Frequently Asked Questions

Products

What are the laundry instructions?

We recommend that you wash your Cariloha products in cold water using a cold-water detergent and no fabric softener. Also, tumble dry on low heat.

Do you offer Twin XL sheets? 

We do offer Twin XL in our Classic Line.

What's the difference between Classic and Resort?

The main difference between the two is the weave. The Classic line has a twill weave finish and the Resort line has a sateen finish. The sateen finish lets you feel more of the bamboo, so it's just a bit softer, but both sets are incredibly comfortable.

What comes in the sheet set?

Each queen, king, and cal-king sheet set includes 1 fitted sheet, 1 flat sheet and 2 pillowcases. A twin set includes 1 fitted sheet, 1 flat sheet and 1 pillowcase. The split-king sheet set includes 2 twin XL fitted sheets, 1 flat sheet and 2 pillowcases.

Can I purchase a fitted or a flat sheet separately?

Unfortunately, these items are only sold in the set and not individually. The only items from a sheet set that are sold separately are the pillowcases.

What's the thread count on the sheets?

Bamboo thread count is very different from other fabric thread counts. Our Classic line is 230 and the Resort line is 400, but the feel is softer than 1,000-thread-count Egyptian cotton.

What comes in each bath set?

Our regular towels and bath sheets are sold individually. The hand towels and washcloths come in sets of 3. Our bath towel sets come with 1 regular towel, 1 hand towel, and 1 washcloth.

What are the dimensions of your towels?

Bath Sheet: 40" x 70", Regular Towel: 30" x 56", Hand Towel: 16" x 30", Washcloth: 13" x 13".

Are your products Oeko-Tex Certified?

Yes, we are Oeko-Tex certified for all product classes I and classes II.

If I'm not satisfied with my pillow can I return it?

If you’re not completely in love with your Cariloha bamboo pillow, it's eligible for an exchange or return with a proof of purchase. The exchange/return must be requested within 30 days of delivery, and the item(s) must be sent back to our Corporate Headquarters. Any to-or-from transportation handling and costs are the responsibility of purchaser.

Cariloha Mattress

100-Night Trial - How does it work?

Try our Cariloha Mattress for a minimum of 30 days and, if you don't fall in love with it you can return it within 100 days for a full refund. For any mattress returns or exchanges please call our customer service team at 800-884-5815 and we'll be happy to arrange a pick-up, recycle the mattress, and help you with your refund. Please note that you will need proof of purchase (either the original receipt or order number) in order to qualify for the trial.

What kind of foundation can I put my Cariloha Mattress on?

If you choose to return the mattress you would need to send back any promotional products you received with the mattress. If you would like to keep the promotional items, the full retail price of those items would be deducted from your mattress refund.

Is your mattress shipped compressed and rolled or flat and expanded in a box?

The Cariloha Mattress is compressed, rolled in plastic, in shipped in a box.

Will my Cariloha Mattress fit into my existing furniture?

We recommend using one of our Comfort Bases. They’re the perfect fit for you and your mattress. Our Comfort Bases provide a flat, uniformly solid surface to prevent sagging in the middle. Don't place your Cariloha Mattress directly onto widely placed slats, as this will cause the bamboo memory foam to sag prematurely and will void the 10-year warranty. A box spring with slats that are placed no more than 3" apart, or 1/4" thick plywood on top of a box spring will also work.

Can I ship my mattress outside of the U.S.?

At this time we only offer shipping in the contiguous U.S. Unfortunately our partners do not ship to APO, FPO or PO Box addresses.

If I return the mattress do I get to keep any promotional products I received with the mattress?

If you choose to return the mattress you would need to send back any promotional products you received with the mattress. If you would like to keep the promotional items, the full retail price of those items would be deducted from your mattress refund.

More questions?

Please click here for more frequently asked questions on our mattress.

Ordering & Payment

Can I receive a price adjustment if I ordered before a sale?

We are happy to process a price adjustment for you if we reduce the price of a mattress that you have ordered from us within fifteen (15) days from the date that you submit your order. All other merchandise (in the same color and size) that you have ordered from us is eligible for a price adjustment within five (5) days from the date that you submit your order.

