Frequently Asked Questions

When your order is at your local distribution center, a delivery agent will contact the number on file to schedule for delivery. Deliver appointments are 4-hour windows scheduled Monday through Friday.

If your order was shipped via small parcel courier ( UPS, FEDEX ) you will not be called for a delivery date. Please track your order online to ensure that you are home on the delivery date.

We do! We can coordinate shipping outside the 48 contiguous United States, including, but not limited to, Mexico, Canada, Alaska, and Hawaii. Please note that additional shipping, brokerage fees and taxes/duties will apply.

Orders shipped outside the contiguous U. S. are not eligible for returns except where damages or defects apply. In addition, shipping will take a few weeks longer for your order to arrive.  For more accurate shipping rates, please fill out our delivery request form.

Once you have placed your order with us, you will receive an email with details on the fulfillment process and an estimated ship date. Once your order ships, you will be assigned a local delivery agent and a tracking number to check for the latest updates.

The shipping estimates listed on our website are approximately when an item will leave the warehouse, provided the item is in stock. After your order ships, please allow an additional 7-14 business days for transit to your local delivery agent.

For white glove deliveries, please allow extra time for your orders to be transferred to a premium delivery agent.  

If your estimated delivery date has passed and you have not received your order, please refer to your shipment confirmation email. You will find a tracking message with all the contact information for your local delivery agent. To further inquire about a shipment, please contact the local delivery agent and ask for a status update.

Additionally if you need assistance reaching out to the carrier, you can contact us at csr@graysonliving.com or call (888)432-4477 for a customer service representative.

Upon placing an order with us, you will receive an automated confirmation with the details on your purchase. After your order is processed and scheduled by one of our customer service agents, you will receive an email with details on the fulfillment process and an estimated ship date.

Make sure to check your spam or junk folders, as sometimes they may appear there. Please also make sure to add us to the safe senders list to receive our future updates. If you are not getting any emails from us please do not hesitate to contact us.  

For orders shipping with white glove delivery, paid storage is available for an added fee. Storage fees start at $200 for up to three items, and are delivered no later than 60 days from your estimated ship date (subject to availability). Each additional month is billed at $200 per month, with a one month minimum, subject to availability. Orders that have shipped must be delivered promptly upon arriving at your local delivery agent. After a one-week grace period, if you are unable to accept delivery, the local delivery agent will assess a daily storage fee. The customer is responsible for any additional fees or penalties passed on by the delivery agent. 

If you are interested in paid storage, please submit a delivery request form. 

Please make sure not to miss your delivery appointment; you will incur additional delivery fees such as re-delivery, storage charges and/or return shipping costs. Any additional charges accrued with the delivery company will be transferred to the customer.

We use specialized third party companies to deliver your products to you as efficiently as possible. In rare cases they might experience a few complications or communication issues. The problem is most likely due to failed updates to their tracking system, or there is a mix up at one of their distribution centers.

You may contact us and a customer service representative can look into this for you by calling (888) 432-4477 or emailing csr@graysonliving.com.

Changing your delivery address is easy. Contact us and we will update your details. If you order is scheduled for shipping, changing your delivery address is not usually possible, and you may be charged for an address change.

Once your order has shipped and you have received your shipment confirmation email, the carrier will reach out to you to schedule delivery to your home! Please refer to your tracking number to check for the latest status for your delivery or if the carrier requires any documentation to be filed.

We do! The showroom is an expansive 12,000 SF display located in Santa Ana, CA. Drop in during normal business hours, or reserve an appointment with a customer service agent by calling (888)432-4477 or emailing csr@graysonliving.com.

We do! We love working with interior designers and other trade professionals. Click here for more details on our trade program benefits!

To place an order with your trade discount, simply log into your trade account, add your items to your cart and then go to check-out! For quotes and more information, one of our dedicated trade representatives will be able to assist you with creating quotes, placing orders and general inquiries.

As per our store policy, discounts and coupons are limited strictly to one per order.

Please visit this link to learn more about our Shipping Policy.

Please visit this link to find out more about our Open Box and Floor Sample Policy.

Find out our the details by visiting this link to see all our Return & Claims Policy.

Yes! Samples can be requested through our sample request form.

Sample requests can take up to more than 5-7 business to process. Sale periods cannot be extended due to delays in sample requests. Kindly note, samples are available for wood finish and/or fabric and leather cuttings, however speciality materials such as metal, marble or glass are not available as samples.

While some manufacturers allow their products to be customized with your own fabric, not all brands provide this service. For more information, please reach out to our team at csr@graysonliving.com or call us at (888) 432-4477 for more details.

Please note that some color variation in the photos of our furniture finishes, leathers, and fabrics may occur due to lighting and different resolution quality on computer devices.

Our product photography is taken under studio lighting, but actual conditions may vary. Natural light and low light settings can cause colors to appear differently from room to room.

If color is a critical factor in your purchase, please contact customer service before making your purchase. Additionally, customers can order material samples for most items prior to purchasing.

We stand behind the quality of the products we sell. All orders are inspected prior to shipping, however damages and defects happen once in a while.

Please inspect your order at the time of delivery. If damage is noted, you must sign off with the delivery agent “Damaged Upon Arrival”.

For orders dropped off with our standard delivery service, please inspect all packaging for any defects such as tears or crush marks. It is important to note these issues on the delivery paperwork prior to signing the proof of delivery.

If an item is structurally intact and usable, accept the item. If an item is structurally damaged and completely unusable, refuse the item.

If you refuse the whole shipment, including undamaged items, you are responsible for accepting the re-delivery of the undamaged items within 7 days, in addition to all costs associated with the re-delivery including but not limited to storage fees.

