Let Us Know How We Can Help
Thank you for your interest in shopping at Grayson Luxury.
Here you can find answers to our customers’ most frequently asked questions.
Frequently Asked Questions
We put great care throughout our packing process and inspect each item individually before shipping to make sure you receive your order in perfect condition. However, damages may occur while your order shipment is in transit and may arrive damaged. Don’t worry and follow the claims procedure by accessing the claims form here. You are requested to file your claim within 24 hours of the delivery.
If you note any issues or damages with your order shipment at the time of delivery, please report them on the delivery paperwork before signing the proof of delivery (POD) documentation from the courier service.
Orders which are dropped off with our standard delivery service must be carefully inspected for potential faults or damages, such as tears or crush marks, in the packaging. Note such issues and report them on the delivery documentation before signing the POD.
Order and Delivery
As soon as you place your order with us, you will get an email confirmation regarding the order fulfillment process along with an estimated shipping date for your order.
As your order ships, a local delivery agent will be assigned to you. You will also get an order tracking number to check your order shipment’s whereabouts.
As your order reaches your local distribution center, your assigned delivery agent will call you to schedule a delivery appointment. Make sure you do not miss your delivery appointment as it may incur additional costs.
You can pick a four-hour delivery window scheduled Monday through Friday.
Please note that order shipped via small private parcel carriers (like FedEx, UPS), you will not be called for scheduling a delivery. You should track your order status online and be available at the given address on the delivery date.
Yes, we do ship outside the contiguous 48 states. We can coordinate shipping outside the contiguous United States, including but not limited to, Alaska, Hawaii, Canada, and Mexico. However, this will incur additional shipping costs, brokerage fees, as well as taxes/duties.
Also, orders shipped outside the 48 contiguous states in the U.S. cannot be returned except for situations when they have arrived damaged or defected. The delivery time will also extend to a few extra weeks in this scenario.
To get a quote for shipping orders outside the contiguous U.S., contact a customer service representative at 1-310-652-3220 or firstname.lastname@example.org.
Each individual product page provides an estimate for shipping and suggests when your ordered item will dispatch from the warehouse provided that it is in stock.
Once your order has been shipped, it may take an additional 8 - 13 business days to arrive to your local delivery agent. If your order has been shipping via white-glove service, please allow extra time for your order needs to be transferred to a premium delivery agent.
Sometimes, order shipments take longer than usual to arrive at their destination, but if you have not received your order days after the estimated delivery time, you must check your shipping confirmation email. You will find all the required contact details of the local delivery agent whom you can contact to know about your order’s status.
You may also get in touch with one of our customer service representatives at 1-310-652-3220 or email@example.com, who can help you with your order delivery status.
After you have placed your order with us, you will receive an automated confirmation email from our end encompassing all the order information about the item purchased.
Once your order is processed by our customer service agent, you will receive another email with details on the order fulfillment process, in addition to estimated shipping date.
Please also check your spam or junk folders for the email and add us to the safe senders list so that you can receive future communication from us in your inbox.
For any problem regarding not receiving our emails, please don’t hesitate to contact us.
You can request to postpone the shipping date of your order as long as its shipment has not been scheduled. You can get in touch with one of our customer service agents through call or email along with your order details and desired date for shipment of your order. The agent can help to delay the shipment of your order until you are ready to receive the delivery. Additional storage charges may apply based on the length of time you want to delay the delivery of your order.
Furthermore, orders that have been shipped must be delivered promptly upon arrival to the local distribution center. After the one-week grace period is over, if you are still unable to accept your order delivery, you will be charged daily storage free by the local delivery service. All additional fees and/or penalties will be passed on by the delivery agent to you upon final delivery.
In case you miss out on your delivery appointment, you are liable to pay for any additional delivery-related expenses, which include storage fees, re-delivery charges, and/or return shipping costs.
All kinds of additional costs accrued with the parcel delivery service will be transferred to the customer.
