Shipping & Claims
🌋✈️ Shipping Schedule
To help your order arrive fresh and avoid sitting over the weekend, we follow a specific shipping window:
🗽 East Coast: Orders ship Mon or Tues (2-3 days)
🌅 West Coast: Orders ship Mon, Tues, or Wed (1-2 days)
⚠️ Hold for Pickup at FedEx
If you will not be at the shipping address to receive your orchid, or if there is no shaded, protected area where the package can be safely left, we suggest using Hold for Pickup at a local FedEx Ship Center or eligible FedEx pickup location.
To use this option, please find your preferred FedEx pickup location and enter that location’s address as your shipping address at checkout.
You can find nearby FedEx Hold at Location options here:
🗓️ Order Deadlines
Please place your order by Wednesday to be included in the following week’s shipment.
While we strive to accommodate last-minute requests whenever possible, fulfillment depends on our current schedule.
🕒 Office Hours
We are available Monday–Thursday, 8:00 AM – 3:00 PM HST
Sorry, as working farm with limited resources, we do not allow drop-in retail visitors.
📋 Claims and Refunds
🌿 If a Bud or Spike Breaks
We successfully ship orchids in bud, spike, and bloom over 99% of the time, but rare damage can still happen in transit. If your orchid arrives with a damaged bud or spike, we’re sorry for the disappointment. We understand how frustrating it is to open the box expecting flowers and find one damaged.
🧑 Hand-Packed With Care
Every orchid is hand-packed by the growers who have cared for it for years. Each plant is inspected, secured, and packed with care before it ever leaves our farm.
Once a package is in transit, carrier handling, temperature swings, vibration, or delays can sometimes affect fragile buds, flowers, or spikes — even with the most careful packing.
✂️ What to Do Next
The good news is that the plant itself is almost always still healthy and fully capable of reblooming.
Carefully cut the broken or damaged spike with sterile scissors or pruners. This helps the plant redirect its energy into healthy new growth and future blooms.
📸 To File a Claim
- Contact us at aloha@kalapana.farm within 24 hours of delivery.
- Include clear photos of the damage, the full plant, the packaging, and the shipping box.
💳 Credit Policy
Because the mature plant remains healthy and valuable, we do not offer returns, full refunds, or replacement plants for broken buds or spikes. However, we do want to make it right.
For approved claims, we may issue a partial credit of up to 30% of the plant’s purchase price, excluding shipping.
Shipping costs are non-refundable because they are paid to the carrier and already incurred once the package leaves our farm.
We will always work to be fair, weighing both your disappointment and the years of care that went into growing the plant.
📦 If the Box Arrives Damaged
If your shipping box arrives crushed or damaged and the orchid inside is also damaged, please take photos of the box, packaging, shipping label, and plant before unpacking further or discarding anything.
We will use those photos to file a claim with the carrier on your behalf. If the carrier approves the claim, we will issue the applicable refund or credit based on the approved claim amount and the condition of the plant.
Carrier claims are not guaranteed, despite being insured, so please document the damage clearly and contact us at aloha@kalapana.farm within 24 hours of delivery.