Shipping policy

Overview

  • This Shipping Policy explains how orders are processed, shipped, and delivered by Hikialani Soapery LLC (“we,” “us,” “our”). By placing an order, you agree to this policy along with our Terms of Service and Refund Policy.

Order Processing

  • Processing time: Orders are typically processed within 2–4 business days after payment is received. Processing times may be longer during peak seasons, product launches, restocks, or holidays.
  • Order changes/cancellations: We begin processing quickly and may be unable to modify or cancel once an order is submitted. If you need help, contact panda@hikialanisoapery.com with your order number; we’ll do our best but can’t guarantee changes after submission.
  • Address accuracy: You are responsible for providing a complete and accurate shipping address. We are not liable for delays or losses due to incorrect or incomplete addresses.

Shipping Methods, Carriers, and Rates

  • Carriers: We primarily ship via USPS and UPS within the United States. For certain orders, we may use other carriers at our discretion.
  • Service levels: Standard, Expedited, and Priority options may be available at checkout depending on destination and cart contents.
  • Rates: Shipping rates are calculated at checkout based on weight, dimensions, destination, and selected service. Prices are subject to change without notice.
  • Free shipping: If offered, eligibility and terms (e.g., order minimums, destinations) will be stated on the product or cart page and may change at any time.

Domestic Shipping (United States)

  • Delivery time estimates (after processing):
    • Standard: typically 3–8 business days
    • Expedited/Priority: typically 2–4 business days
  • Alaska, Hawaii, territories, APO/FPO: Delivery may take longer and service options may be limited.

International Shipping

  • Availability: International shipping may be limited or unavailable for certain products or regions. If available, options and rates appear at checkout.
  • Duties and taxes: Recipients are responsible for all import duties, VAT/GST, customs fees, brokerage fees, and any other charges imposed by the destination country. These are not included in our prices or shipping rates.
  • Customs delays: International shipments may be delayed by customs inspections. We are not responsible for such delays.

Order Tracking

  • Tracking: When your order ships, you’ll receive a shipping confirmation email with a tracking number (if available for the selected service).
  • Updates: Tracking updates are provided by the carrier and may take 24–48 hours to appear after your label is created.

Delivery Issues and Risk of Loss

  • Risk of loss: Title and risk of loss pass to you upon our delivery of the order to the carrier.
  • Delays: We do not guarantee delivery dates and are not liable for delays caused by carriers, weather, natural events, customs, or other circumstances beyond our control.
  • Marked “delivered” but not received: If tracking shows delivered but you can’t locate the package, check with household members and neighbors, then contact the carrier. We’re not responsible for packages after carrier-confirmed delivery. As a courtesy, email panda@hikialanisoapery.com and we’ll advise next steps.
  • Lost in transit: If a package is not delivered and tracking hasn’t updated for 10+ business days (domestic) or 20+ business days (international), contact us. We may file a carrier claim and, at our discretion, offer a replacement or store credit in accordance with our Refund Policy.
  • Damaged items: If your order arrives damaged, email panda@hikialanisoapery.com within 7 days of delivery with your order number, photos of the packaging and damaged items, and a brief description. We may replace the item or issue store credit per our Refund Policy.

Preorders and Backorders

  • Estimated ship dates for preorders/backorders are provided on the product page and may change. We’ll ship items when available. Orders containing both in-stock and preorder items may ship together when all items are available, unless otherwise stated.

Shipping to Multiple Addresses

  • One order ships to a single address. To ship to multiple addresses, place separate orders.

Refused, Unclaimed, or Returned Packages

  • If a package is refused, unclaimed, or returned due to an incorrect address or failure to pay duties/taxes (for international orders), we can reship after receiving the returned package and payment of additional shipping fees. Otherwise, we may issue a refund minus original shipping and return costs where applicable, consistent with our Refund Policy.

Heat-Sensitive or Fragile Products

  • Some products may be sensitive to temperature or handling. We package with care, but we are not liable for melting, freezing, or other heat/cold damage during transit. Consider expedited shipping or a temperature-stable delivery address during extreme weather.

Out-of-Stock Items

  • If an item is out of stock after you place an order, we’ll contact you with options (wait for restock, substitute, partial shipment if available, or refund).

Shipping Policy Changes

  • We may update this Shipping Policy at any time by posting a revised version on our website. Changes apply to orders placed after the effective date of the update.

Contact
Hikialani Soapery LLC
panda@hikialanisoapery.com
20121 63rd Ave. E, Spanaway, WA 98387
+1 (253) 237-2396