The policies below apply to direct online store purchases only. For the Shipping & Return Policies for Trade Partner orders and for Signature, Heritage, or Custom products, please click here.
Shipping
| Hammerton Studio | Viro by Hammerton | |
| Shipping | Free shipping 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. |
| Lead Time | Made-to-order. Most ready to ship in 3–4 weeks. | Ready to ship in 5–10 business days. |
| Expedited Production | Available through select Quick Ship products. | N/A |
| Expedited Shipping | N/A | N/A |
| Oversized Products | 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. May ship in multiple boxes. |
| Alaska, Hawaii, & Canada | N/A | N/A |
| Order Tracking | A shipping confirmation email with carrier name and tracking number is sent when your order ships. | A shipping confirmation email with carrier name and tracking number is sent when your order ships. |
Returns
| Hammerton Studio | Viro by Hammerton | |
| Return Window | 14 days from delivery. | 14 days from delivery. |
| Return Authorization | Return Authorization number required and must be obtained before shipping. No RA, no refund. | Return Authorization number required and must be obtained before shipping. No RA, no refund. |
| Required Condition | Must have original packaging. Must be uninstalled and unassembled. Must be undamaged and all parts wrapped. | Must have original packaging. Must be uninstalled and unassembled. Must be undamaged and all parts wrapped. |
| Non-Returnable Items | 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. | Used or installed product or damaged product may not be returned. |
| Restocking Fee | 30% of the order value, deducted from refund. | 30% of the order value, deducted from refund. |
| Return Shipping Cost | Customer’s responsibility. | N/A |
| Expedited Shipping Fees | Non-refundable. | N/A |
| Refund Method | Credit to the original form of payment. | Credit to the original form of payment. |
| Refund Timeline | Within 30 days of receipt and inspection. | 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. |
Product Damaged in Transit
| Hammerton Studio | 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. |
| 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. |
| 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. | 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 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. | Contact customer service for replacement parts. |
Return Process
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 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.
For the Shipping & Return Policies for Trade Partner orders and for Signature, Heritage, or Custom products, please click here.