FAQ


How do I check the status of an order?

Please send us an email or call us at 801-973-8095 and we’ll get right back to you with your order status.

Can I change or cancel an order?

Yes, if you contact us with the order details within 24 hours (1 business day) of placing the order. Because all Hammerton Studio products are built to order, we cannot guarantee that an order can be changed or cancelled if the request is made more than 24 hours after the order is placed.

Can I return an order?

Yes, an order can be returned if it is shipped back to us within 14 days of the original order delivery date and if it satisfies our return criteria. We accept returns on standard products that are returned to us new, unused, undamaged and in the original packaging, with a Return Authorization number.. We also do not accept returns on custom product, special order product, or order quantities of 5 or more of a single item. Read our Return Policy here.

What do I do if my order arrives damaged?

Report your receipt of damaged product within 48 hours (2 days) of your order delivery. We will file a claim with the carrier and work with you to get your replacement parts or product to you as fast as possible. 

How long will it take to receive my order?

All products are built to order and shipped from our Salt Lake City manufacturing facility. Orders will ship in 3-4 weeks and delivery within the contiguous 48 states typically takes between 3-7 business days.

Do you charge shipping?

We offer free standard shipping on orders over $250 that ship within the 48 contiguous United States. Orders shipping to Alaska and Hawaii, as well as all expedited orders within the US, will be charged additional freight fees.

How do you ship?

Most products ship UPS Ground and are delivered to your door or apartment complex. Oversized, custom and special order products will ship via a specialty freight forwarder.

Do you ship to Canada?

Yes, but Canadian orders will include charges for freight only. Payment of duties, taxes and broker and clearance fees is the customer’s responsibility. Contact customer service to get specific cost details for Canadian shipments. We cannot provide expedited shipping to Canada.

Can I expedite my order production and shipment?

If you need your order to ship in less than 3-4 weeks, contact us and we’ll make our best effort to accommodate your request. Expedited order processing will require an additional fee, and expedited shipping typically will add 20-30% to the cost of the order, depending upon the order contents and shipping timeframe

Where can I see Hammerton Studio products on display?

Although the brand is new, we’re rapidly adding new display dealers across North America.  Click here for a list of our current display dealers.

Can I place a custom or special order?

Custom or special orders of Hammerton Studio products are indeed possible, but they must be placed directly with our customer service team by phone at 801-973-8095. Additionally, please note that custom/special orders can cost significantly more than prices shown on the website, They will also be subject to additional freight fees, and they are not returnable.

Changing or Cancelling an Order

If you’d like to cancel or change an order you’ve already placed, please contact customer service and we will make every effort to fulfill your request.

We will honor order changes or cancellations received within 24 hours (1 business day) of the time the order was placed, but after that time we cannot guarantee that your request can be accommodated. Because Hammerton Studio products are built to order, it’s not always possible to stop or modify an order once it’s in production.

Order Change requests: If we are able to accommodate your order change, you will receive a confirmation email. Note that order changes may extend the expected ship date.

Order Cancellation requests: Cancellation requests may take several days to process. If we can accommodate the request, you will be sent a confirmation email. If an order ships prior to confirmation, please follow the standard return process once you’ve receive your order.

Please contact Customer Service with any questions.

Installing Hammerton Studio Products

Each Hammerton Studio product ships with comprehensive installation instructions and diagrams. To view the Parallel chandelier instruction video, click here. if you need further assistance, please contact customer service.

Cleaning Instructions for Hammerton Studio products

Dry dusting or low-pressure compressed air is the preferred method of routine cleaning for all surfaces. Problem areas may also be treated as follows:

Painted metal: A mild, water-soluble detergent may be used for spot cleaning of heavily soiled areas.  

Glass: Use a high quality window wipe.  DO NOT spray window cleaner directly on the glass surface as overspray may affect the finish over time. DO NOT use scouring compounds or solvents.

Mesh: Compressed air is the preferred method.

Fabric: Although dry dusting or compressed air is the preferred method, a mild detergent or gentle spot cleaner may be used on heavily soiled areas. Ceiling light linen shades can be easily removed by lifting the shade slightly, rotating to unhook, and lowering. Reverse the process to reinstall.

Is your website secure?

This site has security measures in place to protect the misuse, loss and alteration of the information under our control. All order-related information, including your credit card information, phone, email and shipping address are stored in an encrypted format at all times and is further protected by a firewall-based security system at all times. We do not sell or share customer information under any circumstances.