Shipping and Returns Policy

SHIPPING

At this moment, we are shipping our products via USPS - Priority Mail, only within the USA. We will ship orders within 1-2 business days from the date the order is placed. However, we may require additional processing and packing time depending on how high our order volume is, especially during the holidays and sales. Orders are not shipped on weekends or holidays. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

Customer’s Responsibilities

1. Before placing an order:

   1.1 We strongly recommend you carefully review your Cart before placing your order, to make sure that you are ordering the right product you are expecting to receive (processing method, roast level, size and bean type).

   Our products are accurately described to ensure that you have a smooth, user-friendly purchase experience with us. All of our product’s names and descriptions are carefully detailed on our website, with the objective to provide you the information needed when you’re selecting the product(s) of your preference. If you have any doubt, please contact us before placing your order. We’ll be happy to assist you.

   1.2 Provide accurate shipping address. We strongly encourage you to double-check the shipping address before finalizing an order. Aloha Star 100% Kona Coffee Farms will not be held liable for any delays, losses, or additional costs incurred in the delivery of your order, due to incorrect or incomplete address information provided by you. If an order is returned to us due to an incorrect or incomplete shipping address provided on your order, we reserve the right to charge you with an additional shipping fee, which must be paid before we reship the package to the correct address. In this event, you will be notified via e-mail about the additional shipping fee and must provide us (via e-mail) with the correct shipping address and complete the payment before the package is reshipped.

2. After placing your order:

   2.1 Review your order’s confirmation email immediately after your order is placed. You will receive an order confirmation email from us, with the details of your order. Please review that email to confirm that your order’s content is correct. If you find any issue, please contact us as soon as possible, within 24-hours after your order was placed, so we can help you before your order ships. For example, if you realize that you need to change the shipping address, or you wanted your coffee ground and you ordered whole bean, or you wanted a medium roast and you ordered a dark roast, etc.

   Aloha Star 100% Kona Coffee Farms will not exchange or issue a refund on any order that was correctly prepared by us and shipped to you, following the details of your placed order (what is included in your order’s receipt). We appreciate your understanding.

RETURNS AND REFUNDS

Our return policy last 30 days after your purchase. For a full refund, you may return most new, unopened products within 30 days of delivery. We do not refund the shipping fee on returned or refused orders.

Return Process for damaged products or wrong items received:

In case your order is incorrect (you received a different product) or it is damaged in any way, please email us at sales@alohastarcoffee.com, with your order number within 5 days of receiving your order.

1. For damaged products. If a product arrives damaged, you must notify us within 5 days of receipt (delivery date at the provide mailing address, not 5 days after you opened your package). To report a damaged product, you should provide us, via e-mail, evidence of the damaged product received, with clear and detailed photographs showing the extent of the damage, as well as a description of the issue.

2. For wrong item received. In the event that you receive a wrong item (different of what is listed in your order’s receipt) you must notify us within 5 days of receipt. To report the wrong item, you should provide via e-mail clear and detailed photographs of the “wrong” item received. On our records, we’ll have a copy of your order’s receipt, so we will be able to compare the evidence submitted by you.

3. We'll pay the return shipping costs if the return is a result of our error (only after verifying/confirming that you received an incorrect or defective item). We may provide you a prepaid shipping label to cover the return shipping costs. You must return the product in its original packaging, including all accessories and documentation.

Where to send your returns?

Aloha Star Coffee Farms, 88-2734 Honomalino Drive, Captain Cook, HI 96704

REFUNDS (If applicable)

When a return is received, we will inspect the item. After a review of the reported issue is completed, we will notify you via e-mail about the approval or rejection of your submission. After the inspection, depending on the circumstances, we may offer one of the following options: Refund (issue credit to your payment method), replacement (send you same product) or exchange (similar product of same $ value).

Refunds timeline

If you choose to get a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. You should expect to receive your refund within four weeks of the return ship date.  This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

NOTE:

If a refund/product exchange is requested due to an error made by you when you placed your order (and you don’t contact us to report it and request a change or cancellation of your order before your order ships), you are responsible for the return shipping costs.

We will not exchange or issue a refund on any order that was correctly prepared by us and shipped to you, following the details of what is listed/included in your order’s receipt). We appreciate your understanding.

SAMPLES POLICY

Unfortunately, we cannot offer free samples, due to costs of preparation and shipping. If you are a business and wish to sample our products, please order a small bag online at the retail price.  If you are satisfied, and wish to place a wholesale order in coffee, we will credit you back the sample’s price difference to you.  Thank you for understanding.