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FAQ

Placing An Order Internet:
Use our convenient shopping cart and quick checkout process to order online.

By phone: Recommended for large wholesale purchases. You may reach us at 1-800-657-7716.

We strive to make the online ordering process simple and secure. However, if you would like to speak with one of our sales representatives, feel free to call us toll free 1-800-657-7716, Monday through Friday, 8 am to 4 pm Hawaii Standard Time or reach us via email. We are closed on all major national holidays.


Shipping Rates
In order to continue to provide the quick shipping times that you have come to depend on, Hawaiian Isles Kona Coffee Company will be changing it's shipping rates effective November 11, 2009.

When you order a case of coffee (twelve 10 oz./ 7 oz. bags or five 24 oz. bags) valued at approximately $84.00, it is less expensive to send it via FedEx than it would be via USPS Priority service. You also receive free insurance and tracking at no additional charge! * Where do we ship? Just about everywhere in the world (entire US, Canada, Japan, UK, Australia, etc.) If your shopping cart shows a value of $0 for shipping cost, we will send an email after receiving the order informing you of your cost. We offer a 40% discount from FedEx retail rates on shipping to all international customers.


How do we ship? USPS, FedEx Home Delivery (Ground), or FedEx 2nd Day Air unless it is outside of the US (Outside of the US will have the option of USPS International or FedEx International Economy/ Priority). Please allow 1-2 business days for processing before your order is shipped.

Overnight shipping is available at an additional cost. Contact us for details. We cannot ship overnight anywhere east of Nevada. * We are now able to ship to P.O. Boxes (this includes APO/FPO addresses) through the U.S. Postal Service.


Please make absolutely certain that your shipping address is correct. If it is not correct, we reserve the right to recoup the $10 address correction fee assessed us by FedEx. Any comments or questions regarding our shipping policies can be directed to our customer support team at mailorder@hawaiianisles.com, or by calling 1-800-657-7716.

Mahalo!

Promotion Codes

Hawaiianisles.com has promotions from time to time which require the use of a promotion code. Simply enter your promotion code in the appropriate field during the checkout process. Your promotion or discount will be reflected in your order summary.

Payment Options

Hawaiianisles.com accepts Visa, MasterCard, American Express and Discover. Please verify your credit card information prior to submitting your order to ensure speedy processing and delivery. Incorrect entries will cause our system to reject your order or delay your shipment.

We also accept money orders and personal checks, however we do not accept CODs. To request an order form, please email us at mailorder@hawaiianisles.com. Please include your mailing address.

Our mailing address is:

Hawaiian Isles Kona Coffee Company
Attn: e-Commerce
2839 Mokumoa Street
Honolulu , HI , 96819 USA
1-800-657-7716

Shipping

Order Turn Around Time: Most orders are shipped within 48 hours, Monday through Friday. We do offer expedited service at an additional charge. Email us to request this service by clicking here.

When your order ships you will receive a Shipping Confirmation email from us including your FedEx tracking number and direct link you can use to track your order.

Should a package be returned to us (or redirected) as a result of an incorrect address, we reserve the right to recoup the $10 FedEx address correction fee.

Tracking Your Order

To track your order, simply log-in to your account here. You will see the past three months of your order history as well as any pertinent tracking information.

Canceling Your Order

If you need to make a change to your order or cancel it please call Customer Service at 1-800-657-7716 as soon as possible because we tend to process orders very quickly. Every effort will be made to accommodate your request.

Returns & Exchanges

How to return an item to Hawaiian Isles Kona Coffee Company : If any of our Hawaiian coffees ever fails to meet your expectations, simply return it to Hawaiian Isles via Certified Priority Mail and we will replace it or credit your account for the merchandise returned.

  • We will replace the unopened coffee(s) upon receiving the coffee(s). Items must be received in a resalable condition.
  • Opened items can be returned for a store credit.
  • Damaged items will be replaced with an identical product.
  • Items received as a gift (paid for by someone other than yourself) can only be exchanged (no credit or refund will be issued).

Please contact us within 30 days of receiving your order and you will be issued an RMA (return merchandise authorization) code. Please write this code on a note to be sent with the coffee along with the reason for the return. Carefully package the items in the original shipping box or any suitable shipping carton using plenty of padding material to protect the coffees and include a copy of your invoice. Send the coffee to:

Hawaiian Isles Kona Coffee Company
Attn: Mail Order Department
2839 Mokumoa Street
Honolulu, HI 96819

IMPORTANT: Make sure the items are well protected and packaged similar to the way you received them. Whenever possible, use the same packaging that was used to ship the items to you. Items must be received in new/resalable condition for a refund/replacement.

Once we receive your return package, we will issue you a refund or store credit for the price of the products you returned (including tax, if any). If you paid by credit card, we will charge-back the amount to your credit card. If you are returning an item because it arrived damaged, we will also refund you the shipping costs to return the item to us.

