SHIPPING PROTECTION TERMS AND CONDITIONS

Shipping Protection from Buy Hawaiian Lei offers peace-of-mind coverage for all orders to protect against unexpected issues in shipping. 

General

Issues must be reported within 12 hours after FedEx has delivered the package. The order will be reshipped or refunded. Product availability will also be factored in the decision. In some cases, refunds or reshipping may not be covered based on the Shipping Protection Terms and Conditions outlined here. 

The Shipping Protection covers the value of the order, shipping fee, taxes (if applicable). Shipping Protection fee is nonrefundable. 

IMPORTANT: Any orders without any acknowledgement of shipping protection will be considered to have been declined. 

Refunds

The refund is based on the exact price you paid for the items. Shipping Protection will not be refunded and in some cases, the shipping fee will also not be refunded. We will process your claim as soon as possible and it can take up to 7 business days.

Reshipping

If time allows, Buy Hawaiian Lei will always reship your order to you to resolve the issue. Our team will contact you to let you know the order will be reshipped. You will receive an email with a new tracking number and shipping updates from FedEx.

Cancellation 

If the order was cancelled before the package was shipped, Buy Hawaiian Lei will cancel the order and refund the Shipping Protection fee. If the package was shipped, there will be no refund issued as the package is being protected. 

Claim Filing Time Frames

Claims must be submitted within 12 hours after the FedEx delivery time. This timeline must be strictly adhered to in order for it to be processed:

  • Claims relating to delays and damages must be filed within 12 hours of the FedEx delivery time.

  • Claims relating to lost or stolen packages must be filed within 7 business days of the indicated delivery date in the order or updated delivery date provided by the customer in writing.

Coverage Exclusions

Shipping Protection does not apply to: 

  • Customer dissatisfaction with the product. Customers experiencing these concerns should contact info@buyhawaiianlei.com for further assistance.

  • Orders affected by the customer providing an incorrect or incomplete address at the time of purchase.

  • Orders in which the customer selected an incorrect delivery date at the time of purchase.

  • Orders in which the customer selected the wrong item, color, or variety at the time of purchase.

  • Fragrant leis with heat damage that were not shipped with FedEx Priority Overnight shipping are not covered.

  • Claims submitted outside of the timeframe stated above.

  • Normal cosmetic changes to the product that occur after the package has been delivered. This includes imperfections on the perishable items from Mother Nature.

  • Shipments that experienced delivery attempts on the scheduled date but were not delivered due to the recipient’s absence or the closure of the business location if the shipping address provided in the order is a business/commercial address.

  • Circumstances beyond the control of Buy Hawaiian Lei or FedEx, including but not limited to acts of God, acts of public enemies, war, strikes, civil disturbances, road closures, or actions or inactions of public authorities (such as customs or health officials).

Claims 

If you need to file a claim, please email us at info@buyhawaiianlei.com with the subject line “Shipping Protection Claim”. The customer is responsible to call Buy Hawaiian Lei at 808-304-1046 to confirm Buy Hawaiian Lei has received the email in their inbox.

Delayed Packages

A delayed package is when the package was not delivered by the end of the indicated delivery date on the order or new delivery date provided by the customer in writing. Exact delivery times do not apply as these are estimates provided by FedEx and it can be adjusted. Shipping Protection will not cover the shipping fee if the package is delayed for including but not limited to acts of God, acts of public enemies, war, strikes, civil disturbances, road closures, or actions or inactions of public authorities (such as customs or health officials).

Packages With Damaged Items

Only lei that are unusable will be considered damaged items. Buy Hawaiian Lei Shipping Protection does not cover imperfections from Mother Nature, minor cosmetic changes that perishable items such as flowers and lei may incur, including a few petals falling off and faint blemishes. 

All claims must include clear photos attached to the email when the claim is submitted. 

Damaged items will be covered under Buy Hawaiian Lei’s Shipping Protection. The total cost of the order is NOT covered. The shipping fee is non-refundable for temperature-related damages.  

Packages Presumed To Be Lost

Claims for orders that are presumed to be lost may not be submitted sooner than 5 days after the last FedEx tracking update.

When an invalid address or wrong address has been provided, FedEx will not be able to complete delivery and may return the package to Buy Hawaiian Lei. This is not covered by Shipping Protection. Shipping Protection also does not cover packages that are marked “return to sender.” If the address provided was invalid and the package was undeliverable or if the recipient refuses delivery of the package, the package is then returned to Buy Hawaiian Lei and this is not covered.

Packages Presumed To Be Stolen

If a package was taken directly from the customer’s porch/front door/garage/etc., Buy Hawaiian Lei considers the package stolen. The Shipping Protection does not cover orders that require a signature upon delivery and have been received indirectly or directly by the recipient or any other household members and guests. It is the customer’s responsibility to communicate clearly with their property security, concierge, doormen, front door staff, etc. 

Orders that are presumed to be stolen may not be submitted within 7 business days of the indicated delivery date in the order. Buy Hawaiian Lei reserves the right to require security footage such as a video or photographs clearly showing evidence of theft. Proof of address, identity and other information may also be required for the claim to be processed. 

At Buy Hawaiian Lei’s discretion, customers will be asked to file a police report as part of the claims process for the Shipping Protection they purchased for their order. We require a copy of the police report to be sent to Buy Hawaiian Lei. Depending on the jurisdiction, false police reports may be charged as misdemeanors or felonies.