All orders are processed within 24 hours and tracking information will be provided within 2-7 business days. Unless noted as a Pre-order. Pre-orders have expected ship date noted on product pages.
SMALL PARCEL: All products ship FREE via standard ground delivery. Shipping times vary among brands and products. General shipping for in stock items is within 1-2 weeks. You will receive tracking via email once your order ships.
FREIGHT SHIPMENTS: Furniture and oversized items that require freight delivery can take an average of 3-6 weeks AFTER it leaves the factory.
This timeframe is the average and not guaranteed. Some deliveries may take longer depending on the destination. You will receive tracking and delivery instructions via email once your order is prepared to ship. ALL freight deliveries require a signature.
We offer FREE curbside delivery. Some deliveries may be Threshold delivery to your garage, porch, or entrance. Threshold delivery is not guaranteed. Curbside and Threshold delivery carriers will NOT enter your home, carry deliveries upstairs or assemble under any circumstances.
Products noted as “Free White Glove Upgrade” will include White Glove delivery to your room of choice, light assembly, and packaging removal. If you are interested in upgrading your order to White Glove delivery, please email us at info@paynesgray.com for a quote.
Please measure your space (doorways, elevators, stairways, etc.) before buying products from Paynes Gray to ensure that they will fit into your home. If a product does not fit, it will be sent back to us and shipping, return shipping and a 15% restocking fee will be deducted from your refund.
CUSTOM ITEMS: Custom items are noted as custom and/or made to order on the product pages. Specific custom lead times are also noted on individual product pages. Shipping lead times on custom items go into effect after the custom item has been made and is ready to ship.
Free shipping applies to the 48 contiguous states only.
Cancelations
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.
Return Policy
Paynes Gray's return policy lasts 15 days from the date your items has been delivered. If 15 days have passed since your order was delivered, we cannot offer you a refund or exchange. All approved returns will have a 15% restocking fee plus you are responsible for return shipping and return shipping fees.
The following items are not eligible for return or exchange: Furniture, Lighting, Mirrors, Bella Notte, Avasa Home, Redford House, Noir, Custom Made to Order Items, Clearance items, Special Order Items, and Gift Certificates.
To be eligible for a return, you must have an RMA number. To request an RMA, please email us at info@paynesgray.com. 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 including packaging
Any item that is returned more than 15 days after delivery
All shipments that are refused will result in original shipping charges, return shipping charges and a 15% restocking fee being deducted from your refund.
Extended Holiday Returns
For gift orders purchased between November 14th through December 31st, return requests must be initiated before January 14th and received by January 31st. Items returned will incur 15% restocking fee plus the cost of return shipping. Items must be returned in their original, unused condition with original packaging.
Extended Holiday Returns exclude custom items, furniture, lighting, mirrors, rugs, and gift certificates.
