The policies below apply to Trade Partner purchases only.
Shipping
| Hammerton Studio | Signature | Heritage | Custom | Viro by Hammerton | |
| Shipping | Quoted at standard ground rates within the contiguous 48 states. | Quoted at standard 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. |
| Lead Time | Made-to-order. Most ready to ship in 3–4 weeks. | Made-to-order. Most ready to ship in 10–12 weeks. | Ready to ship in 5–10 business days. |
| Expedited Production | Available through select Quick Ship products. | Available when possible and for an additional fee of 25% of the order value. Contact your sales rep to arrange. | N/A |
| Expedited Shipping | Available for an extra charge. Contact your sales rep to arrange. | Available for an extra charge. Contact your sales rep to arrange. | N/A |
| 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. |
| Partial Shipments | Ships complete by default. Partial shipments are available (May incur additional fees). | Ships complete by default. Partial shipments are available (May incur additional fees). | Ships complete by default. May ship in multiple boxes. |
| Alaska, Hawaii, & Canada | Available. Contact your sales rep for quote and shipment. | Available. Contact your sales rep for quote and shipment. | N/A |
| Order Tracking | A shipping confirmation email with carrier name and tracking number is sent when your order ships. You may also contact your sales rep to check order status. | A shipping confirmation email with carrier name and tracking number is sent when your order ships. You may also contact your sales rep to check order status. | A shipping confirmation email with carrier name and tracking number is sent when your order ships. |
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 to the original form of payment. | 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 | |
| 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 for Studio orders or log in to your account on the website for Viro orders. 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 to your original form of payment within 30 days. 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.
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.