Let Us Know How We Can Help
Thank you for your interest in shopping at Grayson Home.
Here you can find answers to our customers’ most frequently asked questions.
Frequently Asked Questions
We prioritize our customers’ satisfaction above everything and make sure that your order/shipment is delivered in its perfect state at your doorsteps. Your order is packaged with extra care and inspected individually to ensure the maximum possible quality of your delivered product. But if any item is delivered in less than perfect condition, you can access & file the claims form here. Kindly contact within the first 24 hours of delivery to file the claim.
It is advised that you notice any minor/major defects such as tears and mention in the delivery paperwork before signing the Proof of Delivery (POD). Follow the same procedure for standard delivery as well as other options and report any possible damages before signing the POD. In case of any further queries, feel free to contact us at firstname.lastname@example.org.
Order and Delivery
At Grayson Home, we try to keep the entire ordering process easy and effective. Upon placing the order, we send you an email containing the fulfillment process and an estimated date of shipping.
A local delivery professional is assigned to you once your order is shipped. You will also receive a tracking number to check the status of your shipment with the latest updates.
Once the order reaches the local distribution center, a delivery professional contacts you on the number mentioned on the file for scheduling your delivery. Please ensure to keep a track of your shipment and pick the call to avoid any complications or additional costs.
You can schedule your delivery appointment of a 4-hour window between Monday – Friday.
In case your order is being delivered via small parcel couriers (UPS & FEDEX), the shipment will be directly delivered to your home. Use the tracking number provided for the latest updates and make sure that you are available at your mentioned address on the date of delivery.
As a matter of fact, we do! Grayson Home delivers to not only 48 US states but we also deliver to cities outside the contiguous US such as Mexico, Canada, Alaska, Hawaii, and many more. Shipments outside the US border are subjected to international taxes/duties, brokerage charges, and increased delivery costs.
Please note that the orders shipped internationally do not qualify for returns except for the case of a damaged/defective product. The international shipping will take a few extra weeks to reach your address.
In case of any queries and your international shipping quote, feel free to contact our customer representative at 1-323-737-7375 or email@example.com.
Grayson Home functions on a customer-centric approach and we try our best to deliver your product as soon as possible. The estimated date of shipment, mentioned on the website or the one sent to you in the order confirmation email is our approximation of when your ordered item will leave our warehouse (if it is in stock).
After the order is shipped, it takes 8-13 days for the shipment to reach to your local delivery agent from where you can book your delivery appointment. If you have opted for our White Glove Delivery, extra time is needed to assign your order to a premium courier/delivery service.
If the estimated delivery is passed and your order has not been delivered, you can use your shipment confirmation mail to get the contact information of your local delivery agent. You can also use your tracking number to receive the latest updates on your shipment. You can also contact the local delivery agent and ask for any updates on your shipment delivery.
Grayson Home ensures a smooth experience for its customers. To this cause, you can also call us at 1-323-737-7375 or write to us at firstname.lastname@example.org regarding this and we will look into it for you.
Congratulations! After we receive your order, an automated confirmation email is sent. Our customer service professionals process and schedules your order. Upon completion of this process, we send you an email with order fulfillment process and an estimated date of shipment.
If you are not receiving any emails from us, kindly check the Others and Spam/Junk folder. To avoid this you can add us to the list of safe senders and get the latest updates on your orders.
Feel free to contact us in case of any queries by calling at 1-323-737-7375 or emailing at email@example.com.
If due to any circumstances, you want to delay your order and your order hasn’t been shipped yet, send an email at firstname.lastname@example.org with your order details and the new date for the shipment of your product.
You can convey the same by calling us at 1-323-737-7375 as well. We will arrange to delay the shipment of your product until after the date of your choosing. Depending on the stretch of time you want your order to be delayed, extra storage charges may apply.
After your order has been shipped, you can contact the local delivery professional about its delayed delivery. After an initial grace period of one week, a mandatory storage fee (charged daily) is implied by the delivery professional.
Don’t worry, your order is safe with the local delivery agent.
Kindly note that mandatory additional charges such as re-delivery, storage fee (charged daily), return shipping costs, etc. will be added by the delivery agent for any missed delivery appointment. Any extra charges levied are liable to be paid by our customers.
