Duty Free Pre-Order FAQs

Hawaiian Airlines Duty Free website lets you place your order quickly and easily!

All Orders shall be subject to availability and acceptance by RETAIL TRAVEL SERVICES LLC and to the Conditions of Online Sale.


What is pre-order and how does it work?

Pre-order provides you with the convenience of ordering your favorite products online right from the comfort of your phone, computer or tablet. Your order will be prepared and delivered to your flight.

Your order must be placed a minimum of 72 hours prior to your Hawaiian Airlines International flight . When checking out, you will be prompted to enter your flight details.


How do I pay?
All online Duty Free purchases are payable with a major credit card. 

Which credit cards are accepted?
Amex, Visa, Mastercard, Discover, Diners Club, JCB Cards and Master/Visa and Chinese Union Pay Credit Card.

Is there a minimum purchase?
No, we welcome your order of any size.

In what currency will I be charged?
All credit card purchases are charged in US dollars. If you pay with a credit card issued outside of the United States, your bank may charge you a foreign merchant transaction fee at time of billing. Please contact your bank for details. 

When will I receive my purchase?
The flight attendant will deliver your Duty Free purchase directly to your seat on your Hawaiian Airlines International flight.

Will I have to confirm receipt of the merchandise?
The flight attendant will ask you to sign a receipt confirming that you received your order.


What if I receive the wrong product?

You may immediately return the product to the flight attendant, who will note the return on their copy of the receipt. This will initiate a refund to your credit card. You may also contact customerservice@hawaiianairlinesdutyfree.com or call 1.877.55 DFASS (1.877.553.3277). Please allow 2 weeks for processing of refunds.


What is the return and refund policy?
If you are not completely satisfied with your purchase, please contact Duty Free Customer Service within one month (30 days) of your flight for a full refund. Defects caused by: misuse, moisture or liquids, proximity or exposure to heat, accident, abuse, neglect, misapplication, or defects due to repairs or modifications made to it by anyone after purchase other than the manufacturer will not be refunded.


How do I arrange a refund?
Please email customerservice@hawaiianairlinesdutyfree.com or call 1.877.55 DFASS (1.877.553.3277) to arrange for any returns/refunds. 

Can I return the Duty Free item after I receive the item on board the aircraft?
Yes, you can return the product only on the flight where it was delivered, if the packaging is still intact. A refund will be made to your credit card within 2 weeks.

Can I pre-order liquids and/or gels?
There is no limit to the amount of liquid and gels you pre-purchase if you are not connecting to another flight or if you have access to your checked baggage before you connect to another flight. If you are connecting, you are allowed to purchase 100ml of liquids and gels to a maximum of 1 liter. The products must all fit in a 1-liter bag.


If you have a connecting flight, please ensure you are aware of the country's securities regulations regarding the carrying of liquids and gels. Be sure to indicate on your order that you are making a connecting flight so we can place your order in a clear, sealed STEB bag.

Can I pre-order Duty Free items if I am flying on a domestic flight?
Duty-free purchases can only be made on international flights. 

Can I pre-order duty-free items if I do not have a trip booked with Hawaiian Airlines?
The Hawaiian Airlines Duty Free pre-order website only services Hawaiian Airlines guests traveling on Hawaiian Airlines International flights.


What is the Duty Free allowance?

The following information is provided as a guide for amounts allowed by local customs authorities. Every effort has been made to ensure accurate information is provided. Allowances are subject to change without notice and passengers are solely responsible for any duties levied by local customs authorities.


Destination    Liquor             Cigarettes/Cigars

Australia           2.25 liters         50 cigarettes or 50 grams of cigars

China               1.5 liters           400 cigarettes or 100 cigars

Japan               3 bottles           400 cigarettes or 100 cigars*

Korea               1 liter               200 cigarettes or 50 cigars

New Zealand     3 bottles          50 cigarettes or 50 grams of cigars or tobacco products

Taiwan             1 liter               200 cigarettes or 25 cigars

Tahiti                2 liters              200 cigarettes or 50 cigars



Please note
In the event of any conflict or inconsistency between the Conditions of Online Sale and the information on the FAQ page, the Conditions of Online Sale shall prevail. 

Thank you for shopping with us! We look forward to serving you!