F.A.Q.

Find answers to the most frequently asked questions about ordering, shipping, billing, returns, exchanges and more.

Shipping Information

How much will it cost to ship my order?

Enjoy free shipping on all domestic orders $250+. Domestic Flat Rate: $10. Domestic Flat Rate (Signature Required): $14. International First class rate: $30

How will I know when my order has shipped?

Be on the lookout! You will receive an email notification confirming shipment (be sure to check your spam folder).

Can I cancel or modify my order before it ships?

As soon as we receive your order, we start working on it right away. You have a short window of time to cancel or modify items/orders before they begin processing. Email info@fightingeel.com within the first few hours of placing an order with your request of cancellation/modification.

How can I add an item to my order after it has already been placed?

As soon as we receive your order, we start working on it right away. You have a short window of time to cancel or modify items/orders before we begin processing. Email info@fightingeel.com within the first few hours of placing an order with your request of modification. You will receive a separate email with a link to complete your order.

Can you combine orders to save on shipping?

During the first 3 days of a release we are unable to combine orders due to the volume of orders received. Each order is hand packed in chronological order by our web & warehouse team.

Lost / Stolen Packages

Stolen Packages

Mailbox pirates, oh no! We recommend starting a claim with USPS and to check in with your local USPS office to see if it may be at their hub. Fighting Eel is not responsible for Stolen packages once orders are confirmed delivered to shipping addresses.

If theft is a common occurance at your shipping address, we offer a signature required shipping option for a fee of $14.

Lost packages

Rarely, if your tracking information is still showing in transit after 2 weeks for domestic orders, contact info@fightingeel.com for a solution. We want to get you your goods asap!

Do you ship international & to P.O. Boxes/APO/FPO addresses?

Yes, we ship worldwide with our USPS International First Class Shipping Option: $30. Customers ordering international are responsible for all custom and duty fees.

PO boxes and APO/FPO addresses are available to ship to at no additional charge.

IN STORE PICK UP

How do I place an order for in store pickup?

Want to save on shipping fees if you’re on Oahu? Pick up your online orders in person at a store. Here’s how:

When you find item(s) you’d like to purchase on fightingeel.com, select your size and color, and add to cart. Proceed to checkout where you are able to select the Store Pickup Location of your choice in the shipping method options list.

How will I know when my order is ready to be picked up?

Shortly after placing your order, you'll receive a confirmation email that details your item(s), shipping and payment methods. This does not mean your order is ready to be picked up.

You'll receive a separate Ready To Pickup email notification when your order is ready at your selected store. Remember to check your junk e-mail and add info@fightingeel.com to your address book to ensure you receive notifications.

Wait for this notification before heading to the store! Store associates do not pack in store pickup orders, as it is completed at our warehouse location.

What should I bring with me when I pick up my order?

Please bring your photo ID, order confirmation email (print out or show on your mobile device).

You may also have someone else pick up your order with notification to info@fightingeel.com ahead of time, with the listed documents above.

How long will the store hold my order? How do I request an extension?

We’re happy to provide this convenient in store pickup service! Please note that we have limited storage space in our stores, and ask that you pick up your orders within 7 days of arrival.

Your 14 day return policy window begins upon arrival of order to the store (date of ready for pickup email notification). Please note that any orders picked up and returned outside of the 14 day window will be ineligible for return/exchange.

Need an extension for special circumstances? Email info@fightingeel.com.

RETURNS & EXCHANGES

What's your return policy?

Store credit, refunds, or exchanges must be made within 14 days of delivery/arrival to shipping address, or selected in store pickup location. All qualifying items must be unaltered, unwashed, with tags attached, and in original condition to be eligible for return. All sales are final on discounted merchandise, and select accessories. No price adjustments on previous purchases. refunds do not include shipping & handling fee from original order.

Returns By Mail
All returns via mail must be approved prior to returning items. Email info@fightingeel.com for authorization with your name, item(s) you wish to return, order number. Refunds & exchanges or refunds are available for returned merchandise via mail within return policy guidelines.

Upon approval, the mailing address will be provided to send requested items back to. Customers are responsible for all shipping costs of returns

Returns In Store

Shipped Orders

Any qualifying merchandise can be returned in store for store credit, exchange, or refund within 14 days of delivery to shipping address with your physical web order invoice present at time of return. The eligibility return date is stamped on your physical invoice.

