F A Q

ARE THERE ANY DELAYS DUE TO COVID-19?

WE HAVE EXPERIENCED SOME DELAYS WITH SHIPPING SERVICES THAT SLOW DOWN THE DELIVERY PROCESS.  THIS IS FRUSTRATINGLY OUT OF OUR HANDS AND NOTHING WE CAN EXPEDITE. BUT WE DO OUR BEST TO PACKAGE / PROCESS YOUR ORDERS ON OUR END AS QUICKLY AS POSSIBLE WITH HOPES THAT IT HELPS WITH DELIVERY SPEED. 

WHERE IS AOKAI LOCATED?

AOKAI IS LOCATED ON THE NORTH SHORE OF OAHU, HAWAII.

CAN I PICK UP AN ORDER?

WE DO NOT CURRENTLY OFFER IN-PERSON PICK UPS – SORRY! :(

HOW QUICKLY CAN I EXPECT MY ORDER TO BE PROCESSED?

WE NORMALLY PROCESS ORDERS WITHIN 3-5 BUSINESS DAYS BUT DURING HOLIDAY SEASON PLEASE ALLOW US UP TO 10 BUSINESS DAYS TO SEND OUT ORDERS.

HOW QUICKLY CAN I EXPECT MY ORDERS TO SHOW UP?

THIS VARIES BASED ON COUNTRY / LOCATION BUT TYPICALLY 2-8 BUSINESS DAYS FOR DOMESTIC ORDERS AND 5-15 BUSINESS DAYS OF INTERNATIONAL ORDERS. 

I ORDERED OVER 5 DAYS AGO AND HAVEN’T RECEIVED A STATUS UPDATE EMAIL, WHAT’S UP WITH THAT?

ORDERS ARE PROCESSED WITHIN 3-5 BUSINESS DAYS AND AS SOON AS THEY ARE PROCESSED YOU SHOULD RECEIVE AN EMAIL WITH SHIPPING DETAILS.  PLEASE CHECK THE SPAM / JUNK FOLDER OF THE EMAIL USED WHEN CHECKING OUT IF YOU DON’T SEE IT IN YOUR NORMAL INBOX.  IF YOU STILL DON’T SEE AN UPDATE FROM US, GO AHEAD AND REACH OUT TO US AT SUPPORT@AOKAISWIM.COM AND WE WILL BE HAPPY TO ASSIST YOU. (KEEP IN MIND, DURING THE HOLIDAY SEASON, IT CAN TAKE UP TO 10 BUSINESS DAYS TO SHIP OUT ORDERS.)

WHY IS SIGNATURE RECOMMENDED ON MY ORDER?

I THINK WE CAN ALL AGREE, LOST OR STOLEN ITEMS ARE THE WORST, THAT’S WHY WE ARE A BIG BELIEVER THAT SIGNATURE REQUIRED PACKAGES ARE THE BEST WAY TO MAKE SURE AOKAI ITEMS MAKE IT TO YOU SAFE AND SOUND :)

I WANT TO REMOVE THE SIGNATURE REQUIREMENT, CAN YOU HELP ME?

YES, WE CAN DEFINITELY HELP YOU AND CAN REMOVE THE SIGNATURE REQUIREMENT.  PLEASE LET US KNOW AS SOON AS THE ORDER IS PLACED BY EMAILING US AT SUPPORT@AOKAISWIM.COM AND WE CAN MAKE SURE TO ADD CUSTOM SHIPPING ADJUSTMENTS BEFORE THE ORDER IS PROCESSED.

*PLEASE KEEP IN MIND THAT WE ARE NOT RESPONSIBLE FOR ANY LOST, MISSING, OR STOLEN PACKAGES WHEN WE REMOVE THE SIGNATURE REQUIREMENT.

USPS ATTEMPTED DELIVERY AND NOW IT IS BEING SENT BACK TO AOKAI, WHAT CAN I DO?

OH NO! WE ARE SORRY THIS HAPPENED, PLEASE GO AHEAD AND CONTACT US AT SUPPORT@AOKAISWIM.COM AND WE CAN HAVE YOUR PACKAGE REDELIVERED TO YOU
*SHIPPING CHARGES WILL APPLY

FOR USPS: TO AVOID THIS ISSUE, WE SUGGEST SIGNING UP TO USPS DELIVERY UPDATES HERE.

