FAQ

How do I check the status of an order?

Please email your Inside Sales Rep or [email protected] for order status.

Can I change or cancel an order?

Because all Hammerton Studio products are built to order, we cannot guarantee that an order can be changed or canceled if the request is made more than 14 days after the order is placed. All changed or canceled orders will be subject to a 20% change order fee.

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 Studio products that are returned to us new, unused, undamaged, and in the original packaging, with a Return Authorization number (please contact your Inside Sales Rep to obtain authorization and the RMA number). We also do not accept returns on custom products, special order products, 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 business 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. Please check individual product pages for estimated lead times. Delivery within the contiguous 48 states typically takes between 3-7 business days.

Do you charge shipping?

We offer free standard shipping on our Hammerton Studio Store 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. Contact your Inside Sales Rep to get specific cost details for these shipments.

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. Additional charges will apply if the White Glove service is requested.

Do you ship to Canada?

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

Can I expedite my order production and shipment?

Due to the extreme demand for our product, we are not able to offer expedited shipments at this time.

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 your Inside Sales Representative. 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.

Installing Hammerton Studio products

Each Hammerton Studio product ships with comprehensive installation instructions and diagrams. It is very important to review both the Install and Mounting Instructions prior to installation. Both are downloadable from our website. For additional installation assistance please contact our Technical Service team at 801-973-8095 X7354 or 801-973-8095 X7353.

For any installation questions involving the Parallel collection, please watch the following video here.

For any installation questions involving Solimar cables, please watch the following video here.

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. DO NOT try to clean any artisan glass in a dishwasher, including blown glass shades, kiln-fired glass panels, and cast glass diffusers.
• 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 against 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 is 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.