Makana

Shipping out a box for the holidays? Please read our blog for holiday shipping details!

Frequently Asked Questions

Getting Started

What Is Hello Makana?
Makana means "gift" in Hawaiian, and Hello Makana shares the best created-in-Hawaii gifts while supporting a community of local producers. The Hello Makana subscription delivers monthly, curated boxes of these Hawaii-made products directly to your doorstep. Boxes typically contain three to four items (food/snacks, health/beauty, commissions by artists, and/or music/media), with an insert telling stories of the producers and communities we work with. Our Blog further enhances these stories. We also offer seasonal and special occasion gift boxes, or you can make your own Makana from our Shop.

How do I subscribe to a monthly Hello Makana delivery?
Three easy steps! 1) Click on the Subscribe button on the homepage. Select your subscription plan (or plans if you want to send some as gifts!) and add them to your cart. 2) Check out and enter addresses where you want your Makana subscriptions sent. 3) Enter your billing address, review and confirm your purchase. You're ready to go! You will get an email confirming your subscription plans.

When will I get my first Hello Makana subscription delivery?
If you signed up before the cutoff date (the 10th of each month) you'll receive your Makana in the same month! We ship on or around the 15th of each month; read details on shipping below. If you signed up after the 10th of the month, you'll receive your first delivery the following month.

When is the cut-off day for ordering each month?
The 10th of each month is the cut-off day. If you signed up before then you'll receive your Makana in the same month! For instance, if you sign up on March 9th, you’ll receive the March delivery, which will be shipped out around the 15th. If you didn’t get to sign up until March 12th, the April box will be your first delivery. It will ship in mid-April.

Will you tell me what is coming in my delivery ahead of time? Can I choose?

We like surprises! So we won't tell you ahead of time. But, you can be assured that the items in your box are genuinely locally-made and unique (sorry, no chocolate-covered mac nuts here; you can get those at Costco). You can see boxes from previous months on our blog to get an idea of what comes in a monthly Makana. If you have ideas for future boxes email us anytime: support@hellomakana.com

I love this treat/item that came in my delivery. Where do I buy it?
Our write-up of each product includes the website address of each producer when available. You can also order more products directly from the SHOP MAKANA section site using your existing account and shipping/billing info .

See All FAQ

Billing

What payment options do I have?
You can pay using Visa, MasterCard, American Express, Discover, JCB and Diner's Club. We accept credit cards in any currency - please be aware that the charge will be converted to $USD; your card may charge any applicable conversion fees to you. We do not accept checks or money orders.

Is my information secure?
The security of your information is very important to us. Hello Makana does not store your credit card numbers; we use billing provider Stripe to process your payments. For monthly, pay-as-you-go subscribers, Stripe holds your credit card information and charges you on the same date of the month as you purchased, until you cancel your subscription. Read more about Stripe's security policies.

If I buy a six-month or twelve-month subscription, do I pay each month or all at once?
Three, six and twelve months subscriptions are priced at a per-box discount, and require a one-time payment up front.

What if I want to cancel my subscription?
If you are not satisfied with your Hello Makana, you can cancel anytime with no penalty. If you are midway through a six or twelve month subscription, you will receive a prorated refund for the shipments you did not receive. The shipments you did receive will calculated at month-to-month prices.

Are there any additional fees other than the price listed for my 3/6/12 month subscription?
No, everything is included for your convenience! No shipping (unless you are outside of the United States), no handling, no taxes, no special charges of any kind.

When is my credit card charged?
Your credit card will be charged when you sign up. For three-, six-, and twelve-month subscribers, you will be charged the full prepaid subscription amount. For pay-as-you-go subscribers, your credit card will be charged monthly on or around the day of the month when you signed up, until you cancel. For example, if you signed up on October 6, you will be charged around November 6, again around December 6, and so on until you cancel your subscription.

See All FAQ

Shipping

When will my Makana order ship? We usually ship orders within 1-3 business days. Because most of our items are made by hand, in small batches, or by family enterprises, in some rare cases your order may be delayed. If you have questions or concerns about the timeliness of your order, please contact buyer@nameahawaii.com.

What is your shipping policy? Do you offer free shipping?
We offer free shipping on all subscription boxes delivered within the 50 United States. Additional charges apply to individual items and gift boxes purchased from the SHOP MAKANA section of our site, and any international deliveries. For domestic shipping, we send your Makana via USPS Priority Mail, which is guaranteed 3 days anywhere in the US. Your shipping charge will be calculated based on the weight of items purchased. International shipments go through USPS First-Class Mail International Parcel service and will take longer, depending on location.

Does Hello Makana ship to APO, FPO or DPO addresses?
Yes - we are happy to help folks serving abroad stay connected with Hawaii through a Makana subscription. Please be sure to follow the US Postal Service guidelines when filling out address information. On the subscribe page, simply fill in the appropriate APO/FPO/DPO region in the "City" field, and fill-in either APO, FPO or DPO in the "State" field. The price of shipping to an APO/FPO/DPO address is included in the regular shipping price. You will not be charged an additional fee to process or ship to such and address.

