The policies below apply to Trade Partner purchases only.
Shipping
| Hammerton Studio | Signature | Heritage | Custom | Viro by Hammerton | |
| Shipping | Quoted at Trade Partner pricing ground rates within the contiguous 48 states. | Quoted at Trade Partner pricing ground rates within the contiguous 48 states. | Free shipping within the contiguous 48 states. |
| Carrier & Transit | UPS Ground, FedEx, or LTL for oversized. | UPS Ground, FedEx, or LTL for oversized. | UPS Ground, FedEx, or LTL for oversized. |
| Expedited Production | Contact your sales rep. An extra charge may apply. | Contact your sales rep. An extra charge may apply. | N/A |
| Expedited Shipping | Contact your sales rep. An extra charge may apply. | Contact your sales rep. An extra charge may apply. | Contact your sales rep. An extra charge may apply. |
| Shipment Delays | Once a shipment leaves Hammerton’s warehouse, Hammerton is not responsible for unforeseen carrier delays or other transit-related delays beyond its control. | Once a shipment leaves Hammerton’s warehouse, Hammerton is not responsible for unforeseen carrier delays or other transit-related delays beyond its control. | Once a shipment leaves Hammerton’s warehouse, Hammerton is not responsible for unforeseen carrier delays or other transit-related delays beyond its control. |
| Oversized Products | Ships via LTL. Details are available in shipping confirmation. | Ships via LTL. Details are available in shipping confirmation. | Ships via LTL. Details are available in shipping confirmation. |
| Alaska, Hawaii, Canada, & International | Available. Contact your sales rep for quote and shipment. | Available. Contact your sales rep for quote and shipment. | N/A |
| Order Tracking | Order tracking is available through your Trade Portal. You may also contact your sales rep to check order status. | Order tracking is available through your Trade Portal. You may also contact your sales rep to check order status. | Order tracking is available through your Trade Portal. You may also contact your sales rep to check order status. |
Returns
| Hammerton Studio | Signature | Heritage | Custom | Viro by Hammerton | |
| Return Window | 14 days from delivery. | N/A, no returns accepted. | 14 days from delivery. |
| Return Authorization | Return Authorization number required and must be obtained before shipping. No RA, no refund. Contact your sales rep to request. | N/A, no returns accepted. | Return Authorization number required and must be obtained before shipping. No RA, no refund. Contact your sales rep to request. |
| Required Condition | Must have original packaging. Must be uninstalled and unassembled. Must be undamaged and all parts wrapped. | N/A, no returns accepted. | Must have original packaging. Must be uninstalled and unassembled. Must be undamaged and all parts wrapped. |
| Non-Returnable Items | Custom or special ordered products, 5 or more of the same product, orders totaling $10,000 or more, installed or assembled products, damaged or repackaged goods, or items returned without a valid RA number may not be returned. | N/A, no returns accepted. | Used or installed product or damaged product may not be returned. |
| Restocking Fee | 30% of the order value, deducted from refund. | N/A, no returns accepted. | 30% of the order value, deducted from refund. |
| Return Shipping Cost | Customer’s responsibility. | N/A, no returns accepted. | N/A |
| Expedited Shipping Fees | Non-refundable. | N/A, no returns accepted. | N/A |
| Refund Method | Credit will be applied toward a future Hammerton order less the restocking fee and return shipping cost. | N/A, no returns accepted. | Credit to the original form of payment. |
| Refund Timeline | Within 30 days of receipt and inspection. | N/A, no returns accepted. | Within 30 days of receipt and inspection. |
| Labor & Delays | Hammerton is not responsible for labor costs or project delays resulting from the need to return a product. | Hammerton is not responsible for labor costs or project delays resulting from the need to return a product. | Hammerton is not responsible for labor costs or project delays resulting from the need to return a product. |
Product Damaged in Transit
| Hammerton Studio | Signature | Heritage | Custom | Viro by Hammerton | |
| Shipment Responsibility | Hammerton’s responsibility for shipment ends upon delivery to the original delivery address. Products that are forwarded, reshipped, or repackaged after delivery to the original destination are not covered for loss or damage. | Hammerton’s responsibility for shipment ends upon delivery to the original delivery address. Products that are forwarded, reshipped, or repackaged after delivery to the original destination are not covered for loss or damage. | Hammerton’s responsibility for shipment ends upon delivery to the original delivery address. Products that are forwarded, reshipped, or repackaged after delivery to the original destination are not covered for loss or damage. |
| Reporting Window | Hammerton must be notified within 5 business days of delivery. After this window Hammerton cannot accept responsibility or file a carrier claim. | Hammerton must be notified within 5 business days of delivery. After this window Hammerton cannot accept responsibility or file a carrier claim. | Hammerton must be notified within 5 business days of delivery. After this window Hammerton cannot accept responsibility or file a carrier claim. |
| Upon Delivery | Do not refuse delivery. Obtain a notation from the carrier documenting visible damage. Photograph all damaged packaging and product. Retain all original packaging—do not discard. | Do not refuse delivery. Obtain a notation from the carrier documenting visible damage. Photograph all damaged packaging and product. Retain all original packaging—do not discard. | Do not refuse delivery. Obtain a notation from the carrier documenting visible damage. Photograph all damaged packaging and product. Retain all original packaging—do not discard. |
| How to File | File a damage claim directly with Hammerton. We will coordinate the carrier claim (processing takes 10–15 business days) and we will arrange a carrier pickup at a convenient time. | File a damage claim directly with Hammerton. We will coordinate the carrier claim (processing takes 10–15 business days) and we will arrange a carrier pickup at a convenient time. | Contact Hammerton customer service to report the damage and initiate a resolution. |
| Replacement | A replacement order will be placed immediately at no charge to you. You may be charged if the carrier denies the claim. | A replacement order will be placed immediately at no charge to you. You may be charged if the carrier denies the claim. | A replacement or resolution will be determined after claim review. |
| Glass & Small Parts | Broken glass and other easily replaceable parts are shipped free of charge. If you prefer a full product return instead, the standard return policy applies. | Broken glass and other easily replaceable parts are shipped free of charge. If you prefer a full product return instead, the standard return policy applies. | Contact customer service for replacement parts. |
Return Process for Studio & Viro
1. Request authorization. Contact your Hammerton sales rep. Once approved, you will receive a Return Authorization number and pre-paid shipping label(s) by email.
2. Pack and ship within 10 days. Repack in original packaging, attach the label(s), and drop all boxes at your local UPS location within 10 days of receiving your label. Returns not shipped within this window are not eligible for a refund.
3. Inspection performed and credit applied. Once received and inspected, a credit will be applied toward a future Hammerton order. Restocking fees and return shipping costs are deducted from the credit amount.
4. If the returned product arrives damaged, we will file a claim with the carrier. Refunds are contingent on carrier acceptance. Claims denied due to improper packaging will not be refunded. We recommend insuring all shipments for the full value of the product. If a shipment is not adequately insured, and the carrier claim is denied, the customer assumes responsibility for any loss or damage incurred during transit.
You may contact Hammerton through your sales rep, by telephone at 801-973-8095, or by email at [email protected].
Are you planning a large or custom order?
Custom products, special orders, quantities of 5 or more of the same item, or orders totaling $10,000 or more are non-returnable. We strongly recommend reviewing all specifications and contact customer service if you have questions.