Customer Service

Contact Us

Email: info@kaleialoha.com

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

Call Toll-Free: 888-982-7744
Locally: 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 888-982-7744 toll-free; 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 toll free at 888 982-7744. 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 $10 minimum restocking fee charged to all cancellations.

Shipping

Weather permitting, our gift boxes are shipped mostly via FedEx or UPS 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 shipments available from anywhere in Hawaii. Both Fedex and UPS do not work on the weekends.

Upgraded Service

Upgraded service is available for an additional cost. Customers have the choice of Fedex Standard Overnight for a Fedex upgrade charge of $23.00; Fedex Priority Overnight for a Fedex upgrade charge of $30.00; or Fedex Priority Saturday delivery (where available) for a Fedex upgrade charge of $38.00.

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.

Standard Overnight or Saturday delivery 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 $20.00 Fedex surcharge fee and U.S. Territories have an additional $40.00 surcharge fee (this includes taxes, duties and fees).

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, we will charge an additional $3.00 Shipping Fee. Rural areas may or may not require an additional delivery day. Fedex and UPS do not include weekend days in their delivery committment to Rural areas. Only 2-day or Priority Overnight Service is available and there is no Standard Overnight Service or Saturday deliveries.

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

Puerto Rico

We also ship to U.S. Territories (like Puerto Rico), but there are additional duties and taxes that apply. Flower bouquets to U.S. Territories are not a problem, but for orchid plants, a Phytosanitary Certificate is required. There will be a $25 additional fee to obtain this certificate and we would need at least one week notice prior to shipping.

Guaranteed Delivery

We guarantee safe delivery of our flowers and plants 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 will pack everything with great care and guarantee healthy plants, but can not be responsible in the unlikely event that flowers or buds are damaged in shipping.

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 $2.50 fee for single insulated wrap and $5.00 for double insulated wrap on retail orders and $5.00 per sheet for larger or wholesale orders. Heat packs are $3.00 each. When shipping to a area that is below 30 degrees, we may recommend holding the shipment.

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 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  Because our products are perishable, 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. Failure to report damage within 48 hours of receipt of order or to submit any supporting materials voids our guarantee.

We will refund or replace damaged product when all of the above 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.

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!

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.

Random Inspection

All of our shipments are subject to random inspection by State and Federal inspection agencies. We are not responsible for delivery delays when related to inspection from these agencies.

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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