Q & A
Question: What measures can I take against the virus?
Answer: Please follow government instructions and medical guidelines. Our common-sense recommendations include to wash your hands with soap and water for twenty seconds, use alcohol-based solution on your hands (and face if you had no mask in public), wipe surfaces to handle your food with at least 70% alcohol, eat well, take extra vitamin C (including citrus fruits), watch plenty of comedies, read books that make you happy, talk to positive people, dramatically reduce your time watching news, listen to good music and get lots of sleep to give a significant boost to your immune system. And, of course, stay home, work from home as much as possible, reduce your communication to phone and apps and follow the social distance rules if you have to go outside - that is two arm spreads between people. Always use a multi-layer mask in public for protection. Some doctors recommend dipping your mask in an alcoloidal silver solution and letting it dry before wearing the mask. Avoid touching your nose, eyes and mouth with your hands. In general, according to TV news sources, the virus stays in the air for three hours, on hard plastic and metal surfaces - for three days, on cardboard boxes - for 24 hours. Keep in mind that traditional antibacterial wipes do not work against the virus unless they contain alcohol. Be sure to check ingredients.
Use gloves when handling mail or leave your parcel alone for 24 hours before unpacking. Use gloves unpacking your groceries and wipe all containers with alcohol or peroxide before putting them into a fridge. Or, leave your groceries alone for at least 24 hours (or three days for plastic containers). In case you have not heard, a medication has been found but all of the highest precautions are still in place.
Note: These statements have not been evaluated by FDA or any other governmental entity and may be inaccurate although some of them were broadcasted on TV. It is your responsibility to contact your doctor and double-check any information you read or hear online or in media.
We take extra care to package your items safely and seal most of them including closing up the box corners with tape. All of our packing materials are from the safe days.
Please note that most food products are on backorder at the moment. Be well and stay strong.
Question: What does the Waitlist mean?
Answer: Waitlist (Special Order or Backorder) next to your item title means that the product is currently on backorder and is expected to ship within an approximate time frame given in an item description. The actual wait time may change as we restock on your items. You are free to make changes or cancel the order by responding to your order confirmation email or by emailing us (see Contact link below). Phone cancellations are not accepted. We highly recommend that you leave a comment during checkout about an alternate flavor or scent to speed up your order, especially for the ever popular Cook Kwee's Maui Cookies or Royal Hawaiian Perfumes.
Question: How do I find my purchase on my statement?
Answer: You will find your purchase transaction on your statement shown as "Aloha Dream Kitchen," PP*ALOHADREAMKITCHEN or AlohaDreamK. It may look shorter in online banking records as compared to a paper statement because of abbreviation. If your purchase was confirmed or authorized but not yet processed (not yet a sale), it will not show up on your paper statement at all until we process the sale.
Question: Why do I see PP*ALOHADREAMKITCHEN 402-935-2244, HI 96819 record on my statement?
Answer: Once your order processed and ready to ship (or, your PayPal backorder or international order is charged in advance to reserve a requested quantity to restock), you will see such a record on your bank statement next to your purchase amount. PP*ALOHADREAMKITCHEN is our merchant ID. It may appear as Aloha Dream Kitchen. 402-935-2244 is PayPal's number for our billing service. Rest assured that it was us processing your Aloha Dream Kitchen purchase. If you have an order question, please contact us directly (see Contact link at the bottom of all pages) and not PayPal as they will have a very limited information about your order if any unless they request it. HI means Hawaii and is our business location. 96819 is our office zip code.
Question: What do the right and left side of my order page mean?
Answer: If you take a look at the order page (also known as Order Confirmation link) through the link in email, the right side is your receipt. It shows the original order info with item description, pricing and whether it is waitlisted (backordered) as of an order date. The actual waitlist time frame may differ while the products are being restocked. The left side shows a shipping status on top and your tracking number as it becomes available. "Will ship in 24 hours" means that your parcel is about to be taken to the Post Office.
Question: How do I cancel my order?
Answer: If you wish to cancel, please respond to your order confirmation email or email us (see Contact link below) at least 24 hours before your package is shipped. The subject line must say Cancel. Phone cancellations are not accepted. Please allow five-seven business days for your refund to process and get reflected on your statement. If your backorder was placed 30 calendar days ago or more before you cancelled it, you will receive a refund in a form of a store credit to use on any item in our store, since our system erases payment information after one month for security reasons. A credit code we email you has an expiration date but may be easily extended by emailing us or leaving a note in comments during checkout with a request to extend. Our store will apply a coupon code to your subtotal only. To apply any remaining credit amount to shipping and tax, please make a comment in checkout and we will apply it manually.
Question: How do I return or exchange my order or a portion of my order?
Answer: You may return your order or a certain item in its original packaging with postage prepaid to our mailing address (see Contact link below). Please package well. Keep in mind that shipping and handling charges are non-refundable. If you exchange for an item of a different value, we will adjust your order total accordingly. We ship domestic exchanges at our expense via standard mail (one exchange per order). Additional exchanges will incur shipping charges.
Question: I called and left a message. Why my call did not get picked up?
