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Returns & Exchange Policy

If you are not happy with your purchase, simply return it within 90 days for an exchange or a refund, less cost of shipping and handling. Special policies apply to clearance (ending in $0.97), holiday, and special order/personalized items.

We will replace any defective item for up to a full year from the date of purchase. All damages or defects must be clearly communicated to the customer service representative. Verification of the reported issues is completed through an inspection upon our receipt of the returned item(s). After our review, you will receive an exchange, merchandise credit or refund.

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 1-866-668-5962 so we can determine the best method to return the product.


OPTION A: Use the UPS return label included with your shipment

This options allows you to use the pre-paid UPS Return Service. If you would like to take advantage of this service, please follow these easy steps:

  1. Complete sections 1, 2 and 3 (for exchanges). Place this slip inside the package’s nearest closing flap, and reseal it for shipment.
  2. 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.
  3. 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.
  4. Please drop off the package at any UPS location or authorized shipping outlet. Please call 800-PICK-UPS (800-742-5877) or visit ups.com for location listings.

OPTION B: For all parcel carriers other than UPS.

If you would like to take advantage of this service, please follow these easy steps:

  1. Complete sections 1, 2 and 3 (for exchanges). Place this slip inside the package’s nearest closing flap and reseal it for shipment.
  2. Affix the small pre-addressed label found on the reverse side of this 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.

Always retain 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 1-866-668-5962 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 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).

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 1-866-668-5962 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.

Customized/Personalized Items

Any order placed for monogrammed, customized, or made-to-order cannot be canceled or modified after order is placed.

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 1.855-868-8553 (for Canada customers) or +855.868.8553 (customers from all other countries outside of the U.S.)

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