Returns & Exchanges Policy
If you're not happy with your purchase, simply return it within 90 days for an exchange or refund, less the cost of shipping and handling. Special policies apply to holiday, rug, customized/personalized, and final sale (prices ending in $.97) items. All returned items must be in their original packaging and in the condition in which they were received for a full refund.
Even after the 90-day timeframe has passed, we'll replace any defective item for up to a full year from the date of purchase. All damages or defects must be clearly communicated to a Grandin Road customer service representative. Verification of the reported issues will be completed through an inspection upon our receipt of the returned item(s). After our review, you'll receive an exchange or merchandise credit.
Return Options
Based on the size and weight of the product, the packaging slip may contain a UPS return label. If your package does not contain a UPS return label, please follow the instructions on the packaging slip or call 1-866-668-5962 so we can determine the best method to return the product.
Self-service online return feature
To return large or heavy items, please call our customer service department for assistance: 1-800-491-5179.
Always retain the tracking number for your records.
Truck & In-Home Delivery
Prior to accepting delivery of a Truck or In-Home shipment, please carefully inspect the product to ensure your complete satisfaction. In the event you are not satisfied, please call 1-866-668-5962 within 7 days to arrange for a return or an exchange. All damages or defects must be clearly communicated to the customer service representative. Verification of the reported issues are completed through an inspection upon receipt of the return. Shipping and processing charges are non-refundable and a minimum return pick-up fee of $100.00 or up to 10% of the order value will apply (up to a maximum of $250.00).
Christmas Returns
Christmas merchandise purchased after September 1st must be returned before December 23rd or within 30 days of purchase (whichever occurs later). All returned items must be in their original packaging and in the condition in which they were received. Please wrap your items carefully; package and ship them so that damage does not occur. Follow the return process instructions on the packaging slip.
Halloween Returns
Halloween merchandise must be returned by October 30th, or within 30 days of purchase (whichever occurs later). All returned items must be in their original packaging and in the condition in which they were received. Please wrap your items carefully; package and ship them so that damage does not occur. Follow the return process instructions on the packaging slip.
Rug Returns
Rug returns will only be accepted in their original, undamaged shipping bags. Or, if the original bag is unusable, please contact us at 1-866-668-5962 or service@grandinroad.com and we'll be happy to send you a replacement bag at no cost. If returned rug is damaged due to insufficient packaging, full value of product cost will not be refunded.
Customized/Personalized Items
Any order placed for monogrammed, customized, or made-to-order items cannot be canceled or modified after order is placed. These items are nonreturnable. This excludes defective items and items damaged during delivery.
Final Sale Items
Final sale items (with prices ending in $.97) cannot be returned.