Organized by topic, the following are answers to a number of FAQs. If you do not find your question or need additional information please contact our customer service Monday – Friday (HST) from 9AM – 6PM, Saturday 9AM – 3PM, by calling 1-808-245-6900 or you can email us.
When is my order processed?
All orders are processed the same day they are received. Your credit card is charged when your order is shipped. Delivery fees and taxes, if applicable, are charged as items are shipped. You will be given an order number and you can check the status of your order by email.
Why is there sales tax added when I purchase online?
Kilohana Lighting is required to charge Hawaii excise tax. This tax will automatically be charged on the merchandise and shipping and handling charges.
What credit cards are accept for purchase payments?
Kilohana Lighting accepts MasterCard, Visa, and Discover credit cards.
How do I reach a Customer Service Representative?
You may contact our customer service Monday – Saturday (HST) from 7AM – 6PM by calling 1-808-245-6900 or you can email us. You shall receive a response from us within 24-48 hours (HST).
Can I cancel my order?
You may cancel an order that has not been shipped, special ordered or customized. Any manufacturer cancellation fees will be your responsibility and will be deducted from any refund. Cancellations must be confirmed in writing or email by our returns department.
How are shipping costs calculated?
As a local Hawaiian business, Kilohana Lighting’s goal is to offer the best shipping rates possible within the State of Hawaii. Sometimes this isn’t always possible. If shipping fees are applicable, we will contact you. For more information, contact us by email.
When will I receive my order?
Our goal is to get you the best shipping options possible, with that in mind we continually negotiate with our supplers for the best terms. We have provided general shipping lead times below, however, these shipping estimates are not guaranteed. If you need your item’s shipping expedited, please contact us by email.
In stock items: Ships within 1 – 7 days from receipt of order
Non stock items: Ships within 4 – 8 weeks from receipt of order
Kilohana Lighting is not responsible for costs associated with shipment delays.
What happens if my items are on back order?
If you want to cancel your order due to the item being backordered, we suggest you contact our customer service department first to ensure accuracy of the shipment date before deciding to cancel. Some manufacturers have stated items are on back order but may have actually shipped them.
If the item you ordered is unavailable for an extended length of time, please accept our apologies for the delay, and we understand your desire to cancel. Since cancellations can be time-sensitive, we suggest contacting a customer service representative immediately at 1-808-245-6900.
Please note: some exclusions may apply to custom made, special orders, or non-returnable items.
An item I’ve ordered is on backorder and I do not want to wait for it. How can I cancel it?
To cancel any backordered item, call us at 1-808-245-6900 or send an email to us. Include your name, address and order confirmation number, if known, and the item you wish to cancel. If the item has not already been shipped to you, we will cancel it immediately. If it has already shipped, simply return the items that you do not want and we will credit your account for the items returned.
If my selection is cancelled, what happens?
We do our best to closely monitor inventory levels and keep the Kilohana Lighting Store Web site current, but sometimes, we receive multiple orders for items that are being discontinued and subsequently become permanently unavailable before we are able to remove those products from our site. When that happens, we will notify you that the item has been “cancelled” and may suggest an alternate product. Because we bill you as items are shipped, your credit card will not be charged for any items that are unavailable. If an item is discontinued, we may substitute merchandise of equal or better value. We will call you to inform you that a substitute item is available and will only ship it to you with your permission.
How do I check the status of my order or contact you if I have a question about my order?
If you have any question about your order, call us at 1-808-245-6900 or email us. Please include your name, address, and order number so that we may assist you quickly as possible.
Where does Kilohana ship?
Kilohana Lighting’s primary focus is to serve the state of Hawaii. We currently do not ship to the 48 contiguous states or international countries.
What are Kilohana’s Shipping Options?
Most items are delivered using standard delivery such as UPS. If there are any issues with delivery of your product, Kilohana Lighting will notify you either by contacting you directly or by email.
Returns and Replacements
What is the Return and Replacement Policy?