All our order shipments are delivered by specialized third-party companies to provide you a hassle-free experience. However, in rare situations, a few complications or communication issues may arise at their end, mostly due to some kind of failure in their tracking system or a mix of at one of their distribution centers.
Don’t worry. You may contact us by calling at 1-310-652-3220 or emailing us at firstname.lastname@example.org.
You can change your delivery address at any time prior to the scheduling of your order for shipping. Simply contact us through call or email and we will take care of the rest. However, it is not possible to update your delivery address once the order has been scheduled for shipping. Also, you may be charged extra for an address change.
Yes! We have a trade program for industry professionals, such as interior designers, real estate developers, general contractors, and other trade professionals. Our trade programs offer exclusive discounts, volume pricing and complimentary white glove delivery for orders. For more details, click here!
Enter the exclusive trade discount code at the checkout while placing the order. Contact us for any other assistance regarding creating quotes, placing orders, and other general inquiries. One of our dedicated trade representatives will assist you and answer all your questions.
According to our store policy, discounts and coupons are strictly limited to one per order.
Payments and Store Credit
Major Credit Cards: Visa, MasterCard, Discover and AMEX
Alternative Payment: PayPal and Amazon Pay
Yes. You can contact one of our sales team representatives at 1-310-652-3220, who will take your order over the phone. You may call us at any time between 9:00 am to 6:00 pm, Monday to Friday and 10:00 am to 6:00 pm on Saturday, PST.
The sales tax is charged depending on the shipping address of the order. For orders to be shipped outside of California, no sales tax will be charged.
You must notify us for a discount code that has been missing from an order within 72 hours of the order being placed so that we can add or adjust the balance.
For pre-orders, awaiting, back-ordered items as well as custom orders, you must pay the full amount while placing your order.
Yes, you can request a free fabric sample by getting in touch with a sales executive here.
While we stand firmly behind the quality of products we sell and carefully inspect all orders prior to shipping, your order may arrive damaged or defective in rare occasions due to inappropriate transportation and handling during the course of product delivery.
Only after careful inspection of all orders should you accept the items from your delivery agent. In an event the ordered items have arrived damaged or defective, you must report the issue as “Damage Upon Arrival” when you sign the delivery documentation.
All packaging defects, including tear and crush marks, must be closely inspected for orders dropped off via our standard delivery service. Please note all the issues on the delivery paperwork before the delivery crew makes the final sign off for the delivery task.
You should refuse the order if it has arrived structurally damaged and is completely unusable. If the item has arrived structurally intact and is in working condition, you should accept it.
If you refuse delivery of the whole shipment which included undamaged items or parts, you are required to accept the re-delivery of the undamaged items within 7 days as well as other expenses related to the process of re-delivery, including but not limited to storage costs.
You must contact us within 24 hours of delivery to file your claim. Submit your claims at email@example.com. You can find full information about the claim, here.
Product Care instructions for the care and maintenance of items are provided to the customer as a service. No warranty is implied on this since the results may vary depending on various other factors.
Since the construction of most of our items involves delicate materials, like exotic wood veneers, textured metals, and natural stone, we recommend you to avoid direct exposure to sunlight, heat or humidity in order to avoid fading and cracking of the item. The use of mats and coasters under glasses and hot tableware is recommended. Natural materials get stained when coming in contact with liquid and burn when exposed to excess heat.
The unleveled floor may cause your furniture to appear uneven. Many furniture items are provided with adjustable bases to deal with such an issue.
The unleveled floor may cause your cabinet doors to appear uneven. Furthermore, most doors can be adjusted using a simple screwdriver.
The shine on marble pieces in addition to basic protection can be maintained by coating its surface with a wax sealant.
Being a natural stone, marble surfaces tend to have a degree of porosity i.e., they absorb water. Although the use of a sealant on marble slows down the absorption of liquids, but cannot prevent the stains and etching, which causes physical damage to the natural stone. That is why, we recommend using placemats, trivets, and coasters to protect the marble surfaces or countertops. Make sure to avoid any contact of the marble surface with alkaline and acidic foods.
