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Returns & Exchange Policy

If for any reason you are not satisfied with your order, simply return it within 90 days and we'll replace it or refund the cost of the item (excluding Shipping and Processing fees), or we will repair or replace any item for a full year from date of purchase. All returned items must be in their original packaging and in the condition in which it was received in order to receive a full refund. At Grandin Road, we continuously strive to improve our quality standards. Therefore, all returns are examined by our Returns Department to confirm the return reason. Upon review, you will receive an exchange, merchandise credit or refund according to our findings.
*Special policies apply to Holiday and personalized merchandise.

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 instruction on the pack slip or call 1-888-263-9850 so we can determine the best method to return the product.


OPTION 1: Easy Return Label (Included with shipment)

This options allows you to use the pre-paid UPS Return Service (RS) label for $8.95 (Small Packages) or the Return Service 5 (RS5) for $14.95 (Large Packages). If you would like to take advantage of this service, please follow these easy steps:

  1. Complete sections one, two, and three of the pack slip and include it with the item(s) you are returning.
  2. Affix the UPS Return Service (RS or RS5) label over the original shipping label and reseal the carton. If your original package is unusable, please use similar packaging with sufficient packaging protection.
  3. Affix the UPS Return Service (RS or RS5) label over the original shipping label and reseal the carton. If your original package is unusable, please use similar packaging with sufficient packaging protection. Please package and protect your returned item carefully so that damage does not occur during the return shipping.
  4. Drop off the package at any UPS authorized shipping outlet.(Retain tracking number for your records)
    NOTE: The per package charge of $8.95 (small package) or $14.95 (large package) will be deducted from your total refund.

OPTION 2: We Can Email a Return Label

This option allows you to print a UPS return label from your personal printer for $14.95 per package. If you would like to take advantage of this service, please follow these easy steps:

  1. Contact Grandin Road Customer Service at 1-800-436-2100 to have a UPS label emailed to you.
  2. Complete sections one, two, and three of the pack slip and include it with the item(s) you are sending back.
  3. Affix the UPS return shipping label over the original shipping label and reseal the carton. If your original package is unusable, please use similar packaging with sufficient packaging protection. Please package and protect your returned item carefully so that damage does not occur during the return shipping.
  4. Drop off the package with the emailed label to any UPS authorized shipping outlet.(Retain the tracking number for your records)
    NOTE: The per package charge of $14.95 will be deducted from your total refund.

OPTION 3: Schedule a UPS Pick-Up

This option allows you to schedule a pick up in the event you cannot bring your package to a UPS facility. A fee of $29.95 per package will be charged. If you would like to take advantage of this service, please follow these easy steps:

  1. Contact Grandin Road Customer Service at 1-800-436-2100 to schedule a UPS Pick Up.
  2. Complete sections one, two, and three of the pack slip and include it with the item(s) you are sending back.
  3. UPS will make 3 attempts to pick up the product. The UPS Driver will provide and apply the return label. Please package and protect your returned item carefully so that damage does not occur during the return shipping.
    NOTE: The per package charge of $29.95 will be deducted from your total refund.

OPTION 4: Return Shipping Via Carrier of your choice

This option allows you to use the carrier of your choice to return an item to Grandin Road Returns Department. If you choose this option, please follow these easy steps:

  1. Complete sections one, two, and three of the pack slip and include it with the item(s) you are sending back.
  2. Apply the pre-addressed return label or Grandin Road order detail label provided with packing slip.
  3. Apply the carrier's shipping label onto your package. If your original package is unusable, please use similar packaging with sufficient packaging protection.
  4. Pay the carrier's shipping charge for return shipping. (Customer is responsible for shipping charges.)
  5. Maintain the tracking number for your records.

Special Shipments (Truck Delivery)

Prior to accepting delivery on Truck or In-Home shipment, please carefully inspect the product to ensure your complete satisfaction. In the event of dissatisfaction, please call 1-888-263-9850 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 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)

Holiday Order Return Information

Christmas merchandise purchased after September 1st must be returned before December 24th or within 30 days of purchase (whichever occurs later).

Holiday Light Policy: Our 2014 Holiday Trees and Greenery carry a 3 season warranty on factory installed lights. Lighting issues can frequently be resolved with simple trouble shooting tactics. Please refer to the troubleshooting guide included with the merchandise or online. Grandin Road will provide replacement strands or bulbs on defective factory installed lights at no charge (Does not cover burned out bulbs or product that is damaged due to misuse, neglect or intentionally altered).

Halloween Order Return Information

Halloween merchandise will not be accepted after 10/30 - or 30 days from date of purchase (whichever occurs later).

Rug Return Information

We can only accept rug returns if returned in an undamaged original shipping bag. If the original bag is unusable, contact us at 1-888-263-9850 or cs@grandinroad.com and we'll be happy to send a return shipping bag for your use. If returned rug is damaged due to insufficient packaging, full value of product cost will not be refunded.

Swimwear Return Information

If for any reason you are not satisfied with your swimwear, simply return it within 30 days and we'll replace it or refund the cost of the item (Excluding Shipping and Processing fees). Please note: Due to sanitary reasons, Grandin Road will only accept returns on suits that contain the original hang tags and hygienic liner (True Fit Try OnĀ® Liner). If any tags or liner has been removed or tampered with, the suit cannot be returned or exchanged and no refund will be applied. We recommend you try your suit on at your earliest convenience to ensure complete satisfaction.

Customized/Personalized Items

Any order placed for monogrammed, customized, or made-to-order cannot be canceled or modified after order is placed. In event that you must cancel or return the product a fee of 50% of the purchase price will be charged.

International Returns

Although Grandin Road fully supports manufacturers' warranties, our return guarantee does not include freight charges for international returns. If for any reason you choose to return a product from outside the U.S., international shipping charges must be pre-paid. For assistance with international returns, please contact us at international@grandinroad.com or 1.866.668.5962 (for Canada customers) or +855.868.8553 (customers from all other countries outside of the U.S.)

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