Kilohana Lighting strives to provide customers with the best customer experience and offers a convenient replacement and return policy. The customer must notify Kilohana Lighting, Inc. at 1-808-245-6900 or by email within 14 days of receipt of the product they wish to return. A customer service rep will contact you within 24-48 hurs and will then provide you with an RMA (return merchandise authorization) number and instructions how to return the item. Returns made without an RMA will not be accepted or processed.
We do our best to process your return quickly, please allow up to 30 days from receipt of the item for processing the refund.
We will notify you either by phone or email when your refund has been processed. If applicable, we only refund shipping costs if the return is a result of our error.
Credits will not be issued for products damaged during return shipment, and you will be responsible for filing a claim with the shipper. It is recommended to insure all return shipments and provide us with the tracking information.
All returns are credited in the original form of payment.
Returns on items that are stocked, offered and carried by Kilohana Lighting will be accepted as follows:
– The item must be resalable
– The item must not show any defects
– The item must show no signs of installation such as cut wires or scratches
– The item must include all its in box contents (installation parts and/or inbox accessories)
– The item must be in its original packaging
– The item’s packaging must be free of any writing, tape, rips, or other destruction
Items that are not stocked, offered and carried by Kilohana Lighting, Inc. are handled or processed as follows:
– Custom Products cannot be returned.
– Liquidation, Clearance, Broken Pack, or Open Box Items are all sold as FINAL SALE or AS IS and are Not eligible for returns or credits.
– Light bulbs are non-returnable unless defective.
– Special Orders for items not stocked or offered by Kilohana Lighting, Inc. will incur a 25% inventory stocking fee plus a $50 handling and processing fee.
Kilohana Lighting will replace damaged, defective, or broken items, free of charge, under the following conditions:
– The customer must notify Kilohana Lighting of the item’s defect within 48 hours of the receipt of the item during the weekday or within 72 hours during weekends.
– If you do not notify us about broken, damaged, or defective goods within the time parameters listed above, we cannot replace the item free of charge.
Can I return Custom Products?
Because of their custom nature, custom products cannot be returned.
Can I return a Special Orders?
Special Orders may incur an additional 25% restocking fee plus $50 handling and processing fee.
Can I return sale or Clearance Items?
Clearance items are Sold as final sale and not eligible for returns.
What is my item is damaged?
Please inspect your merchandise immediately upon delivery, and report any damage to Kilohana within 24 hours of receipt. Customer bears full responsibility for any damage not reported within this 24-hour period.
Kilohana Lighting recommends hiring a qualified electrician for the installation of your lighting fixtures. Kilohana Lighting is not responsible for any damages or defects due to faulty installations.
I have a question about a product. Who should I call for assistance?
Our friendly Customer Service Team has easy access to all our products at all times and will be happy to answer your questions. Contact us by email or call us at 1-808-245-6900.
I saw a product in but don’t see it on your Web site. Can I still order it?
We continually update our Web site. If you can’t find what your looking for, please contact us Contact us by email or call us at 1-808-245-6900 to see if we can help locate the product or provide an alternative product.
How often do you add new products to your Web site?
We add new products every month to the Web site. Visit our Web site often for the complete collection and the latest specials.
What is the Warranty Policy?
All lighting products are sold with a manufacturer warranty. The manufacturer warrants that products sold by dealers such as Kilohana will be free from defects in material and workmanship.
If a product does have a manufacturer defect, Kilohana Lighting’s obligation is limited to either replacement without charge or repair authorization from the manufacturer.
This warranty shall not apply to products that have been altered or improperly used. Notice of a manufacture defect must be received by Kilohana Lighting, Inc. within one (1) month from the data of purchase. After notifying Kilohana Lighting, Inc., the item must be received and/or inspected by a Kilohana Lighting, inc. representative. All light bulbs or like supplies are included as a convenience to the customer and are excluded from this warranty.
Kilohana Lighting recommends hiring a qualified electrician for installing all your lighting fixtures.