Customer Service

Contact Us

Email: info@kaleialoha.com

Kaleialoha Orchid Farm, Inc
HCR 2 Box 5782
Kea'au, Hawaii
96749-9412

Call: 808-982-7744
FAX 808 982-6479

Ordering

The best and easiest way to place an order is on our secure website in our online store. You will receive an email confirmation once your order has been placed. We will also send email confirmation with your FedEx tracking number once your order has shipped.

You can also email info@kaleialoha.com; call 808-982-7744; or fax your order to 808-982-6479 to order. Be sure to include your phone number, any special instructions and a gift message if you wish to send a card. FOR YOUR OWN PROTECTION, please do not include credit card information if ordering via email; we will call and get that information from you when we confirm your order.

We make every attempt to meet all requested delivery dates, but because we do harvest and hand select product especially for you, and because we are under time and shipping constraints by our carriers, there may be times when we are unable to do so. Should this occur, we will ship on our next available preferred shipping day.

Please remember that we are a small family nursery and demand during peak periods is very high. We will do our very best to fill your specific order, but availability is on a first come first served basis. We recommend ordering a week in advance, but of course, we will always do our best to accommodate your requests.

Cancellations

To cancel an order you must contact us four days in advance of order delivery date either via email at info@kaleialoha.com or by calling us 808 982-7744. Once your order has been reserved, harvested, assembled or shipped, we will be unable to cancel it. Orders placed with incorrect information that prevents delivery cannot be cancelled or refunded.

There will be a 10% or $25 minimum restocking fee charged to all cancellations.

Shipping

Weather permitting, our gift boxes are shipped mostly via FedEx 2nd Day Service. With 2nd day service it takes two weekdays for delivery excluding holidays. We prefer to ship Monday through Wednesday for same week delivery. We do not recommend Thursday or Friday shipments (Monday or Tuesday deliveries) because it causes them to travel over the weekend. Shipping over the weekend voids any of our shipping and freshness guarantees.

We will ship on Thursday or Friday upon request, but shipping over the weekend voids any of our guarantees. If you absolutely need delivery on Monday or Tuesday, we strongly recommend shipping upgrades.

Sorry, there are no weekend deliveries in Hawaii.

Upgraded Service

Upgraded service is available for an additional cost. Customers have the choice of Fedex Priority Overnight upgrade for a charge of $23.00; Fedex 2-day Economy Saturday upgrade for a charge of $28.00; or Fedex Priority Saturday upgrade for a charge of $33.

It takes 2 business days for delivery to anywhere East of the Rockies from Hawaii, regardless of any upgrades. Shipping upgrades from Hawaii to the East will give your package an earlier delivery time on the second day, but overnight service from Hawaii is not possible to these areas.

2-day Economy Saturday delivery services are not available in rural areas. Saturday Deliveries are not available in California due to California State Agricultural budget cuts. Alaska shipments have an additional $25.00 Fedex surcharge fee.

If you have chosen an upgrade service that is not available in the area you are shipping to, we will make every reasonable attempt to contact you to let you know your options. If we are unable to reach you by the shipping time of your package, we will default to 2-day shipping service and make any adjustments to your shipping charges.

Rural Areas & Remote Area Surcharges

If you shipment is being sent to an area that is designated as "rural" or "extended" by Fedex or UPS, there will be an additional $4.00 Fedex/UPS surcharge added to your order total. Rural areas may or may not require an additional delivery day. Fedex does not include weekend days in their delivery committment to Rural areas. Only 2-day or Priority Overnight Services are available to rural areas and there may or may not be Saturday deliveries available.

You can call 1-800-GO-FEDEX or go to www.fedex.com to check on your shipping zipcode.

California Shipments

Due to the import regulations imposed upon us by the California State Agriculture Department and the additional administrative time required for compliance, all orders with delivery addresses in the State of California will be charged a 10% or $10.00 minimum processing fee. We are sorry for any inconvenience this may cause.