A special marble cleaner solution and an additional sealant should be used to protect and maintain a marble surface. Re-sealing marble at least once every year is a good idea.
Wipe the leather down with a clean, dry cloth and vacuum the crevices on a regular basis. Make it a habit to clean spills immediately with a dry cloth. If the stains become apparent, blot them away as soon as possible, using a moistened cloth and mild detergent, if necessary. Avoid spot cleaning, instead, wipe down the entire area and then dry afterward with a clean cloth. Use of abrasive cleaners, saddle soap, detergents or ammonia is not recommended.
Regular Care: Vacuum your furniture upholstery to draw out all the dirt and loose dust from under and above the surface. All removable cushions should be flipped, rotated and fluffed on a regular basis for an even wear and longer life. Although feather and down cushions display superior recovery but like down comforters, they are required to be fluffed regularly in order to restore their loft feel. Vacuuming with an upholstery attachment between fabric casings and cushions will prevent feathers from poking through the fabric. Since dark fabrics and natural fibers like cotton are most susceptible to fading, it is recommended to avoid exposure of such upholstered furniture to direct sunlight to minimize fading. Professional cleaning of your upholstered furniture once a year is a good idea.
Stains: Ensure immediate action on stains on fabric upholstery for best results. Use a clean, dry cloth to blot away the spill. Avoid rubbing. Use warm distilled water and blot away the smaller stains with clean fabric cloth. When tacking those large or stubborn stains, it is recommended to consult with a professional furniture specialist.
When cushions are taken out of the packaging upon arrival, they may appear crushed and creased in places. However, when the air begins to circulate, they tend to retain their original structure and form. It is recommended to fluff and rotates cushions regularly (weekly) to keep them looking full.
Clean wood furniture surfaces using a soft cloth and a quality wood cleaner along the grain as per the instructions are given by the manufacturer at least once every month. Re-polish wooden furniture with a quality polish twice every year. Avoid using oil-based, wax or abrasive polishes, or aerosol cleaners. For apparent stains, blot them away as soon as possible and apply a non-abrasive, non-aerosol wood furniture cleaner as recommended by the manufacturer. Ensure no discoloration with a spot test. Get in touch with a furniture specialist if the stains or blemishes persist.
Regularly check the hardware screws, knobs, etc. and tighten all bolts and other connections to ensure lasting stability of chairs and tables.
Sometimes, dishwasher safe items contain colors that melt into the glaze at 1000 degrees C. As the glaze softens and the décor sinks into it, the color and luminosity lasting and dishwasher safe. It is both scratch- and wear-resistant. However, gold decors are not completely scratch-resistant due to the natural characteristics of the material.
Returns and Claims Policy
Grayson Luxury maintains strict return policy guidelines, so you are required to make your purchases very cautiously.
If you are not satisfied with your purchase for any reason and choose to return an item, you’re covered by our return and claims policy. However, we ask you to contact us at firstname.lastname@example.org in advance so that we can initiate your return quickly upon arrival. Eligible orders for online returns are subject to a non-negotiable 35% restocking fee, along with outbound and return shipping and delivery costs.
If your item was shipped “Free Shipping”, the actual value of the shipping charges related to the order will apply.
All return requests should be received within 7 days from the pick-up or delivery date. Returned items will only be accepted in new, unused condition and in their original packaging.
No refunds will be allowed for returned items not in their original condition and/or packaging.
Refund will be issued only once the returned item(s) reach our warehouse and our receiving team has inspected the item(s) to meet all mandatory requirements of the return policy.
Custom orders and non-stock item orders are non-refundable and not returnable. Also, floor samples and all items marked as “final sale” are non-refundable and can’t be exchanged for such items are sold in the condition as is.
When you buy a product at Grayson Luxury, we stand behind all the products on our website. Before shipment, our team inspects all the orders, but undue damages and defects during shipping may occur occasionally.
