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- to 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 at the time of purchase.

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

Not including furniture and crated items, we ship most larger purchases via UPS within 7-10 days of the date of purchase — and oftentimes earlier! But while we wouldn’t trade our location for the world, being on an island in the middle of the Pacific can sometimes present unique challenges.

If your order is complete and you have not received notification that it has shipped within 7-10 business days of the date of purchase, please contact the gallery where you made your purchase for more information:

• Makawao (808) 572-2008 or makawao @ mauihands.com
• Pā’ia (808) 579-9245 or paia @ mauihands.com
• Wailea (808) 667-7997 or wailea @ mauihands.com

Recycled Packing Materials for a Better Planet

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.

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), vary widely from location to location, and are not predictable. 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 14 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 makawao @ mauihands.com; Pa’ia (808) 579-9245 or paia @ mauihands.com; and Wailea (808) 667-7997 or wailea @ mauihands.com. NOTE: If you are unsure at which gallery you made your purchase, please contact the Maui Hands Office at info @ mauihands.com.

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 Shipping Department at shipping @ mauihands.com.