Policy
Returns & damaged shipments.
Every Mahalo jar is made in small batches, freeze-dried at peak freshness, and hand-packed for you. Because of that, all sales are final — we don't accept standard returns or flavor-preference exchanges.
One exception: if your order arrives with visible damage, we'll make it right. File a claim within 14 days of delivery with a photo of the damaged box exterior and we'll review within two business days. Approved claims are replaced or refunded at our option.
What we need
- ✓ Your order number (it's in your confirmation email)
- ✓ The email you used to place the order
- ✓ A clear photo of the exterior of the damaged box — the outer shipping carton, not the jar
- ✓ A short note describing the damage
If the damage is severe (leaking jars, broken glass, etc.), please don't open the box further — a photo of the sealed box as it arrived is most useful for the shipping carrier's claim.
FAQ
- What if I ordered the wrong flavor?
- Because every jar is made-to-order in small batches, we can't accept flavor-preference returns or exchanges. Double-check the flavor notes on each product page before ordering, or email us if you're unsure which jar fits your palate.
- What if my jar arrived unsealed or spoiled?
- That's a damage claim — file one with a photo of the jar and the outer box. We'll replace any jar that arrived in unusable condition.
- How long do I have to file a claim?
- 14 days from delivery. After that, we can't process new damage claims because our shipping carriers won't honor them beyond that window.
- When will I hear back?
- Within two business days. Approved claims are refunded to the original payment method or replaced — your choice.