Arizona Shipments

Due to Arizona State Agricultural Inspection Regulations we cannot ship orchid plants to Arizona. We can ship beautiful cut flower bouquets, but not orchid plants - sorry!

Puerto Rico Shipments

Sorry, we do not ship retail orders to Puerto Rico. Wholesale orders to Puerto Rico have a 24 plant minimum, require at least one week advance notice before shipment and will have a Phytosanitary Certificate charge.

Guaranteed Delivery

We guarantee healthy product if we are allowed to choose the shipping method, allowed to withhold shipment until weather conditions are conducive to safe delivery and if you choose the Fedex Signature option and someone is available to sign for a delivery receipt.

We pack everything with great care and if all the above criateria is met, we guarantee the health of our plants and/or flowers, but we are not responsible in the unlikely event of damage to flowers, buds or bloom spikes that may sometimes occur in either shipping or unpacking.

We can not be held responsible for delivery delays related to circumstances beyond our control (natural disasters, inclement weather, extreme heat or cold, acts of terrorism, etc.). Neither Fedex nor UPS guarantee perishables. If you are shipping to an extremely cold or extremely warm climate, though we do take all the precautions that we can, we can not be held responsible for damage due to extreme heat or extreme cold.

We offer insulated winter wrap for shipping plants and flowers to cold areas and heat packs for floral orders. Weather conditions will be checked and it may be determined that the insulated wrap for plant orders and/or heat packs for floral orders are necessary to aide in the safe arrival of our product. We will charge a $3.00 fee for single insulated wrap and $6.00 for double insulated wrap on retail orders and $5.00 per sheet for larger or wholesale orders. Heat packs are $4.00 each. When shipping to a area that is below 30 degrees, we may recommend holding the shipment.

Random Inspection

All of our shipments are subject to random inspection by State and Federal inspection agencies which may result in a delay in delivery (primarily in California) or in some cases, damage to our product. We are not liable or responsible for delivery delays or damage when related to inspection from these agencies.

Damaged Shipments

We take great pride in the quality of our product and take great care in packing your order. In the unlikely event that damage to the box is evident upon receipt of an order, please keep all packing material and plants or flowers and report the damage to us within 48 hours of receipt. Failure to report damage within 48 hours of receipt of order or to submit any supporting materials voids our guarantee.

We may also require that photographic evidence be submitted within 48 hours of receipt as well. We have a limited amount of time to submit any claims with our shipper or suppliers and they may want to see damaged items.

We may also request the return of damaged items.

We will refund or replace damaged product when all of the guaranteed delivery criteria is met. We will file a claim with our carriers for any damage, but shipping/packing costs are not refundable unless claim is honored. If you choose replacement flowers or plants, additional shipping/packing charges may be applicable.

Returns

Because of the perishable nature of our products, returns must be sent via FedEx or UPS Air within 48 hours of receipt or by a specified date requested when return request is made. Returns sent via FedEx or UPS Ground, the U.S. Postal Service or shipped later than requested return date will not qualify for refund, replacement or credit.

Shipping Address

Please make sure the shipping address provided to us is accurate. There will be a $15.00 surcharge added to your order if the address or zip code is incorrect and our carriers need to change it to deliver your order. For your own sake, please make certain that the address and zip code are accurate. Sorry, we can not deliver to P.O. Boxes.

 

FedEx Signature Request

With Fedex, you may request that your package be signed for instead of being left without a signature at your recipient's address. The Fedex charge for this service is $3.00. We can not be held responsible if a package is left out in the elements for an extended period of time, or if the package is stolen.

For larger or custom orders, additional shipping charges may apply. Please inquire with us at the farm for estimates on custom orders.

Availability

All offerings are subject to availability and prices are subject to change without notice. During holiday periods or special occasions we advise you to place your orders early because supply is not unlimited. Our suggestion is two weeks or more. We will do everything in our power to ensure that you get your first choice but in the unlikely event that the flowers or plants you want are no longer available we may have to substitute or contact you to suggest alternatives. If you are ordering less than one week before a special occasion we recommend that you nominate a second choice.


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