Destination Kona


FAQ Categories

General Information

Questions And Answers

General Information

What is your privacy policy?

At Destination Kona Triathlon Store, your privacy is our priority. We are committed to protecting your confidentiality at all times, in every situation. The personal information we collect from you upon member registration is used for two purposes only: to process your orders more efficiently and to provide you with a more personalized shopping experience.  We have taken the steps necessary to best protect your information by utilizing a 128-bit encrypted SSL certificate on our website.

Click here for our full policy.

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How are “cookies” used?

Yes, cookies are pieces of information that your browser stores on your computer's hard drive.  These cookies identify you when you enter a site. The ability to select samples on our site is not cookie-driven. We use session cookies for a few important reasons.  First, we want to provide you with a seamless customer service experience on the site.  Next, we wish to combine session cookies with log files to best understand our site traffic and analyze demographic information in aggregate form. If your browser is set to reject cookies, our site will not identify you when you enter and you will need to manually type in your ID and password.

We may contract with third-party service providers to better assist us in understanding our site visitors. These service providers are only permitted to use the information collected on our behalf to help us conduct and improve our business, Destination Kona. 

Adjusting your computer settings to warn you each time a cookie is sent, or turning off cookies altogether can be done through your browser settings (i.e. Firefox or Internet Explorer). If you opt to turn cookies off, you will not have access to some of the features that enhance website efficiency and experience.  In addition, some of our services may not function properly. However, orders can be placed over the telephone by contacting customer service.  Please select the option that best fits your needs.  We want you to feel comfortable every step of the way.

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Is my personal information disclosed to outside parties?

We do not sell, trade, or transfer your personally identifiable information to outside parties, except with advanced notice to you as described below. The term "outside parties" does not include Destination Kona LLC or website hosting partners/other parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others' rights, property, or safety. Non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

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How is my personal information used?

When you become a member, we ask you to fill out a form that requests your name, address and e-mail address as well as some demographic information such as gender and date of birth.  Your name and address information is used solely to process orders, unless your prior consent is given. Without your consent, this information will NEVER be sold, given, rented or traded to others for purposes other than order fulfillment. Your demographic information (gender, date of birth, etc.) will be used for several security purposes; to ensure you are who you say you are and in fact you are paying with your credit card and not someone using your stolen credit card.

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What type of site security do you have?

All Destination Kona employees take your personal information very seriously. All employees must learn and adhere to our security policies. Access to member personal information is limited to key management personnel and our member services department. The information is ID/ password protected and our Web security is reviewed on a monthly basis. We have also installed and armed our site with a 128-bit encryption SSL.

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What is your general return policy?

We want you to be 100% satisfied with our service and merchandise. Most of our items carry a 45-day money back guarantee as long as they are returned in the same mint condition as received. You must return the item at your shipping expense for a refund of the purchase price (full credit for merchandise, but not shipping cost). If you return merchandise that originally qualified for free shipping, you will be credited the purchase price less the shipping costs that were incurred on the original shipment.

Click here for the full Policy.

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What is your return policy for wetsuits?

  • If you are unsure of the fit of your wetsuit, DO NOT wear the wetsuit in the water. Please call our customer service number, and a service expert will assist you with fit questions.
  • Wetsuits must be returned in unworn, new condition with all tags and original packaging.
  • Wetsuits that have been worn in the water (any water) are not returnable.
  • If the wetsuit is defective, you can return it for a replacement, store credit or refund with no penalty within 30 days of the original shipping date. We will refund the actual ground shipping costs of your return in such a situation.

Note: All wetsuits are inspected for damage and sealed by Destination Kona prior to shipping to ensure a quality product. Please exercise caution when trying on a wetsuit. A tear or splitting at a seam is considered a manufacturing defect, but nail digs or cuts in the center of a panel are not defective and will not be returnable.

  • If you determine that you chose the incorrect size wetsuit, you can return it for a proper-sized replacement within 45 days of the original shipping date. The wetsuit must be in new condition and must not have been worn in the water. You will be responsible for return shipping costs.
  • Goggles, swimwear and apparel may only be returned if unused. All manufacturertags and original packaging must be in tact and the item must not have been worn in the water.
  • Clothing items must be unworn and have all hang tags attached.
  • Cycling shoes cannot have had cleats mounted or cannot have been used on a bike, and must have original tags and the original box.
  • Running shoes should be clean and not show signs of wear and must have original tags and the original box.
  • Destination Kona will only accept returns or exchanges with valid return authorization ("RMA") numbers clearly marked on the outside of packages. Destination Kona will not accept items returned without valid numbers on the packaging.
  • The RMA can be found on the upper right hand corner of the packing slip included with your order. It is valid for 45 days from the day of purchase.
  • Destination Kona will refund the actual ground shipping costs to return damaged merchandise or to return merchandise due to a mis-shipment.
  • The customer is responsible for all non-defective return shipping charges unless otherwise noted.
  • Upon receipt of your return, Destination Kona will notify you of the receipt via email and will work to process the return or exchange as quickly as possible. All credits will be issued to the credit card used for the original purchase. While credits are transmitted from our bank on the same days they are processed, your bank may take several days to assign the credit to your account. Please allow 1 - 2 billing cycles for the credit adjustment to appear on your statement (or check your bank's policy for exact timelines).

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What is your return policy for sale and clearance items?

Sale Items.

If you purchase an item from Destination Kona LLC while it is on sale and you are not completely satisfied, it may be returned within 15 days. Please refer to the above sections for details regarding specific items being returned. The merchandise must be unused/unworn and all original tags and packaging must be in tact.

Clearance Items.

All purchases from the Destination Kona LLC clearance section are final. Clearance items may not be returned unless the item is defective.

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How do special orders work?

If you wish to purchase a regularly inventoried item and Destination Kona LLC is out of stock, Destination Kona LLC is happy to backorder the item for you with a 25% deposit. This puts you first in line when Destination Kona LLC receives a new shipment. When Destination Kona LLC receives the item, you will be promptly notified. The remaining balance is charged at the time of pick-up. If the merchandise is to be shipped, Destination Kona LLC will do so in accordance with our Shipping Policy. If the item is not available in a timely manner, Destination Kona LLC will refund your deposit or apply it towards another item.

If you wish to purchase a non-inventory item, Destination Kona LLC is happy to accommodate you but payment in full is required. Once the item is received you will be promptly notified. Your order may be picked up or will be shipped to you in accordance with our shipping policy. All Special Orders of Non-Inventory items are final. No Refunds. No Exceptions.

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What is your shipping and handling policy?

Destination Kona ships to all 50 states within the continental United States.  Destination Kona typically utilizes United Parcel Services for all deliveries. We typically ship items immediately as they become available. We process orders on a first-come, first-served basis. In-stock items on orders placed before 3 PM EST will typically be shipped out the same day.

Click here for our full policy.

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What are my shipping options?

  • Ground - UPS Ground service may take from 1 to 7 business days depending on where you are in the country. Ground service is available for the 48 contiguous United States, which excludes Hawaii and Alaska.
  • 3-Day Select - UPS 3-Day Select service provides guaranteed delivery within 3 days for the 48 contiguous United States, which excludes Hawaii and Alaska.
  • 2nd Day Air - UPS 2nd Day Air service provides guaranteed on-time delivery to all 50 states by the end of the second business day. Some deliveries to remote locations in Alaska may take an additional 1-5 days.
  • Next Day Air - UPS Next Day Air service provides guaranteed delivery by the end of next business day to all 50 states. Some shipments to remote locations, Hawaii, or Alaska may require additional transit time.

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