Item must be purchased at the original price (not valid for a marked down clearance item). Price adjustments for online purchases cannot be made in a retail showroom. Within the eligible window, contact Customer Service team at onlineservice@cariloha.com, or give us a call at 1-800-884-5815 and have your order number ready (found on your invoice), or include it in your email message. If your purchase is eligible for a price adjustment, we refund you the difference in your original form of payment, such as the credit card you used.

*Holiday season promotions are not included in this offer.

When will my card be charged?

Your card will be charged at the time of purchase. If you do see problems with our order, once it's received, please contact our Customer Service team at onlineservice@cariloha.com or give us a call at 1-800-884-5815, and we'll be happy to help resolve any issues.

Do I need an account to checkout?

You're more than welcome to checkout as a guest, but creating an account will make purchasing in the future a breeze. You'll also receive promotional information as soon as it goes live.

Do I need to log in to my account to checkout?

If you want your purchase to be connected to the account you've set up, than, yes, you will need to log in. Also, if the email you're entering in during checkout is the same as the one in your account, then you will need to log in as well.

How do I use a promo code?

In the cart, or at checkout, there is a box where you can enter in your discount code. Make sure you type in all the dashes, then click the "apply coupon" box below. If for any reason the coupon isn't working please contact our Customer Service team at onlineservice@cariloha.com or give us a call at 1-800-884-5815, and we'll be happy to help.

Can I use my online retail showroom credit in a retail showroom?

Unfortunately, online retail showroom credit is only applicable to the online retail showroom.

Can I use more than one promo code?

Only one code can be used per transaction. We apologize for any inconvenience this may cause.

How do I redeem a Cariloha gift card?

When checking out, select "use gift card to checkout" under the payment method sections. You'll be prompted to enter your gift code, then press "add gift card." If you need help please contact our Customer Service team at onlineservice@cariloha.comor give us a call at 1-800-884-5815, and we'll be happy to help.

Can a back ordered item be ordered for delivery at a later time?

Unfortunately, we do not offer putting a hold on a back ordered item at this time.

Is it possible to stack discounts?

Unfortunately, we are unable to stack multiple discounts.

Why isn't a promo code applying to the bedding suite?

Unfortunately, we cannot combine our Bedding Suite offer with a promotional discount.

Returns & Exchanges

If I exchange an item, do you send me the new item first?

We do ask that you send us the item you want to return first. Once we receive that item, we will then send out your replacement. If you have any other questions, please contact our Customer Service team at onlineservice@cariloha.comor give us a call at 1-800-884-5815, and we'll be happy to help.

Can I return retail showroom-bought items online?

To return retail showroom-bought items, we will need a valid receipt. If not, then we're happy to exchange the item(s) for anything available on our online retail showroom.

Can I exchange an item for retail showroom credit?

We'd be happy to exchange an item for online retail showroom credit. Keep in mind that this credit will only be valid for the online retail showroom.

What is your quality guarantee?

Cariloha bamboo products have a long history of excellent quality and reliability. Our Quality Guarantee will help ensure that your product(s) last for their intended use and protect you from any rare and unexpected manufacturer defects. If you experience any quality issues, we’ll be happy to exchange or replace the item(s) for you within 30 days of purchase at no cost to you, excluding shipping and handling. Just visit our returns page or give us a call at 1-800-884-5815, and we'll help you get the issue resolved.

Can I receive a price adjustment if I ordered before a sale?

We are happy to process a price adjustment for you if we reduce the price of a mattress that you have ordered from us within fifteen (15) days from the date that you submit your order. All other merchandise (in the same color and size) that you have ordered from us is eligible for a price adjustment within five (5) days from the date that you submit your order.

Item must be purchased at the original price (not valid for a marked down clearance item). Price adjustments for online purchases cannot be made in a retail showroom. Within the eligible window, contact Customer Service team at onlineservice@cariloha.com, or give us a call at 1-800-884-5815 and have your order number ready (found on your invoice), or include it in your email message. If your purchase is eligible for a price adjustment, we refund you the difference in your original form of payment, such as the credit card you used.

