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FAQ

Contact

Q: What information do I need to provide Hawaii Skin Diver when I call or e-mail?
A:
Please provide us with as much information as possible.

  • Your name
  • Website name
  • Call back number or e-mail
  • Sales order ID #
  • Item and description of each item in question

Q: How do I contact Hawaii Skin Diver?
A:
Please use the Contact Us link.

Q: Does Hawaii Skin Diver offer any technical support or advice on products?
A:
Hawaii Skin Diver does not offer technical assistance for products. Please contact the manufacturer or vendor of the product for accurate answers.

Q: Does Hawaii Skin Diver have a walk in store or a will call facility?
A:
Yes, HanaPa'a Hawaii, 1733 Dillingham Blvd.  Honolulu, Hawaii.

Credit Cards

Q: What type of credit cards do you accept?
A:
We will accept major credit and debit cards as payment.

  • Visa
  • Master Card
  • American Express
  • Discover

Q: How do refunds/credits work?
A:
Once you have been given a RETURN AUTHORIZATION and after we inspect the product(s) as a valid return (stated in our return policy) your credit card will be refunded.

Q: Approximately how long will it be before a refund/credit actually appears on my credit/debit card?
A:
In most cases, 2 to 3 business days after the product is returned and inspected.

Q: Why does my credit card statement list HanaPa'a Hawaii and not Hawaii Skin Diver as the Seller?
A
: Hawaii Skin Diver is Owned and Operated by HanaPa'a Hawaii Inc.

Warranty

Q: What type of warranty is covered with my product?
A:
Hawaii Skin Diver does not have a warranty program. Please call or e-mail the manufacturer or vendor of the product. If you purchased the item within a 30 day period, you may call or e-mail HanaPa’a to see if the product can be exchanged or returned.

Ordering

Q: How can I keep track of my order(s)?
A:
After placing an order, a confirmation e-mail will be sent to you with a login username and password to view your order status.

Q: I did not receive a confirmation e-mail. Why not?
A: Possble that the e-mail entered was incorrect or your ISP provider, e-mail program, anti-virus settings are preventing you from receiving the confirmation.

Q: Does Hawaii Skin Diver accept phone, fax, postal, or e-mail orders?
A:
Sorry no fax orders, but phone and e-mail orders are welcome.

Q: What payment methods does HSD accept?
A:
We will accept major credit and debit cards as payment.

Q: How long does it take to process an order?
A:
Generally, it takes 1 to 2 business days to process an order.

Q: Was my order submitted successfully? I didn’t see an order confirmation page.
A:
If you didn't see an order confirmation page even though you clicked the last submit button, our server probably still received your order. This happens when communication back to your PC is interrupted following your order submission. Please check your e-mail to see if a confirmation e-mail was sent to you. If you did not receive one, please contact the web site’s administrator.

Q: What should I do if I placed a duplicate order by mistake?
A:
Please call or e-mail us with your name, phone #, order #, and items you wish to cancel.

Q: Can I change my order once it has been submitted?
A:
Yes, depending if the item has not been processed. Please contact us ASAP.

Q: Does HanaPa’a Hawaii sell or release my personal information?
A:
No. We respect your privacy and will never release any information without your consent.

Q: What can I do if I am having problems with placing an order?
A:
Please contact the web site administrator.

Q: Will I be charged a sales tax?
A:
State of Hawaii residents will be charged with the state sales tax. Out-of-state orders will not be charged the in state sales tax.

Shipping

Q: Does Hawaii Skin Diver pay for the shipping of any returned products?
A:
All products that are shipped back to us will be paid by the customer.

Q: I ordered several items, but only one item came. What happened?
A:
Depending on the product’s size, weight, and girth, items might have to be shipped in different boxes. Please check to see if you have received other tracking numbers or you can contact us by phone or e-mail.

Q: I am trying to place an order online, but in the shipping section, my country or region is not listed. How can I place an order?
A:
If your country or region is not listed it is probably do to a few reasons:

  • The country or region has been deemed a high risk area.
  • Shipping carrier might not be available in that region.
  • USPS or UPS calculating servers might be down.

Q: Does Hawaii Skin Diver deliver to APO/FPO addresses?
A:
Yes, we do deliver to all APO/FPO addresses.

Q: Does Hawaii Skin Diver deliver to P.O. boxes?
A:
Yes, we will ship to P.O. boxes.

Q: When will my packages arrive?
A:
If the ship-to address is within the continental U.S., on average it takes 3 to 4 business days. For international orders outside the continental U.S., please enquire with USPS or UPS for average delivery times.

Order Status

Q: How can I check on the status of my order?
A:
You can check on your order status by doing the following:

  1. Login using the account you purchased your order with. If you have forgotten your password, please use the "Request new password" feature.
  2. Click on the "Orders" button located in the upper right.
  3. Click on the Order number that you would like to track.

To go back to the list of orders click on the "Your Account" link in the right column.

Account

Q: How can I reset my password?
A:
You can reset your account password by doing the following:

  1. To reset your password simply go to the Forgot your password page
  2. Enter your username or email address and submit.
  3. If you do not receive your new password within an hour please check your "Junk Mail" folder to make sure your email provider hasn't flagged this email as spam.

Please contact us at orders@hawaiiskindiver.com if you are still unable to reset your password.