Customer Service

Ma'alaea Store: 300 Ma’alaea Road, # 100, Wailuku, HI 96793, USA

Phone: (808) 249-8977

 

Lahaina Store: 612 Front St, Lahaina, HI 96761, USA

Phone: (808) 667-7447

 

Ocean Store: www.pacificwhale.org

 

 

Shop With Us 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.

 

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 & 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 (800) 942-5311 ext.4 or at (808) 249-8911 ext.4 between the hours of 7 am and 5 pm Hawaiian time.

 

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

 

Order amount

Order amount	Shipping and Handling
	USA	Canada/Mexico	All other countries
0.00-10.00	5.95	12.95	14.95
10.01-20.00	6.95	13.95	15.95
20.01-30.00	8.95	14.95	20.95
30.01-40.00	10.95	21.95	35.95
40.01-60.00	11.95	28.95	46.95
60.01-75.00	12.95	30.95	50.95
75.01-150.00	15.95	36.95	59.95
150.01+	FS*	Call	Call

*free shipping

 

Pacific Whale Foundation's International Orders

 

Ocean Store can ship to international customers. Some products are available only to certain destinations while others are available worldwide. Please call us toll-free at (800) 942-5311 ext.4 or at (808) 249-8811 ext.4 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 free is the responsibility of the customer. Please check with your customs agency for regulations.

 

Ordering Via Phone

 

It’s easy and fast to order from our Ocean Store online at www.pacificwhale.org. If you should need assistance or prefer to order by phone, please call us toll-free at (800) 942-5311 ext. 4 between 7 am and 5 pm Hawaii Time. You may also call us at (808) 249-8811 ext. 4.

 

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.

 

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.

 

Email Us

 

We are always happy to help you if you have any questions or need assistance. Please email us at oceanstore@pacificwhale.org or call us toll-free at (800) 942-5311 ext. 4 between 7 am and 5 pm Hawaii Time. You may also call us at (808) 249-8811 ext. 4.