About the Store

What is your privacy policy?

Our Privacy Policy can be found HERE.

Where are your physical stores located?

We have three brick and mortar retail shops, one is located on the Big Island in the historic town of Kailua-Kona. The other two are located in Honolulu, at the International Market Place and Ala Moana Center.

Where does the Koa you use come from?

Some 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.

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!

What are Your Warranties?

KoaWood Ranch Watch Warranty

What is Covered?

KoaWood Ranch warrants that this watch is free from defects in materials and workmanship under normal use for a period of one year from the date of original purchase. This warranty covers the watch movement, hands, and dial.

What is Not Covered?

This warranty does NOT cover:

• Damage caused by accident, misuse, neglect, or unauthorized repair.
• Damage resulting from normal wear and tear, including scratches, dents, case breakage or fading of the finish.
• Damage to the watch strap or bracelet.
• Water damage if the watch is not water-resistant or if the water resistance rating is exceeded.
• Batteries.
• Loss or theft of the watch.
• Consequential or incidental damages.

KoaWood Ranch Jewelry and Wood Product Warranty

What is Covered?

KoaWood Ranch warrants that jewelry and wood items are free from defects in materials and workmanship under normal use for a period of 90 days from the date of original purchase. This warranty covers:

• Metal Components: Defects in the metal components (excluding normal wear and tear).
• Inlays: Loss of inlays due to faulty settings (excluding damage due to impact or mishandling).
• Mechanical Components: Defects in the operation of a product.

What is Not Covered?

This warranty does not cover:

• Damage caused by accident, misuse, neglect, or unauthorized repair.
• Damage to resins as a result of excessive heat or chemical exposures. 
• Damage resulting from normal wear and tear, including scratches, dents, or natural changes in the appearance of the Koa wood.
• Loss or theft of the item.
• Consequential or incidental damages including scratches.
• Damage caused by exposure to chemicals, perfumes, or harsh cleaning agents.
• Damage caused by resizing or alteration of the item.
• Irregular grain patterns or coloration that inherent in the woodʻs organic nature.

How to Obtain Warranty Service?

To obtain warranty service, please return the item to any KoaWood Ranch store location along with the original purchase receipt. You can also contact our customer service team at info@koawoodranch.com

KoaWood Ranch will, at its option, repair or replace any item found to be defective under this warranty. If the exact model is not available, a watch of comparable value will be offered.

Shipping Costs

If the item must be shipped, the customer is responsible for the cost of shipping the product to KoaWood Ranch for warranty service. KoaWood Ranch will cover the cost of return shipping back to the customer.

Other Conditions

This warranty is non-transferable and applies only to the original purchaser. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.  

Disclaimer

KoaWood Ranch makes no other express warranties or guarantees. To the extent permitted by law, KoaWood Ranch disclaims all implied warranties, including any implied warranty of merchantability or fitness for a particular purpose.

Limitation of Liability  

KoaWood Ranch's liability under this warranty is limited to the repair or replacement of the watch. KoaWood Ranch shall not be liable for any other damages, including but not limited to consequential or incidental damages.

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:

For items purchased in one of our retail stores please:

1. Email us at info@koawoodranch.com to alert us of any issues so we can help resolve the problem.
2. If the item needs to be returned, please ship the item to:

KoaWood Ranch

P.O. Box 371

Paauilo, Hawaii 96776

To process items purchased online please CLICK HERE 

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 purchase doesn't fit.

For in-store purchased rings, please visit any store location for an exchange.

If you purchased your ring in-store and can no longer access the store (i.e. out of state) you can initiate the ring exchange by emailing us at info@koawoodranch.com with your request to exchange for another size within 30 days of your original purchase date. We do not cover shipping costs if you are out of state.

For online purchases, we will provide return postage to process your ring exchange. To start the exchange process please CLICK HERE

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.