FAQ

ACCOUNT QUESTIONS

How do I create an account with Tiki Hut Coffee?

New customers have two options to create their account.

1. New customers can create their account during the checkout process. During the checkout process, you'll be asked to enter your email address under Customer Information. Enter your email as well as your shipping address and continue with the checkout process. Once you've completed your order, you'll automatically receive an email that will ask you to Active Your Account. Simply click the activation link included in the email and enter your desired password. Then select the Activate Account button. Your account will then be activated, and you'll automatically be logged in to our site.

2. New customers who wish to create an account before placing an order and checking out can select the CREATE AN ACCOUNT link within the menu bar at the top right hand of our site. Fill out your First Name, Last Name, Email (this will be your Tiki Hut Coffee username) and Password within the corresponding fields. Then select the Create button. You'll automatically receive an email that will ask you to Activate Your Account. Simply click the activation link and enter your desired password. Then select the Activate Account button. Your account will then be activated, and you'll automatically be logged in to our site. *Please note your information is NEVER sold to any other company and is kept completely private. You can view our PRIVACY POLICY for more information.

I'm an existing customer and it won't let me sign in with my existing login credentials. How do I sign in to your new website?

For security purposes, existing Tiki Hut Coffee customers will be required to reactivate their account. To reactivate your account, click the CREATE AN ACCOUNT link at the top of the menu bar to the right of our site. You'll be asked to enter your First Name, Last Name, Email (use your existing Tiki Hut Coffee account email) and Password within the corresponding fields. Then select the Create button. An error message will appear that you will be receiving an email to verify your account. You'll then automatically receive an email that will ask you to Active Your Account. Simply click the activation link and enter your password. Your account will then be reactivated and you'll automatically be logged in to our site. *Please note that all your existing Pineapple Points/Rewards Dollars will automatically be rounded up and transferred once you activate your account. To learn more about our new Loyalty Rewards Program, CLICK HERE.

How do I change/add a shipping address?

Once logged into our site, click your name next to "Logged in as" at the top right hand of the page to access your account information. Under account details, select the VIEW ADDRESSES button. To add an address, click the Add New Address button and enter your address information. Then select the Add Address button. If you want to make this your default address, check the box next to Set as Default Address? If you wish to edit your existing addresses, select the View Addresses button under Account Details. Select the Edit link under an address to make any changes, and the Delete link to remove an address from your account. *Please note that any address you add as you checkout will automatically be saved and available as a shipping address option when you place a future order.

How do I change/add a billing address?

Customers can change or add a billing address during the checkout process. Any addresses added or have on file will automatically appear in the dropdown menu under Stored Addresses when you choose your Shipping Address (see above for instructions on how to add an address to your account). After you choose your shipping address and shipping method, you'll be asked for your Payment Method. Under the payment method there's an option to use a Billing Address that's the same as your shipping address or to use a different billing address. Please choose the billing address that's associated with the payment method you enter. Any addresses that do not match your credit card will be rejected for security purposes.

How do I change/add a payment method?

For security purposes, all transactions are secure and encrypted and credit card information is never stored. You'll be prompted to enter your Credit Card information during the checkout process.

I forgot my password. Can you help me?

Click the SIGN IN link at the top right hand side of our site. Click the Forgot your password? link under the sign in field. Enter your email address and select the Reset Password button. An email with instructions to reset your password will automatically be sent to you. If you don't remember the email for your account, please contact us at 1-877-845-4365 or SALES@TIKIHUTCOFFEE.COM

 



ORDER QUESTIONS

How do I view/track an order I placed?

To view your orders, simply login to Tiki Hut Coffee using the SIGN IN link at the top right hand of our site. Enter your email address and password. You'll now be able to view your account details and order history: Order Number, Date of Order, Payment Status, Fulfillment Status, and Order Total. To view specific details of an order, click the Order # button under the Order column for the order you wish to view. All the order details will then display. Once an order is shipped, a tracking number will appear under the items you ordered. Click the tracking link to track your package. You'll also automatically receive an email with a tracking number and link where you can track your package as soon as your order has been processed and shipped. *You'll also automatically receive an email with an order confirmation right after you place an order. Within this email you'll also be able to click a button that allows you to View Order Details for that order, which will take you directly to the Order Details page.

How do I add items or edit an order I already placed?

Please note that once an order has begun processing or has shipped, the order is no longer editable. However, we will do our best to try and accommodate customer requests. Please call us at 1-877-845-4365 or email us at SALES@TIKIHUTCOFFEE.COM and we will try to honor your request.

What is your return policy?

Please see our RETURN POLICY page for complete details regarding our return policy.

 

I received the wrong product. Now what?

If you feel that you have received the wrong product, Please call us at 1-877-845-4365 or email us at SALES@TIKIHUTCOFFEE.COM and we will rectify the situation promptly.



SHIPPING QUESTIONS

When will my order ship?

