER CAN BE CANCELED ALLOWING CUSTOMERS TO REORDER THE PREFERRED SIZE AND/OR ADD ADDITIONAL ITEMS. PLEASE NOTE, WE CANNOT CANCEL ORDERS ONCE THEY HAVE BEEN SHIPPED. 

DO YOU RESTOCK ITEMS ONCE SOLD OUT?

IN MOST CASES WE DO NOT, HOWEVER, THERE ARE SITUATIONS WHERE WE HAVE A LIMITED RESTOCK. ALL RELEASE AND RESTOCK INFORMATION IS SENT VIA OUR MAILING LIST AND SOCIAL MEDIA. WE SUGGEST SIGNING UP FOR THE MAILING LIST FOR PRODUCT RE-RELEASE UPDATES. SIGNING UP IS THE BEST WAY TO STAY CURRENT ON ALL PENDING RELEASES AND OTHER UPDATES.

DOES HAKAI CULTURE ACCEPT REFUNDS?

WE MAINTAIN A STRICT NO REFUND POLICY. REFUNDS ARE NOT ALLOWED UNLESS IT IS DUE TO A MERCHANDISE DEFECT. ALL CLAIMS MUST BE MADE WITHIN 5 DAYS OF DELIVERY. ANY CLAIMS OUTSIDE OF THIS TIMEFRAME WILL NOT BE ACCEPTED, NO EXCEPTIONS. PLEASE CONTACT SUPPORT@HAKAICULTURE.COM AND PROVIDE AN ORDER NUMBER AND A DETAILED EXPLANATION OF THE ISSUE. REFUND REQUESTS ARE HANDLED ON A CASE-BY-CASE BASIS. 

CAN I MAKE AN EXCHANGE/ITEM RETURN?

HAKAI CULTURE WILL GLADLY OFFER AN EXCHANGE/ITEM RETURN IN THE FORM OF STORE CREDIT, ONLY. YOU MAY KEEP THE ITEM.

HOW DO I CONTACT SOMEONE AT HAKAI CULTURE?

SUPPORT@HAKAICULTURE.COM OR CONTACT POLICY. PLEASE ALLOW UP TO 24 HOURS TO RESPOND TO EMAIL CORRESPONDENCE. IF THE INQUIRY IS REGARDING AN EXISTING ORDER, PLEASE MAKE SURE TO INCLUDE THE ORDER NUMBER AND A MESSAGE TO EXPEDITE THE RESPONSE AND RESOLUTION.  PLEASE NOTE, SENDING MULTIPLE EMAILS WITH DIFFERENT MESSAGES, MAY SLOW DOWN THE RESPONSE TIME.  WE ENCOURAGE CUSTOMERS TO SEND ONE MESSAGE PER ORDER INQUIRY.