COCONUTS! Didn't get what you thought you ordered or had a problem with your Pono Purchase? Here's where we can make it right (or Pono).
If the mistake was our fault (hard to fathom I know : ) the process shouldn't cost you anything and was designed to get your Pono product back in your hands as quickly as possible. We've heard separation from a Pono purchase can cause quite a lot of anxiety. At the bottom of this text click "Pono" was at fault.
If you made the mistake ordering, we won't rake you over the coals of our beach fire, we just ask you pay the shipping. At the bottom of this text it asks who's fault and just click "me".
We believe in treating you like family (well, minus my uncle Kimo, he'd take advantage) so we trust our customers...please kokua and remember to return the item in question. We send out the replacement along w/ the return so you will have both items until you send the old one back. The process is outlined below.
If you ordered it online, add this to your cart and in the " Order Notes" on the checkout page, please reference your order number, the issue, and what product design (color, band type/color etc.) you need us to send you. For example: order1234, knife doesn't open, need Koa knife replacement.
If you bought at one of our retail locations, add this to your cart and in the " Order Notes" on the checkout, please let us know the issue as well as the product. For example: Koa knife, knife doesn't open, need replacement. In addition, please send a quick picture of the product to be replaced to firstname.lastname@example.org. Make sure we can tell the design, color, etc so we get you the right item. This acts as your receipt. Include your name so we can match the email w/ the exchange order.
Once we get all your info, we will send your replacement item along with a return postage sticker in the envelope. Please reuse the envelope your new one comes in (try to contain your tiger like enthusiasm as you open it and just slice the top), adhere the shipping label over top the old one, drop in the problematic item, fold the top and re-seal it w/ tape and drop it in the mail.
Our goal was to create the most painless exchange process...hopefully that helps and thanks for being a Pono Customer.