KoaWood Ranch Return & Exchange Policy

Aloha! If something isn't quite right with your order, we're here to help.

At a glance

- Start your request within 30 Days of delivery for online orders, or purchase for in-store orders.
- Once your request is approved, ship your item within 14 Days.
- Items must be unused, in the condition you received them, and in their original packaging.
- KoaWood Ranch Signature items carry a 20% restocking fee.
- Final sale items can't be returned or exchanged.

Eligibility

To be eligible, your item must be unused, in the same condition you received it, with all tags attached, and in its original packaging. Returns and exchanges are available for purchases from koawoodranch.com and our Hawaii stores, shipped to or from a US address.

Final sale items

Items marked **Final Sale** on the product page can't be returned or exchanged. When you start a request, they'll appear greyed out so you know they aren't eligible. These items include but are not limited to clearance and custom or engraved items.

KoaWood Ranch Signature items (handmade artist goods)

KoaWood Ranch Signature items are one-of-a-kind pieces handmade by our artists, including Koa bowls and vessels, Koa wood warrior weapons, Koa wood pens, and high-value artist pieces such as canoes and intricate handmade jewelry. Returns of Signature items include a 20% restocking fee, which covers cataloging, inspecting, and having the artist refurbish the piece before it's offered again.

For large or high-value pieces, such as canoes, we'll arrange insured shipping and send you instructions once your request is approved.

The fee is 20% of the price you paid, not including tax or shipping. For example, a Signature item bought on sale for $80 has a $16 restocking fee. This fee also applies to exchanges. For returns, it's deducted from your refund. For exchanges, we'll include it in an invoice for any balance, which is due before your replacement ships.

Return shipping

Once your request is approved, we'll email you a prepaid return label. The actual cost of the label is deducted from your refund, and original shipping charges aren't refundable. For exchanges, the label cost is included in an invoice before your replacement ships. Please use the label we send rather than shipping on your own, so your package can be matched to your order and tracked.

For returns from outside the US, please email support@koawoodranch.com before shipping anything.

Defective or incorrect items

If your item has a manufacturer defect or isn't what you ordered, let us know within 7 days of delivery (or purchase, for in-store orders) and include photos with your request. In these cases, we cover return shipping and no restocking fee applies.

Damaged in shipping

If your order arrived damaged in transit, we're so sorry. Please email us at support@koawoodranch.com within 7 days of delivery with your order number and photos of the item and packaging, and we'll help you from there. Please don't start a return request for shipping damage.

Lost or stolen packages

We rely on our carriers' tracking and delivery information. Once tracking shows your package as delivered, it's in your care, and we're unable to refund or replace packages that go missing from porches, mailboxes, or shared mail areas. We know how frustrating that is, and we're always happy to share your tracking details to support a claim with the carrier or a police report.

If tracking shows delivered but you can't find your package:

- Check around your home, with neighbors, and with your building's front desk or mailroom.
- Wait one business day, since carriers sometimes mark packages delivered a little early.
- Contact the carrier with your tracking number.
- Still missing? Email us at support@koawoodranch.com and we'll do what we can to help.

To keep your order safe, consider shipping to an address where someone can receive it, such as your workplace, or asking the carrier to hold it for pickup.

Size exchanges

We want everything to fit just right. If a sized item from a domestic online order or one of our Hawaii stores doesn't fit, such as a ring, bracelet, apparel, or sized decor, we'll happily exchange it for another size, and we cover the return shipping to us. The cost of shipping the new size to you is not included. Free return shipping applies only to items bought at full regular price. Items bought on sale, with a coupon code, or with any other discount can still be exchanged for another size, but the return label cost is included in an invoice that's due before your new size ships.

If you'd prefer a refund instead of a new size, our standard return terms apply, and the return shipping cost is deducted from your refund.

International customers: please double-check your size before ordering, as we're unable to cover international shipping for size exchanges.

Exchanges

When you request an exchange, you'll choose your replacement size or color of the same item right in the form. Your replacement ships once we've received and inspected your original item. Want a different item? Return it for store credit and shop for your new piece.

• If the replacement costs more, we'll email you an invoice for the difference. Your replacement ships once it's paid.
• If the replacement costs less, we'll refund the difference to your original payment method.
• If your replacement sells out before your return arrives, we'll reach out and offer a refund or store credit.

Inspection

Every return is inspected when it arrives. If an item doesn't meet the eligibility conditions above, we'll contact you, and the item will be mailed back to you at your cost. No refund or exchange is issued in that case.

Refunds

Once your return passes inspection, we'll process your refund within 2 business days, minus any restocking fee and return label cost. Refunds go to your original payment method, or store credit if you prefer. You'll receive an email when your refund is issued.

Banks and card companies can take 5–10 business days to post a refund. If you haven't seen yours after that, please check with your bank or card company first, then email us at support@koawoodranch.com and we'll look into it.

Gifts

Received a KoaWood Ranch item as a gift? Please email support@koawoodranch.com and we'll help you with your return or exchange.

In-store purchases

Purchases from our Hawaii stores and online orders can be returned or exchanged in person at any of our stores, or by mail using the process below. The same policy applies either way. For in-store purchases, use the receipt number printed near the bottom of your receipt (for example, #12-3456) to start your request. Don't have your receipt? Email us at support@koawoodranch.com, and we can look up your purchase using the date, store, and the last four digits of the card you paid with.

How to start a return or exchange

1. Go to returns.koawoodranch.com.
2. Enter your order number and the email address used for the order. For in-store purchases, enter your receipt number, order total, and purchase date.
3. Select the items you'd like to return or exchange. Final sale items appear greyed out.
4. Choose a return or an exchange. For an exchange, pick your new size or color.
5. Select a reason and add any notes. For defective or incorrect items, add at least one photo.
6. Click **Submit request**. You'll receive a confirmation email, and we'll review your request within 2 business days.
7. Once approved, you'll receive an email with your prepaid return label. Please ship your item within 14 days, or your request will expire.

Changed your mind? You can cancel your request any time until we email your return label. After that, please email us at support@koawoodranch.com.

If your request is declined and you have questions, please email us rather than submitting it again.

Questions? We're happy to help at support@koawoodranch.com.

Mahalo,
The KoaWood Ranch Team