In Store Pickup Orders

Any qualifying merchandise can be returned in store for store credit, exchange or refund within 14 days of arrival of order to store (ready for pick up email notification) with your physical web order invoice present at time of return. Eligibility return date is stamped on your physical invoice.

Email info@fightingeel.com for any questions regarding your online orders.

How do I need to prepare my return package?

If you no longer have the original packaging, you can return your order in any other packaging provided that it is properly sealed to prevent the items getting lost. Please include a copy of your web order invoice, or a note including your name and order number.

Return with a web gift receipt

If you want to exchange or return an item with a Web Gift Receipt head to your nearest Fighting Eel Store located on Oahu and you will receive the reimbursement on a Gift Card.

You can use the Gift Card at any of our Fighting Eel stores and they do not expire.

Incorrect / Damaged Orders

In the unlikely event that your order is processed incorrectly or your item(s) arrived damaged, please email us as soon as possible at info@fightingeel.com to let us know. We ask that you send over photos of the incorrect/damaged merchandise for our reference.

For orders containing incorrect/damaged items, we are able to refund or replace the order at our expense.

I purchased an e-gift card and the recipient hasn't received their e-gift code? What do I do?

In most cases, the recipients email has been entered incorrectly during the checkout process, or the e-gift code email notification has landed in their Spam Folder. Please kindly double check your order confirmation email to ensure the recipient’s email address is correct.

If the recipient’s email address has been entered correctly, and they cannot find their email notification in their spam folder, not to worry! We can easily resend the gift code to any email provided. Simply send an email to info@fightingeel.com and we’ll help to get it straightened out.

If I mail a return, when can I expect a refund?

Most returns will process in approximately 1-2 weeks, depending on your method of return. Additional delays may occur.

If we receive your items within our return window, your refund will be applied to the original method of payment and will post approximately 1-3 business days after the processing date. It may take up to two billing cycles for the credit to appear on your monthly credit card statement. E-Gift card purchases will be refunded to the original gift code that was used. REFUNDS DO NOT INCLUDE SHIPPING & HANDLING FEE FROM ORIGINAL ORDER.

ORDERING & PAYMENT

Payment Types Accepted

We accept all major credit cards including Visa, Mastercard, Discover, JCB, and American Express.

The items disappeared from my cart during checkout and are now sold out. Why?

When these occurrences happen it is often during a product launch. Our website does not reserve items in your cart. Items in stock go to the first customer that checks out and submits payment.

Shopping Tip: On release days, head to www.fightingeel.com a few minutes ahead of release and log into your account. Have your address, and payment method ready for a faster checkout.

Item Availability

Sold out of an item you’re interested in? Hang on there’s still hope. Sign up on the waitlist within the product you wish to purchase and you will be notified if any returns or store replenishment is added to the site.

Release days

Our web stock often depletes quickly on new products releases, however our stores may still have them in stock. You can try to call or text any of our store locations to place a phone order for the item(s) our website are out of stock in.

Downtown
808-738-9300
Mon-Sat 10-6pm
Sun 11-4pm

Kailua
808-738-9301

Mon-Sat 10-6pm
Sun 10-5pm

Kahala
808-738-4912

Mon-Sat 10-8pm
Sun 10-6pm

Kapolei
808-556-4554

Mon-Sat 10-7pm
Sun 10-6pm

Why is my gift card code not working at checkout?

Chances are you may be entering a physical gift card code. E-gift cards can only be used online. In the rare occurrence your e-gift card code is not working please contact us at info@fightingeel.com.

Can I use my physical gift card as a payment on the website?

E-gift cards can only be used online. Physical Gift cards purchased or loaded with store credit can only be used at our stores. Find the nearest store to you here.

Why is my credit card being declined while placing an order?

Our website requires an exact entry of your credit card number, CVV security code, and billing zip code to match in order for your transaction to go through successfully.

If any of this information is incorrect, this charge may temporarily appear as pending on your credit card statement before being removed.

Order Status

UNFULFILLED: If the current status of your online order says "unfulfilled" it is confirmed and being processed by us, but hasn't been shipped yet and isn't available for pick-up at one of our stores.

WEBSITE / ACCOUNT INFO

Why can't I sign in to my existing account?

During our website transfer, some information may not have been migrated due to security reasons. If you need help gaining access to your account, please email us at info@fightingeel.com and we will send you a new activation link for your account.

I don't see my past purchases in my account anymore. Why is that?

When we migrated to our new website and system, some customer personal information may not have been transferred for security reasons. If you need access to information regarding past orders on your account, please email us at info@fightingeel.com.