Shipping and Ordering Information
Please review this payment and shipping information before placing your order. If your questions are not answered here, please visit our FAQ page.
How Do I Place My Order?
We use a secure Order Form that is easy to use. We have yet to find a shopping cart system that will be as flexible as we need for all our customizations that we offer. Additionally, an order form assists us in saving you the most on shipping costs. You can open our order form in a separate window that can be minimized while you shop. When you are ready, just add items to the form or cut and paste. Be sure to provide all requested information so that we can have proper contact details. When you are satisfied with your order, click “Submit”. In a few seconds, your order will be delivered to our email inbox. We will check the order for accuracy, calculate the proper shipping and send you a confirmation email within 24 hours.
Online orders are normally processed from 10am - 5pm Hawaii Standard Time (HST) Monday though Saturday. All orders will receive a confirmation email outlining items that are ordered, costs/fees, when we will begin processing the order or when we will ship, shipping method, length of shipping time and an overview of our shipping policies. We strive to ship most items within 3-12 business days not including some custom pieces. If you need your order by a certain date or time, you may want to email us prior to ordering so that we can advise you on shipping methods.
Additionally, our emails are delivered through a secure server so you can email us with your order information and we can process or feel free to contact us at 808-990-9711 between the hours of 10am-5pm HST Monday through Saturday to place an order over the phone. Its important that if you do not reach us via phone to leave a voicemail so we can return your call.
If you have questions about placing an order, please contact us for assistance.
Payment Methods
We strive to make your ordering process with us as cost effective, safe and discreet as possible. We have implemented new changes to our ordering system as we want our customers to receive the best service possible. Our order form is compatible with IE 6 and higher, Firefox 2 and higher as well as Safari 2 and higher and is secure with a 128-bit SSL connection. We accept Visa, MasterCard, American Express, Discover Card , PayPal, AlertPay and E-Checks through our easy and secure ordering process. If paying by MasterCard, Visa, or Discover Card we process through our own secure payment processing system and accept American Express only through PayPal or AlertPay. We will also accept personal checks and money orders by mail (there will be a 7-10 day hold period for funds via paper checks and E-checks to clear our bank) Once you have completed and submitted your order form, will will be in contact within 24 hours to complete your purchase and calculate the best shipping options for you. Your credit card is never charged unless authorized or until we have sent a confirmation. Please email us if you need any help with your order and payment. Our order system for credit cards uses an address verification service that requires the billing address you provide to be the same as the one on file for your credit or debit card. If these addresses do not match, your transaction may be declined. If you have any question about these issues, please contact us.
Please note for all Hawaii Residents - we charge local sales tax on all orders shipped to Hawaii addresses.
Please note for all PayPal payments - we now include a 3.5% fee on your invoice which covers the fee PayPal charges us to accept payments.
Discount Codes, Coupons and Gift Certificate Codes
On the bottom of our Order Form is a section for customers to input discount codes, coupon codes and gift certificate codes. We offer discount codes from time to time including ones for specific groups and events and can range from 10% -50% off or specific dollar amounts. Gift certificates will be labeled with a code you can input to redeem. Unless a discount code, coupon code or gift certificate specifically states what it can be used for, generally you can redeem for most items on our website. Please note that most discounts and gift certificates can NOT be redeemed for: Hemp Rope Spools, some DIY Supplies, Customizations, Dungeon Furniture, some Sale Items or certain Specials and Limited Release items. If you have questions about a discount code, coupon code or gift certificate code, please contact us prior to placing your order. Codes and certificates can and do expire, please note the dates applicable. For more information on using discount codes, coupons and gift certificates please review our Rules and Exclusions page.
Shipping Methods
Most of our shipping is done via USPS (Flat Rate or Priority Mail) and UPS. Packages go out daily - Monday through Saturday. We do not ship on major Holidays such as: Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve & Christmas Day, and New Year's Day. For shipping spools of rope - we ship once a week and will expedite shipping only if we are able. Book orders are shipped within 1 week of purchase, usually sooner. If you order a title in addition to another product on our site, we will try to ship together to save on shipping costs. Our book distributers have offered to drop ship certain titles, so we will notify you if that is the case.