*Holiday season promotions are not included in this offer.

Shipping

Do you ship to PO Boxes?

We do! Simply select USPS for your shipping method when you checkout.

Do you ship overseas?

Currently we only ship to Canada and Australia.

When will my order ship?

We do our best to ship orders out within 1 to 2 business days. However, we do not ship on Saturdays and Sundays.

Opening a Retail Showroom

Is opening a Cariloha Retail Showroom a franchise business arrangement?

It’s not. Cariloha retail showrooms are independently owned business entities. With that, we have departments and support systems to help assist in running the business.

Do you grant Cariloha retail showroom owners geographical exclusivity rights?

Yes! As part of your agreement with Cariloha, you’ll be granted specific geographical exclusivity, depending on the location, foot traffic and potential of the area to sustain a retail showroom or several retail showrooms.

What kind of sales volume do your U.S. or international retail showrooms generate per year?

This information is held private and confidential by each individual retail showroom operator.

Do you have seasonal retail showrooms?

We do! Seasonal retail showrooms are open for only a portion of the year. Please submit an information request form and we can evaluate your area.

Internships

Why should I do this Internship?

We believe we have the best internship out there! If you want to gain great business experience, live where most dream of traveling to and have amazing adventures while you’re at it - this is for you.

We Promise you’ll learn amazing skills to improve your career, check adventures off your bucket list, make life-long friends and have the chance for growth.

Why do you have an Internship Program?

By doing this internship program it gives us a chance to recruit people from all over the country and get the best of the best talent for some of our top stores. Our internship semesters are short, only 3-6 months, so it helps keep fresh, excited energy in the stores and it gives us the best recruiting pool for people to come work for us here at our corporate office.

Is there an opportunity to advance?

Yes! We are always looking for great store managers as well as positions at our corporate office. 65% of the people working in our corporate office started out as interns, including our CEO as well as 3 of the 4 members of our Executive Team. Our goal is to give you the tool you need to succeed, whether that’s with us or with other companies. We have a great network of intern alumni that have gone on to very successful careers with other companies or started their own.

Do I need a work permit?

Unfortunately, if you are applying from outside of the country we are not able to provide you with a work permit as we are an internship and not a W-2 employment structure. If you are still interested and confident you can acquire the documentation needed, we would love to consider you as an intern!

What do we look for in interns?

Passion…

Trustworthy…

Sales experience…

Will you make the most of this opportunity…

What does this internship entail?

You will be involved in some or all of the following activities on location:

  • Retail Sales (this will be the emphasis of your experience)
  • Participation in Sales Training
  • Open/Close Store, handle deposits and cash registers
  • Inventory Management
  • Hotel and/or Cruise Ship Marketing
  • Merchandising

The PW Companies Internship Experience is intended to be an entry-level opportunity. However, depending on your growth and available store responsibilities you may be involved in more in-depth projects. The aforementioned list of responsibilities can be limited actual level of capacity and ability. If you are interviewing for the Management Development Internship or Social Media Brand Ambassador your experience will be more extensive.

How do I get college credit for this internship?

Most colleges offer school credit for our internship. It is your responsibility to meet with your counselor to figure out the details. We have worked with many different schools and are willing to make adjustments to help you get the credit you need.

What locations are available?

Each semester our locations differ. This semester we will be hiring for locations including Maui, Kauai, and Big Island in Hawaii, Key West in Florida, San Diego in California, and St Thomas in the USVI! So many amazing locations to live in, we work hard to find the best fit for you and the stores!

Do I get to choose what location I go to?

We first ask people where they WOULDN'T go (because we won't send people somewhere they think they'd hate), then we ask what people's first choices are. We want people to enjoy where they're at but there's a lot that goes into the decision. We believe every location has a certain personality, if you will. Then every manager has a certain style and we take into consideration group chemistry of the other interns. Sometimes it might surprise people how much they love a location they didn't initially consider. We love when our applicants are flexible, eager for this opportunity regardless of location, and can be open to new adventures outside of how they might picture their internship.

Can I apply with a friend or partner?

Yes, please! We love couples and friend groups. Plan on interviewing together once you both apply online.

