FAQS

Q. WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

Q. HOW SECURE IS MY ONLINE ORDER?
When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

Q. HOW DO I CHANGE OR CANCEL MY ORDER?
We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.

Any cancellation made after an order has been placed, will be subject to a cancellation fee of $0.5 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.

Please note that any orders that have already been packed or shipped cannot be cancelled.

Q. WHEN WILL MY ORDER ARRIVE?
The delivery time is based on the shipping option that you have chosen. Once the order has shipped, we will email your tracking information on the next day as tracking information generally becomes available 24 hours after we have shipped the order. We are not responsible for delays caused by the customs department in your country.

Q. CAN I USE SEVERAL DISCOUNT CODES IN ONE ORDER?
Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.

Q. DO I NEED TO HAVE AN ACCOUNT TO ORDER?
No, you can also place an order as a guest. But, there are some perks if you have an account with us:

Quick checkout process
Easily view your order status and order history
Receive updates detailing our new releases and special promotions

MANAGING YOUR SUBSCRIPTION

Q. HOW CAN I MANAGE MY SUBSCRIPTION?

Managing your subscription is easy! You can pause, cancel, or make changes to your subscription at any time through our customer portal. Here’s how:

1. Access the Customer Portal:

You can access the customer portal through the link provided in your subscription confirmation email or any subsequent subscription-related emails.

2. Log In:

Enter your email address associated with your subscription to receive a login link. Click the link in the email to access your account.

3. Manage Your Subscription:

• Pause Your Subscription:

Once logged in, navigate to your subscription details. You’ll see an option to pause your subscription temporarily. Choose your desired pause duration and confirm.

• Cancel Your Subscription:

If you wish to cancel, select the option to cancel your subscription. Follow the prompts to complete the cancellation process. You will receive a confirmation email once your cancellation is processed.

• Update Subscription Details:

You can also update your payment method, change delivery addresses, or modify the items in your subscription from the portal.

Q. What are the shipping fees for subscriptions?

Each delivery incurs a shipping fee of $4.9.

Need Help?

If you have any questions or need assistance with managing your subscription, please contact our customer support team at sales@firewaterhawaii.com or via the Contact Us page. We’re here to help!

Additional Information:

• Reactivate a Subscription: If you’ve previously paused your subscription, you can reactivate it at any time through the customer portal.

• Subscription Reminders: You will receive email reminders before each renewal, allowing you time to make any necessary changes.

FAQS

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