Returns
You have 14 days from the date your order is delivered (or picked up) to request a return. Please contact us before sending anything back so we can approve the return and give you instructions.
How to start a return
- Call or text (808) 312-4895, or email info@paradisecitytrading.com, within 14 days of delivery. Include your order number and the items you want to return.
- Once we approve the return, send the items back to: Paradise City Trading, 2020 Auiki St, Bldg C, Honolulu, HI 96819. Please do not send returns to our PO Box, because couriers cannot deliver to it.
- Oahu customers can also drop approved returns at our warehouse, Monday to Friday, 9 AM to 4 PM.
What can be returned
Items must be unused, unopened, in the original packaging and in the same condition you received them. Please include a receipt, invoice or order number. Do not send products back to the manufacturer.
What cannot be returned
- Food and other perishable goods
- Hazardous materials and flammable liquids or gases
- Special-order, custom-printed or made-to-order items
- Cases or packs that have been opened, partly used or are not in resalable condition
- Items damaged after delivery
- Gift cards
Damaged, defective or incorrect items
If your order arrives damaged or defective, or we sent the wrong item, please tell us within 5 business days of delivery. Email or text photos of the items and the packaging, with your order number. If the mistake is ours, we will replace the item or refund you, and we will cover the shipping to return it if we ask for it back.
Restocking fee
Approved returns that are not due to our error are subject to a 15% restocking fee, which is deducted from your refund or account credit. There is no restocking fee when we sent the wrong item or the item arrived damaged or defective.
Refunds
When we receive and inspect your return, we will email you to let you know whether the refund is approved. Approved refunds, less any restocking fee, go back to your original payment method within 5 to 10 business days. If you do not see it after that, check with your bank or card company first, then contact us at info@paradisecitytrading.com.
Business accounts that buy on terms receive an account credit for approved returns unless we agree otherwise.
Exchanges
We replace items that are defective or damaged, or that we sent by mistake. For any other exchange, contact us first. The restocking fee above applies unless the exchange is for our error.
Return shipping
For approved returns that are not our error, you are responsible for the cost of shipping the items back. Shipping charges on your original order are not refunded. If you are returning an item worth more than $75, we recommend using a trackable shipping service or insurance, because we cannot guarantee we will receive your return.
Questions about a return? Call or text (808) 312-4895 or email info@paradisecitytrading.com.
