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Returns & Exchanges

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). In addition, we will repair or replace any product for a full year from the date of shipment. Please note: Any items that are monogrammed, customized or made-to-order cannot be returned or exchanged unless damaged or defective.

Return Options

Based on the dimensions and weights of the products in your order, the front of your packaging slip may contain a UPS or Return Service (RS) label (PDF). If you have received this label, your order qualifies for our Easy Returns service (Option 1). If your package does not contain a UPS/RS label, please follow Option 2.

OPTION 1: Easy Returns: Shipping via UPS/RS Label

Please Note: Not all orders will receive the Easy Returns label. If you did not receive an Easy Returns label, call Customer Service at 1-888-263-9850 to obtain specific return instructions for your item.

This option allows you to use the pre-paid UPS label for just $8.95. 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 sending back.
  2. Affix the UPS/RS return shipping label I (at right) over the original shipping label on your package and reseal it for shipment. If your original package is unusable, please use similar packaging with sufficient packaging protection. NOTE: Sorry, this service is not available for return shipments from Alaska or Hawaii.
  3. Drop off the package at any UPS delivery or pickup address, such as The UPS Store, Mailboxes Etc., Pak Mail, Staples, Office Depot, Packaging Stores, Postal Annex or Postnet, Parcel Plus, etc. For UPS drop-off locations or authorized shipping outlets, please call 1-800-PICK-UPS or visit www.ups.com. Please specify one of the following:
    1. Guaranteed Delivery (1-4 Business Days)
    2. Full Visibility of Package (Tracking Visibility)*

    * Retain the UPS/RS tracking number for your records.

A charge of $8.95 will be deducted from your total. Sorry, the prepaid return label is not valid outside the 48 contiguous United States.

Important Note for Rug Returns: We can only accept rug returns if returned in an undamaged original shipping bag. If the original bag is unusable, contact us at 1.866.668.5962 or cs@grandinroad.com and we'll be happy to send a return shipping bag for your use.

OPTION 2: Shipping via Carrier of your Choice

This option allows you to use the carrier of your choice to return an item to Grandin Road. 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 sending back.
  2. Apply the pre-addressed return label II (at right) on the front of the Grandin Road 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.

Important Note for Rug Returns: 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.

Special Shipments

Currently, return labels are not sent for items that ship directly from the manufacturer or items that require Truck or In-Home return service.

If your order was delivered via Truck or In-Home service, please contact us to schedule a return pick-up at 1.888.263.9850 or cs@grandinroad.com. We will coordinate the pick-up of any large Truck or In-Home item for return.

If you do not receive a UPS/RS label on your packaging slip, you can follow option 2 or call a Customer Service representative between 7 a.m. to 2 a.m. EDT at 1.888.263.9850 (inside the US) and [Country Code]+1+513.603.1434 (outside the US). You can also contact us via email.

Customized/Personalized Items

Any items that are monogrammed, customized, or made-to-order cannot be modified, returned, or exchanged after the order has been placed, unless damaged or defective.

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.

Holiday Order Return Information

All Halloween merchandise must be returned within 3 weeks of Halloween (by November 21); all Christmas merchandise must be returned within three weeks of Christmas (January 15); or 30 days from the date of purchase (whichever occurs later). Personalized and monogrammed orders cannot be cancelled and are not returnable. All returned items must be in their original packaging and in the condition in which they were received.

For further assistance with returns, please contact us at 1-800-436-2100.