Shipping to Canada

Enjoy complimentary shipping on all Canada orders over $350.

Orders under $350 ship to Canada at a $26 flat rate.

Orders are shipped via Global Post or UPS courier.

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International Shipping

Shipment to Australia are at $36.00 flat rate

The rest of the world ship at a $34.00 flat rate

Orders are shipped via Global Mail or UPS courier.

International shipments take anywhere from 7 to 30 days to arrive at destination, sometimes taking longer due to weather, or customs clearance.

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Shipping costs do not include duties or customs fees. Any additional charges are the responsibility of the recipient.

If your order is time sensitive, kindly reach out to us at contact@mahalo.care, and we will do our best to care for you.

You will receive an email with shipping confirmation with tracking details containing information on when your order will be on its way.

Return Policy

Skin care is a deeply personal choice, and we hope every MAHALO formula becomes a treasured part of your ritual. Due to the artisan craftsmanship and intimate nature of our products, we do not offer refunds, returns, or exchanges once a product has left our care, whether opened or unopened.

Once a MAHALO product has left our care, we cannot verify how it has been stored or handled, even when it appears unopened. Even if sent back to us, a product could never be placed into our inventory again. This means every product you receive comes directly from our studio, with its freshness, integrity, and untouched condition protected. Our signature bamboo vessels are objets d’art, intended to be kept and cherished rather than discarded. This policy also avoids an additional shipping journey for a formula that cannot be offered again.

This policy includes general dissatisfaction, scent or texture preference, change of mind, skin sensitivity or allergic reaction, or when a product does not resonate with your skin. Subscription replenishment orders are subject to this same return policy.

Please explore each product description and ingredient list before ordering. We list all ingredients in our formulas, not just the active ingredients, to help you choose with greater ease. If you are unsure which product is best suited to your skin, please connect with us before placing your order. We are always happy to help guide your selection. Please connect with us at contact@mahalo.care.

If something has gone amiss during the shipping journey and an item arrives damaged, leaking, broken, compromised, or incorrect, please contact us within seven days of delivery. These concerns are cared for separately under our Damaged Shipments policy on this page, with each situation reviewed individually.

Our seasonal offers of special gifts with purchases are thoughtfully chosen and offered with our gratitude, inviting you to discover something new within the MAHALO ritual. Complimentary gifts have no cash value and are not eligible for refund, return, or exchange.

When available, we are delighted to include samples with your order by request. Please leave your sample request in the “notes” section during checkout, and we will do our best to include them.

Purchases made through a retail partner are governed by that retailer’s return policy and must be handled directly with the place of purchase.

Damaged Shipments

When your order arrives, please inspect the package and products carefully. It is normal for the outer shipping box to show some wear from transit. However, if the item itself arrives damaged, leaking, broken, or incorrect, please contact us within 7 days of delivery.

Note: our botanical balms, masks, melts and creams naturally respond to temperature and may soften or shift inside their jars during a warm journey. Formula beneath the inner lid or around the rim, or slight separation of the protective foil seal, can happen during transit and does not indicate that the product has been opened, used, or tampered with. Every MAHALO formula leaves our studio fresh, unused, and securely closed.

Please email contact@mahalo.care with your order number, a description of the issue, and clear photos of the damaged product, shipping box, and packaging materials.

Please keep the shipping box, packaging materials, and damaged items until the issue has been reviewed. We may need these materials to file a carrier claim or to request that the damaged item be returned to us. If a return is required for a damaged item, MAHALO will cover the return shipping cost.

Depending on the situation, we may offer a replacement, store credit, refund, or another resolution at our discretion.

Damage claims cannot be reviewed after 7 days from delivery.

Unclaimed Shipments

Every MAHALO parcel leaves our Kaua‘i studio carrying formulas freshly made and prepared especially for you. We love imagining the moment your ritual reaches your hands, and we want its journey to you to feel as seamless as possible.

Occasionally, a carrier may attempt delivery and hold a parcel at a local post office or collection point. We kindly invite you to follow your tracking updates and collect your parcel within the carrier’s holding period. USPS generally holds parcels for around 15 days, though timing may vary by location and carrier.

For international orders, the recipient is responsible for any required duties, taxes, customs fees, or import charges.

If a parcel is left unclaimed, refused, addressed incorrectly at checkout, or held because international charges remain unpaid, it may begin the long journey back to Kaua‘i. By the time it returns to us (return route selected by shipping company is usually much longer than our original shipping option via air), it may have spent several additional weeks traveling through changing climates and temperatures.

Our fresh formulas are handcrafted in small batches, and we cannot always send a returned product on another journey or place it back into our carefully maintained inventory. Limited-edition creations may also no longer be available. Orders returned under these circumstances therefore remain final and cannot be refunded.

Once your parcel has safely returned to our studio, please connect with us. We will attentively review the condition of its contents and share the available options with you. When everything remains in beautiful condition, we will be happy to reunite you with your ritual once the additional shipping fee has been paid.

If tracking suggests that the carrier returned your parcel in error, please reach out. We will personally look into its journey and care for the most appropriate next step.

Packages Marked Delivered

If a carrier marks a package as delivered, MAHALO considers the order delivered to the shipping address provided at checkout.

If your tracking shows “delivered” but you have not received your package, please first check all possible delivery locations, including your mailbox, porch, parcel locker, mailroom, front desk, building office, side doors, garage, and with household members or neighbors.

Please also contact your local carrier office directly. USPS, UPS, DHL, and other carriers may have delivery details available that are not visible in standard tracking.

MAHALO is not responsible for packages that are marked delivered by the carrier but are missing, stolen, misdelivered, or unable to be located after delivery confirmation.

If your package was shipped with USPS, you may submit a Missing Mail Search through USPS. We are happy to provide the information we have available, such as tracking number, mailing date, and package details, to support your search.

If a package is returned to MAHALO, we can reship it once the package has been received and any applicable reshipping fees have been paid.

If delivery security is a concern, we recommend shipping to a secure address, workplace, PO Box, parcel locker, or location where someone can receive the package.