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Refund & Returns Policy

We are experiencing significant delays in shipping, especially internationally sometimes taking up to 90 days for delivery. 

Therefore, at this time, it is our policy for: orders to wait 90 days from ship date before we are able to offer a refund or reship a lost package.  We offer Route Shipping protection as an optional extra measure of precaution. 

Thank you for your patience during this time. 

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Returns

We accept new, unused products for returns within 30 days of ordering, please ship to this address with your order number or packing slip inside.

 4-1104 Kuhio Hwy PMB #165 Kapaa Hawaii US 96714.

We do not accept any products that have been opened and consumed, Orders or quantities that were placed by mistake will fall within our normal, 30 day return policy.

Refunds (if applicable)

We only issue refunds on new products, postmarked within 30 days of ordering.  Refunds will be applied to the credit card you placed the order on.  Refunds do require some processing time, if you have not received the refund within 7 business days please contact your credit card provider and bank.  Once you have taken these steps, please reach out additionally to support@fractalforestkauai.com

Shipping 

We only issue refunds on new products, postmarked within 30 days of ordering. Refunds will be applied to the credit card you placed the order on.  Refunds do require some processing time, if you have not received the refund within 7 business days please contact your credit card provider and bank.  Once you have taken these steps, please reach out additionally to support@fractalforestkauai.com

International Delivery Complications and Refunds

There are different shipping options such as First Class, DHL or UPS.  The less expensive delivery methods tend to be more subject to delivery issues.  We do our best to package orders safely and ship them in a timely manner and are not able to do anything for packages that are held in customs.  As mentioned above under “Refunds (if applicable)”, we are not able to issue any refunds until the items purchased are returned to us and inspected by us.

If you have not received your order within 90 days, please reach out to support@fractalforestkauai.com for support.

We are not responsible for these products passing through customs, or products being seized by customs, delays due to customs, or any shipping logistical problems.  We recommend using our Route Shipping Protection Option to ensure delivery.

Subscriptions 

We will offer refunds on subscriptions two weeks before your next ship date. We do not offer refunds for subscriptions if your monthly order has already been processed and shipped. 

Mahalo,

Fractal Family

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