Understanding Amazon’s Delivery Window – Why We’re Updating Our Handling Time Settings

At Dealer Store Hawaii, we always aim to exceed customer expectations by shipping orders quickly, clearly communicating delivery timeframes, and maintaining transparency. Unfortunately, a recent issue with Amazon’s automated handling time policy highlighted how confusing some of these policies can be—for both sellers and buyers.

The Case: Mauna Loa Premium Roasted Macadamia Nuts – Order #114-3210030-3623416

A customer filed a complaint claiming their package was “delayed,” and Amazon automatically refunded the full $93.56 purchase. However, here are the facts:

• Shipping Method: FedEx Ground

• Shipping Route: From Hawaii to Ridgefield, New Jersey

• Delivered: Friday, June 6, 2025, at 10:08 AM

• Amazon’s Estimated Delivery Window: June 6–June 12, 2025

• Selected Shipping Option: Free Economy (offered at no charge)

This package was delivered on the very first day of the expected delivery window—clearly not a delay by any reasonable standard. Yet due to Amazon’s strict policies, the shipment was penalized because it was shipped one day after Amazon’s auto-calculated “Ship by” date.

Why We're Changing Our Settings

To prevent further issues like this, we are disabling Amazon's automated handling time system and switching to a manual setting with a slightly extended handling window. This will:

• Protect us from being penalized for minor timing discrepancies

• Better reflect the true logistics involved in shipping from Hawaii

• Allow more flexibility during high-volume or holiday periods

Optional Shipping Upgrades Available

We always offer faster delivery options at checkout:

• 2–4 Day Shipping: $6.99

• 1–3 Day Shipping: $19.99

Customers who want their items sooner are welcome to select one of these options. Otherwise, Free Economy shipping is available and often delivers earlier than expected—as was the case in this order.

Final Notes

This customer also received an $8.14 promotional discount for buying multiple units. While we’re happy to offer deals, we also hope that platforms like Amazon will evolve to provide better support for small businesses shipping from non-mainland locations.

If you’re a fellow seller facing similar issues or a customer with questions about delivery timeframes from Hawaii, we’re always happy to share what we’ve learned.

Mahalo,
Dealer Store Hawaii