You must carefully inspect all orders before accepting the item from your delivery agent. In an unlikely event that your ordered items arrive damaged, you must report the issue as “Damage Upon Arrival” when you sign for the delivery.
All packaging defects and damages, including tear and crush marks, must be carefully inspected, especially for ordered items dropped off with our standard delivery service. Please make a note of all such issues and write it down on the delivery paperwork before the delivery crew makes the final sign off for the delivery task.
You may refuse the order if it has arrived structurally damaged and is completely unusable. If the item arrives structurally intact and in working condition, you should accept it.
If you refuse the delivery of an order which included undamaged items or parts, you are obligated to accept the re-delivery of the undamaged items within 7 days together with other expenses related to the re-delivery process including but not limited to storage costs.
In the instance of a manufacturer’s defect, we can repair or replace the damaged or defective orders.
You are required to contact us within 24 hours of the delivery time for us to timely attend to your requested claim. Submit your claims at email@example.com. You can find full information about the claim, here.
You may cancel your order for any product within 24 hours of the time of order placement. We will refund the full amount back to you. However, we are unable to take cancellation requests for orders canceled 24 hours past the time of order placement. Such orders are subject to our return policy.
Our estimated shipping time for each shipment is listed on our website, based on the approximate order processing times as long as the ordered item is in stock. It is recommended to confirm if the item is in stock with one of our sales associates before placing the order.
We provide standard shipping service for your order that includes delivery to the room of choice within your home, without unpacking of the ordered items from their original packaging, unless they are shipped with UPS or another small parcel carrier.
Shipping with UPS or other small parcel carriers will require your signature as proof of delivery. It is important to note that the stairs are not included with standard shipping service.
Standard shipping is free for orders $500 and above.
Our white-glove delivery service promises an exceptional delivery service by going that extra mile. It includes a delivery appointment, one flight of stairs, unpacking and removal of large packaging materials, placement and assembly of ordered items.
White-glove Delivery has a one-time charge of $279 per order.
Once your order shipment reaches the local distribution center, a delivery agent will get in touch through the given number for scheduling the delivery. An appointment with a four-hour delivery window will be set with the customer.
You must inform the parcel carrier service about any circumstances that could affect the order delivery. This may subject you to additional charges.
If the order shipment is carried out by a small parcel carrier such as UPS or FedEx, you will not be contacted for scheduling delivery. In such cases, you are expected to track the order shipment online and ensure your availability at the delivery address on the expected delivery date.
In any exceptional circumstances, you must inform the parcel carrier beforehand. Any circumstances that affect the delivery (Additional fees may apply), such as:
- A very narrow driveway
- Dead-end street
- Delivery through a side door or garage entrance
- Ferry for island locations, etc
- The driver will need to park in a particular place
If your order shipment does not fit into the elevator of your apartment building, you will be liable to pay for any additional fees to complete the delivery.
In order to ensure a hassle-free delivery experience, you are expected to measure all elevators, stairways, doorways, etc. beforehand and see if the order delivery is possible. All orders that are undeliverable will be subject to our standard return policy along with a 35% restocking fee.
If you have missed your scheduled delivery appointment, you will be responsible for any additional fees in the form of storage charges and/or re-delivery. The re-delivery expenses by carriers may range anywhere between $50 and $150.
Furthermore, if the freight carrier couldn’t contact you for the order delivery, they may send your shipment back to one of our warehouses. In such cases, you will be subject to the additional cost of return shipping.
For rescheduling your delivery appointment, you must contact the shipment carrier service provider 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.
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 Luxury
- Provide you with an excellent shopping experience
When you place an order with Grayson Luxury, 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.
We may also drop cookies from our Advertising Partners for the purposes described above. The Advertising Partner cookies dropped vary by Advertiser implementation.
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 Luxury 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 firstname.lastname@example.org.
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 email@example.com or 1-888-432-4477.
Terms and Conditions
Grayson Luxury 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 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 Luxury 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 Luxury for public use. Any user content in violation of these policies may be refused, altered or removed by Grayson Luxury 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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