Answer: For safety of your information, we do not use a phone at this time. Currently, our phone number is a voice mail only. Your voice message may take a while to be heard. All communication is done via email. We will respond by email with an order status or to address your question. Please reference your order number found in a confirmation email, call from the phone number you entered for your order and do not block your caller ID when calling, so we can find your order easier. For faster service, use email (check the Contact Us section to the left or simply respond to your order confirmation email). Or, use Facebook Messenger (find a round blue button with a white lightening on all pages and on the left side of the Shopping Cart page). We apologize for any inconvenience.
Please do not email or communicate on a phone your full card number as all emails and phone calls (and even text messages) can be easily intercepted these days. A much safer way is to enter your card information on our secured and properly encrypted Checkout page.
Safety Tips for Modern Computer and Mobile Users: Be sure to keep all your devices updated (with the latest operating system and recent patches) and regularly scanned with antivirus. Avoid using free wi-fi or free hotspots for banking or ordering. Do not leave your home wi-fi unsecured (without a strong password that you frequently change). Add _optout to the end of your network name to prevent sharing your home wi-fi with all your phone contacts without your knowledge or permission. If those people have a Windows phone, they are considered your trusted friends and may receive a full access to all your devices and files through your home wi-fi while sitting in a car nearby, for example. Remove unnecessary or not-well-known contacts from your phone and keep them in a paper phone book instead. Block unknown friend requests on Skype instead of ignoring them since they may end up in your phone's contacts upon each software update. A use of smart plugs, switches, lights, wi-fi speakers and other smart home devices on unsecured home network may be unsafe opening access to all your other devices connected to this network. Avoid storing any financial information on your phone or in your email. Always use an RFID sleeve for your credit cards, hotel keys, your passport and driver's license if they have an embedded chip. All chips emit a signal that can be seen on devices. If you leave your cards at home, store them in a special RFID wallet or sleeve.
Question:Why am I unable to checkout?
Answer: Be sure to enable cookies and script for yahoo.net in your browser's settings (for Settings, you may usually click on a three-vertical-lines icon or a wheel icon in a corner of your screen). Cookies and script ensure safety of your information online to allow a fully compliant, state-of-the-art industry encryption once you hit the Submit button. You may also need to enable cookies from hawaii-gourmet-shopping.com.
For respective privacy policies, please see the side menu on most pages. Iin a nutshell, we are never sharing any of your information with anyone other than to facilitate order verification and processing or to comply with a court order.
Double check that you filled out all required fields including CVV (unless using PayPal), your order total is $10 or more, and your email address is entered correctly (above Comments filed). If you are still unable to checkout, please try a different browser and let us know. Make sure to have one of the latest versions of the browser installed.
Question: I believe that my email did not go through. What do I do?
Answer: Please resend from another address and do not attach any files. Be sure to use the email address shown on our web site or respond to your confirmation email. You may also contact us via Facebook Messenger (see a blue round button on all pages) or send a feedback by clicking an orange corner button on Contact Us page. As for our phone number, it is a voice mail only and may take a while to be heard. Email or messenger are the fastest ways of communication. Please see the bottom of your confirmation email, any other email from us or check Contact Us or Info sections (http://www.hawaii-gourmet-shopping.com/contactform.html) for contact information.
Question: How do I order by snail mail? I have no Internet at home.
Answer: To mail your order, please print our Order Form. See details in Section 14 of our Important Info (Terms). We recommend that you enter an email for order updates. A friend's email will do unless you do not want to be bothered in case of a delay. Or,
please provide a phone number for such situations.
Question: Can you gift wrap?
Answer: Yes, we love gift wrapping. Most of our items like perfumes and coffee come in lovely plastic gift baggies. You may also request to gift wrap your products for a flat fee or add colorful tissue paper. See the Gift Wrap option during checkout
Question: Is it possible to remove my name from the gift package to make it a surprise?
Answer: Absolutely. Please make a note in comments during checkout that you want your package to arrive as a surprise for your recipient and do not show your name on the box. Keep in mind that the order slip inside the package will not show your name either. Please be sure to notify the gift recipient about this parcel to avoid it from being rejected. Normally, we include a sender's name on the label right under or next to the recipient's name.
Question: Is it possible to mail my package in a blank or brown box? I do not want anyone to guess what is inside.
Answer: Certainly. Our packages are usually blank or may show the postal carrier logo. A box will not suggest what is inside. Please make a note during checkout if this is very important for you. The label on a package will have our company name Lanawiliama, Inc.
And do not worry. We know that many guys love using heavenly island perfumes in a bathroom or before going to sleep. There is nothing wrong with that but we understand. And we fully respect your privacy. In Hawaii, some men wear tropical floral perfumes in public as if wearing a flower lei. Plumeria is the most gender neutral scent.
Question: How do I get your catalog?
Answer: We do not send catalogs at this time. Sorry for any inconvenience. Please use Sign Up link to subscribe to our occasional newsletters or postcards. If you wish to mail your order, please print our Order Form. See details in Section 14 of our Important Info (Terms).
Question: What if my question is not answered here?
Answer: Please look at the Important Info (or Terms) section to the left (or at the bottom of your screen on a smart phone) as we covered most important and frequently asked topics there. Or, see Contact link at the bottom of most pages for our contact info. Email is preferred.