WHAT SHIPPING SERVICE OPTIONS ARE THERE?

MANY DIFFERENT SHIPPING SERVICE OPTIONS ARE AVAILABLE WITH AOKAI! TO PICK A SPECIFIC SHIPPING SERVICE PLEASE EMAIL US AT SUPPORT@AOKAISWIM.COM – WE TYPICALLY SEND SIGNATURE REQUIRED PACKAGES VIA USPS.

I WAS TOLD I HAVE TO PAY EXTRA DUTY AND TAX FEES, WHAT IS THIS?

WE UNDERSTAND THE INCONVENIENCE OF THESE EXTRA FEES, AND WE APOLOGIZE!  UNFORTUNATELY THESE CHARGES ARE SET BY YOUR COUNTRY AND SOMETHING WE ARE UNABLE TO CHANGE.

*TO LEARN MORE ABOUT IMPORT DUTY AND TAX FEES: HTTP://WWW.DUTYCALCULATOR.COM  

I HAVE SENT AN EMAILED BUT HAVEN’T HEARD BACK, WHY AREN’T YOU RESPONDING?

WE APOLOGIZE FOR ANY DELAYS IN EMAIL RESPONSES.  WE TYPICALLY TYPE BACK WITHIN 3-5 BUSINESS DAYS BUT IF IT IS AN URGENT EMAIL PLEASE SUBJECT THE EMAIL WITH THE WORDS ‘URGENT’ AND WE WILL GET BACK TO YOU AS SOON AS POSSIBLE!

WHAT IS YOUR RETURN POLICY?

TO LEARN MORE ABOUT OUR RETURN POLICY, PLEASE CHECK OUT THE RETURN / EXCHANGES PAGE.

THE ITEM I WANT TO PURCHASE IS OUT OF STOCK, WHAT CAN I DO?

SOME OF OUR POPULAR SIZES / COLORS / STYLES GO OUT OF STOCK QUICKLY.  TO AVOID MISSING OUT ON A RESTOCK HEAD OVER TO THE PAGE OF THE ITEM YOU ARE WANTING AND ENTER YOUR EMAIL SO WE CAN EMAIL YOU WHEN WE RESTOCK IT!

WHEN DO YOU DO SALES OR OFFER DISCOUNT CODES?

OUR SOCIAL MEDIA AND EMAIL LIST ARE FIRST TO KNOW ABOUT ANY DISCOUNTS OR SALES.  AND OFTEN TIMES WE OFFER SPECIAL DISCOUNTS JUST FOR OUR AOKAI TEAM EMAIL LIST. SIGN UP TO OUR EMAIL LIST AT THE BOTTOM OF THE PAGE OR ON THE SIDE TAB AND FOLLOW OUR INSTAGRAM HERE.

I AM CONFUSED ON WHAT SIZE TO PURCHASE, WHAT SHOULD I DO?

ONLINE SHOPPING CAN BE TOUGH IN THIS WAY BUT WE SUGGEST GOING A SIZE BIGGER THAN SMALLER.  AND TO MAKE THIS PROCESS A BIT SIMPLER WE HAVE OUR MODEL INFORMATION ON ALL OF OUR PRODUCTS, MAKING IT A BIT EASIER TO UNDERSTAND SIZING. (BUT IF YOU'RE STILL CONFUSED, DON'T HESITATE TO SHOOT US AN EMAIL AT SUPPORT@AOKAISWIM.COM )

DO THE BIKINI TOPS HAVE PADDING?

MOST OF OUR TOPS OFFER A REMOVABLE PADDING.  WE SUGGEST YOU HEADING TO THE PAGE OF THE ITEM THAT YOU ARE INTERESTED IN AND IN THE PRODUCT DESCRIPTION, IT EXPLAINS IF THERE IS PADDING OR NOT.

HOW DO I TAKE CARE OF MY AOKAI SWIM / AOKAI JEWELRY?

GREAT QUESTION! WE MADE AN ENTIRE PAGE TO EXPLAIN THIS.  HEAD OVER TO THE CARE INSTRUCTIONS PAGE TO LEARN MORE!

 

**If you still have additional questions head over to the contact page and we would be happy to help :)