Shipping policy
SHIPPING POLICY
Thank you for shopping with Golden Hour Hawaii. We take great care in ensuring your jewelry is carefully packaged and shipped promptly so it arrives in perfect condition. Please read this policy carefully so you know what to expect.
1. DOMESTIC SHIPPING ONLY
Golden Hour Hawaii currently ships within the United States only. We are unable to process orders to international destinations at this time. We appreciate your understanding and hope to expand our shipping in the future.
Golden Hour Hawaii ships to:
- All 50 US states including Hawaii and Alaska
- US territories including Puerto Rico, Guam, and US Virgin Islands
- PO Boxes and military addresses (APO/FPO/DPO)
2. ORDER PROCESSING TIME
All orders are processed within 3 to 5 business days of payment confirmation. Business days are Monday through Friday, excluding Hawaii state and federal holidays.
Custom and personalized jewelry orders require additional production time of up to 7 business days before shipping, in addition to the standard processing window. Total time from order to shipment for custom pieces may be up to 2 weeks.
You will receive a shipping confirmation email with your tracking number once your order has been dispatched. If you have not received a shipping confirmation after 7 business days, please contact us at aloha@goldenhourhawaii.co.
3. SHIPPING CARRIER
All orders are shipped exclusively via the United States Postal Service (USPS). We do not ship via UPS, FedEx, or any other private carrier.
4. DOMESTIC SHIPPING
Domestic orders are shipped via USPS Ground Advantage or USPS Priority Mail depending on package weight and destination. Shipping costs are calculated at checkout based on the weight of your order and your delivery address.
Estimated domestic delivery times after dispatch:
- USPS Ground Advantage: 2–5 business days
- USPS Priority Mail: 1–3 business days
Please note that orders shipped from Hawaii may take additional transit time as packages are transported by boat between Hawaii and the US mainland. During this ocean transit, tracking updates may not be visible for up to 14 days. This is completely normal and does not mean your package is lost.
Our recommendation: If you are located on the US mainland, we strongly recommend selecting USPS Priority Mail at checkout. Priority Mail significantly reduces transit time and provides more frequent tracking updates, ensuring your piece reaches you faster and with greater visibility throughout the journey.
All delivery times are estimates provided by USPS and are not guaranteed. Golden Hour Hawaii is not responsible for delays caused by USPS, weather, natural disasters, major events, or other circumstances outside our control.
5. ORDER TRACKING
All orders include USPS tracking. You will receive a shipping confirmation email containing your tracking number once your order has been dispatched. You can track your package directly at usps.com.
Please allow up to 24 hours after receiving your tracking number for USPS to update the tracking information in their system.
6. INCORRECT SHIPPING ADDRESS
It is the customer's responsibility to provide a complete and accurate shipping address at checkout. Golden Hour Hawaii is not responsible for orders shipped to an incorrect address provided by the customer.
If you realize you have entered an incorrect address, please contact us immediately at aloha@goldenhourhawaii.co. We will do our best to update the address before dispatch, but we cannot guarantee changes can be made once an order has been processed.
Orders returned to us due to an incorrect or incomplete address will be held for 14 days. The customer will be responsible for the cost of reshipping. After 14 days, unclaimed packages will not be eligible for a refund.
7. LOST, STOLEN, DAMAGED, OR VISIBLY DAMAGED PACKAGES
Once your order has been handed to USPS and delivery is confirmed by USPS tracking, risk of loss passes to you. Golden Hour Hawaii is not responsible for packages that are lost, stolen, or damaged after the carrier has confirmed delivery.
If your package arrives with visibly damaged outer packaging:
Our packaging is specifically designed and approved for mailing. Any damage to the outer packaging that occurs during transit is the sole responsibility of USPS and is outside of Golden Hour Hawaii's control. If your package arrives damaged, please follow these steps immediately:
- Do not discard the original packaging — USPS may require the damaged box and all contents for inspection as part of their claims process
- Take photos immediately of the damaged outer packaging and the contents inside before removing anything
- File a damage claim directly with USPS at usps.com/help/claims.htm — damage claims must be filed promptly
- Contact us at aloha@goldenhourhawaii.co with your photos and order number and we will do our best to assist you through the process
If USPS tracking shows "Delivered" but you have not received your package:
- Check with all household members, neighbors, and your building manager or leasing office, as packages are sometimes left in a secure or alternate location
- Wait 24–48 hours, as USPS occasionally marks packages as delivered slightly before they arrive
- Contact your local post office directly with your tracking number — they can open an investigation and are sometimes able to locate the package
- File a Missing Mail claim with USPS at usps.com/help/missing-mail.htm
Once USPS has confirmed delivery, Golden Hour Hawaii will not issue a replacement item or refund for the order. We encourage customers to work directly with USPS, as they may be able to locate or provide compensation for the package through their claims process.
If your package appears lost in transit (not yet showing as delivered):
- Contact USPS directly with your tracking number to file a claim at usps.com/help/claims.htm
- Contact us at aloha@goldenhourhawaii.co and we will do our best to assist you
- If your package was insured, you may be eligible for a USPS insurance claim
Golden Hour Hawaii strongly recommends purchasing shipping insurance for high-value orders. Insurance options are available at checkout where applicable.
Golden Hour Hawaii does not issue refunds or exchanges for packages lost in transit, as responsibility passes to USPS once the package has been handed to the carrier.
8. RETURN SHIPPING
All approved returns must be shipped using the prepaid USPS return label provided by Golden Hour Hawaii. This label is the only accepted method for returning items.
Returns sent via any other carrier, shipping method, or label will not be accepted and will be returned to the sender at their expense. Golden Hour Hawaii is not responsible for items lost or damaged when shipped outside of the provided prepaid label.
For full details on our return process please review our Refund Policy at goldenhourhawaii.co/policies/refund-policy.
9. SHIPPING QUESTIONS
For any questions regarding your shipment, tracking, or delivery please contact us at:
- Email: aloha@goldenhourhawaii.co
- Contact page: goldenhourhawaii.co/pages/contact
We aim to respond to all inquiries within 1–2 business days.
By placing an order with Golden Hour Hawaii you confirm that you have read and agree to this Shipping Policy.
