How can I return/exchange an item?
At Maui Jim, your satisfaction is our priority. Purchases made through www.mauijim.com may be returned for credit within 30 days. All returns must be in the original case and/or packaging and in perfect resalable condition for credit.
To return your item(s), please use the shipping label that came with your sunglasses and affix to the outside of the box. Important: You received two packing lists with the order. Keep one for your records and please enclose the other in the return box. This invoice includes your order number and is important for processing your credit.
You may also want to notate the UPS Tracking number, found on the shipping label, on the packing list that you keep. This will allow you to track your package.
If you purchased your Maui Jims on a credit card, a full credit (minus any applicable shipping fees) to your card will be issued. If you purchased with a Gift Card or VIP card, Maui Jim will send you a new Card within 7 - 10 business days and will also email you the card number and pin number should you wish to re-order before receiving your card in the mail.
Q: Do I qualify for your program?
A: The Maui Jim Public Safety Program is for active duty military, reserve, federal and local law enforcement, fire, EMS and those holding retiree credentials from any of these groups.
Q: What kind of identification do you need?
A: You may submit a copy of your Department ID (please feel free to black out any unnecessary information. We just need to see your name and who you work for).
Q: How long are orders taking to ship?
A: Orders are currently taking 1-3 business days (for items in stock to process) and should ship after this time frame. Delivery is an additional 3-5 business days.
Q: How is my order shipped?
A: All orders are set for Ground shipping through UPS, unless expedited shipping is requested.
Q: Can I expedite the shipping on my order?
A: Yes you may, however you will be responsible for the additional charge.
Q: Can I make changes to my order after it has been placed?
A: You cannot make any changes to your order once it has been entered. We begin processing your order immediately so we can ship it out to you as soon as possible.
Q: How can I check the status of my order?
A: Once you place your order on mauijim.com you will receive an email order confirmation. The email will have your order number and information about the shipping. Refer to this email and click on the tracking portion to find the status of the shipment. If your order was not placed online, please contact us at email@example.com.
Q: How can I return/exchange an item?
A: We only accept returns, not exchanges. If you purchased your sunglasses from mauijim.com and are unhappy with the purchase, you may return it for credit within 30 days of your purchase. Please review our full policy .
Q: Do you ship to post office boxes?
A: No, we do not ship to PO Boxes.
Q: If an item is not listed on www.mauijim.com can I still order it?
A: If the item is not listed on our Web site, then, unfortunately, it is unavailable to purchase.
Q: How can I receive a receipt for my purchase?
A: Please contact our office by phone, 800-614-6790 or email, firstname.lastname@example.org and we can fax or email a copy of the invoice to you.
Q: I only received part of my order, where is the rest?
A: If an item is on backorder it will be listed as b/o on your packing slip and will ship as soon as it becomes available. You may contact our office for a scheduled ship date on any product missing from your order.
Q: I placed an order on the Web site. When will my credit card be charged?
A: Your credit card will not be charged until your order is shipped. When you initially place an order with us, we perform a pre-authorization on your credit card. This pre-authorization allocates a portion of your credit card’s line of credit towards your purchase from us. If we do not use this pre-authorization for some reason, (e.g., you cancel the order), the pre-authorized amount will be restored to your credit card’s line of credit in 3-5 days.
Q: Can I purchase Maui Jim prescription eyewear in this program?
A: No, unfortunately you may not purchase prescription eyewear directly from Maui Jim. However, at Maui Jim we understand the need to have an Rx conversion available for our customers who wear prescription eyewear. Contact Maui Jim to receive an RX conversion card with the instructions to convert your purchased Maui Jim Sunglasses* into an authentic pair of Maui Jim Prescription Sunglasses. You will need to visit an authorized Maui Jim EyeCare Professional with the card and your “unused” Maui Jim Sunglasses in the original package. All pricing will be quoted by your Eye Care Professional, as the cost varies due to Rx process, lens material and frame selection. *Style must be RX Available and within proper RX parameters for your prescription.
Q: What styles are available for Maui Jim Public Safety Program?
A: All of the Maui Jim styles, except prescription, are available.
Q: I am having trouble placing an order. What can I do to fix this problem so I can purchase on your Web site?
A: If you are having difficulties placing an order on our Web site, please try downloading the latest version of the Firefox Web browser. If you continue to experience difficulties, please call Customer Service at 800-614-6790.
Q: I have not received any confirmation emails from mauijim.com.
A: To ensure you receive all emails from mauijim.com, please check your “Spam” or “Junk” folder in your email account.
Q: How is the sales tax calculated for my order?
A: All online retailers must collect sales tax from customers having goods delivered into states in which the company has nexus. Nexus is defined as having substantial presence in a state. Maui Jim has nexus in states where we have representatives or assets. Maui Jim is required to collect sales tax on web and phone orders shipped into these states. You will be charged the appropriate state, local and district sales tax based on where your order is shipped.