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- INTERNATIONAL CUSTOMER SERVICE
FAQs: International OrdersCan my order be delivered internationally?
Yes. Through our partnership with Borderfree, we are pleased to provide an enhanced international shopping experience for customers in over 100 countries, with support for many more coming soon. International shoppers now get the benefit of seeing product prices in their local currency, guaranteed order totals, cost-effective international shipping, and much more.
What countries can I ship to?
For a list of available shipping countries and shopping currencies, please click on the flag icon located near the search box at the top of this page.
What is Borderfree?
Borderfree allows us to provide the best possible shopping experience to our international customers. Borderfree is a global ecommerce solution that allows us to offer product prices in the currency of your choice, and at competitive international shipping costs.
How will I know how much my order will cost?
Simply add items to your Shopping Cart and click on the Checkout button. Borderfree will calculate and display a guaranteed order total in your preferred currency — including all shipping costs from our warehouse(s) in the U.S. to your selected international destination, as well as any applicable duties and taxes imposed by the customs and revenue authorities in the destination country.
Are there any additional costs that will be due upon receipt of my order?
No. When you use International Checkout, you will be provided with a guaranteed order total in your preferred currency. The order total presented will be the exact amount that you will be billed by Borderfree. Customers have the option to prepay duties and taxes during the checkout process in which case there will not be any additional costs, or where available, can opt to pay these upon receipt of their goods.
What currencies does Borderfree support?
Currently, Borderfree supports billing in over 60 global currencies, with more being added on an ongoing basis. Click the flag icon located near the search box at the top of this page to view and select from a list of our supported currencies. Once you confirm your preferences, you will be able to see products priced in your selected currency.
I live in the U.S. Can I use Borderfree to ship internationally but pay in U.S. Dollars (USD)?
Yes, you can ship internationally and receive a guaranteed order total yet pay in USD using a U.S. credit card. This also works if you're an American travelling or living abroad.
What payment options does Borderfree support?
Currently, Borderfree supports Visa, MasterCard, PayPal, American Express and JCB, with additional payment options coming soon.
What are my international shipping options?
You will be quoted a specific delivery time frame at the time of checkout based on your selected destination country and the shipping methods available. See below.
|Destination||Canada Post - Expedited Parcel|
|Canada||6-17 business days (4-8 days Express Delivery)|
|United Kingdom||7-12 business days (5-9 days Express Delivery)|
|Mexico||5-9 business days|
|Central America and the Caribbean||5-9 business days|
|South America||5-9 business days|
|Europe||5-9 business days|
|Asia-Pacific Countries||6-10 business days|
|South Asia||5-9 business days|
|Africa and Middle East||5-9 business days|
|Iceland||6-11 business days|
|Russian Federation||8-18 business days|
|Australia||6-10 business days|
How much does international shipping cost?
International shipping is calculated based on a number of factors, including the number of items you are purchasing, the weight of the items, and the destination country.
When am I billed and what will my credit-card statement say?
Your credit card will be billed by Borderfree when your package is shipped and your statement will read "BF*Grandin Road" where "BF" denotes the Borderfree network.
How much duty and taxes are charged on international orders?
Duties (or customs tariffs) are set by the destination country customs authorities and are determined based on a combination of the country of origin (manufacturing) of the goods being purchased and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries that Borderfree supports. Value Added Tax (VAT) rates are set by the destination country. You will be able to view the guaranteed total amount of applicable duty and tax/VAT for your order within the International Checkout process.
Are there any items that cannot ship to my country because they are restricted?
If, for some reason, there are any items that cannot be exported from the U.S. or imported into your destination country, Borderfree will notify you during the checkout process.
Do you ship to U.S. military addresses (APO/FPO)?
Orders shipping to U.S. military addresses should go through our domestic checkout, as they are not subject to the same costs and logistics flows as other international orders.
How can I track my international order?
You can track the progress of your international package(s) here
Who should I contact if I have questions relating to my order after I have made a purchase?
Please contact us at email@example.com or 1.888.549.6738 (Canada customers) or +800.85496738 (customers from all other countries outside of the U.S.) and Grandin Road will gladly assist you with any questions relating to your international order.
Can I purchase or redeem international gift cards?
Unfortunately, we do not currently support the sale of gift cards to international customers or the redemption of gift cards for internationally shipped orders.
What is your return/exchange policy for international orders?
If for any reason you are not satisfied with your purchase, please contact us at firstname.lastname@example.org or 1.866.668.5962 (Canada customers) or +855.868.8553 (customers from all other countries outside of the U.S.) and we will provide you with further instructions on where returns should be shipped and the amount you will be refunded. Refund amounts for returned items will be credited to you by our partner Borderfree in the same currency and using the same exchange rate as your original order. (Please note that you will be responsible for shipping costs.)
To exchange your item for the same item in a different size or color, first follow the return instructions above and then place your new order online. Borderfree will credit your account for the item(s) returned and Grandin Road will waive your return shipping costs. (Please note that you will be responsible for shipping costs for the replacement item.)
Can I ship to a U.S. address if I live outside the U.S.?
At this time, customers with International billing addresses cannot order online if the shipping destination is a U.S. address. Please contact customer service to place your order. Canada 1.866.668.5962, all other countries +855.868.8553.
Do you ship furniture pieces internationally?
Some restrictions apply. Please email email@example.com or call 1.866.668.5962 (Canada customers) or +855.868.8553 (customers from all other countries outside of the U.S.) for more information.
Will electrical products and lamps be compatible with my electrical outlets?
No. If you purchase an electrical item for use outside of the U.S., an outlet adaptor and voltage converter will be required. Our electrical items and lamps are UL Listed and comply with U.S. standards. Fire or injury can result from use with outlets higher than 110-120V.
Is the Grandin Road Gift Registry available to international customers?
At this time, our Gift Registry is available only to U.S. customers.
Is monogramming available for items in international orders?
No. At this time, monogramming is available only for orders shipping within the U.S.