📌 FAQ
WELLUXE Professional-Grade FAQ
Frequently Asked Questions
🛒 ORDERING & PAYMENT
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, Google Pay, and Shop Pay. For international customers, we also support local payment methods including Naver Pay and Kakao Pay for Korean customers.
Is my payment information secure?
Absolutely. All transactions are processed through industry-standard SSL encryption and PCI DSS-compliant payment gateways. We never store your complete payment information on our servers.
Can I modify or cancel my order after placing it?
You can modify or cancel your order within 1 hour of placement or before it ships, whichever comes first. Contact our customer service team immediately at support@welluxe.com for urgent changes.
Do you offer volume discounts for large orders?
Yes! Orders over $1,000 receive an automatic 5% discount. For corporate accounts, golf courses, or retail partnerships, please contact us for custom pricing and terms.
When will my credit card be charged?
Your payment is authorized when you place the order and charged when your items ship from our Hawaii facility.
📦 SHIPPING & DELIVERY
How long does shipping take?
Domestic US: 3-5 business days | Hawaii Local: 1-2 business days | Korea/Japan: 7-14 business days | Southeast Asia: 10-16 business days | Other International: 14-21 business days. Express shipping available for most destinations.
What are your shipping costs?
US Domestic: $8 (FREE on orders $150+) | Hawaii Local: $5 (FREE on orders $100+) | Korea/Japan: $25 (FREE on orders $300+) | Southeast Asia: $30 (FREE on orders $400+). VIP members enjoy lower free shipping thresholds.
Do you really ship from Hawaii?
Yes! All orders are carefully curated, quality-checked, and shipped directly from our Hawaii location. This is what makes WELLUXE unique – authentic island-to-your-door service with 20+ years of local expertise.
How can I track my order?
You'll receive a tracking number via email once your order ships. Track your package anytime through your WELLUXE account or directly with the carrier. Most shipments include photo confirmation of delivery.
What about customs and import duties?
For international orders, customs duties and taxes may apply according to your country's regulations. These fees are the customer's responsibility and are not included in our pricing. We provide detailed customs documentation to minimize delays.
What if my package is lost or damaged during shipping?
We take full responsibility for packages until they reach you safely. If your order is lost or damaged in transit, we'll send a replacement immediately at no cost to you.
🎁 HAWAII GIFT PROGRAM
What exactly do I get with the Hawaii Gift Program?
Our complimentary Hawaii gifts are authentic, locally-sourced items that you can't find anywhere else. Typical gifts include premium Kona coffee, macadamia nuts, Hawaiian sea salt, local artisan soaps, or exclusive WELLUXE branded items – all valued at $25-75.
When do I receive my Hawaii gifts?
Hawaii gifts are included with qualifying orders ($200+) and ship together with your main purchase. No separate shipments, no additional waiting, no extra fees.
Can I choose my Hawaii gifts?
Our standard program includes curated surprise gifts selected by our Hawaii team. However, if you have specific allergies or preferences, please note them during checkout and we'll accommodate when possible.
Do Hawaii gifts count toward my order total for VIP status?
No, Hawaii gifts are complimentary additions and don't affect your purchase total or VIP membership calculations.
🔄 RETURNS & EXCHANGES
What is your return policy?
We offer a 30-day satisfaction guarantee. Return any unworn, unused items in original packaging within 30 days of delivery for a full refund. Hawaii gifts are yours to keep regardless of returns.
How do I start a return?
Contact our customer service team or initiate a return through your account dashboard. We'll provide a prepaid return label for US domestic returns. International returns require customer-paid shipping to our Hawaii facility.
What if I received a defective or wrong item?
We'll make it right immediately. Contact us with photos of the issue, and we'll send a replacement via expedited shipping at no cost to you, plus an additional Hawaii gift for the inconvenience.
Can I exchange for a different size or color?
Absolutely. Unworn items can be exchanged for different sizes or colors subject to availability. International customers may prefer to process as a return/repurchase to avoid extended shipping times.
How long does it take to process my refund?
Once we receive and inspect your return (typically 2-3 business days), refunds are processed within 3-5 business days. Credit card refunds appear within 1-2 billing cycles; PayPal refunds are immediate.
👑 VIP MEMBERSHIP PROGRAM
How does VIP membership work?
Membership is automatic and based on your annual purchase volume: Bronze (first purchase), Silver ($500+ annually), Gold ($1,500+ annually). Benefits increase with each tier and include exclusive discounts, early access, and Hawaii experiences.
When do my VIP benefits start?
Bronze benefits begin immediately with your first purchase. Higher tier benefits activate within 24 hours of reaching the qualifying purchase threshold.
Do VIP discounts stack with sales and promotions?
VIP discounts typically stack with most promotional offers, giving you maximum savings. Restrictions may apply to limited-time flash sales or already-discounted items.
How often is my membership status updated?
We review membership levels monthly based on your trailing 12-month purchase history. You'll receive an email notification of any tier changes.
Can I gift VIP status to someone?
While VIP status is earned through individual purchases, you can certainly purchase gift cards that help recipients reach higher tiers faster.
🏌️ PRODUCTS & QUALITY
Are all products authentic and brand new?
100% authentic, brand new merchandise sourced directly from authorized distributors or brand headquarters. We never sell seconds, refurbished, or grey market goods. Counterfeit guarantee: full refund plus $100 credit if any item proves to be non-authentic.
