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
Claims Procedure
Your order is carefully inspected and packed before shipping. However, in the event your order arrives damaged, you can access the claims form here. To file your claim, contact us within 24 hours of delivery, and we will attend to your claim.
Please inspect your order at the time of delivery, and note any issues or damages on the delivery paperwork prior to signing the proof of delivery.
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.
Order and Delivery
Once you have placed your order with us, you will receive an email with details on the fulfillment process and an estimated ship date.
Once your order ships, you will be assigned a local delivery agent and a tracking number to check for the latest updates.
When your order is at your local distribution center, a delivery agent will contact the number on file to schedule for delivery.
Deliver appointments are 4-hour windows scheduled Monday thru Friday.
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.
We do! We can coordinate shipping outside the 48 contiguous United States, including, but not limited to, Mexico, Canada, Alaska, and Hawaii.
Please note that additional shipping, brokerage fees and taxes/duties will apply.
Orders shipped outside the contiguous U. S. are not eligible for returns except where damages or defects apply. In addition, shipping will take a few weeks longer for your order to arrive.
Contact a customer service representative for a shipping quote by calling 1-323-737-7375 or emailing info@graysondh.com.
The shipping estimates listed on our website are approximately when an item will leave the warehouse, provided the item is in stock.
After your order ships, please allow an additional 8-13 business days for transit to your local delivery agent. For white glove deliveries, please allow extra time for your orders to be transferred to a premium delivery agent.
If your estimated delivery date has passed and you have not received your order, you can refer to your shipment confirmation. You will find a tracking message with all the contact information for your local delivery agent. To further inquire about a shipment, you can reach out to the local delivery agent and ask for a status update.
Alternatively, you may contact us and a customer service representative can look into this for you by calling 1-323-737-7375 or emailing info@graysondh.com.
Upon placing an order with us, you will receive an automated confirmation with the details on your purchase.
After your order is processed and scheduled by one of our customer service agents, you will receive an email with details on the fulfillment process and an estimated ship date.
Make sure to check your spam or junk folders, as sometimes they may appear there. Please also make sure to add us to the safe senders list to receive our future updates.
If you are not getting any emails from us please do not hesitate to contact us.
If you are not ready to receive your order, give us a call or send us an email with your order details and the date you would like your order to be shipped. As long as your order has not been scheduled to ship, a customer service agent will arrange for your order to be held until you are ready to receive delivery. Storage may apply depending on length of time.
Orders that have shipped must be delivered promptly upon arriving to your local delivery agent. After a one-week grace period, if you are unable to accept delivery, the local delivery agent will assess a daily storage fee. The customer is responsible for any additional fees or penalties passed on by the delivery agent.
Please make sure not to miss your delivery appointment; you will incur additional delivery fees such as re-delivery, storage charges and/or return shipping costs.
Any additional charges accrued with the delivery company will be transferred to the customer.
We use specialized third party companies to deliver your products to you as efficiently as possible. In rare cases they might experience a few complications or communication issues. The problem is most likely due to failed updates to their tracking system, or there is a mix up at one of their distribution centers.
You may contact us and a customer service representative can look into this for you by calling 1-323-737-7375 or emailing info@graysondh.com.
Changing your delivery address is easy. Contact us and we will update your details. If you order is scheduled for shipping, changing your delivery address is not usually possible, and you may be charged for an address change.
Showroom
We do! The showroom is an expansive 12,000 SF display located in Los Angeles, CA. Drop in during normal business hours, or reserve an appointment with a customer service agent by calling 1-323-737-7375 or emailing info@graysondh.com.
Trade Program
We do! We love working with interior designers and other trade professionals. Click here for more details on our trade program benefits!
To place an order with your trade discount, enter the discount code at checkout. For quotes and more information, one of our dedicated trade representatives will be able to assist you with creating quotes, placing orders and general inquiries! Contact us.
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.
Product
Customization
Yes, we can mail you a fabric sample. Contact a sales person to request your sample today.
Custom upholstered items can be made in COM (customer’s own material). Contact us for more info.
Product Issues
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.
To file your claim, contact us within 24 hours of delivery, and we will attend to your claim. Claims can be submitted to info@graysondh.com. More information about claim, click here.
Product Care
Product Care instructions are provided to you as a service. No warranty is implied since results may vary.
Most of our products use delicate materials including exotic wood veneers, natural stone, and textured metals. As such, we recommend avoiding exposure to direct sunlight, heat or humidity to prevent fading and cracking. Use coasters and mats under glasses and hot dishes. Natural materials do stain from liquids and burn from excess heat.
If your furniture appears to be uneven, check that your floor is level. Many pieces have adjustable bases to accommodate this.
If your cabinet doors appear to be uneven, check that your floor is level. Additionally, most doors can be adjusted with a simple screw driver.
Our marble pieces have a coat of waxy sealant which will provide basic protection; however, due to the porous nature of marble, we advise you to be cautious with any spills.
Sealant slows the absorption of liquids, however cannot prevent stains. Sealant does not prevent etching. This is physical damage to the stone and we therefore recommend using coasters, place mats or other surface protectors and avoiding contact with acidic and alkaline foods as best as possible.
To protect and maintain marble, we recommend purchasing a special marble cleaner and an additional sealant. We recommend re-sealing marble every year.
