At Grandin Road, we want you to be fully satisfied with every purchase. We stand behind the quality and craftsmanship of everything we sell. If you are not completely happy with your purchase for any reason, please return it to us within 90 days of the original ship date for a full refund or exchange.
Returns
If you would like to return an item, please follow these guidelines:
1. Start your return online or contact customer service
The fastest way to start your return is to visit our Returns Page and fill out the short return form. You will need your order number and email address. This will generate a prepaid return shipping label that you can print at home.
If you do not have access to a printer, you can also contact our customer service department at 1-800-555-1234 and a representative will be happy to assist you with starting a return and mailing you a prepaid shipping label.
2. Package item securely
Please repackage the item in its original packaging if possible. If the original packaging is unavailable, ensure that there is proper cushioning around the item to prevent any damage during transit. Seal the package securely with packing tape.
Attach the preprinted return shipping label to the outside of the package. Make sure the label displays clearly and that no portions are obscured or folded over. Remove or cross out any old shipping labels.
3. Ship item back to Grandin Road
Find the nearest carrier drop-off location for your prepaid return label. USPS Priority Mail and FedEx labels can be given to your postal carrier during regular mail pickup if more convenient. Make sure to keep the tracking number in case you need to track the status of your return.
Once we receive your return back at our warehouse, it will normally take 1-2 business days to process. You will receive an email confirmation when your return is completed.
4. Receive refund
As soon as your return is processed at our warehouse, we will issue a full refund for the purchase price of the item, not including any shipping, handling fees, or applicable sales tax you were charged on the original order. Refunds are issued to the original payment method used at the time of purchase.
- ForPayPalorAmazon Payorders, the refund will typically process back to your account within 5-7 business days.
- For orders paid bycredit card, expect the refund to appear on your next credit card billing statement, which may take 1-2 billing cycles.
- For orders paid bycheckormoney order, please allow 10-14 business days to receive your refund check in the mail after your return has reached our warehouse.
If you do not receive your refund after the timeframes described above, please contact our customer service team for assistance investigating the status of your return.
Exchanges
If you would like to exchange an item for something else instead of requesting a standard return, please follow these exchange guidelines:
1. Start your exchange online
To initiate an exchange, please visit our Returns Page and fill out the exchange request form. You will need your order number and email address used at the time of purchase.
Choose which item(s) from your original order that you would like to exchange. Indicate the product(s) you would prefer for the exchange replacement.
2. Package exchange item securely
Follow the same packaging guidelines described above in the returns section. Attach the prepaid return shipping label to your package and ship the original item(s) back to our warehouse.
3. Receive your replacement item
Once we receive and inspect your exchange item(s), we will process the request for the replacement product(s) you selected. This replacement order will ship out to you free of charge using the same shipping method selected at checkout for the original order.
Depending on product availability, please allow 2-7 business days to receive your replacement item after we confirm receiving your exchange at our warehouse.
Exchange Time Limit
Standard exchanges must be requested within 90 days from the original ship date printed on your packing slip. Outbound shipping charges still apply after 30 days from original ship date.
Return/Exchange Exceptions
While we aim to accommodate every return or exchange, there are certain products that cannot be returned or exchanged due to hygiene, safety, or regulatory reasons:
- Mattresses/pillows
- Personal care items (beauty products, hair accessories, etc.)
- Hazardous materials like flammable liquids or compressed gases
- Branded/manufacturer-sealed software or media products
- Special order or monogrammed items
- Redeemed gift cards, store credits or eCertificates
- Items marked as “Final Sale” – no returns or exchanges
Please contact us prior to purchase if you have any questions about restrictions on a certain product.
Receiving Damaged, Defective or Incorrect Items
If you receive an item that arrives damaged, has a manufacturer defect, or does not match your original order, please retain all packaging materials and contact our customer service department within 5 calendar days to report the problem and initiate a replacement order.
In your message, please specify if you would prefer a replacement item or refund. Pictures are helpful to document any damage or defects. Do not dispose of any packaging until the issue has been resolved.
For damaged items, we highly recommend rejecting the package at delivery if possible to simplify opening an insurance claim. Otherwise, be sure to document any external box damage with photos prior to unpacking.
Additional Return/Exchange Guidelines
- Sale items are eligible for returns and exchanges. Refunds/replacements are issued at the actual sale price paid.
- Shipping fees paid at checkout (ex. rush delivery upgrades) are non-refundable on returns.
- Custom and made-to-order items may have different return or exchange conditions. Please check the individual product page for restrictions before ordering.
- Outbound shipping charges still apply for exchanges made more than 30 days after the original order ship date.
- Return postage is prepaid by Grandin Road for standard exchanges within the 48 contiguous United States only. For Alaska, Hawaii, Puerto Rico and all international orders, contact customer service to determine if you or Grandin Road will be responsible for covering the shipping charges.
- You can track the status of your return by saving the prepaid shipping label tracking number, referencing your original order number, orcontacting customer service. Expect some delay during peak holiday return periods.
Please feel free to contact us if you have any other questions about our returns, exchanges or refund policies that were not answered here. Our team is always happy to help our customers!
