Back Customer Support and FAQ’s

Frequently Asked Questions
Start here to find answers to your questions. Learn everything you might want to know about The Hamilton Collection Online; our ordering, shipping and billing procedures; our outstanding guarantees, how to care for your collectibles, and much more!

  • Billing Information
    • When are charges deducted from my payment method?

      A: Charges are not deducted from your chosen payment method until your item is selected for shipment from our warehouse. When paying in installments (available only for select items), subsequent installments will be deducted from the same payment method about every month until payments are complete. We accept VISA, MasterCard, Discover, American Express and PayPal for payments of your online order.

    • About installment payment plans

      A: Installments are the affordable way to shop because they spread the total cost of an item over several months. When installments are available, the number of installments and price per installment will appear on the item detail page. (Note: not all items are available for installment payments.)

      Your installment charges are deducted monthly from the payment method that was authorized at checkout. We do not charge interest on installment plans. Your first installment will be deducted when your item is selected for shipping from our warehouse.

      For example, if you purchase an item that costs US $79.95 through the Installment Plan, you then have the option to pay for that item in four separate installments of US $19.99 each.* Your installment charges are deducted monthly, from the payment method that was authorized at checkout. Your item will be shipped to you once your first installment is paid in full.

      *Plus Shipping and Service and any applicable tax

    • About installment payments for collections ordered by subscription

      A: Installments are the affordable way to purchase a collection. Your installment charges are deducted about monthly, from the payment method that was authorized at checkout. We do not charge interest on installment plans. Your first installment will be deducted when your first item is selected for shipping from our warehouse.

      If you buy a collection via Subscription Plan on the Installment Payment Plan, the next issue in the collection will be shipped after all installments for the previous issue are paid in full. This makes collecting both convenient and affordable. After choosing the payment method for the first issue, charges for all subsequent issues in your collection will be deducted from the same payment method. This holds true when purchasing a collection via phone, mail or online.

    • When is sales tax charged?

      A: For online purchases, we are required to collect sales tax on items from The Hamilton Collection Online and its affiliated companies when shipped to the state of Illinois.

    • Billing for collections ordered by subscription

      A: After choosing the payment method for the first issue in a collection, the charges for all subsequent issues in your collection will be deducted from the same payment method. This holds true when purchasing a collection via phone, mail or online.

      NOTE: PayPal is available for online orders only.

    • Important debit card information

      A: If you are using a debit card to make payments on a collection purchased with our Subscription Plan, please be aware that issues in a collection may be shipped and billed to you more often than just once a month.

      This could cause an overdraft on some accounts. To avoid this, please make arrangements to avoid any overdrafts. We're sorry, but we cannot be responsible for any overdraft charges should this occur.

    • How to check status of your payment

      A: You can check the status of your payment online 24 hours a day, 7 days a week, for any item ordered online, by phone or by mail from The Hamilton Collection Online. Just tap here.

  • Shipping Information
    • Shipping methods

      A: Three shipping methods are available:

      Shipping Method Shipping Time* Shipping Price**
      Standard Varies by item Varies by item
      Express Within 6 business days Standard + $9.95
      2-Day Within 2 business days Standard + $21.95

      *Express and 2-Day Shipping are not available for all of the items on our site or for areas outside of the contiguous U.S. Please allow additional time for delivery to Alaska and Hawaii. 2-Day Shipping is not available to P.O. Boxes.

      **Some heavier or oversized items may incur additional shipping costs

      Guaranteed holiday delivery does not apply to items shipped outside of the contiguous U.S.

      Each item ordered will be charged a shipping and service charge. The standard shipping and service charge is displayed on the item detail page beneath the price of the item, as well as during your checkout process.

      With standard shipping and service, you should generally receive your item within 3 weeks, but it could take up to 6 to 8 weeks. If an item has a delivery timeframe beyond this, it will be stated on the item detail page. To find the shipping timeframe for any item on the site, simply add it to your cart and click the "Shipping & Delivery" link on the View Cart page.

