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  • All orders are processed within 24 hours and tracking information will be provided within 2-5 business days.
  • All products ship free via standard ground delivery from the manufacturer. Shipping times vary among products, general shipping for instock items are normally within 1-2 weeks. You will be contacted with specific ship date with tracking number after order is placed.
  • Furniture and oversized items that ship freight will require 2-3 weeks for delivery. Standard Freight is curbside, to your door. White Glove freight may be an option for an additional charge. Email us at for a quote.
  • Lead Times may vary but generally are within 1-2 weeks with the exception of custom products including Noir. For more specific information, email us at with the product you are interested in.
  • Free shipping applies to the 48 contiguous states only. Custom shipping quotes are available for Alaska & Hawaii by emailing


In order to fulfill your order quickly and to reserve your product, we process orders right away. All orders are processed within 24 hours.

We understand you may need to cancel or modify an order and we will attempt to do so but orders cannot be canceled after 24 hours or after item confirmation and tracking info has been sent. Made to order or custom products may not be canceled.


Paynes Gray’s return policy lasts 15 days. If 15 days have passed since your purchase was delivered, we cannot offer you a refund or exchange. Furniture, lighting, mirrors, and gift certificates are exempt from being returned.

To be eligible for a return, you must have an RMA number. To request RMA, please email us at To return an an item, it must be unused in the same condition as received, in the original packaging.

Only partial refunds are granted in the following circumstances:

  • For reasons we are not at fault for, any item that is damaged, missing parts, and/or not in original condition
  • Any item that is returned more than 15 days after delivery


If your return is received, inspected and determined as eligible for a refund, your refund will be processed with 15% restocking fee and shipping costs deducted from refund amount.

For eligible returns, your refund will be processed, and a credit will automatically be applied to your original method of payment within a 1 business day.

Sale Items

Only regular priced items are eligible for a refund. Sale items are final and cannot be refunded.


Only items that are defective or damaged will be replaced. If you need to exchange a qualified item for the same item, send us an email at

Shipping Returned Items

You are responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Return tip: if you are shipping an item over $75, consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and therefore cannot guarantee a refund.

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