Shipping policy

 

Thank you for ordering from our family. We carefully prepare every eligible piece before it begins its journey to you.

ORDER PROCESSING

Orders require time for verification, careful inspection, preparation and packaging.

Your estimated processing and delivery time will be shown during checkout or included in your order confirmation. Orders placed during weekends, public holidays or periods of exceptional demand may require additional processing time.

DELIVERY TO THE UNITED STATES

We offer free tracked standard shipping on eligible orders to the United States.

Any available shipping options, estimated delivery times and applicable charges will be displayed during checkout before payment.

Delivery estimates begin after an order has been processed and handed to the carrier. They are estimates rather than guaranteed delivery dates.

ORDER TRACKING

When tracking is available, you will receive a shipping confirmation email containing your tracking information.

Please allow a short period for the carrier’s tracking system to update after receiving your confirmation. In some cases, tracking will not show movement immediately.

If your tracking has not updated for several working days, contact Vaea at info@poehitu.com with your order number.

SHIPPING ADDRESSES

Customers are responsible for providing a complete and accurate shipping address during checkout.

Please carefully check:

• The recipient’s full name
• Street name and house or apartment number
• City, state and ZIP code
• Email address and telephone number

If you notice an error, contact us as quickly as possible. We cannot guarantee that an address can be changed once an order has entered processing or has been shipped.

We are not responsible for delays or losses caused by incomplete or incorrect address information supplied by the customer. Additional shipping costs may apply if an order must be sent again.

DELIVERY DELAYS

Although we work with tracked shipping services, delays may occasionally occur due to customs procedures, severe weather, carrier disruptions, public holidays, remote destinations or other circumstances outside our control.

A delay does not automatically mean that a parcel has been lost. If your order is taking longer than expected, contact us so we can review the available tracking information with you.

DELIVERED BUT NOT RECEIVED

If tracking shows that your package has been delivered but you cannot locate it, please:

• Check around the delivery location
• Ask other members of your household
• Check with neighbors or building management
• Contact the carrier responsible for the final delivery

If the package still cannot be found, contact us promptly at info@poehitu.com. We will help review the available delivery information, but we cannot guarantee reimbursement when a carrier has provided valid proof of delivery.

LOST OR DAMAGED PARCELS

If your parcel arrives visibly damaged, photograph the outer packaging before opening it. Please also photograph the product and all packaging materials.

Report damaged, missing or incorrect items to info@poehitu.com as soon as possible. Include your order number, a clear description of the issue and supporting photographs.

If tracking has not updated for an extended period or a carrier confirms that a parcel has been lost, contact us so we can investigate and determine the appropriate solution.

CUSTOMS, DUTIES AND TAXES

International orders may be subject to import duties, taxes or customs processing fees imposed by the destination country.

Unless expressly stated during checkout, these charges are not included in the product price or shipping cost and remain the customer’s responsibility. Poe Hitu does not control customs decisions or the amount of any applicable charges.

SEPARATE SHIPMENTS

Items from the same order may occasionally arrive in separate parcels. When this happens, additional tracking information may be provided.

Receiving one parcel does not necessarily mean that the remainder of your order is missing.

ORDER CANCELLATIONS

Contact us immediately if you wish to cancel an order.

We will try to help, but cancellation cannot be guaranteed once an order has entered processing or has been transferred to the carrier. Once shipped, the order must follow the conditions stated in our Return & Refund Policy.

RETURNS

Do not return an order to the address shown on your parcel or to our pearl farm without contacting us first.

Returns must be approved and sent according to the instructions provided by our family. Please review our Return & Refund Policy for eligibility requirements and complete instructions.

CONTACT

For shipping assistance, contact:

Vaea
Customer Service
Poe Hitu
Email: info@poehitu.com

Please include your full name and order number. We aim to respond within one to two working days.