Frequently Asked Questions

Our Commitment to Your Privacy

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.

Information Security

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.

Packing & Shipping

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 5 business days, please contact the gallery where you made your purchase:

 

Returns/Exchanges & Refunds

Please note that most Maui Hands purchases may only be exchanged for items of similar value or store credit.

EXCEPTION: If your item appears to have broken because of poor construction, please contact the gallery where you made your purchase to discuss repair or refund options. (Note that for repairs we require shipments back to us to be insured.)

If your order is damaged in transit, please let us know as soon as possible and follow the directions below.

  • Keep all packaging, then photograph both the exterior of the package as well as the damaged item(s). Email photos and order information to our main office at info@mauihands.com.
  • In these instances, we are able to offer a full refund including shipping costs or a replacement should one be available. We will contact you within 72 hours to discuss your preference and collect additional information if needed.

 

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