Ordering & Shipping
Our shopping cart offers a selection of shipping options, from standard shipping to express shipping. Quotes given in the shopping cart are generally less than the actual shipping charge which we noted on our confirmation emails. You can also choose "contact me with an exact shipping quote" if you have any questions as to the total. Each shipping option offers an approximate shipping timeline from when we ship till you receive your order. Please note that by choosing Express Mail, that does not guarantee express processing. A majority of our ropes are made to order so if you need your order ASAP or choose Express Mail, please let us know when you need it by. Please review our processing times. We request that if you need your order by a specific date that you let us know in the notes section on our shopping cart or directly before or after placing your order. We generally begin processing orders within 1-2 business days of receiving payment so its important we know any deadlines as soon as possible so we can guarantee delivery on time. Most of our shipping is done via USPS (Flat Rate or Priority Mail) and UPS/FedEx/DHL for Express packages. Packages go out daily - Monday through Friday. We do not ship on major Holidays such as: Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve & Christmas Day, and New Year's Day. Rope spools are generally shipped via USPS Flat Rate Priority mail which is between $11.50 - $16.00 within the US and $20.00+ for international shipments. We will find the easiest and most affordable shipping options available to ship our products. We now offer local pick up for customers in the greater Saint Louis area.
All shipments are discreetly packaged in plain brown boxes, padded envelopes, or UPS/USPS supplied packaging. Our name appears as "MK" or "Maui K Inc" on the return address and our logo does not appear anywhere on the outside of the packaging. Our packaging makes no mention of the nature of the contents, except when required by international customs regulations. For international shipments, where we must describe package contents, the descriptions are discreet and generic. Most packages are shipped with out invoices or packing slips for a few reasons - we strive to be as eco-conscious as we can thus cutting down on additional paper and packaging is important to us and we want to ensure our customers privacy so if you are shipping gifts or internationally we can keep your secret and possibly save you money on additional fees. Should you require an invoice or something tangible for your records, you are welcome to print your confirmation email or order receipt or contact us for other documentation.
UPS/FedEx/DHL requires a physical street address (not a PO Box). If you want your order sent to a PO Box, we can send your package via USPS. APOs, FPOs and all mail to US territories (such as Guam) will be shipped via USPS. International Shipping prices can vary from zone to zone and depend on weight of products and destination. We strive to make the processing and shipping process of your purchase as streamlined and cost efficient for our customers. Tracking and/or delivery confirmation numbers are included on all packages and we offer delivery signature verified confirmation as well as base insurance on packages shipped via UPS/DHL/International. If you require additional shipping services for your package, please be sure to note that on your order. Please note - orders may be subject to multi-box shipments in order to maintain safe delivery of your products.
All international orders are subject to certain custom's stipulations. Please feel free to contact us prior to placing an order through our website for shipping details. Most international orders are shipped via USPS or UPS/FedEx/DHL for cost effective and reliable shipping and can take anywhere between 6-20 days to be delivered. If you do not receive an order within 14 business days of shipping, please contact us so we can contact the shipping company. Many times orders are delayed going through customs in which case, we or the shipping company, have no control over the country's customs regulations. Once packages leave our hands and are in the shipping companies hands, we have no control over how long packages take to reach their destinations but we will assist the best we can if packages are lost, severely delayed or tracking information gives no recent updates. The shipping timelines we quote are what we are given by the shipping companies. International customers may be charged import duties/and or taxes by their country's customs offices. We are based in the USA and are not a licensed importer to every country and do not have access to customs declarations or duty schedules. Therefore, please note that all customs entry fees, duty, VAT, brokerage fees and other fees will be charged to you when your package arrives (they are not included in the shipping costs that we charge). These fees are the customer's responsibility and are paid to your country's customs office upon receipt of the package. Please do not ask us to falsify documents as a "gift" or "sample" as this is a violation of the laws of our country. We will mark items as gifts or samples if they are indeed gifts, prizes, rope samples and such from our company. If you are unsure about customs duties and taxes and would like more detailed information, you should contact your local customs office.
Tracking Your Order
You will receive a confirmation email for all orders placed. Once an order ships, your order status will be updated to tell you the scheduled delivery date (if applicable) and/or tracking number of your package. If you do not receive a confirmation email within 2 business days of placing your order, please contact us for order information and/or delivery confirmation/tracking information. You can check the status of your order anytime on our Order Status page and we update order statuses with tracking information or delivery confirmation numbers at the end of each business day for packages shipped that day. Please note that the shipping companies update their tracking system usually every 24-48 hours, if not sooner. We drop our shipments off at a bulk mailing facility once each shipping day (usually late afternoon/evening) where they are sorted by carrier and loaded into vehicles where they will head to processing centers to be processed and shipped to their destination. Express Mail packages are generally dropped off at the local UPS, FedEx and USPS by hand with some exceptions. USPS tracking will indicate "The USPS was electronically notified by the shipper to expect your package for mailing" and will occasionally not update the tracking information until the package is delivered. This is because most major metropolitan areas will receive packages within only a few days of mailing and the package won't be scanned at any locations in between. Please be assured, if you've received a shipping confirmation, your package HAS been taken to our mailing facility and is in their hands. Depending on when we drop off packages, they will be sorted same or next day. USPS Priority Mail arrives within 3-5 business days to most US locations, 8-15 business days internationally and Express packages are shipped by air to arrive within 1-3 business days in the US and 5-8 business days internationally. We update order statuses with tracking information or delivery confirmation numbers at the end of each business day for packages shipped that day or when we receive scan sheets back from our courier.
Our Return & Cancellation Policy
We want all of our customers to be happy with their items. Our products are adult in nature and non defective returns are on a case by case basis. We reserve the right to deny a non-defective return. We do not accept returns on Unprocessed Rope, Dye, Oil or Shears under any circumstances. Should an item break or become damaged during shipment due to us or how we have packed the item, please contact us within 3 business days of delivery (based on the delivery confirmation/tracking number issued by the shipping company) with details on the damage, including photos if necessary. Once we have received this information, we will make arrangements for return of the item and process a refund, send a like item or value exchange or issue a store credit. We are not liable for any damage or lost shipments when the delivery carrier is at fault, if sufficient insurance is not purchased. If you have to cancel your order for any reason, please do so within 3 business days of placing your order or receiving a confirmation email. Due to the fact that most items are custom made to order and that most orders begin processing within 1 business day of received payment, we cannot accept cancellations after the 3rd business day. If you need to make changes to order and/or cancel, please contact us via email with your order number and information.