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.
OPTION A: Self-service online return feature
This option allows you to print your own Return Label and use the pre-paid UPS Return Service. If you would like to take advantage of this service, please follow these easy steps:
- Click or tap on the “Start Return” button; you can find this in a number of places, including:
- Shipping Confirmation Email
- Delivery Confirmation Email
- Order Details Page (Please have Order Number ready)
- Order Locator Page (Please have Order Number ready)
- From there, follow the instructions on the screen
- During that process, the following instructions will be provided:
- Print the attached PDF that contains both your 'Return Authorization slip' and 'Return Shipping label'
- Place the entire Return Authorization slip in your return package
- Affix the Return Shipping label squarely onto the address side of a flat surface on the package
- Cover up any previous delivery address and barcode
- Ensure that there are no other tracking labels attached to your package
- Take this package to a UPS location. To find your closest UPS location, visit the UPS Drop Off Locator or go to https://www.ups.com and select 'Drop Off'
OPTION B: Easy Return Label (included with shipment)
Use the included UPS Return Service (RS) label for $8.95 (small packages) or the Return Service 5 (RS5) label for $14.95 (large packages) to return an item. Just follow these easy steps:
- Complete sections 1, 2, and 3 (for exchanges). Place the slip inside the package's nearest closing flap and reseal it for shipment.
- Affix the UPS return label (label “A”) over the original shipping label on your package. If your original package is unusable, please use similar packaging to prevent damage upon return. The pre-addressed return label is not valid outside the contiguous United States.
- The fee for UPS to return the product is determined by the reason for return, price, and package weight/size. If you are returning merchandise for a refund, the return fee will be deducted from the total refund amount.
- Please drop off the package at any UPS location or authorized shipping outlet. Please call 1-800-PICK-UPS (1-800-742-5877) or visit ups.com for location listings.
OPTION C: For all parcel carriers other than UPS.
If you would like to take advantage of this service, please follow these easy steps:
- Complete sections 1, 2, and 3 (for exchanges). Place the slip inside the package's nearest closing flap and reseal it for shipment.
- Affix the small pre-addressed label found on the reverse side of the form (label “B”) to your package, and take your package to your preferred carrier. This is not a prepaid label; please be prepared to pay shipping fees. Please use a trackable shipping method; insurance is recommended.
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.