We try to ship a majority of our items via USPS Flat Rate Shipping to save on costs. Furniture can be ship via USPS, UPS Ground and various Freight Forwarders like Matson for customers that live on the West Coast. Rope spools are generally shipped via USPS Flat Rate Priority mail which is between $10-15 within the US and $20+ for international shipments. We will find the easiest and most affordable shipping options available to ship our products.
UPS requires a physical street address (not a PO Box). If you want your order sent to a PO Box, we can send your package via USPS. APOs, FPOs and all mail to US territories (such as Guam) will be shipped via USPS. International Shipping prices can vary from zone to zone and depend on weight of products and destination. Shipping from Hawaii generally takes 1-2 extra days for any service. We strive to make the processing and shipping process of your purchase as streamlined and cost efficient for our customers. Tracking and/or delivery confirmation numbers are included on all packages and we offer delivery signature verified confirmation as well as insurance at additional fees. If you require additional shipping services for your package, please be sure to note that on your order form.
Custom Orders and Dungeon Furniture
Please remember that our items are hand crafted and we keep a limited amount of products that are pre-made in stock. By pre-made, we mean we have enough materials to make a couple pieces of an item if it is a standard design yet because each item is hand crafted, no two items are the exact same. All items on our website will have a distinct caption under the product heading to let you know if said item is a Custom Order or Made to Order.
Custom orders which include dungeon furniture and equipment, involve time and special care to create the perfect piece for you. We will work with you to create a unique, stable and fun design to suit your needs. Please email us to discuss with us how we can complete your dungeon with a one of a kind piece of art! Shipping prices vary by location and weight of item. Custom Orders can take up to 1-6 weeks for completion and delivery.
International Shipping and Shipping to Canada
All international orders and Canada shipments are subject to certain custom's stipulations. Please feel free to contact us prior to placing an order through our website for shipping details. Most international orders are shipped via USPS or UPS for cost effective and reliable shipping and can take anywhere between 6-20 days to be delivered. If you do not receive an order within 14 business days of shipping, please contact us so we can contact the shipping company. Many times orders are delayed going through customs in which case we or the shipping company have no control over the country's customs regulations.
International customers may be charged import duties/and or taxes by their country's customs offices. These fees will be charged to you when your package arrives (they are not included in the shipping costs that we charge). These fees are the customer's responsibility and are paid to your country's customs office upon receipt of the package. If you are unsure about customs duties and taxes and would like more detailed information, you should contact your local customs office.
Tracking Your Order
You will receive a confirmation email for all orders placed. Once an order ships, you will receive a second email that will tell you the scheduled delivery date (if applicable) and/or delivery confirmation/tracking number of your package. If you do not receive a confirmation email within 2 business days of placing your order, please contact us for order information and/or delivery confirmation/tracking information. Most standard design orders can be made/shipped within 3-8 days.
Please note that the shipping companies update their tracking system usually every 24-48 hours, if not sooner. There may be times that they do not update their system until an item is delivered (delivery confirmation) Please read Tracking & Delivery Confirmation via USPS if you have any questions.
Our Return Policy
Our company is founded on some basic Hawaiian values - in short, we wholeheartedly believe in doing what is right, being "Pono". All of our products come with our lifetime guarantee. If at any time your product breaks or wears out, we will repair or replace it free of charge. To use this guarantee, you must either keep your shipment invoice or original confirmation email. This guarantee is not transferable. Upon return of the defective item, we will gladly send a replacement, repaired item, like item or value exchange, or issue you a credit for the price of the product towards any other item on our website. We stand by our custom crafted products and their sustainability for light and heavy usage.
We do not accept non-defective returns or exchanges of items that have been opened and used or returns on Bondage Ropes. We also do not accept non-defective returns or exchanges for custom orders, all DIY supplies, unprocessed hemp, books, bondage shears, oils or suspension rings. We are not liable for any damages or lost packages during shipping. Please note that pre-authorization is required for all returns and exchanges so you must contact us. We will only refund shipping charges on a case by case basis and we do not charge any return fees.