Getting Started

• New to Island Naturals and do not have a rewards card? Click here.
• Already have a rewards card? Use the reset procedure to create a password. Be sure to use the contact information that you gave us when you got your rewards card. Click here to begin.
• Any further questions not answered in the FAQ below can be sent to webcarthelp@islandnaturals.com.

FAQ

Registering an Account

Simply click the Shop Now button affiliated with your store. Click on Login / Register on the top navigation bar. Click on the Register green text. Enter the required information and click Sign Up. Island Naturals will then ask you for a verification code. You will soon receive an email with your verification code. Enter that code and you are now ready to shop!
Simply click the Shop Now button affiliated with your store. Click on the Login / Register link then click the Forgot Password? link. This does not mean you have forgotten your password, it simply means that you have never had an online password for Island Naturals. Select a reset method. Input your email address or phone number, depending on which is appropriate. This information must match what Island Naturals has on file. You will soon receive a reset code or link. Use the code or link to complete the password reset. You are now ready to go!
We encourage you to enter your phone number as well as your email so that we can call you if there are questions about your order.
After logging into our online store, click on your name in the top right of the screen. Select Profile, update your information, and then follow the above steps to link your account. You can also sign-up as a new customer and will receive a new Rewards Card number. Please note that rewards points from your old card cannot be transferred to your new card.
The only way to get a physical Rewards Card is to make an account in our store before you make one online. Once you have verified that your in-store account has your contact information, you can then follow the steps listed under How do I sign up if I’m a current Island Naturals customer?

No matter the method you sign up with us, once you have earned reward points you can spend them in-store.
You're ready to shop! Browse our items, add anything you want to your cart, and place an order.

Ordering

Select your items and click the Add To Cart button underneath the item you want and one unit of the item will be added to your shopping cart. If the item is sold by the pound a drop down will appear giving you an option to choose between a quarter of a pound all the way up to two and a half pounds.

You can also search items by using the Search Bar or on the top of the screen or filter items by Brand or Category on the left hand side of the screen for each Department. When you are ready to checkout first view your cart by clicking on the shopping cart icon at the top right of your screen. Confirm you order, and then click on the Order Now button.

You will be taken to a check out screen with 4 sequential steps. After filling out the required information and confirming your order you will receive an order notification email.
Sign in to your online account, hover over your name on the top right, and select Orders. You can now view past orders, including individual items that you ordered.
Sign in to your online account, hover over your name on the top right, and select Past Items. This will list all the items you’ve ordered in the past.
While signed in you may create named lists of items. Lists will exist until you change them or delete them. If you’d like to use them to shop, you may add all the items on the list to your shopping cart by clicking on the shopping cart icon. You may then add or remove items until you are ready to Checkout.
While you’re signed in and browsing items you will see a small box icon that looks like a list. By clicking on it you will get a text box. Type in your new list’s name. Now the next time you click on an item that you want to add to a list there will be buttons with the name of the list to add that item to.
After logging into our online store, , hover over your name on the top right, and select Lists. You will get a listing of all your lists. You may click on the pencil icon to edit, the shopping cart to move the list to your shopping cart and the trash can to delete that particular list. You may also create new lists here.

Finding the Right Product

You can do a general search, you can browse by department, or you can browse by category or brand within a department.
You may type in the search bar at the top of the page. From there you may search for the name of a product, any particular brand, or the UPC of an item. This will search all the items we have in our online store.
Click on any of the departments on the top navigation bar, for example Frozen, Non Foods, or Refrigerated. You can now quickly view items in that category. If you’d like to view more than 16 items at once you can click on the Show drop down to select up to 64 items per page. You may also sort the items in the department you are viewing. You may sort by popularity, alphabetical order, or price.
You must first select a department, such as Body Care, Grocery, or Produce. On the left there will be a column with the name Narrow Your Choices. You may select any of the options to view all items belonging to that brand or category in the current department. For example, if you choose Refrigerated and then choose Smoothies & Juice you will only be viewing Smoothies & Juice in the Refrigerated department.

Special Cases

Items we have on our website are items that we have a high confidence will be in stock. However, sometimes items could be out of stock. If that happens you will not receive the item.

During this time of COVID-19 supply shipments are under more strain and less reliable. Please plan accordingly.
Yes. After selecting your items for purchase go to your cart. For each item you would like to allow substitutions for click on the Allow Substitutions check box.
Yes. After selecting your items for purchase go to your cart. For each item you would like to allow substitutions for click on the Add Item Instructions button. A white text field will appear where you may add special instructions for that item.
Yes. You can find the text box in your shopping cart. Log in to our store. Click on the shopping cart icon at the top right of your screen. You will see on the left side of the screen a white text box for Order Instructions, where you can write a note that our staff will read when they pick and prepare your order.

