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Customer Service

FAQs

What are your shipping rates?
To see our current shipping rates, click here.
For general information about shipping click here.

Am I able to track my package on-line?
If your order was placed on our website, you will receive an e-mail confirmation that contains the tracking number as well as delivery information. If your order was placed over the phone, please call us for tracking information after the scheduled ship date of the order.

Will I receive a confirmation once my order is shipped?
If your order was placed on-line and have provided us with an email address, a confirmation will be sent once the order has been shipped.

Do you have any other locations?
While our retail locations are exclusive to our stores in Hilo, Hawaii and at Ala Moana Center, Street level 1 near Centerstage on the island of Oahu, we are able to ship most of our products all over the United States as well as to Canada and Japan.

How long will it take to get my package?
Your order will be sent promptly based on when it was received and the next available ship date, generally within (7) days. During the Holiday Season we reserve the right to select the next available ship dates. Addresses within the State of Hawaii will be delivered the next business day once shipped. Orders to the Continental US will be delivered by the second business day once shipped. Orders are normally shipped via UPS.

Am I able to ship to an APO/FPO address?
We do ship to APO/FPO addresses, however, we cannot guarantee the amount of time that it will take to have the parcel delivered or the condition that the product will be received.

What is UPS My Choice?
UPS My Choice
UPS My Choice is an innovative new service that provides receivers of UPS home package deliveries to get free delivery alerts by email, voice, or text message the day before your delivery letting you know when your package will arrive. Once you’ve signed up you can manage your deliveries; reroute a package, reschedule, or authorize a shipment release if you won’t be home. Log in to www.ups.com/mychoice to register.

Do you ship internationally? How much is the delivery cost?
At this time we only ship to addresses within the US, Canada and Japan. Please call our customer service department for an estimate for the shipping cost to Canada and Japan.

Are we able to ship to our hotel during our stay in Hawaii?
Provide us with ample time as well as the dates of your stay and we can send the order to your hotel.

How long will your products last?
In general, most of our products have a 6-8 week shelf life. We do not use preservatives, so for optimum quality, consumption within two weeks of purchase is most ideal.

How should I store my products?
Products should be kept in a cool and dry environment.

What kind of sweetener do you use in your sugar-free items?
We use Maltitol. It has about half the calories of sugar.

Do you have any products that do not contain nuts?
We have a shortbread and a brownie that have no nuts added to them. Additionally, our Mint Brownie, Coconut Brownie, Mints, Mika Mints, Truffles, Solid Milk/Dark Chocolates, Bien Vivente (all except sesame almond), Bite-Size Coffee Cookies and the following shortbread cookies do not contain nuts: Kona Mocha, Lemon, Coffee, and Coconut. However, please be aware that these products are processed in a plant that handles peanut and tree nut products.