Is this a paid internship?

Our intern structure is a very unique. We provide an expense-based compensation structure vs. an hourly wage. What that means is we pay for flights to and from our location, living expenses such as rent, utilities and internet, transportation funds or a company car, and then we give you a Per Diem each month.

A Per Diem is considered re-imbursement for cost of living, therefore it is not taxed. You receive a per diem each day you are employed with us, equaling $600 per month. On top of that there is opportunity for bonuses and incentives. Those are determined by the manager so they can vary depending on location. Motivated interns make quite a lot of extra money based off of their sales! Other opportunities to earn extra bonus will be presented by our social media and marketing teams throughout your internship.

Do you provide training for this internship?

Yes, we provide training for our interns at our corporate office in Sandy, Utah or virtually. This is an amazing opportunity to learn from industry experts and company executives to help you get the most out of your internship. Everyone is responsible for getting themselves to training and we’ll take care of accommodations if you live outside Utah.

Do you provide health insurance?

No, health insurance is the responsibility of each individual intern.

Does every location have a car?

Each location is different. At the moment all interns in Hawaii and St. Thomas are provided a vehicle to share with their roommates. Interns in Key West and San Diego are not provided company vehicles. Instead we give each intern $300 for transportation. Some interns decide to bring their own cars with them, buy bikes, use public transportation or rent scooters with their extra money.

If a car is provided will I be expected to pay for gas?

You and your roommates will be in charge of paying for gas for the car, this is what the $600 per diem is meant to cover.

If a car is provided am I responsible for car insurance?

Each of our vehicles have car insurance. The deductible for any issues on the car is $2,000. If you get in a car accident you will be responsible for covering the cost of the deducible. If you have car insurance with a lower deductible and would like to use that instead of the provided plan please contact your current provider to add our vehicle to your coverage.

If a car is provided am I responsible for maintenance such as oil changes?

You are responsible for taking excellent care of the vehicle provided. If you notice an engine light on, you’ll be responsible for letting us know and taking the car into a shop. We will cover any cost of maintenance.

How many hours a week will I work?

Interns work up to 40 hours per week, which break out to be 8 hour shifts, 5 days a week with 2 days off.

How do my days off work?

Interns should receive 2 days off per week. One of those days is guaranteed to be with someone from their group. The other is not. It is completely up to the manager if intern should be given any additional time off (family visiting, long weekend trips, birthdays, weddings, etc.). If an intern is given additional time off they can be expected to make up that time.

When will I know my work schedule?

Your manager will email you your work schedule a week before you’re scheduled.

Can I go home for a special event or family vacation?

We prefer our interns to stay in their locations for the duration of their internship.

What is a typical work shift?

Work shifts vary depending on location but most stores are open 9:00 am – 9:00 pm. They have two shifts, opening (9:00 – 5:00 with a lunch break) and closing (1:00 – 9:00 pm with a dinner break).

What are the daily objectives?

Increase confidence in the products. As a Cariloha or Del Sol intern, you’ll be representing the company to all of our partners, investors and customers. Make sure that their confidence in Cariloha and Del Sol is increased through their association with you. You’re an ambassador!

Energy!! Make sure that your store offers the best experience possible for every customer, one that can go hand-in-hand with their vacation. Help all employees to be excited and energized – be an example of enthusiasm and professionalism.

Increase Sales. Much of your time will be spent working with Cariloha and Del Sol customers. By creating the best experience, you’ll ensure that your store is successful financially.

What does a typical day look like?

Your number 1 priority is the customer! When a customer walks through the door, you will be expected to drop whatever it is you are doing and greet them! Every customer deserves a fun and exciting demonstration in order to know what Cariloha and Del Sol is all about! On busy days the stores become a mess! This problem can be frustrating, and we need to do our best to straighten things and make sure that shirts stay folded. Try to use down time to accomplish this task. If there are customers in the store. . .SELL, SELL, SELL. . .the folding will still be there for you at the end of the day! During your shifts you will potentially have periods where the customer traffic is very slow. These times are perfect to merchandise your store. Restocking sizes and colors, folding, and filling in 'black holes' ensures that your store will be in ideal shape when customers come in. Closing the store at the end of the day is a big responsibility. Besides the final cleaning check, you will be counting the registers, emailing reports to your supervisor, and determining the end of day deposit.

