Shipping Protection
THEHAKAI™ Shipping & Delivery Policy
Effective Date: 01-09-26
At THEHAKAI™, we believe the experience should not end at checkout. From the moment your order is placed until it reaches your door, our goal is to make delivery clear, reliable and straightforward.
This Shipping & Delivery Policy explains how THEHAKAI™ processes, ships and delivers orders placed through www.thehakai.com, including orders shipped within the United States and to Portugal and other eligible destinations.
1. Shipping Destinations
THEHAKAI™ currently ships to selected destinations within the United States and may offer shipping to Portugal and other international destinations.
Available destinations, shipping methods and delivery costs are displayed at checkout based on the delivery address provided.
Shipping availability may vary by product, destination and applicable customs or regulatory requirements.
2. Order Processing
Orders are normally processed after payment has been successfully received.
Orders are generally prepared for shipment within the processing time displayed on the website or at checkout.
During product launches, promotions, holidays or periods of unusually high order volume, processing times may be longer.
If a significant delay is expected, THEHAKAI™ will make reasonable efforts to communicate the delay to the affected customer.
3. Shipping Costs
Shipping costs are calculated and displayed at checkout before the order is completed.
The shipping fee covers the selected delivery service and applicable transportation costs.
Any applicable taxes, customs duties, import charges or other government fees will be handled in accordance with the laws applicable to the destination country.
Unless expressly stated otherwise, customs duties and import charges are not included in the shipping fee.
4. Estimated Delivery Times
Delivery times displayed on the THEHAKAI™ website or at checkout are estimates unless a specific delivery date has been expressly agreed.
Actual delivery times may vary depending on:
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destination;
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shipping method;
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carrier performance;
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weekends and public holidays;
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weather or other transportation disruptions;
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customs processing;
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address accuracy; and
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other circumstances outside THEHAKAI™'s reasonable control.
For orders shipped within the United States, delivery estimates will be displayed according to the shipping method selected at checkout.
For orders shipped to Portugal or other European destinations, international transit and customs procedures may affect the estimated delivery time.
Where applicable law requires a specific delivery period, THEHAKAI™ will comply with the applicable legal requirements.
5. Tracking
Where tracking is available, customers will receive tracking information by email after their order has been shipped.
Customers can use the tracking information provided by the Carrier to follow the progress of their shipment.
Tracking information may take some time to become active after the Parcel has been handed to the Carrier.
6. Delayed Deliveries
If an order is delayed, customers should first check the tracking information provided by the Carrier.
If tracking indicates that the Parcel is delayed or has not moved for an extended period, customers may contact THEHAKAI™ at:
THEHAKAI™ may contact the Carrier to investigate the shipment.
Where applicable, THEHAKAI™ will provide the customer with the remedy required under applicable law.
For customers in the European Union, mandatory consumer rights relating to delivery remain applicable regardless of the shipping method selected.
Unless otherwise agreed, EU consumer rules generally require delivery without undue delay and no later than 30 days after the conclusion of the contract. Where an agreed delivery deadline is not met, consumers may have additional rights under applicable law.
7. Lost Shipments
If a Parcel is confirmed as lost during transportation, THEHAKAI™ will work with the Carrier to investigate the shipment.
Where THEHAKAI™ is responsible for the shipment under applicable law, we will provide the appropriate remedy, which may include replacement of the affected Goods or a refund, as applicable.
Customers are not required to purchase any additional shipping protection in order to receive their statutory consumer rights.
For orders shipped to consumers in the European Union, the seller generally remains responsible for the Goods until they are delivered to the consumer when the seller arranged the Carrier.
8. Damaged Orders
If your order arrives visibly damaged, please contact THEHAKAI™ as soon as reasonably possible.
Where possible, please provide:
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Order number;
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photographs of the Parcel;
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photographs of the shipping packaging;
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photographs of the damaged Goods; and
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a description of the damage.
Customers should retain the original packaging and affected Goods until the matter has been resolved.
THEHAKAI™ will review the circumstances and work with the Carrier where appropriate.
Nothing in this section limits any statutory rights available to consumers under applicable law.
9. Incorrect or Incomplete Addresses
Customers are responsible for providing a complete and accurate delivery address when placing an order.