We ship all of our products by way of United Parcel Service (UPS) and the United States Postal Service (USPS). All orders placed by 3:00PM EST Monday through Friday, will be shipped within 2-3 business days. Orders placed on weekends and holidays will ship 2-3 business days after the holiday/weekend. After placing your order, you'll receive an order confirmation with all your order details. You can also sign into your account and click your name next to "Logged in as" in the top right hand corner of our site. Click an order # button to view the details of your order. A tracking number and tracking link will appear once shipped. Once your order is shipped, you will also receive an email with your tracking information within 24-48 hours of shipment. For more detailed information, please visit our SHIPPING POLICY page.

Do you ship to my state and/or country?

Tiki Hut Coffee ships to all states in the Continental USA with the exception of Alaska and Hawaii. All orders are shipped standard shipping unless you choose priority shipping. Please refer to our SHIPPING POLICY for delivery times and shipping rates. Additional charges may apply for overweight items and shipments. We will contact you for cost approval before shipping.

What are your shipping charges?

All orders over $29.99 qualify for Free Shipping (with the exception of brewers and accessories). Standard Shipping for orders under $19.99 have a Flat Rate of $6.95 in the Continental USA (ships via USPS Parcel Select Ground or UPS Surepost, depending on your location). You can also select UPS Ground Shipping for a Flat Rate of $11.95 if you prefer not to use Standard Shipping. Express shipping is also available for additional charges. Heavy items such as brewers and accessories have a an additional, higher shipping fee and do not qualify for Free Shipping Over $29.99. Please refer to our SHIPPING POLICY page for our full list of delivery times and shipping rates.

How can I track my order?

Tiki Hut Coffee will always send you an email once your order has shipped, with a clickable tracking number contained in the email. However, you can also see the shipping information by clicking an order within your account settings. It will give you a more detailed look at the progress of your shipment.

 



BILLING QUESTIONS

Do I have to pay sales tax?

Our warehouses are located in the town of Hicksville - Nassau County, New York, United States. You only have to pay sales tax if you are located in the same state as our warehouse. Sales tax for New York City Residents is based on the county/borough you reside in.

I have a question about my charges.

Please call us at 1-877-845-4365 or email us at SALES@TIKIHUTCOFFEE.COM and we will try to answer any questions you may have. 

What are my payment options?

Tiki Hut Coffee currently accepts Visa, Mastercard, Discover and American Express credit and debit cards. Electronic payment via PayPal is also accepted. We'll be introducing Amazon Payouts in the near future - so stay tuned for that.

When will my credit appear on my account?

Credits usually take 7-10 business days from the time we receive your item(s). We process the credit the same day we receive your returned merchandise; however, credit card companies delay when the post appears on your account

When will my credit card be charged?

Your credit card will be charged within 24 hours of placing your order. Credit card processing companies charge excess fees in order to charge a credit card when an order ships. We do not feel it is necessary to pass those fees onto you in the form of higher priced coffee. Our customer service and shipping departments are attentive and fast, so we felt this was an unnecessary option.

 



ONLINE SHOPPING GUIDE

How do I find what I'm looking for?

To find the product(s) you're looking for, you may (1) use the navigation menus on the top & bottom our website. (2) type a keyword into the SEARCH box. Each collection also has filters on the sidebar menu for you to narrow down your product search. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I navigate the site?

There's many ways to navigate our website; we've designed it to be as user-friendly as possible. You can click on a category you might be interested in within the navigation menu or dropdown menu within each category. Each category also has unique filters to help you narrow down your product search. You can also type a keyword into our search bar to find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I use a promo/coupon code?

Tiki Hut Coffee frequently offers promotional codes and discounts to our customers. Returning customers are often given special incentives via email and of course, everyone can stay informed of current discounts via our Social Media. On the checkout page, you will see a box that says "Gift card or discount code." Simply type your code in the box and make sure to click APPLY. You will now see your promo code appear in the code. Promo codes cannot be combined on orders. If you would like to remove your promo code and use a different one, simply select the X next to the coupon code you applied.

How do I purchase and use gift cards?

Tiki Hut Coffee offers gift certificates in denominations of $25, $50, $75, $100, $125, $150, $175, and $200. You can order gift cards directly from our GIFT CARDS page. Select a quantity and click ADD TO CART. You can order any combination of gift card amounts along with any other items in a single order. After you purchase your gift card, you will automatically receive an email with a link to your gift card with a special coupon code (if the gift card is for someone else, you can forward them this email or print the gift card and give it to them). To use your gift card, enter it in the "Gift card or discount code" box during and select Apply during checkout. If your order total is more than your gift card quantity, you'll be required to enter additional payment to cover the cost of the order. If your order total is less than your gift card quantity and you'll have money left on your gift card, you can use the remainder for a future order by entering the same gift card coupon code during checkout. Tiki Hut Coffee gift cards never expire - so if at any point you misplace your gift card coupon card, please email us at SALES@TIKIHUTCOFFEE.COM and we'll gladly resend it to you. 