Will I be expected to work holidays and Sundays?

Due to the nature of retail, interns are expected to work on most holidays (including Thanksgiving and Christmas) and will rotate Sunday work shifts.

Can I have alcohol in the apartment if I’m over 21?

No. Even if you are legally able to drink there can never be alcohol, drugs or smoking in the intern apartments at any time (including balconies). That includes friends coming over as well. This is written into our contracts from our landlords so we take it very seriously. Any violations will result in an immediate termination from the internship program.

Can I have friends or family come visit me on my internship?

You’re welcome to have anyone come visit you on your internship! As discussed in days off, you are expected to work your normal work schedule even when you have visitors. There are no visitors allowed your first or last week of your internship because of transition times and schedules. No visitors are allowed to stay in the apartment unless it has been approved through the Internship Department. All visitors should be gone from the apartment at 10:00 pm.

Can I bring a pet with me on my internship?

No pets are allowed in the apartment at any time.

Will I have sales goals?

The Manager is responsible for making the interns aware of their monthly sales projection at the beginning of each month. This is the number the interns are held to for their monthly sales incentive.

How many interns work in each store?

It varies depending on location. Some locations are completely intern run and others have locals that work there as well. Currently it’s anywhere from 4 – 8.

I heard if you get accepted to the program you have to pay a commitment fee, what’s that?

We spend a lot of time and resources on recruiting, hiring and training our intern team. We want to make sure the people we hire are just as committed to us as we are to them therefore if we offer you a position we ask for a $1,000 commitment fee. This reserves your spot in our program. Once you complete your internship you get this right back. You only forfeit it if you decide to leave early from the program or are terminated.

How do I get the Commitment Fee back?

You get your commitment fee back on your last paycheck from the company, once you’re completed your internship and turned in all housing (and car if applicable) check out forms.

What happens if I decide to go home early?

If you decide to go home early you will receive your per diem for the days worked but you will forfeit your commitment fee as well as any outstanding bonuses or incentives. You’ll also be responsible for getting transportation home. Once you’re worked your last day you’ll be expected to be checked out of the intern housing in 24 hours.

Can I be terminated from the program?

In the event that your work performance is not up to standards or you have broken any guidelines/rules the manager will write you up and you will not receive your full monthly bonus. If your manager or Corporate feels it would be best if you come home early due to your actions, you are responsible for any money required to do so and similar to the question above, you’ll forfeit your commitment fee as well as any outstanding bonuses or incentives. Once you’re worked your last day you’ll be expected to be checked out of the intern housing in 24 hours.

What is the dress code in the store?

Interns are expected to dress clean, neat, and professionally. You will be selling luxury goods and you’ll want to present yourself in a way that reflects that. Beyond that rule of thumb, the dress code is fairly relaxed, and each manager will decide their own guidelines for their stores.

You will receive 5 tops from Cariloha or Del Sol to wear, if you choose, as a uniform. Any bottoms are acceptable as long as length is appropriate and they’re not overly distressed.

And shoes are acceptable if they’re in good condition.

No unnatural hair color is allowed, and any facial piercings must be studs.

What are your store work policies?

  • Interns cannot have cell phones on the sales floor. They can be placed in the safe if they are worried about safety issues.
  • Intern should not sit behind the counter. If the store is slow intern can be expecting to go outside to talk to customers, tidy up the store, re-stock shelves, count inventory, do training lessons on PW Hub or do proactive marketing.
  • Store computers should only be used for making sales, accepting inventory, cycle counts and PW Hub Trainings unless specifically given permission to the contrary.
  • Intern is expected to be on-time for work, be courteous to fellow employees and manger, have a positive attitude, give 100% while at work, be a brand ambassador at all times (on and off the job), and portray behavior trained at PWU.’

STILL HAVE QUESTIONS?

 1-800-884-5815

 onlineservice@cariloha.com


Consumer Disclaimer: Cariloha Bamboo™ fabrics are made of viscose from bamboo.