      Shipping and service charges include apportioned shipping, order processing, returns processing, credit services, customer service and other costs related to serving you at your home.

    • Shipping for collections

      A: Usually, each issue in a collection is billed and shipped separately to you, approximately every month or two after each previous issue is shipped and paid in full. Charges for all subsequent issues will be deducted from the same payment method as the first issue. If you order Express Shipping or 2-Day Shipping, it only applies to the first issue within your collection. Subsequent issues will be shipped via Standard Shipping.

    • Shipment status

      A: You can check the status of your order or return online 24 hours a day, 7 days a week, for any item ordered via the Internet, phone or mail from The Hamilton Collection Online or any of our affiliated companies. Just tap here.

  • Returning an Item
    • About returns or exchanges

      A: To return an item for an exchange or refund, it must be returned within the specified warranty period stated on the item detail page. All items should be returned in the original package.

      If the original package is not available, we encourage you to pack the items securely.

      If the package is unopened, you may write Refuse/Return to Sender on the outside of the package and place the return in any U.S. Postal Service mailbox.

      When we receive your return we will promptly issue an exchange, replacement, or refund via a check or a credit to your original payment method, if a refund is due. Processing rules allow us to issue credit ONLY to the payment method that was originally used for purchase. To issue a credit to another payment method or to refund this payment is prohibited under these rules.

      Please tap here to request a Return Information Card or Prepaid Return Label.

      Please include your Return Information Card inside of the returned package, explaining the reason for the return, as well as your full name and mailing address. All original documents received with your item must also be returned.

      All returns will be sent via the U.S. Postal Service to our Returns Center at 854 Golf Lane, Bensenville, IL 60105.

      Please note: We DO NOT reimburse for return shipping expenses for items returned by methods other than the use of our Prepaid Return Label.

    • Broken items

      A: If you received a broken or damaged item, the entire contents of that particular shipment must be returned for a replacement within the specified warranty period using our Return Information Card (see related information above). All items should be returned in the original package.

    • Duplicate orders

      A: If you receive a duplicate order, please return the duplicate to us using our Return Information Card (see related information above).

    • Check status of returned items

      A: You can check the status of your return online 24 hours a day, 7 days a week, for any item ordered via the Internet, phone or mail from The Hamilton Collection Online. Just tap here.

      Orders and returns sent using our Return Information Card can take from 10 to 15 business days for transit and processing before they appear online.

  • Placing an Order
    • Ordering items not on our Web site

      A: Items that are not available on our Web site may be ordered by e-mail, by ground mail or by phone. You may reach our Customer Service department toll free at 1-877-595-9506. A representative will gladly take your order. For your protection, do not include your credit card number if you are initiating a product order by e-mail.

    • Can I order just one issue in a collection?

      A: Yes, you may order just one issue from most of our collections by calling 1-877-595-9506. A representative will gladly take your order.

    • Our guarantee policy

      A: Our guarantee is the best in the business: up to 365 days on select items! If for any reason you do not wish to keep any item ordered from us, we guarantee that you may return it to us for a full refund. When you use the Return Postage Label that we provide to you in the original packaging of each product, even your return postage will be free.

  • About Collectibles
    • Caring for your collectibles

      A: For most collectibles we recommend dusting with a soft cloth, a small, soft paintbrush or makeup brush, or using the spray designed for computer keyboards, which emits puffs of air to remove dirt and dust particles from small spaces.

      Items made of hand-painted porcelain or diecast metal may be cleaned with a mild soap-and-water solution, then rinsed with clear water and carefully dried by hand. However, if they are decorated with simulated jewels, feathers, fabric or leather, they should be hand dusted only.

      Outdoor fabric flags may be machine-washed. Never wash any of your other fine collectibles in a dishwasher or washing machine. Avoid placing your collectibles in direct sunlight for long periods of time (flags are the one exception), and always handle them with care.

    • About limited editions

      A: Many of the items featured throughout our Web site are issued in limited editions. Editions may be limited by:

      • An announced number of items
      • A specific closing date or
      • An announced period of production

      Announced periods of production are often expressed in "firing days," "casting days," or "crafting days." The number of days used may or may not be consecutive.

