Shipping + Returns
Paynes Gray gladly accepts eligible items within 30 days of delivery. Exclusions apply, see below.
How to return an item
- Email info@paynesgray.com to request a Return Authorization (RA#) and return instructions.
- Ship the item back within 15 days of receiving your RA#.
- You are responsible for return shipping costs.
Requests made more than 30 days after delivery will be denied. Returns received more than 15 days after the RA# was issued will be refused and returned to sender.
Condition: Items must be new and unused, with all tags and packaging intact. Returns that are damaged, noticeably used, soiled or altered will be returned to sender.
Tip: For items over $75, use a trackable shipping service or purchase shipping insurance. We can't guarantee we'll receive your return, and can't issue a refund without it.
What can't be returned
Categories: Furniture, Lighting, Mirrors, Wallpaper, Wall Art, Rugs over 8' x 10', Multiples of 4 or more of the Same Item, Items Shipped via Freight, Custom Made-to-Order Items, Special Order Items, Clearance "Final Sale" Items, and Gift Certificates.
Brands: Bella Notte, Garnier-Thiebaut, Global Views, Redford House, Spicher & Co, Studio A.
Refused Freight items: Buyer's remorse returns aren't accepted. If you refuse a freight shipment due to buyer's remorse, your refund will be reduced by the original shipping, the return shipping, and a 15% restocking fee.
Paynes Gray offers Free Shipping on all orders for the 48 contiguous United States. Unless noted on the product page, all products ship FREE via standard ground, curbside freight or threshold freight.
All orders are processed within 24 hours. Most items ship directly from the manufacturer. Lead times vary but are typically 5–10 business days to ship unless noted on the product listing. Pre-order ship dates are shown on the product page and are subject to change.
Free shipping applies to the 48 contiguous states only.
Small parcel
All products ship FREE via standard ground delivery. In-stock items generally arrive within 1–3 weeks, though times vary by brand and product. You'll receive tracking by email once your order ships.
Freight (furniture and oversized items)
Freight delivery averages 3–6 weeks after the item leaves the factory. This is an average, not a guarantee, and some destinations take longer. You'll receive tracking and delivery instructions by email once your order is prepared to ship. All freight deliveries require a signature.
Curbside delivery is free. Some deliveries may be threshold delivery to your garage, porch or entrance, though threshold delivery isn't guaranteed. Curbside and threshold carriers will not enter your home, carry items upstairs or assemble anything under any circumstances.
Items marked "Free White Glove Upgrade" include delivery to your room of choice, light assembly and packaging removal. To add white glove delivery to any other order, email info@paynesgray.com for a quote.
Read More
White Glove Premium or Assembly options may be available for an additional fee, typically ranging from $75-$150 and would include Room of choice, light assembly and packaging removal.
At this time, we are only able to offer Free Shipping to the 48 contiguous United States.
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Frequently Asked Questions
Live customer support is available Monday - Friday from 9am to 5pm CT via chat, email or by phone at 800-487-6316.
For help during off hours, email info@paynesgray.com or fill out this Contact Us form and we will respond as soon as we can.Â
Samples may be available for wood/metal finishes, fabric or rugs.
Please email us at info@paynesgray.com with the product, fabric/finish you are interested in and your shipping address.
Preorders are items that are out of stock but have an expected arrival and ship date provided by the manufacturer. If the expected ship date changes, we will update any open orders with the new shipping information.
Products marked as "Final Sale" are discontinued, clearance items. They are new products, unused and were not used as demo or floor models. Unless otherwise noted, they contain no flaws or irregularities.
