Refund policy

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 charges are non-refundable. 

Guaranteed Healthy 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.

Kaleialoha Orchid Farm does not recommend using a freight forwarding company. Should you choose to use a freight forwarding company, Kaleialoha Orchid Farm is only responsible for delivery to the original address on the order and is not responsible for additional time in transit, the condition of our product upon arrival, loss, delays or damage beyond that point.

We pack everything with great care and if all the above criateria is met, we guarantee the health of our plants, 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 to cold areas. Weather conditions will be checked and it may be determined that the insulated wrap for plant orders are necessary to aide in the safe arrival of our product. We will charge a $4.00 fee for single insulated wrap and $8.00 for double insulated wrap on retail orders and $7.00 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.

FedEx Delivery Service

 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.