General
What are your customer service hours?
Our customer service hours are 9 am - 6 pm PST Monday - Friday. Appointments can be made Saturday and Sunday. We strive to respond to all questions/concerns within 72 hours.
Why should I sign up for the emails?
With emails you are able to find out what's new with HHH as well as find out about future promotions before anyone else. We let those who subscribe via email gain access to our new strands before they are announced anywhere else. That is why many of our strands tend to be sold out.
Strands
I see multiple strands on the picture, does this strand come with the strands that are pictured on the site?
No, most strands come with only one strand unless otherwise stated in the strand description.
Forms Of Payment
Must I log in to PayPal or have a PayPal account to make a purchase?
No, you do not need to log in or create an account with PayPal to make a purchase. You can check out as a guest via the PayPal Portal using your card information.
Ordering
How do I know if my order has been placed?
You will receive an order confirmation notice to the email address you provided along with a receipt. Be sure to check your spam folder as well for an order confirmation.
Also, please make sure you enter your correct email address. Any misspelling can affect whether you receive an email confirmation.
I've just placed my order, can I change it?
Not at this time. If you placed an order and would like to add an item, you will have to place another order.
Shipping
How do I track my order?
Once your order is ready to be shipped, you will be emailed a United States Postal Service (USPS) tracking number at which point you will be able to keep track of your order.
When can I expect my shipment to arrive?
Orders generally ship 10 business days after purchase. Your order will ship out using the delivery choice you choose at checkout. We ship via USPS.
****Be prepared for delays of an additional 3-4 business days. Our fulfillment times are longer than usual. We are grappling of current events and we're seeing delays in our production team and our supply chain, including supply distributors and shipping carriers.
Pre-orders will ship according to their ship date listed in the product description.
If you placed a waistbeads order with a pre-order your wasitbeads may ship separately from or with your pre-order on the shipping date of the pre-order.
For Domestic Orders
USPS First Class Mail: 3-5 Business days
USPS Priority Mail: 2-4 Business days
USPS Priority+Rush: 1-2 Business Days
For International Orders
USPS Priority Mail: 5 - 12 business days
If you qualify for free shipping (for domestic orders only), all orders will be shipped USPS Priority Mail.
Where do we ship?
We ship all over the world.
I have not received my order even though the tracking says shipped. What do I do now?
Once the item has been shipped, it is no longer in our hands. You will need to contact USPS with the tracking number provided to gain more information. If signature confirmation shows that it was signed for, you will need to contact USPS.
My order says delivered but I didn't receive my package. What do I do now?
Hana's Healing House is not responsible for missing or lost packages. You will need to contact USPS to file a claim.
I need the item reshipped. I accidentally gave the wrong shipping address.
If you provided the wrong shipping address and need the item reshipped to you, you will be sent an additional invoice, with a new shipping cost, to have the item reshipped.
Do I need to sign for my packages?
No.
Do you ship to P.O. Box + APO addresses?
Yes we do ship to P.O. Box + APO addresses.
Will I be charged customs and import duties?
Please note that Hana's Healing House ships all international packages "Delivery Duties Unpaid." This means that all customs, duties, taxes, and brokerage fees are not charged by Hana's Healing House and are the responsibility of the customer at the time of delivery. If the customer fails to pay these fees and the package is returned to Hana's Healing House, we will not resend your package.
Wrong address. I accidentally gave you the wrong address...what now?
We ship to the address provided. If you paid with PayPal and have a wrong shipping address on file with them, you will need to contact them and make sure that your address is updated with them before we can ship out to that address or it will be shipped out to the address provided within PayPal. We only ship to the address provided within PayPal.
Returns/Exchanges
What is your return policy for domestic/international physical products?
ALL SALES ARE FINAL.
What is your cancellation policy for classes, events, spa parties or group bookings with HHH?
ALL TRANSACTIONS ARE FINAL.
We DO NOT offer refunds for any reason. We offer 100% store credit on all transactions (subject to approval).
"It's not the color I was expecting"
We do our best to display unaltered photos of our strands. Monitor display vs. in-person color may vary slightly.
What is your exchange policy for product orders?
We are unable to process exchanges at this time.