Returns & Customer Service

Online Ocean Store Customer Support
Call (808) 856-8327 for customer support related to online orders or email us at oceanstore@pacificwhale.org.

Ma'alaea Retail Store 
Call our Ma'alaea Store toll-free at (800) 942-5311 ext.4 or use our direct line at (808) 249-8977. Our Ma'alaea Ocean Store is located at: 300 Ma’alaea Road, #100, Wailuku, HI 96793, USA

Lahaina Retail Store
Call our Lahaina Store at (808) 667-7447. Our Lahaina Ocean Store is located at: 612 Front St, Lahaina, HI 96761.

Exchange and Return Policy

We want you to be delighted with your purchase. If you are not completely satisfied with your purchase, you may return the merchandise within 30 days for an exchange or refund with your original receipt. Most refunds are fully refunded in 3-5 days after we receive and process your return. If the reason for return is a result of our error, we will refund the cost of return shipping. You may also return the purchases to our retail stores listed above.

Cancellations

Some cancellations will occur due to order processing difficulties. Occasionally, orders or parts of orders may be cancelled by our system for various reasons. Some reasons are:

  • The item(s) are not available.
  • A duplicate order was placed.
  • We cannot ship to address provided.
  • We have difficulty in processing your payment information.

If your order is cancelled, you will receive a notice regarding your order via e-mail which will explain the reason for the cancellation. You will not be billed for any cancelled items.

Sales Taxes

Pacific Whale Foundation Ocean Store collects sales/excise tax in Hawaii only at this time. Tax is not collected on shipping and handling charges on all shipments outside the state of Hawaii.

Shipping and Handling

Most purchases are shipped by USPS from our Ma’alaea store within 5 days from receipt of order. Please allow up to 10 business days for delivery of most items. If you have any questions please feel free to call (808) 856-8327 between the hours of 8am and 4pm Hawaiian Standard time.

Here are the shipping and handling rates that will be added to your order.





Order Amount Shipping and Handling  
  USA Canada/Mexico All other countries
 0 - 10.00   $6.95  $14.50  $16.74
 10.01 - 20.00   $7.95  $15.62  $17.86
 20.01 - 30.00   $9.95  $16.74  $23.46
 30.01 - 40.00   $11.95  $24.58  $40.26
 40.01 - 60.00   $12.95  $32.42  $52.58
 60.01 - 75.00   $13.95  $34.66  $57.06
 75.01 - 150.00   $15.95  $41.38  $67.14
 150.01 - 175.00   $18.95 call call
 175.01 -200.00   $22.95 call call
 200.01 - 250.00   $27.95 call call
 over $250.00   $32.95 call call

International Orders

Ocean Store can ship to international customers. Some products are available only to certain destinations while others are available worldwide.

Call us toll-free at (808) 856-8327 to place orders that will be shipped overseas. Note that you may incur a customs duty fee when products cross the border into your country; the duty fee is the responsibility of the customer. Please check with your customs agency for regulations.

Backorders

If one or more items in your order are currently unavailable for shipment, you will be notified via e-mail when the item(s) become available.

Ordering Via Phone

If you prefer to order by phone, please call us at (808) 856-8327 between 8am and 4pm Hawaii Time.

Email Us

We are always happy to help you if you have any questions or need assistance. Please email us at oceanstore@pacificwhale.org.

Shop at our Ocean Store and make a difference.

Pacific Whale Foundation’s mission is to protect our oceans through science and advocacy. 100% of the profits from Pacific Whale Foundation's Ocean Store go to supporting research, education and conservation programs on behalf of whales, dolphins and the ocean environment.