    • What is artist's resin?

      A: Artist's resin is a molding composition prized for its ability to capture intricate and lifelike detail. The time-intensive process for handcrafting a collectible from resin begins when a mold is created from an artist's original sculpture. A skilled artisan pours the liquid resin into the mold (a process called "cold cast" because the resin is not hot), which is then allowed to dry. The finished collectible is carefully removed from the mold, cleaned, and painted by hand.

      Since artist's resin is a very delicate material, clean your collectibles made of this material with a soft, dry cloth, a small, soft paintbrush or makeup brush, or by using the spray designed for computer keyboards. Avoid placing your collectibles in direct sunlight and always handle them with care.

    • What is California Prop 65?

      A: California Proposition 65 notice for lead crystal: To enhance optical clarity, some crystal products might contain lead, a chemical substance known to the State of California to cause cancer and birth defects or other reproductive harm.

  • About Collections and Subscription Plans
    • What is a subscription plan?

      A: A Subscription Plan is a convenient way to obtain a complete collection, one issue at a time. By choosing to purchase a collection via our Subscription Plan, you won't miss a single issue, and you won't risk an increase on the price of other issues in the collection. You may, however, cancel at any time with no obligation by contacting us by e-mail, phone or mail.

    • Benefits of a subscription plan

      A: Here are many benefits to purchasing a collection with our subscription plan:

      • Each issue in the collection is billed and shipped separately, one at a time, until the collection is complete.
      • You have the opportunity to reserve all the issues in a collection, so you won't have to order them separately.
      • We will keep track of the issues you have received within a collection.
      • Payment is automatic. Choose a payment method when you subscribe to the collection and the charges for each issue will be deducted from the same payment method when it is sent to you later.
    • Shipping your collection by subscription

      A: Usually, each issue in a collection is shipped and billed separately to you, approximately every month or two, after each previous item in the collection was shipped and paid in full.

      If you selected Express Shipping or 2-Day Shipping, only the first item in a collection will be sent to you via either of these shipping options. All subsequent shipments in the collection will be sent to you via Standard Shipping.

    • Billing for your collection by subscription

      A: When you pay for your first item in a collection by credit card or PayPal, the charges for all subsequent issues in your collection will be deducted from the same payment method. This holds true when purchasing a collection via phone, mail or online.

      NOTE: PayPal is available for online orders only.

    • Seeing what's coming in a subscription plan

      A: You can see the first issue in a collection on the detail page for that particular collection. When possible, we provide photos of other issues in a collection on that same page. However, images of all subsequent issues in a collection may not always be available, either on our Web site or through our Customer Service Department.

    • Collection guarantee

      A: The guarantee of satisfaction that covers the first issue in a collection also covers all the issues in that collection. You may, without hesitation and for any reason whatsoever return any item you purchase within the specified guarantee period stated on the item detail page.

    • Important debit card information

      A: If you are using a debit card to make payments on a collection purchased with our Subscription Plan, please be aware that issues in your collection may be shipped and billed to you more often than just once a month.

      This could cause an overdraft on some accounts. To avoid this, please make arrangements to avoid any overdrafts. We're sorry, but we cannot be responsible for any overdraft charges should this occur.

  • Accessibility
    • Accessibility at The Hamilton Collection Online

      Here at The Hamilton Collection Online, it is our goal to offer a great customer experience. In defining a great customer experience for our customers with disabilities, we are committed to removing barriers and providing alternative ways to access our Customer Service Center.

      Telecommunications Relay Services (TRS)

      We accept calls made via Telecommunications Relay Service (TRS). This type of service allows for two-way communications for those with hearing or speech disabilities. This service is free and available 24 hours a day by dialing #711.

      We also provide additional assistance for our customers with visual impairment or other disabilities. If you are visually impaired, or if you have a different type of disability and you need assistance in accessing our website, please contact us by tapping here and asking for accessibility assistance.

      Tap Here to hear an audio clip of the information above.

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