Where does Makana ship to?
We ship anywhere! Additional charges apply to non-US shipping (see below).

Will I be able to track my shipment?
Yes. When your Makana ships, we will send you tracking information.

What are international shipping rates?
Additional per/month shipping charges for monthly subscription deliveries to the following countries are listed below in $USD. Shipment will be via USPS First-Class Mail International Parcel service. Shipping time varies by destination. Canada $6 additional per month Mexico $12 additional per month All other countries $17 additional per month

Additional charges for international deliveries of individual items purchased from the SHOP MAKANA section of our site will be calculated based on weight.

What if my shipment is lost?
If for any reason you never received your order even though it showed Delivery Confirmed by the USPS tracking number, please contact your local post office first with the tracking information. The post office will assist you in locating your order. If you have contacted your local post office and still failed to locate your order, please contact Makana by email at buyer@nameahawaii.com. We will make every effort to locate a missing package for you. Damaged packages will be replaced.

See All FAQ

Gifts

Can I gift a Hello Makana subscription?
Of course! You can gift a month-to-month, 3, 6, or 12 months of Hello Makana to anyone you’d like! All we need is their name and shipping address and your billing address to get started.

If I have a gift subscription, what happens when I reach my last month?
At your last month of your gift subscription, we’ll remind you that your subscription is expiring and send a renewal notification via email to the email address we have on-file for your subscription - in many cases, this is the gift giverʻs email address, unless they have provided us with your email.

Can I add a custom gift note with my gift?
Yes! When you entering your recipient's address, make sure to check the box that asks "Add a gift note?" and fill in a short message to your lucky recipient.

Can I send a gift to someone outside of the United States?
Yes! We have the capability to ship Hello Makana almost anywhere in the world. Shipping charges do apply for international orders.

I received multiple gift subscriptions at my shower/grad party/holiday stocking. What should I do?
Drop us a line at support@hellomakana.com and let us know you have many generous friends. We will add up your gifts and extend your subscription for the full length of all gift subscriptions combined. Or if you want to share, we can help you pass on your Hello Makana to a friend.

See All FAQ

Account

How do I change my address?
Head on over to the account page to change your address and any other information that needs updating. If you can't seem to get that to work, feel free to email us with your name and new address where you'd like your Hello Makana shipped. Please send us that email from the email address you registered with so we can ensure your delivery gets to you.

How can I check on my orders?
You can check your orders and order history via the “manage your account” page on our website. Simply log-in with your user-name and password.

How can I change my email address?
Your email address is also your account login, so if you want to change this please email us directly at support@hellomakana.com. We will change your information and reset your password at that time.

See All FAQ

Service

How do I return a defective product?
Let us know via email and we can provide you with instructions on how to send it back to us and we can send you a new item, or we can just credit you for another month. buyer@nameahawaii.com

What's your cancellation policy?
Monthly pay-as-you go subscribers can cancel their subscription anytime. Your subscription is auto-renewed on the 10th of every month. If you would like to cancel your subscription, please do so before 5PM HST on the 10th day of the month, otherwise you will continue to be billed for the next month.

I forgot to use my promo code!
No problem, just send an email to buyer@nameahawaii.com and we will credit your account.

What if my promo code doesn't work?
Please email us at buyer@nameahawaii.com so we can help resolve your issue and ensure your delivery makes its way to you.

What if my product was damaged?
Please email us at buyer@nameahawaii.com. We will ship a replacement order out to you as soon as possible.

I think my package got lost in the mail, or what if my order was never received, even if it was reported as delivered?
If for any reason you never received your order even though it showed Delivery Confirmed by the USPS tracking number, please contact your local post office first with the tracking information. The post office will assist you in locating your order. If you have contacted your local post office and still failed to locate your order, please contact Hello Makana by email at buyer@nameahawaii.com.

See All FAQ

Contact/About

Who runs Hello Makana?
Wei Fang and Kina Mahi started Hello Makana to invest in Hawaii’s creative community and grow the capacity of producers who are making high quality local products. We believe these are key elements of a healthy, creative economy and what makes Hawaiiʻs culture so special. We also love connecting our friends and family from afar with our home.

Who did the photography on the banner images of your site?
David Chatsuthiphan. His photography can be seen on his blog. He's a colleague in the growing start-up community in Honolulu who is a co-founder of http://mentalpez.com/

I want to talk to a person there, can I call you?
At the moment, you can reach customer service by email only. Please use the contact form or write to buyer@nameahawaii.com and we will write you back within 48 hours.

My company or brand would be interested in partnering with Hello Makana. Can I submit products for review?
Of course! We welcome opportunities to partner with creative producers We love testing new products and work tirelessly to ensure the best products are delivered to our members. If you have a product you think would be great in Hello Makana deliveries, please reach out to us at buyer@nameahawaii.com.

See All FAQ

Press

Where can we find more information about Hello Makana?
See articles about Hello Makana in the Press Section.

See All FAQ