If your order tracking shows that your shipped order is pending, there has been a technical issue and we are on it. We have partnered with reputed third party courier companies to ensure efficient delivery of your products. Rare cases of technical issues have been registered with the companies such as failed updates of their tracking system or a mix-up at a distribution center. Your order is safe and will be delivered to you.
In case of any queries, feel free to contact us by calling at 1-323-737-7375 or emailing at email@example.com and we will assign a customer service professional to look into it.
With Grayson Home, changing your delivery address is quite easy. If your order hasn’t been shipped, you can contact our customer service professional and we’ll update the address details for you.
Upon shipping of your order, changing your delivery details is not usually possible. The delivery company might charge you extra for the same.
We love working with interior designers and similar professionals to ensure the maximum impact of your furniture on the home décor. So, yes! Grayson Home has a trade program. Click here.
As per our store policy, discounts and coupons are limited strictly to one per order.
Payments and Store Credit
Major Credit Cards: Visa, MasterCard, Discover and AMEX.
Alternative Payment: PayPal and Amazon Pay.
Yes, just give our sales team a call on 1-323-737-7375 and we are happy to help.
Our hours are 9:00 to 5:30 pm, Monday to Friday and 10:00 to 5:30 pm on Saturday, PST.
Sales tax for an order is based on the shipping address. Orders shipped outside of California will not be charged sales tax.
If a discount code has been missed from an order, we must be notified within 72 hours of the order being placed to add or adjust the balance.
All orders, including pre-orders awaiting back ordered items and custom orders, the full payment will be charged upon placement of the order.
Grayson Home is very particular about the quality of its delivered products. To this cause, we package your order with extra care to make sure that it reaches your doorsteps in its perfect state. Besides, your product is individually inspected before getting shipped. In rare cases, the delivered product might get damaged during transit. Don’t worry, we have got you covered!
Inspect a delivered item carefully and note all the defects such as tears, crush marks, etc. before signing on the Proof of Delivery (POD). If you notice any kind of damage upon arrival of your order, kindly sign off “Damaged Upon Arrival” with the delivery agent.
If the received item is usable and structurally unflawed, kindly accept the item. In the other case i.e. if you find your item damaged, feel free to refuse the arrived shipment. Kindly note that upon refusing the entire shipment, including faultless items, will subject to an attempted re-delivery of the undamaged items within 7 days. The additional costs related to the re-delivery, such as storage fee will be added to the overall amount.
Please file your claim within the first 24 hours of delivery of your products. You can file your claim by calling us at 1-323-737-7375 or emailing at firstname.lastname@example.org.
The product care notes mentioned on the product or on this page are included as a service and no warranty is implied in the same. Results may vary for different products.
Our products use fine materials such as textured metal, natural stone, wood veneers, etc. It is suggested to avoid the exposure of these products to direct sunlight, heat source or humidity to prevent cracking, fading, and other such damages. Always use quality coasters or mats before placing hot dishes on our furniture products to avoid leaving marks and stains of any kind.
Grayson Home keeps clients’ satisfaction at the core of the company’s value. We provide adjustable bases to accommodate the cases of uneven floors or furniture products. You may simply use these bases to level a piece of furniture to ensure its sturdy stand and effective usage.
We ensure the maximum quality of our products through personal inspection and quality packaging. In rare cases, you may find misaligned doors in your dressers or other storage cabinets, kindly check if your floor or the furniture is level. You can use the adjustable bases shipped with the product if your floor/furniture is not leveled. In the other case, use a basic screwdriver to fix these misaligned doors.
Our marble products having natural waxy sealant make them resistant against minor spills. These waxy sealants make the absorption process of any spills slower than the usual.
Marble is quite porous and, as such, the waxy sealant on our marbles is not strong enough to prevent etching. You must use proper surface protectors such as coaters, mats, etc. to avoid primary damages from acidic or alkaline food materials to the marble.
Use a marble cleaner of good quality to protect and maintain marble tops of your furniture. Besides this, it is advised to re-seal these exposed marble parts using a sealant every year.
Taking care of leather items requires the utmost care. For regular maintenance and protection of your sofa or other leather furniture items, you should use a dry cloth and a vacuum cleaner.
