Ordering & Shipping 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've recently introduced a new shopping cart system to our website that should make your shopping experience much more efficient. Many items have options available to them so be sure to contact us if you don't see something you love. 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 sent to us, encrypted for your privacy. We will check the order for accuracy, calculate the proper shipping and send you a confirmation email within 24-48 hours during normal business hours. Your credit card will NOT be processed until you have received a confirmation email. If you choose PayPal as your payment option, you will be sent an invoice after your confirmation email - we do not automatically deduct funds from your PayPal account.
Online orders are normally processed from 10am - 5pm Hawaii Standard Time (HST) Monday though Friday. 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 (Business days = Monday - Friday. We do not count weekends or holidays) 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 our own 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 Friday 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.
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 checkout system is compatible with IE 6 and higher, Firefox 2 and higher, Safari 2 and higher as well as Opera and Google Chrome and is secure with a 128-bit SSL connection. We accept Visa, MasterCard, American Express, Discover Card, and PayPal/E-Checks through our easy and secure ordering process. If paying by MasterCard, Visa, Discover Card or American Express we process through our own secure payment processing system. 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 the funds are cleared, only then will we begin processing your order, generally within 48 hours) Once you have completed and submitted your order, will will be in contact within 24-48 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. We do offer PayPal as payment options but due to the restrictions they place on selling various items, we have found it best if we send you an invoice for your order, which you can pay as you normally would. Please do not send us payment via PayPal if you have not received an invoice as we may reject your payment. We do this for not only our safety but yours as well. If you have any question about these issues, please contact us.
Please note for all Hawaii Residents - we charge local sales tax (4.166%) on all orders shipped to Hawaii addresses.
Please note for all PayPal payments - we include a 4% processing and handling fee on all invoices. We do not charge for processing credit cards.
Discount Codes, Coupons and Gift Certificate Codes
On the bottom of our checkout page is a section for customers to input discount codes, coupon codes and on the shipping information page, 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.
All shipments are discreetly packaged in plain brown boxes, padded envelopes, or UPS/USPS supplied packaging. Our name appears as "MK" or "Maui K Inc" on the return address and our logo does not appear anywhere on the outside of the packaging. Our packaging makes no mention of the nature of the contents, except when required by international customs regulations. For international shipments, where we must describe package contents, the descriptions are discreet and generic.
Most of our shipping is done via USPS (Flat Rate or Priority Mail) and UPS/FedEx/DHL for Express packages. Packages go out daily - Monday through Friday. 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 now ship Hemp Rope spools once a week on Friday afternoons.
We try to ship a majority of our items via USPS Flat Rate Shipping or Priority Mail 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 $11.50 - $15.50 within the US and $15.50+ for international shipments. We will find the easiest and most affordable shipping options available to ship our products.
UPS/FedEx/DHL 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 base insurance on packages shipped via UPS/DHL/International. If you require additional shipping services for your package, please be sure to note that on your order.
Please note - orders may be subject to multi-box shipments in order to maintain safe delivery of your products.
Please note - We drop our shipments off at our bulk
mailing facility once each shipping day where they are sorted by carrier and
loaded into containers or vehicles where they will head to other islands to be processed and shipped to their destination. USPS
tracking will indicate "The USPS was electronically notified by the
shipper to expect your package for mailing" and will often not update
the tracking information until the package is delivered. This is because most major metropolitan areas will receive packages within only a few days
of mailing and the package won't be scanned at any locations in between. Please be assured, if you've received a shipping confirmation, your
package HAS been taken to our mailing facility and is in their hands.
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/FedEx/DHL 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. We are based in the USA and are not a licensed importer to every country and do not have access to customs declarations or duty schedules. Therefore, please note that all customs entry fees, duty, VAT, brokerage fees and other 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. Please do not ask us to falsify documents as a "gift" or "sample" as this is a violation of the laws of our country. We will mark items as gifts or samples if they are indeed gifts, prizes, rope samples and such from our company. 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
With our new shopping cart system, you can now input your last name and order number on our Order Status page to get updated information on your order.
You will receive a confirmation email for all orders placed. Once an order ships, your order status will be updated to 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 7-12 business days, not including some bondage ropes.
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)
We drop our shipments off at a bulk mailing facility once each shipping day (usually late afternoon/evening)where they are sorted by carrier and loaded into containers or vehicles where they will head to processing centers on other islands to be processed and shipped to their destination. Express Mail packages are usually dropped off at the local UPS, FedEx and USPS by hand. USPS tracking will indicate "The USPS was electronically notified by the shipper to expect your package for mailing" and will occasionally not update the tracking information until the package is delivered. This is because most major metropolitan areas will receive packages within only a few days of mailing and the package won't be scanned at any locations in between. Please be assured, if you've received a shipping confirmation, your package HAS been taken to our mailing facility and is in their hands. USPS Priority Mail arrives within 4-6 business days to most US locations, 8-15 business days internationally and Express packages are shipped by air to arrive within 1-3 business days in the US and 5-8 business days internationally.
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.
Our Cancellation & 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 spools, 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 or restocking fees.
If you have to cancel your order for any reason, please do so within 3 business days of placing your order or receiving a confirmation email. Due to the fact that most items are custom made to order and that most orders begin processing within 1 business day of received payment, we cannot accept cancellations after the 3rd business day. If you need to make changes to order and/or cancel, please contact us via email with your order number and information.