 



LOYALTY REWARDS, REFER-A-FRIEND & RECURRING ORDERS PROGRAM

How does the Tiki Hut Coffee Loyalty Rewards Program work?

As a member of the Tiki Hut Coffee family, you'll earn loyalty rewards points that you can use to redeem discounts on future orders. When you place ANY size order you will receive 1 Loyalty Point for every $1 you spend, which can be used to unlock points tiers and applied on any future order! Our Rewards.You will earn Loyalty Rewards Points on all products purchased, except brewers, which can be redeemed on future orders before tax and shipping. For more details about our Loyalty Rewards Program, CLICK HERE*We reserve the right to make changes to the Loyalty Rewards Program, and you agree to abide by the most recent version each time you view and use the Website. You are accordingly advised to consult this page often. Do not use the Website if you do not agree to these conditions.

How do I view my Loyalty Rewards Points and redeem my Loyalty Rewards Offers?

When you place an order with Tiki Hut Coffee, you will receive 1 Loyalty Rewards Point for every $1 you spend, which can be used to unlock rewards tiers and applied to any future order. To view your Loyalty Rewards points, SIGN IN to our site with your login information. Then select the Collect Rewards button in the lower right hand corner of our site. A pop-up will appear with your Loyalty Rewards Points details, where you can see how many points you currently have and the rewards points offers you are eligible to view and claim based on your points. To redeem your Loyalty Reward, select the CLAIM button next to the offer. You'll also automatically receive an email any time you unlock a Loyalty Reward, where you can CLAIM your coupon code directly from the email. When you CLAIM a Loyalty Reward, you'll get a unique coupon code that you can enter in the Coupon Code box during checkout to receive your discount on a future order. You can view this code whenever you check your Rewards Points. Loyalty Rewards never expire so you can use your codes whenever you please. For more details about our Loyalty Rewards Program, CLICK HERE*Please note that Loyalty Rewards Coupons can't be used in conjunction with other promotional/discount codes.

I'm an existing Tiki Hut Coffee customer and I'm used to your Pineapple Points Loyalty Program. What does the new Loyalty Rewards Program mean for my account and existing Pineapple Points?

If you created a Tiki Hut Coffee account before August 2016, prior to the relaunch of our website, don't panic: all your Pineapple Points have transferred over. In fact, we rounded everyone's your Pineapple Points up to the nearest dollar. A few things have changed with the rollout of our new Loyalty Rewards Program, but the value you get back from each purchase has only increased. Instead of getting 2.5% cash back on every order, you're getting a 1 Point for every $1 you spend. We've created Loyalty Rewards tiers that are measured by your number of points. You're getting a little more than 2.5% back on each purchase but it's measured in points instead of monetary value. You'll have to unlock Loyalty Rewards tiers to claim your discounts and enter a coupon code, rather than when you used to use the Pineapple Points dollars directly when you ordered - but the framework of the program remains the same. For more details about our Loyalty Rewards Program, CLICK HERE*If you have any questions about your existing points and the new program, feel free to contact us at 1-877-845-4365 or email us at SALES@TIKIHUTCOFFEE.COM 

What does your "Refer-A-Friend" Referral Program entail - and how does it work?

Tiki Hut Coffee's "Refer-A-Friend" Referral Candy Program gives you and a friend BOTH 25% off an order when you share a special code. To receive your Refer-A-Friend discount, all you have to do is go to our REFER-A-FRIEND PAGE and enter your email address (and first and last name if you please). Then select the Submit button. You'll be redirected to a page where you can now share your coupon with a friend via Email, Facebook, Twitter or by copying the direct link - whichever method is easiest for you. As soon as your friend place an order with Tiki Hut Coffee and applies the coupon you sent them they will receive 20% off their order, and you will also be emailed a coupon for 20% off a future order. *If you're having trouble applying your coupon to checkout or you have any questions about our Referral Program, feel free to contact us at 1-877-845-4365 or email us at SALES@TIKIHUTCOFFEE.COM 

What is your Recurring Orders Subscription Program - and how does it work?

The Tiki Hut Coffee Recurring Orders Subscription program allows you to automatically receive orders/products of your choice in monthly intervals so you don't have to keep ordering and never run out of your favorite products. By choosing to add a product as a Recurring Order you'll receive 5% off your order every month! All you have to do is select Subscribe & Save (instead of One Time Purchase) when you add each product to your cart. Your credit card will only be billed at the start of each month when we process and ship your order. You can opt out of the Recurring Orders subscription at any time - as well as add, remove or substitute items whenever you please. 

*If you have any questions about our Recurring Orders Subscription Program, feel free to contact us at 1-877-845-4365 or email us at SALES@TIKIHUTCOFFEE.COM 

Why didn't I receive any Loyalty Points on my Recurring Orders Subscription purchases?

Because our Subscription program offers 5% off on every recurring order, recurring orders are not eligible for our Loyalty Points program. However if you decide to make a one-time purchase separately at any time, you'll still receive Loyalty Points for that purchase.