Frequently Asked Questions


Ordering - Payments - Shipping - Returns

Ordering:

Can I only order on-line?

Yes, we do not accept telephone orders and do not sell at a physical location.

The item I want is sold out, when will it be available?

We have been unable to keep up with the demand on some of our products, but are restocking constantly. Scroll to our websites footer to follow us on all your favorite social media and sign up for our mailing list in order to receive updates. By the way, our website will always be first sales channel to restock in items.

What is the cancellation policy?

Cancellation requests are not accepted on items that have shipped. Or orders already prepared for shipping. Please be advised that we do ship very quickly from our large warehouse inventory. A refusal of the item at delivery will be considered a return. Credit will be issued back to your original payment method minus restocking fees and return shipping charges.

Are finish colors accurate?

We aim to accurately reflect the finish colors on all of our items – but, due to differences in monitor type / settings, video cards and printers – colors may vary from what you see on your screen.

Do you have a printed catalog?

No, we do not have a printed catalog. Our website contains all our products and their information.

Why do you need my phone number when I place and order?

Your phone number is passed on to FedEx to enable them to contact you if there are any delivery issues. We do not pass on or sell your phone number to anyone. We will only call you if we have a question relating to your order.

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Payments:

What are my payment options?

We accept all major credit cards (Master Card, Visa, American Express and Discover) and Pay Pal. Sorry, no checks or money orders.

Can I only pay on-line?

We do not accept orders over the phone. You can pay on-line with our secure shopping cart, using either your credit card or Pay-Pal.

How soon do you charge my credit card?

Credit cards are charged at the time of order.

Do you accept checks?

We do not accept checks, personal or business.

Is sales tax added to my invoice?

For all orders shipped outside of Virginia – no sales Tax. For deliveries to Virginia we are required to charge 6%.

Is my credit card information safe?

We utilize the merchant services of Shopify and Pay-Pal to process all of our online shopping cart transactions. They do not provide us with any credit card data or credit card numbers. All we receive are details of the item(s) you ordered: your shipping address, telephone number and an email address for us to use to confirm your tracking data. These are trustworthy systems that value consumer protection.

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Shipping:

How will my order ship?

All orders will be shipped via FedEx ground delivery.

How soon do you ship after I place my order?

Your order will normally ship within 2 business days of us receiving payment.

How much do I pay for shipping?

Shipping is free in the continental U.S. - we do not ship to Alaska, Hawaii, Canada, Puerto Rico, Virgin Islands, APO and FPO addresses or PO Boxes.

How long until my order arrives?

You can normally expect the delivery to arrive 2 to 7 business days from day of shipment(usually 4 to 9 days after your order is placed), depending on the distance you live from Virginia Beach, Virginia. Click here to see the FedEx map of shipping time. Virginia is 1 day with a 1 day increase for every adjacent color.

Can you ship to APO/FPO addresses?

No, our boxes are too large. Additionally, we cannot ship to PO boxes because FedEx requires a physical address.

How do I order from Hawaii, Alaska, Puerto Rico, the Virgin Islands, or Canada?

We do not ship there directly. However Wayfair sells our furniture on their website and offers shipping to additional locations. Check their website here.

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Returns:

What is the returns policy?

Returns are permitted for items that have not been assembled and are in their original packaging. Credit will be for the cost of goods minus a 20% restocking fee. This restocking fee is to pay for the cost of shipping and handling the order to you. Returns use our company's discounted FedEx Shipping account in order to reduce cost for the customer, but the return shipping cost is also deducted from the refund total. Item(s) must be returned within 7 days of the date of delivery.

What happens if an item is delivered damaged?

In the rare situation that you experience damage in the shipping process, do not refuse the delivery. Our heavy duty packaging is very resistant; And, in most cases, while box may arrive crushed or punctured the contents are in perfect condition. Please notify us within 7 days of the receipt of delivery if you experience any damage. We will file a claim with the carrier and replace any damaged parts as quickly as possible. To expedite the claims process, please email us a photo of the damaged part, along with it's part number from the instruction sheet. It is also very important that you keep the damaged part and all of the packaging as we will need this for the claims process. See our "Replacement Parts" form in our drop-down "Support" menu

If I do not like the product can I return it?

Returns are permitted for items that have not been assembled and are in their original packaging. Credit will be for the cost of goods minus a 20% restocking fee. This restocking fee is to pay for the cost of shipping and handling your order. We also charge customers a discounted return shipping cost. Item(s) must be returned within 7 days. You must obtain a returns authorization from us before we can accept a return.

If a part of the item is damaged can I return the complete order?

We only exchange items if they are defective or damaged to a degree that replacement parts cannot resolve the problem. To request an exchange, please email us at support@grainwoodfurniture.com and provide us with your order number, a brief description and detailed pictures of the defect or damage in the item. We will only exchange for the same item of the original purchase. Exchanges must be requested within 7 days from the date of delivery.

How do I return the product?

Please notify us by email at orders@grainwoodfurniture.com, this email must contain your order number and item(s) to be returned, we also require a receipt or proof of purchase. We will send a Return authorization with the return instructions and address.
Due to the large size of our boxes, they will be returned through FedEx Ground and you will be charged shipping costs. Shipping costs are non-refundable. In order to lower you return fee we provide our discounted FedEx account and then take this cost from your total refund. Please make sure the package is well closed and repackaged properly.
Once your return is received and inspected at our warehouse, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Once approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. We reserve the right to deny a refund for heavily damaged returns caused by poor repackaging and/or missing components.
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If your question was not answered above we encourage you to message us on our "Contact Us" page.