Dust with a dry cloth and vacuum for regular maintenance. If stains become apparent, blot stains immediately and wipe surface with a lightly dampened cloth and mild detergent. Do not spot clean; wipe the entire area and then dry with a clean cloth. Do no use saddle soap, abrasive cleaners or detergents or ammonia.
Regular Care: Vacuum regularly with an upholstery attachment. Flip, rotate and fluff removable cushions regularly to ensure even wear and increase longevity. Feather and down cushions have excellent recovery, but much like down comforters, pillows need to be fluffed frequently to restore their loft. Some feather loss is normal. Vacuuming with an upholstery attachment between the fabric casings and cushions will help prevent feathers from poking through the fabric. To minimize fading, avoid placing your upholstered furniture in direct sunlight. Dark fabrics and natural fibers like cotton are most susceptible to fading. An annual professional cleaning will keep your upholstered furniture looking its best.
Stains: Treat stains immediately for the best results. Blot up as much of the spill as possible with a clean, dry, white cloth. Don't rub. For small stains, use warm distilled water and blot up the stain with a clean cloth. For large or stubborn stains, we recommend consulting a furniture specialist for professional care.
Cushions may appear creased when removed from packaging upon arrival. When air begins to circulate, they will return to their original form. Fluff cushions weekly to keep them full and rotate regularly if possible.
Once a month, surface clean with a soft cloth and quality cleaner specified for wood along the grain according to the manufacturer’s instructions. Twice a year, polish with a quality wooden furniture polish. Do not use aerosol cleaners or polishes, or oil-based, wax or abrasive polishes. If stains occur, blot immediately and apply a non-aerosol, non-abrasive wood cleaner according to the manufacturer’s instructions. Spot test to ensure there will be no discoloration. If the stain or blemish is still present, please consult a specialist.
Hardware may loosen over time. Check the stability of tables and chairs regularly to make sure all connections are tight. You may, from time to time, need to tighten bolts and other parts.
Items listed as dishwasher safe may contain colors that are melted into the glaze at 1000 degrees C. Here the glaze softens and the decor sinks into it, thus making color and luminosity indestructible and dishwasher save. It is scratch- and wear-resistant. However, gold decors are not totally scratch resistant by virtue of their natural material properties.
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 info@graysondh.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 info@graysondh.com. 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.
Shipping Information
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.
Privacy Policy
From time to time, Grayson Home will update the privacy policy of our company based on the feedback we receive. Grayson Home reserves the right to change this policy at any time, and will update this page accordingly. Please ensure this page is reviewed regularly for any changes in our policy. It’s a good idea to take a peek at the changes, so you know how we’re protecting your information when you buy from us.
Grayson Home is committed to ensuring that your privacy and personal information is protected. This privacy policy will notify you of what information we collect, how we use, store and protect it, how you can view and edit information being collected, what you can do if this policy is not met and how changes will be communicated. By sharing your information with us or using our website or mobile applications, you are agreeing to the policies stated.
When you place an order with us, we may ask for some personal information, such as name, shipping address, telephone number, e-mail address, billing address, credit card number and expiration date. We use this information to:
- Process an order
- Verify your identity for payment authorization
- Contact you regarding your order status
- Ship your order to you
- Send you news from Grayson Home
- Provide you with an excellent shopping experience
When you place an order with Grayson Home, we'll transfer your name and address to your credit card company for confirmation to complete your purchase, and then to the third-party fulfillment center to deliver your order. We do not share your information with any third party outside this establishment other than as necessary to complete your request, such as shipping an order. We promise to never use your name and address for any other purpose, including selling it to mailing-list firms. Sometimes we do share blanket information and statistics about our customers with important business partners, but we’ll never reveal your individual details.
The ad platform uses cookies, tracking pixels and related technologies to provide our services for Advertisers. Cookies are small data files that are served by our platform and stored on your device. They enable us to identify your device when you move between different websites and applications, so that we can serve targeted advertising to you.
We may also drop cookies from our Advertising Partners for the purposes described above. The Advertising Partner cookies dropped vary by Advertiser implementation.
We may also collect demographic information for the purpose of site trend analysis. Any use of cookies is only to enhance user experience and is not linked with any personally identifiable information.
We might ask you if you’d like to participate in a completely voluntary review. The information you give us is entirely up to you and typically includes your first name, along with a review of your Grayson Home experience and a review of the products you purchase. We use this survey information to improve the shopping experience for you and your fellow customers. Some answers might be posted on our site to provide information about our products to other users.
If you’d rather not hear from us, we won't take it personally! Just hit “unsubscribe” on our subscription status page and enter your information. You can also opt out by emailing us at info@graysondh.com
When entering sensitive data, such as credit card information, on our website, it is securely encrypted and transmitted. We have implemented physical, electronic and managerial safeguards to ensure your information is not disclosed or accessed without authorization.
The only time we’ll share your personal information is when required by law or with the good-faith belief that it is necessary in order to conform to the law. If you have any questions about this privacy statement, please contact our customer service department at info@grayondh.com or 1-323-737-7375.
Terms and Conditions
Our policies are designed to be fair to all parties involved, and we advise that you read them thoroughly and in their entirety. By purchasing goods from Grayson Home or participating in our website's services, you are agreeing to these Terms & Conditions as well as our Privacy Policy and Shipping & Returns specifications. These Terms & Conditions may be changed or updated at any time without notice to you, and will be addressed here for your reference.
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) entitles Californian 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.
Contact Us
Fields marked with an * are required