If you spot a stain on a leather item, you must use a lightly wet cloth and mild detergent. It is advised to wipe the entire area and dry it with another piece of clean cloth. Kindly ensure that harsh detergents, ammonia or abrasive cleaners are not used.
You need to ensure proper maintenance of all the furniture and home décor items for maximum effectiveness and longer lifetime. Kindly note that these are some basic instructions and you should hire a professional in severe cases.
For regular care, you should use a vacuum cleaner for cleaning upholstery attachments - the base and the back of your furniture. Though feather and down cushions are known for long life, it is normal for them to lose their feathers eventually. You must fluff up the cushions and other such comforters on a regular basis to bring them back to their original loft and shape.
To clean out stains, it is advised to start cleaning as soon as you spot them. Use warm distilled water on a small stain and wipe it dry using a clean cloth to blot it up. For stubborn stains, we recommended that you call a specialist for professional stain removal.
Grayson Home is known for its fluffy and comfortable pillows but they might lose their loft after being left in a place for a while. Make sure to fluff your pillows and cushions to bring them back to their original shape.
Wood furniture items are known for their longevity but you should ensure proper care and maintenance for them to have a longer life. Always follow the manufacturer's’ instructions before cleaning your furniture. Use a clean cloth and a wood-specified good quality cleaner once or twice a month. Attend to any stains immediately using an effective wood cleaner for the same.
Avoid the usage of aerosol cleaners, abrasive polishes, oil-based wax, and similar products. You should use high-quality wooden furniture polish twice a year to ensure the original state of your household items. For large and stubborn stains, consult a furniture cleaning specialist for professional care.
At Grayson Home, you can find multiple hardware-based furniture items involving bolts and multiple parts. Such items may loosen up over time and you should ensure regular maintenance for their longer life. Check the stability of different parts and tighten bolts & other parts to make sure that the hardware connections are perfect.
At Grayson Home, multiple items that are marked “Dishwater Safe”. This means that their constituent colors are melted at 1000 degrees celsius which gives them a luminous and indestructible color. The color of this product is resistant to wear and scratches. However, products that come with natural colors are not entirely scratch-resistant.
Returns and Claims Policy
Grayson Home upholds a very strict return policy. Please make your purchases very, very carefully.
If you change your mind about an item, please contact us at email@example.com to initiate a return. Eligible returns are subject to a non-negotiable 35% restocking fee, in addition to outbound and return shipping and delivery charges.
Orders shipped with free shipping will be assessed the real value of the shipping costs associated with the order.
Returns requests must be received within 7 days from the delivery or pick-up date, and in original condition and in original packaging.
Items not received in original condition and in original packaging cannot be refunded.
Only once the item(s) have been returned to the warehouse and have been inspected by our receiving team can the refund be issued.
Non-stock items and custom orders are not returnable and non-refundable.
Floor Samples and all items marked as final sale are non-refundable and cannot be exchanged for other items as they are sold in the condition as is.
We stand behind the quality of the products we sell. All orders are inspected prior to shipping, however damages and defects happen once in a while.
Please inspect your order at the time of delivery. If damage is noted, you must sign off with the delivery agent “Damaged Upon Arrival”.
For orders dropped off with our standard delivery service, please inspect all packaging for any defects such as tears or crush marks. It is important to note these issues on the delivery paperwork prior to signing the proof of delivery.
If an item is structurally intact and usable, accept the item. If an item is structurally damaged and completely unusable, refuse the item.
If you refuse the whole shipment, including undamaged items, you are responsible for accepting the re-delivery of the undamaged items within 7 days, in addition to all costs associated with the re-delivery including but not limited to storage fees.
Damaged or defective items will be repaired or replaced.
To file your claim, contact us within 24 hours of delivery, and we will attend to your claim. Claims can be submitted to firstname.lastname@example.org. More info about claims, click here.
Orders can be cancelled within 24 hours of time of placement. Orders which are cancelled 24 hours past the time of placement are subject to our return policy.
The shipping estimates listed on our website are approximate order processing times, provided the item is in stock. We recommend checking with one of our sales associates to verify the stock on an item.
Standard Shipping includes a delivery to the room of choice, without unpacking any shipping materials, unless shipped with UPS or other small parcel carrier for which a signature will be required upon delivery. Please note that stairs are not included with this delivery service.