Please allow up to 14 days for us to receive and process your refund. We will send you an invoice by mail showing the credit back to your card.

Password Reminder

If you have misplaced your password, click here to enter your email address (registered with Hawaiianisles.com) and your password will be emailed to you. You may also call us toll-free at 1-800-657-7716 and any of our operators can assist you.

Change password

You can change your password at any time on the "My Account \ Personal Profile" page, which requires you to first log in with your current password. Your new password can be any sequence of letters (upper and lowercase) and numbers.

Accessing your information

If you are registered at Hawaiianisles.com, you may go to "My Account" to check the status of your order(s), change account settings or change your e-mail subscription preferences.

Privacy Policy

At Hawaiianisles.com, we are committed to protecting your privacy. We use the information we collect about you to process orders and to provide a more personalized shopping experience. We do not sell, rent, or share your personal information with any third party. Please read on for more details about our privacy policy.

When you order, we need to know your name, phone number, e-mail address, and mail to address, We do not store your credit card information.

We personalize your shopping experience by using your purchase history to make recommendations about the merchandise that might be of interest to you. We also monitor customer traffic patterns and site usage to help us develop our online store.

We use email to communicate with you about your orders. We will notify you when we release new items and new promotions if you are subscribed to our weekly e-Newsletter (Located on our Home Page under the rotating artwork.), but should you not wish to receive those notices, simply contact us by email and we will make the appropriate changes to your account.

Safe and Secure Shopping

Ordering from Hawaiianisles.com is safe and secure. We utilize SSL Secure Certificates to encrypt all personal data to and from our site. Hawaiianisles.com does NOT keep your credit card number with your online order. Our technology enables up to 256-bit encryption and you can be confident that confidential information and transactions cannot be viewed, intercepted or altered.

Copyright Terms and Conditions

Unless otherwise noted all materials on this site are protected as the copyrights, trademarks and other intellectual properties of Hawaiian Isles Kona Coffee Company. Use of the materials included on this site is for informational and shopping purposes only. Any unauthorized use of photography, trademarks or contents from this website is in violation of copyright and trademark rights.

Why is my coffee hard like a brick?

All Hawaiian Isles Kona Coffee bags have a one way valve on the front of the bag which is designed to allow oxygen out--but not in. This technology is designed to retain maximum freshness. Due to air pressure changes during shipping, some bags may change shape and become hard. This does not affect flavor or freshness. Simply open the bag and the grinds return to their original loose condition

What is the preferred brewing method?

For each cup, use 2 level tablespoons and 6 oz. cold water. For milder coffee, add slightly more water before brewing. Once brewed, remove the coffee filter and coffee grounds to prevent bitterness. For best results, keep coffee warm (190 degrees) and serve within 30 minutes. Relax and enjoy Hawaii's favorite coffee.

How long does your coffee last?

Our bags have a one way valve which lets oxygen out but not in. This technology allows for the longest shelf life of coffee. Our coffee is shelf stable for 12 months after the date of manufacture. Our whole bean varieties retain their freshness the longest.

What is the best way to store my coffee?

The best way to store coffee is in an airtight container in a cool, dark place, such as a cupboard or pantry.  Remember, once exposed to oxygen/moisture, coffee starts to deteriorate.

I like my coffee strong--what do you recommend?

We would recommend our Kona Sunrise or our line of Private Reserve gourmet coffees.

What types of beans do you use in your coffees?

We use the finest arabica beans from Kona and other regions around the world.

Do you have Kona decaf?

Yes, our decaffeinated line comes in four varieties: Kona Classic, Kona Sunrise, Kona Vanilla Macadamia Nut, and Kona Chocolate Macadamia Nut.

What makes Hawaiian Isles Kona Coffee Company different from other gourmet coffees?

Taste. Hawaiian Isles is a combination of fine Kona and Arabica coffees artfully roasted to produce a smooth tasting coffee. Other brands may use Robusta beans and contain no Kona coffee. Such coffees may have a bitter taste profile. Many new customers have tried our coffee and never went back to their prior brand again. Click here to read our customer reviews.

Do you have Kona coffee in your coffee?

Yes, most of our Hawaiian Isles products have Kona coffee and is considered a "Kona blend", containing no less than 10% Kona Coffee. We also carry a 100% Pure Kona Coffee (formerly referred to as 24 Karat).

Where is your coffee made?

Our roasting facility is located near the foothills of beautiful Moanalua Valley on the island of Oahu. Direct from Hawaii!

Do you carry K-Cups?

Yes, since K-Cup is a trademark term used by Keurig, our product is labeled under it's generic term Single Serve Cups. Our cups are compatible with only Keurig's K-cup system.

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