What does "Hawaii tested" mean?
Our team physically tests gear in Hawaii's demanding conditions – from volcanic rock golf courses to tropical humidity to ocean salt air. Only products that meet our performance standards earn the "Hawaii tested" designation.
Do you offer product customization?
Select golf equipment can be customized through our brand partnerships. Corporate logo embroidery and bulk customization are available for qualifying orders. Contact us for specific customization options.
How often do you add new products?
New arrivals are added weekly, with VIP members receiving 24-48 hour early access notifications. Limited edition and seasonal items may sell out quickly.
Can you help me choose the right gear?
Absolutely. Our Hawaii-based team has decades of combined experience in golf and outdoor activities. Email us your needs, experience level, and intended use – we'll provide personalized recommendations.
✈️ TRAVEL EXPERIENCE PROGRAM
How do the Hawaii travel experiences work?
Our travel experiences are personally curated by our founder James, leveraging 20+ years of Hawaii expertise. Options range from exclusive golf access to hidden hiking spots to local cultural experiences unavailable to typical tourists.
Can I combine travel experiences with product purchases?
Yes! Product customers receive priority booking and special pricing on travel experiences. Many experiences also include gear rental or complimentary equipment upgrades.
What's included in travel experience packages?
Packages vary but typically include expert local guidance, exclusive access to premium locations, equipment rental when applicable, and insider knowledge you won't find in guidebooks. All experiences emphasize Hawaii's authentic culture and natural beauty.
How far in advance should I book travel experiences?
We recommend booking 4-8 weeks in advance, especially for golf experiences and peak season (December-April). Some exclusive access experiences have limited availability.
🛡️ CUSTOMER SERVICE & SUPPORT
How can I contact customer service?
Email: support@welluxe.com (24-hour response guaranteed) | Live Chat: Available on our website during business hours | Phone: VIP Gold members receive direct phone access | Hours: Monday-Friday, 9 AM - 6 PM Hawaii Standard Time
Do you offer support in languages other than English?
We provide email support in Korean and basic Japanese for our Asia-Pacific customers. Complex inquiries are handled through professional translation services to ensure accuracy.
What if I'm not satisfied with my purchase?
Your satisfaction is our top priority. Beyond our 30-day return policy, we'll work with you to find a solution that makes you happy – whether that's a replacement, store credit, or full refund. Our goal is to exceed your expectations.
Can I speak directly with someone about complex orders?
VIP Gold members and customers with orders over $2,000 can schedule phone consultations with our product specialists. Others can request detailed email consultations.
🔒 PRIVACY & SECURITY
How do you protect my personal information?
We use bank-level security protocols and never share personal information with third parties for marketing purposes. Your data is encrypted both in transit and at rest. We comply with GDPR, CCPA, and other applicable privacy regulations.
Can I delete my account and data?
Yes, you can request account deletion at any time. We'll retain only the information required by law for tax and business records, then permanently delete the rest.
Do you use my information for marketing?
We'll only send marketing communications if you opt in. You can unsubscribe at any time, and we'll never sell your information to other companies.
💼 BUSINESS & CORPORATE SERVICES
Do you work with businesses and organizations?
Yes! We partner with golf courses, outdoor retailers, corporate clients, and sports organizations. Services include volume discounts, custom branding, drop-shipping, and exclusive product access.
Can you handle large corporate orders?
Absolutely. We've fulfilled orders for corporate golf tournaments, employee incentive programs, and retail partnerships. Contact our business development team for custom quotes and terms.
Do you offer white-label or private label products?
For qualifying partners, we can provide private label arrangements on select product categories. Minimum order quantities and lead times apply.
🎁 GIFT SERVICES
Do you offer gift wrapping?
Premium gift packaging is available for an additional $15. Our Hawaii-themed gift boxes include custom messaging and make impressive presentations for special occasions.
Can I send gifts directly to recipients?
Yes! Simply enter the recipient's address during checkout. We can include a personalized message and will not include pricing information. Gift recipients also receive applicable Hawaii gifts.
Do you offer gift cards?
Digital gift cards are available in denominations from $50 to $1,000. Physical gift cards can be included with orders or shipped separately in premium presentation packaging.
📊 TECHNICAL SUPPORT
I'm having trouble with your website. What should I do?
Try clearing your browser cache and cookies first. If problems persist, email us at support@welluxe.com with details about your browser, device, and the specific issue. We'll resolve technical problems quickly.
Can I save items for later or create wish lists?
Yes! Create an account to save favorites, build wish lists, and track your order history. VIP members can also save payment methods for faster checkout.
Do you have a mobile app?
Currently, our mobile-optimized website provides the full WELLUXE experience on any device. A dedicated mobile app is in development for 2025.
❓ STILL HAVE QUESTIONS?
Contact Our Hawaii Team
📧 Email: support@welluxe.com
💬 Live Chat: Click the chat icon on our website
📞 VIP Phone Line: Available for Gold members
🕐 Hours: Monday-Friday, 9 AM - 6 PM HST
⚡ Response Time: Under 24 hours guaranteed
🌺 OUR COMMITMENT TO YOU
"At WELLUXE, we don't just sell premium gear – we share the authentic spirit of Hawaii and deliver experiences that elevate your lifestyle. Every interaction reflects our commitment to excellence, integrity, and the Aloha way of doing business."
– James, Founder & Chief Experience Officer