General Policies:
Gecko Hawaii is Open M-F from 9am-5pm PST.
Shipping:
Every attempt will be made to process and ship your order the same day it is placed, but can take up to 3-5 business days to process and ship your order. We will email you with your tracking number as soon as the order has shipped.
Please Note: Gecko Hawaii is not responsible for any lost or stolen packages from your address. Please contact USPS (or the shipping carrier used) to file a claim.
International Shipping:
- We understand that any extra duty and tax fees are inconvenient, however, these fees are set and collected by your country and are non-refundable. We are not responsible for these fees, as they are set by the receiving country and Gecko Hawaii does not have any control over these fees. For more information on import duty and tax fees, please see your local post office.
RETURN POLICY
Returns & Exchanges:
We Offer Exchanges & Store Credit ONLY.
To Begin An Return/Exchange, Please Click Here
If you are looking to return/exchange and opted for the $.98 USD option with Redo, that provides free returns for store credit along with exchange protection, during the initial checkout, there will be no further charges for returning/exchanging your order.
You will have the opportunity to initiate a return for either store credit or an exchange using our Returns Center and will be provided with a free prepaid shipping label.
However, if you did not select the option for exchange protection during the initial checkout, you will be responsible for the cost of the return shipping label, and can purchase that through our Returns Center (link above)
All return/exchanges must be started and completed within 30 days of receiving your order.
Damaged Items/ Wrong Items/Wrong Sizes:
Please report all damaged/items items within 5 days of receiving your order through our Returns Center. We will then review and approve your request. Once approved our system will notify you on how to proceed, and will create an order to get the correct item or replacement shipped to you.
Terms & Conditions:
- All return/exchanges need to have the original tags, and be in new unused/unwashed condition.
- We are not responsible for user-initiated damage and/or loss of parts/product incurred during the operation or use of the product(s) you purchased.
- We pride ourselves on our customer service and we are happy to assist in the return process. Please don’t hesitate to contact us at cs@geckohawaii.com with any questions or concerns you may have. Thank you in advance for your business.
FAQ:
- Why do I need to wait for my return order to arrive at Gecko HQ before you send out my replacement order?
We wait until we have received the product before we ship out the new one, because when we first relaunched, we learned it was easy for scammers to take advantage of us. Initially, we would send customers replacement items right away to expedite the process -- but on many occasions, we ended up never receiving the original order. We are start-up in many ways, and lots of that can really hurt the business -- so we appreciate your understanding on this matter!
- What is your address for return/exchanges?:
Gecko Hawaii
951 Poinsettia Ave, Suite 602
Vista, CA 92081
- How Can I Reach Gecko Hawaii?