Shipping & Returns

White Glove Delivery

• We offer flat rate White Glove Delivery for $500
• An experienced home delivery team will bring your items into your home, place them in the room of your choice, and assemble them completely. They will remove any packaging or garbage as well. There may be additional charges for multi flight walk ups, limited access locations, or other unforeseen challenges. Please contact us for a delivery quote if you believe your order may fall into this category. Please add 2-6 weeks to our standard lead times for White Glove Delivery.
• The buyer agrees to accept responsibility for determining if the furniture ordered can physically be delivered to their location using normal means. It is the sole responsibility of the buyer to determine if the furniture ordered is suited to their needs and appropriately sized for their location. The buyer agrees to accept all responsibility for any and all costs in the case that the furniture does not fit through doorways, passageways and elevators, etc. using normal moving equipment. Our delivery team will not remove doors or in any other way modify your home or your furniture to facilitate delivery. If walk up delivery is required beyond 2 flights of stairs, the buyer agrees to pay for this extra service at the rate of $25 per floor.
• All rooms must be prepared to receive furniture prior to delivery. Our delivery team is not able to move existing furniture or electronic equipment, nor will they attach anything to the walls of your home.
• Furniture may be picked up by appointment only.
  
• To schedule delivery or check the status of your order, contact us at hello@shopgrayn.com. We promise a prompt response.

Lead Times

• All our furniture is handmade just for you by expert craftsmen. That being said -- good things take time. The current lead time for the Join Bedroom is 16 weeks, and white glove delivery can add between 2-6 weeks to the lead time, depending on the distance the pieces are traveling. Lead times are estimates only. Lead times are not guaranteed. Shipping times are not included in estimated lead times. First delivery is shipping Late February.

Receiving & Inspecting Your White Glove or Curbside Delivery

• On the day you receive your furniture, it is important to remember to take the time to inspect your delivery carefully. You are responsible for properly describing any and all damages on the shipper's waybill or delivery receipt. If you don't note the damage, it gives us very limited recourse to assist you afterwards. Our shippers go to great lengths to avoid damage, but it's possible it can occur. Please review the following guidelines to inspect your furniture while the shipper is present:
• Whether your order has been specified for white glove delivery or curbside delivery, it is important to open all packaging and inspect every piece before signing the waybill/delivery receipt and the delivery team leaves your home.
• If your furniture has been boxed, inspect the boxes for damage. If the boxes show any evidence of damage or heavy wear, note this on all copies of the shipper’s waybill/delivery receipt. A damaged box could be a sign of hidden damage.
• If the delivery driver refuses to wait while you inspect the furniture, note on the waybill/delivery receipt, “driver refused to wait for inspection of contents. Final inspection for damage will be made when packages are opened.”
• Document any issues or damage (no matter how minor) in detail on the shipper’s waybill and ask the delivery driver to co-sign the waybill/receipt.
• Minor damage like a scratch or even replacement of a door or drawer, is best handled through repairs which can easily be done at your home or performed by furniture medics on behalf of the shipper.
• If the damage is substantial, refuse the item and have the shipper return it to the sender for repair or replacement
• If your shipment is missing any pieces call us immediately at hello@shopgrayn.com and have the driver note the shortage on the waybill. Advise us of any missing pieces and we will trace the shipment. If the missing items cannot be located within a reasonable time, the missing items will be re-ordered.
• If your shipment is missing any hardware call us immediately and have the driver note the missing hardware on the waybill. Hardware can be sent directly to your home.

Return Policy

• Our Furniture is Made-to-order just for you, and as such is neither refundable nor returnable.
• Clearance items are final sale and are neither refundable nor returnable.
• Because of the nature of our products, any made to order items cannot be cancelled without penalty after 48 hours from time of purchase. If you need to cancel an order, please contact us at hello@shopgrayn.com to calculate cancellation fees. Any and all cancellations resulting in refunds by credit card are subject to a minimum 5% processing fee.
• Returns & exchanges are subject to pick up charges. Delivery fees are not refundable.

Incorrect, Defective or Damaged Purchase

• If you have received an item that has been damaged during shipment, please contact GRAYN Customer Care at hello@shopgrayn.com immediately.
• Be sure to inspect all packages for damage before signing for the package.
• If damage is visible, reject the shipment, be sure the driver notes the damage and contact GRAYN Customer Care at hello@shopgrayn.com as soon as possible. We will file a damage claim with the shipper, pick up the damaged item or ship a replacement or replacement parts as soon as possible.
• For damages concealed at the time of delivery, promptly take photos of the damaged item and the packaging it arrived in.
• If the item(s) sent was incorrect, or defective, please contact GRAYN at hello@shopgrayn.com immediately. Please do not send back these items prior to contacting us.
• Photos are often required and always suggested so that a claim may be made with the shipping company.
• Please note, our furniture is handmade -- variations in color, wood grain, fabric, material or finish are not considered defects.

Important Please Read

On the day you receive your furniture, it is important to remember to take the time to inspect your delivery carefully. You are responsible for properly describing any and all damages on the shipper's waybill or delivery receipt. If you don't note the damage, it gives us very limited recourse to assist you afterwards. Our shippers go to great lengths to avoid damage, but it's possible it can occur. Please review the following guidelines to inspect your furniture while the shipper is present:

• If the delivery driver refuses to wait while you inspect the furniture, note on the waybill/delivery receipt, “driver refused to wait for inspection of contents. Final inspection for damage will be made when packages are opened.”
• Document any issues or damage (no matter how minor) in detail on the shipper’s waybill and ask the delivery driver to co-sign the waybill/receipt.
• Minor damage like a scratch or even replacement of a door or drawer, is best handled through repairs which can easily be done at your home or performed by furniture medics on behalf of the shipper.
• If the damage is substantial, refuse the item and have the shipper return it to the sender for repair or replacement
• If your shipment is missing any pieces contact us immediately at hello@shopgrayn.com and have the driver note the shortage on the waybill. Advise us of any missing pieces and we will trace the shipment. If the missing items cannot be located within a reasonable time, the missing items will be re-ordered.
• If your shipment is missing any hardware call us immediately and have the driver note the missing hardware on the waybill. Hardware can be sent directly to your home.