If you identify an error in your shipping address, contact THEHAKAI™ as soon as possible.
We will make reasonable efforts to correct the address before the order is shipped, but we cannot guarantee that changes can be made after an order has entered processing or has been handed to the Carrier.
Additional charges resulting from an address correction, re-routing request or unsuccessful delivery may apply where permitted by applicable law and the Carrier's terms.
10. Delivery Confirmation
A Carrier may provide delivery confirmation through tracking information, a delivery photograph, signature confirmation or another delivery record.
If tracking shows that a Parcel has been delivered but you cannot locate it, please contact THEHAKAI™ promptly.
We may request information necessary to investigate the delivery with the Carrier.
THEHAKAI™ will assess the circumstances and provide the appropriate resolution in accordance with applicable law and the circumstances of the order.
11. International Orders
International shipments may be subject to customs procedures, import requirements, taxes, duties or other governmental charges.
These requirements vary by destination and are outside THEHAKAI™'s control.
Customers are responsible for providing accurate delivery information and, where applicable, cooperating with customs authorities or the Carrier.
THEHAKAI™ does not guarantee that every product will be available for import into every country.
Customers should ensure that products ordered are permitted to be imported and used in their destination country.
12. Customs Delays and Refused Shipments
Customs authorities may inspect or hold international shipments.
Such procedures may result in delivery delays.
If a customer refuses to accept an international shipment or fails to provide information required by customs or the Carrier, the Parcel may be returned to THEHAKAI™.
Where a Parcel is returned because of a customer's refusal, incorrect address or failure to complete required customs procedures, any refund or reshipment will be handled in accordance with applicable law and the circumstances of the order.
13. Orders Shipped in Multiple Parcels
An Order may occasionally be shipped in more than one Parcel.
Each Parcel may have its own tracking number and delivery date.
If only part of an Order is delayed, customers should wait for the remaining tracking information before contacting THEHAKAI™, unless the Carrier has confirmed that a Parcel has been lost.
14. Carrier Selection
THEHAKAI™ may use different postal services, couriers and logistics providers depending on the destination, shipping method and operational requirements.
The Carrier may change from one order to another.
The shipping method and applicable delivery estimate available to the customer will be displayed at checkout where applicable.
15. Customer Responsibilities
Customers are responsible for:
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providing an accurate shipping address;
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providing a valid email address;
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monitoring tracking information where available;
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responding to reasonable requests from the Carrier or customs authorities;
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ensuring someone is available to receive the Parcel where required; and
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promptly informing THEHAKAI™ of delivery problems.
16. Consumer Rights
Nothing in this Shipping & Delivery Policy is intended to exclude, restrict or reduce any mandatory consumer rights.
For customers purchasing from THEHAKAI™ in the European Union, applicable EU and national consumer protection laws continue to apply.
This includes statutory rights relating to delivery, conformity of goods, refunds, replacements and other consumer remedies.
EU consumer rules provide, among other protections, that the seller is generally responsible for the goods during delivery when the seller arranged the Carrier, until the consumer receives them.
For customers in Portugal, mandatory Portuguese consumer protection rules apply where required by law.
For customers in the United States, applicable federal, state and local consumer protection laws apply to the relevant transaction.
Where mandatory law provides greater protection than this policy, the mandatory legal provisions will prevail.
17. No Additional Shipping Protection Required
THEHAKAI™ does not require customers to purchase a separate shipping insurance or shipping protection product in order to receive the protections applicable to their order.
The shipping fee shown at checkout relates to the selected delivery service.
Customers retain any mandatory rights available under applicable law regardless of the shipping method or shipping fee selected.
18. Contact Us
If you have a question about your shipment, please contact:
THEHAKAI INC.
Email: infohakai.usa@gmail.com
Website: www.thehakai.com
For faster assistance, please include your:
Order Number
and, where available,
Tracking Number.
19. Policy Updates
THEHAKAI™ may update this Shipping & Delivery Policy from time to time to reflect changes to our shipping operations, carriers, destinations or applicable legal requirements.
The version of the policy applicable to an order will be determined in accordance with applicable law.
THEHAKAI™
Performance, delivered.
Replenish. Recharge. Rhise.