How do I return an item?

Our number one priority here at the chip factory is your satisfaction and enjoyment of Kilauea Fire products, and if for any reason you are unhappy with your order or if your order arrived damaged, we would be glad to assist you.

Your order may be returned within 15 days of ship date. Returns will not be accepted after the 15 day period. All returns will include the original purchase price, plus any applicable sales tax, less the original shipping and handling fees. An incorrect shipment will be replaced at no shipping charge to you.

If Your Products Arrive "All Buss Up"

Every case we ship contains products in its best condition and quality. In addition, the case is packed with the utmost care to help alleviate any damage during shipping; however, throughout the shipping process there may be settling of product and some breakage. It is out of our hands once it leaves our facility and that is why we choose the best carrier that will handle each order with the same care that we put into making each bottle of sauce.

If in the event that you receive a case that has been mishandled and the product is damaged, please contact us immediately so we may resolve the issue with the carrier as quickly as possible. 
*Please do not accept boxes from delivery personnel that looks damaged or has been tampered with. At time of receipt check the contents of the case while the delivery personnel is present. 

When contacting us, please have the following information ready:

  • Order Number
  • Fed Ex Tracking Number

Once we receive your information, we will work with the carrier to solve the problem and either issue to you a refund or exchange.

Return Procedure:

You can return any unopened bags within 15 days of ship date. If you receive any product that may taste stale, please seal the bag immediately and return along with the unopened products.

  1. Contact our sales team via phone, email or fax with your name, invoice number and reason for product return or replacement.
  2. Once you receive authorization for the return, you may mail the products via your choice of carrier. 

Please ship all returns to:

Kilauea Fire
1928 Republican St.
Honolulu, HI 96819

Your account will be refunded once we receive your return. Please allow 10 business days after receipt in our warehouse for your return and refund to be processed. If your refund does not appear on your statement within four weeks or one billing cycle, please call (808)-845-9868 for further assistance.

Please do not return any items prior to contacting us. We will not accept any returned items without prior authorization from Kilauea Fire management.

The customer is responsible for all return freight charges to Kilauea Fire, including duty and tax, if applicable. We cannot accept C.O.D. shipments. For your protection, we suggest all returns be sent back to us through a traceable carrier. Most major carriers offer tracking information. Product shall be returned in same condition it was received.