Frequently Asked Questions

Maui Hands is committed to protecting your privacy and will not sell your personally identifiable information (PII) to anyone. As with most websites you visit, please note that we may collect PII when you visit our website. We also automatically receive and record information on our server logs from your browser including your IP address, cookie information, and the pages you visited.

Your payment and personal information are safe with Maui Hands. Our Secure Sockets Layer (SSL) software is the industry standard and among the best software available today for secure commerce transactions. It encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read over the internet.

Yes, we can ship that! Small and medium sized items typically ship via U.S. Postal Service (USPS) Priority Mail/Flat Rate. Once your package is dropped off at our local post office, you will receive tracking information from USPS to the email provided.

Large and irregularly sized items ship via United Parcel Service (UPS), and we encourage you to use a business address if available so your delivery requires a signature. These items typically take longer to ship and may require special packing or crating, so please discuss cost and delivery estimates with the gallery where you make your purchase.

We are proud to reuse packing materials from just about anywhere. All of us at Maui Hands mālama ‘āina — care for the land — by reusing every little bit of clean cardboard, bubble wrap, and paper we can get our hands on. From employee donations to community collaborations, this tiny-but-mighty reuse of these types of materials has been our policy from the first day we opened our doors in 1992. The new items we do order, namely shopping bags and small boxes, are all made of recycled materials.

While we wouldn’t trade our location for the world, being on an island in the middle of the Pacific has unique challenges — and at times we do experience communication issues. If your order is complete and you have not yet received notification that it has shipped within 7-10 business days, please contact the gallery where you made your purchase:

• Makawao (808) 572-2008 or [email protected]
• Pā’ia (808) 579-9245 or [email protected]
• Wailea (808) 667-7997 or [email protected]

A Note For International Our Customers Regarding Duties/Tarriffs/Taxes

When Maui Hands ships an item to a location outside of the United States, the recipient may be required to pay duties, tariffs, and/or taxes. These fees depend on various factors, such as the type of item and its value, and vary widely from location to location. Please note that Maui Hands is not responsible for paying these fees.

Please note that most Maui Hands purchases may only be exchanged for items of similar value or store credit only at the original purchase location within 30 days of the original purchase date when accompanied with the original receipt.

EXCEPTION: If your item appears to have broken because of poor construction, please contact the gallery where you made your purchase to discuss repair, replacement, or refund options. Note that for repairs we require shipments back to us to be insured. When communicating via email about a broken item, please include the following information: your name, phone number, date and location of purchase, scan or photo of original purchase receipt, and one to three photos of the broken item showing as much detail as possible. 

CONTACT INFORMATION: Makawao (808) 572-2008 or [email protected]; Pa’ia (808) 579-9245 or [email protected]; and Wailea (808) 667-7997 or [email protected]. NOTE: If you are unsure at which gallery you made your purchase, please contact the Maui Hands Office at [email protected].

Items Damaged in Transit

While we do our best to securely package all shipped items, sometimes breakages happen. Rest assured that your purchase is insured, and we are able to provide a replacement OR a refund including shipping costs should a replacement not be available.

If your order is damaged in transit, please complete the following steps as soon as possible so Maui Hands staff can contact you and collect additional information if needed. Call the Maui Hands Office at (808) 573-2021 with any additional questions or concerns.

1. 1. 1. Take the following photos showing as much detail as possible, and make sure to keep all packaging material/boxes/broken pieces:
         • • One photo of the damaged item
           • One photo showing the damaged item inside the original box with all of the original cushioning showing the placement of the merchandise and packaging inside the box
           • One photo of the packaging material used inside the box (bubble wrap, cardboard dividers, etc.)
           • One close-up photo of the shipping label with tracking number
           • Two photos displaying all six sides of the package – one should show the top and two sides, the other should show the bottom and opposite sides
           • One close-up photo of the Box Manufacturer’s Certificate (BMC), a round stamp generally found on a bottom flap on the outside of the box
      2. Email your name, phone number, date and location of purchase, scan or photo of original purchase receipt, and above package/item photos (JPG or BMP format only) to the Maui Hands Office at [email protected].