Free for orders $500+
White Glove service includes a delivery appointment, inside delivery up to 1 flight of stairs, placement, assembly, and removal of large packaging materials.
A one-time fee of $279 per order.
When your order is at your local distribution center, a delivery agent will contact the number on file to schedule for delivery.
Delivery appointments are 4-hour windows scheduled Monday thru Friday.
Inform the carrier if you have any circumstances that could affect the delivery (additional fees may apply)
If your order was shipped via small parcel courier ( UPS, FEDEX ) you will not be called for a delivery date. Please track your order online to ensure that you are home on the delivery date.
Inform the carrier if you have any circumstances that could affect the delivery (additional fees may apply)
- Very Narrow Driveway
- Dead-end Street
- Ferry for island locations, etc. (fees may apply)
- The driver will need to park in a particular place
- Delivery through a side door or garage entrance
Deliveries to Apartments: If your order does not fit in the elevator, you will be responsible for any additional fees.
Please measure all elevators, doorways, stairways and openings to confirm that your order can be delivered. Orders that are undeliverable will be subject to our standard return policy and a 35% restocking fee.
If you are not available for your delivery appointment, you will be subject to additional fees such as storage charges and/or re-delivery. Carriers re-delivery fees usually range from $50-$150.
Also, keep in mind that if the freight carrier is not able to contact you for delivery, they may return your item to one of our warehouses and you will be responsible for the cost of return shipping.
If you need to reschedule your delivery appointment, please contact the carrier at least 24 hours in advance.
Any additional charges accrued with the delivery company will be transferred to the customer. These include, but are not limited to, isolated zip or postal codes (eg back road, islands etc.), missed attempted delivery charges, storage fees, additional delivery services and other potential charges associated with the order. It is the customer’s responsibility to keep track of the order from shipment to delivery.
Terms and Conditions
Grayson Home is not liable to you or any third party for incidental or consequential damages, expenses or losses related to your use of our site or sale or handling of goods, regardless of any warranties or disclaimers.
Any errors in pricing due to mathematical, numerical, typographical or invoice discrepancy, or errors in product description, dimensions, color, availability or other specifications may be subject to correction. We do not guarantee the accuracy, completeness, consistency or reliability of any information provided, and are not obligated to maintain current updates pertaining to any content, images or product description and details. We reserve the right to correct any inaccuracies and edit or cancel any related orders at any time.
California's Proposition 65 (Prop 65) entities California consumers to special warnings for products that contain chemicals known to the state of California to cause cancer, birth defects, or other reproductive harm if consumers are exposed to such chemicals above certain threshold levels.
While this law is only for California, because Grayson Living sells products to consumers in California, we are required to display the warnings.
California Customers: California Proposition 65 Warning
WARNING: This product may contain chemicals known to the State of California to cause cancer, birth defects or other reproductive harm.
Use of our website must be consistent with the intended use, and is not for any illegal or unauthorized purposes. The content of our website is the intellectual property of Grayson Home and is protected by copyright law. You may not copy, download, modify, adapt, reproduce, transmit, sell or distribute any of our content, including, but not limited to, copy, code, creative content, pictures or images, logos, characters, illustrations, trademarks or graphics.
All contact, inquiries and purchases made through our website or at our showroom are an offer to engage in a communication or transaction with you, and we reserve the right to refuse any such interaction at any time. By providing or publishing any user content, including, but not limited to, comments, reviews, messages, notes, suggestions or complaints, you agree that it is non-confidential, does not violate any privacy, publicity or intellectual property rights, and will be granted to Grayson Home for public use. Any user content in violation of these policies may be refused, altered or removed by Grayson Home at any time.
Information provided for contact or purchasing purposes, including any personal information or credit card information, must be accurate and complete. Any purchases made on our website will be charged in full upon purchase, including taxes and any additional services that may incur, such as production, shipping or assembly. Prices listed on our website do not include any taxes or additional fees, if applicable, and may vary outside of the continental U.S. We do not guarantee delivery at any specific time and are not responsible for delays in shipment or delivery.
These Terms & Conditions and any actions related thereto shall be governed in accordance with the laws of the State of California without regard to its conflict of law provisions.
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