Frequently Asked Questions

  1. How long will it take for my shipment to arrive in Hawaii?
    It depends on when your order arrives at the H2O Logistics Warehouse. Shipments are dispatched to Hawaii on Fridays. If your shipment is traveling to Oahu, it will arrive in 10 days after Friday's sailing. If your shipment is traveling to the outer islands it will arrive in 14 days after Friday's sailing. 

  2. How will I know my order is ready for pick up? 
    You will receive an email notification that your order is ready for pick up. 

  3. How long do I have to pick up my order? 
    You have 7 days after email notification to pick up your order. After 7 days, there will be a $10/day stocking fee. This will be charged at the store at time of pickup. 

  4. What do I need to pick up my order? 
    Please bring photo identification. You will not be able to pick up your order without identification. 

  5. Can someone else pick up my order? 
    Please email housemartshipping@hmstores.com with your order number and include the name of the person who will be picking up your order. Please let them know that they must have photo identification to pick up order. 

  6. What if I borrow a tote and do not return it? 
    If a tote is not returned, you will be charged $20 for tote replacement. 

  7. Can I expedite shipping time? 
    No, shipping time cannot be expedited.

  8. What if I do not like the furniture that I ordered? 
    HouseMart Shipping does not offer shipping back to the mainland. The customer is responsible for returning their purchase. Please place your order carefully after considering this.
     
  9. Can shipping charge be refunded? 
    No, shipping cost is non-refundable.

  10. How can I get in contact with HouseMart Shipping? 
    Email: HouseMartShipping@hmstores.com
     Phone: (808)762-0399
    Always leave a voice message if we do not answer right away!

  11. Do you have home delivery options? 
    Sorry, we do not have home delivery options at this time.

  12. My item was damaged, how do I file a claim? 
    Please inspect shipment at store when picking up or immediately upon returning home. HouseMart Shipping must be notified within 48 hours of pickup of damages. Please take photos and keep all packing materials. Send photos to housemartshipping@hmstores.com. Please see "Claim" information on our website to learn more. 

  13. What if my package has hazmat material? 
    Please email housemartshipping@hmstores.com or call (808)762-0399 for us to assist you. Hazmat material must be handled in a certain way and there is often an additional hazmat fee.

  14. What are examples of hazmat shipments? 
    Hazmat shipments are products that pose risks during transit - including flammable liquids, explosives, toxic substances, etc. Examples include, but are not limited to: gasoline, dry ice, lithium batteries, paint, etc. 
    1. Gases (flammable and non flammable/compressed gases)
    2. Flammable & combustible liquids
    3. Flammable solids
    4. Oxidizers (oxidizing substances, organic peroxides)
    5. Toxic substances & infectious substances
    6. Corrosives (alkaline & acidic) must be loaded in separate containers because of harmful reactions if there's a spill and they mix. 
  15. What is a "naked" shipment? How will this affect my shipment? 
    A "naked" shipment is delivered without packaging or padding. We do not load items into the shipping container without padding as items shift and move around during transit. If we need to package, crate, or palletize your shipment there are additional costs. A crate and pallet will also add onto the shipping dimensions, as we measure by space taken up in the shipping container. Please call (808)762-0399 and we can explain further. 

  16. Are there prohibited items that I am not able to ship?
  • Explosives
  • Ammunition
  • Guns
  • Nuclear materials/items
  • Livestock (any living animal)
  • Produce (anything that needs to be temperature controlled)
  • Plants that are restricted to the state of Hawaii