FAQ
About the Store
What is your privacy policy?
Our Privacy Policy can be found HERE.
Where is your physical store located?
We have two brick and mortar retail shops, one is located on the Big Island in the historic town of Kailua-Kona. The other is located in Waikiki, at the International Market Place.
Where does the Koa you use come from?
Most of our products are made from Koa harvested on our ranch as part of the conservation efforts to bring back the forest. In some cases, we can't prepare the wood in the proper form needed to produce certain products (e.g. watches), so we source the wood in the form we need from neighboring providers. All Koa wood is Hawaii sourced and taken from dead or fallen trees.
Koa Wood Product
How do I care for my Koa wood bowl or Koa wood Hawaiian art piece?
Caring for your wood bowl or handcraft Koa wood Hawaiian art piece is relatively easy. Use a dry cloth to dust. Periodically you should polish with beeswax (available at most hardware stores including Lowes and Home Depot) to revive the shine and more importantly keep the wood from drying out. I usually polish my wood products annually (more so if you live in a hot dry climate zone.)
You do not want to introduce water or moisture to your wood piece. Do NOT place in the dishwasher. If you're caring for a wine stopper, remember to screw off the top and wash the chrome plug separately. Wine stem glasses should be hand washed and you should avoid wetting the stem.
For more detailed information on caring for Koa wood click HERE!
Returns and Exchange Policy
What is the return and refund policy?
If you’re looking to return or exchange your order for whatever reason, we're here to help! We offer returns or exchanges within 30 days of receiving your order. You can return your product for store credit, a different product, or a refund to the original payment method.
Please note the following exceptions to our return and exchange policy:
- Returned items must be original selling condition, no visible signs of wear, use or damage.
To initiate a return or exchange, please complete the following steps:
- Email us at info@koawoodranch.com to alert us of any issues so we can help resolve the problem.
- If the item needs to be returned, please ship the item to:
KoaWood Ranch
P.O. Box 371
Paauilo, Hawaii 96776
My ring size doesn't fit, how to I exchange for a different size?
We want you be happy with your ring purchase, so we will happily exchange the ring for a re-size if your originally sized order doesn't fit. We will provide return postage to easily process your ring exchange.
To initiate the ring exchange, please complete the following steps:
- Email us at info@koawoodranch.com with your request to exchange for another size within 30 days of receiving your order.
- Within 24 hours of receiving your request we will send you a return postage.
- Using the original packaging, ship the ring back to us.
- Once we receive the ring we will process the exchange. Your new size will be shipped back to you within 24 hours.
Please ship ring size exchanges to:
KoaWood Ranch
P.O. Box 371
Paauilo, Hawaii 96776
About the Ranch
Where is the KoaWood Ranch and Koa conservation located?
The actual ranch is located on the Hamakua coast of Hawaii's Big Island, KoaWood Ranch sits on the Mauna Kea overlooking the Pacific Ocean. It is located within the historic Kukaiau Ranch in Paauilo.
Do you host visitors or tours at the ranch site?
Unfortunately we do not yet have the infrastructure to accommodate visitors and offer tours. However, as the operation continues to grow and develop, we hope to do so. If you're interested, sign up for our newsletter and I promise you'll be the first to know about it.
Shipping
Our aim is to offer you the best value in shipping cost and delivery time.
We use USPS for all online purchases. We will pack and prepare your shipment within 48 hours of receiving your order. Once your package is packed and a shipping label is produced, you will receive an email confirming that your order has been shipped and USPS tracking number for your convenience.
Barring any unforeseen delivery issues, USPS shipments usually takes between 4 and 5 days to arrive at their destination.
My order hasn't arrived.
Check your order confirmation email for the tracking number. If that doesn't work, send us an email, tell us what you ordered and your order number, and we'll help you out.