Island Naturals Rewards

Yes. You will earn the same amount of points if you shop online or in store.
Sign in to your account. At the top right, click on your name and then select Profile. From the column on the left titled Account Options, select Customer Card. Please print this webpage with the barcode and bring it next time you visit Island Naturals. At the time of checkout you may then present your printed barcode to our cashier and they will begin the process of reward point redemption if you have enough points.
Our online system does not accept Rewards points for payment of online orders. Rewards points can be redeemed for in-store purchases when you visit the store.

Prices & Charges

No. You’ll find all the same sales and Every Day Low Prices available to all our customers, regardless of whether they shop in the store or online.
Yes, you will be charged our curbside pickup fee of $10 per order placed.
We accept Visa, Mastercard, Discover and American Express cards for payment of online orders.
An EBT card cannot be used for online shopping.
As soon as our staff have picked and processed your order you will receive an email notification. At that time you card will be charged the final price and your order will be ready to be picked up.
It can change based on item availability and substitutions. If an item is out of stock and you asked for a substitution you will be charged for the item which was substituted. Also, some items are sold by average weight. If you purchase five avocados we don’t know the total weight, and therefore the price of the avocados, until we place them on a scale.

Picking Up My Order

We have three designated parking spots in front of our store dedicated to curbside pickups. You may park there and then call the store or tell the employee at the door that you arrived for your pickup. Our staff will soon meet you at the door or at your car to give you your order.
You can schedule your order for pickup in any available pickup timeat your store. Each store may have different pickup times, which must be checked by attempting to place an order. At this time weekend pick-up times are not available. For holidays we may have shorter hours.
Yes. Pickup times may become unavailable if many other customers choose to pickup their items at the same time. You will only be shown pickup times available to you at that moment of browsing. Once you finalize your order, that pickup time slot is guaranteed for you.
You may schedule an order for pickup no earlier than six hours after you place an order. For example, if you place an order at 9:00 am you may schedule a pick up no earlier than 3:00 pm the same day, if there are any pickup times available. If you place an order on Friday after 12:00 noon, the next possible pickup time will be Monday morning. We do not offer weekend pickups.
Yes, as long as you have received an email notification informing you that your order is ready. Please do not come to the store for a pickup until you have received an email informing you that your order is ready for pick-up.
Yes, however we will only hold your order for 24 hours after your scheduled pickup time. After that your order will be considered canceled and may incur a restock fee of up to 10% of the final price of your order, subject to a minimum of $10.
It is best to bring a printout of your order confirmation, your order number, or state identification to ensure we can quickly get your order to you.
Yes. You must be sure to include a message in the Order Instructions box that is present while reviewing your shopping cart. Please include the full name of person picking up your order.
At this time you may only pickup from our Hilo and Kona stores. We are working to bring you similar online shopping experiences for our Pahoa store.

Canceling & Returns

Yes. However once our staff begins to pick your order you may no longer cancel you order.
All returns must be made within 7 days and require a receipt. No receipt, no return. All returned items will be inspected before approval. No returns for produce, bulk, frozen or refrigerated items. At this time we do not accept returns. We take great care in ensuring a healthy environment for our customers and our employees. Allowing returns at this time would greatly increase the risk COVID-19 poses to our community.

Account Management

After logging into our online store, click on the Login / Register button at the top right of the site. Next click on the Forgot password? green text. Choose a reset method and click Submit. You will be sent a confirmation code that you enter into the website. After that you may reset your password.
After logging into our online store, hover over your name at the top right of the screen and select the Profile option. Enter your new email address or phone number. Be sure to enter the information correctly, you may loose access to your account if you type in the wrong information.
After logging into our online store, hover over your name at the top right of the screen and select the Profile option. On the left there is a column named Account Options, click on the button named Change Password. You can use this next page to change your password. Be sure to remember your new password, you may lose access to your account if you type in the wrong information.
You will need to come into our store and fill out a form for your information to be corrected. Your form will then be turned over to our IT department for processing. It can take up to two weeks before your changes are processed.
You can securely store debit or credit card information in order to avoid typing this information in at every checkout. Island Naturals cannot access this encrypted information.
Absolutely. Our online store supports two factor authentication.

After logging into our online store, hover over your name at the top right of the screen and select the Profile option. On the left there is a column named Account Options, click on the button named Two-Factor Authentication. You will then be presented with a webpage with instruction on how to activate this functionality.

If you loose your phone you will no longer be able to access your online store account.
After logging into our online store, at the top right of your screen you should see your name along with the words Island Naturals and a city name, like Hilo. Click on this and you will be brought to menu of our three store to select from.

Note: At this time only our Hilo and Kona online stores are up. Our Pahoa store will be available soon.