Damages and other product claims must be reported via our online claim form within 24 hours of delivery. Once your claim form is received, an email confirmation with your ticket request number will be sent. 

Follow this link to file your claim, click here.

Most of our products use delicate materials including exotic wood veneers, natural stone, and textured metals. As such, we recommend avoiding exposure to direct sunlight, heat or humidity to prevent fading and cracking. Use coasters and mats under glasses and hot dishes. Natural materials do stain from liquids and burn from excess heat.

Product Care instructions are suggested, and no warranty is implied since results may vary.

Uneven Furniture: If your furniture appears to be uneven, check that your floor is level. Many pieces have adjustable bases to accommodate this.

Misaligned Doors: If your cabinet doors appear to be uneven, check that your floor is level. Additionally, most doors can be adjusted with a simple screw driver.

Our marble pieces have a coat of waxy sealant which will provide basic protection; however, due to the porous nature of marble, we advise you to be cautious with any spills.

Sealant slows the absorption of liquids, however cannot prevent stains. Sealant does not prevent etching. This is physical damage to the stone and we therefore recommend using coasters, place mats or other surface protectors and avoiding contact with acidic and alkaline foods as best as possible.

To protect and maintain marble, we recommend purchasing a special marble cleaner and an additional sealant. We recommend re-sealing marble every year.

Due to its organic composure, marble pieces will contain “fissures.” Fissures are described as cracks, breaks or fractures in the rock and are part of the natural make up of all mineral bearing material, just as the variations in colour. Fissures do not follow a particularly straight line and can often be felt to the touch. Fissures will show up in various areas of the marble whereas a crack will likely only be in one place and will have a straight and well-defined consistent path.

LEATHER

Dust with a dry cloth and vacuum for regular maintenance. If stains become apparent, blot stains immediately and wipe surface with a lightly dampened cloth and mild detergent. Do not spot clean; wipe the entire area and then dry with a clean cloth. Do no use saddle soap, abrasive cleaners or detergents or ammonia.

FABRIC

Regular Care: Vacuum regularly with an upholstery attachment. Flip, rotate and fluff removable cushions regularly to ensure even wear and increase longevity. Feather and down cushions have excellent recovery, but much like down comforters, pillows need to be fluffed frequently to restore their loft. Some feather loss is normal. Vacuuming with an upholstery attachment between the fabric casings and cushions will help prevent feathers from poking through the fabric. To minimize fading, avoid placing your upholstered furniture in direct sunlight. Dark fabrics and natural fibers like cotton are most susceptible to fading. An annual professional cleaning will keep your upholstered furniture looking its best.

Stains: Treat stains immediately for the best results. Blot up as much of the spill as possible with a clean, dry, white cloth. Don't rub. For small stains, use warm distilled water and blot up the stain with a clean cloth. For large or stubborn stains, we recommend consulting a furniture specialist for professional care.

Wood: Once a month, surface clean with a soft cloth and quality cleaner specified for wood along the grain according to the manufacturer’s instructions. Twice a year, polish with a quality wooden furniture polish. Do not use aerosol cleaners or polishes, or oil-based, wax or abrasive polishes. If stains occur, blot immediately and apply a non-aerosol, non-abrasive wood cleaner according to the manufacturer’s instructions. Spot test to ensure there will be no discoloration. If the stain or blemish is still present, please consult a specialist.

Hardware: Hardware may loosen over time. Check the stability of tables and chairs regularly to make sure all connections are tight. You may, from time to time, need to tighten bolts and other parts.

Cushion: May appear creased when removed from packaging upon arrival. When air begins to circulate, they will return to their original form. Fluff cushions weekly to keep them full and rotate regularly if possible.

Dishwasher Safe: Items listed as dishwasher safe may contain colors that are melted into the glaze at 1000 degrees C. Here the glaze softens and the decor sinks into it, thus making color and luminosity indestructible and dishwasher safe. It is scratch- and wear-resistant. However, gold decors are not totally scratch resistant by virtue of their natural material properties.

• Major Credit Cards: Visa, MasterCard, Discover and AMEX
• Alternative Payment: PayPal 
• Financing: We also offer monthly payment plans through our financing partner, Affirm. For more details, please refer to Affirm Lending Partner Disclosure (Universal) - https://www.affirm.com/disclosures

Yes, just give our sales team a call on(888) 432-4477and we are happy to help. Our hours are 8:00 am to 4:00 pm, Monday to Friday and 10:00 am to 6:00 pm on Saturday, PST. 

Sales tax for an order is based on the shipping address. Orders shipped outside of California will not be charged sales tax.

Don't like the price you see? Suggest your own pricing with our Make an Offer feature on the product page. Located underneath the add to cart button, the Make an Offer form allows customers to negotiate their own pricing.  All offers will be responded to within 2-3 business days, however not all offers will be accepted.

Please see the Sample Image here to see the option for making an offer.

Yes! To submit a price match, please submit aprice match request. Kindly Note, All requests will be reviewed within2-3 business days, and responded to via email. Price match request does not guarantee acceptance.

Some brands are excluded from discount codes at the request of the manufacturer. If you wish to confirm if a brand is excluded, please email us atcsr@graysonliving.comor call(888) 432-4477.

Affirm is a financial services company that offers a smarter way to pay over time. It allows you to shop sitewide and pay for your purchases at your own pace without any hidden fees.

Affirm offers a number of benefits to its users, including the ability to pay for purchases over time, without any hidden fees or charges. This means you can make the purchases you want, without worrying about breaking your budget. Additionally, Affirm provides you with flexibility and control over your payment plan, so you can choose the payment option that works best for you and your budget.

When you shop with Affirm, you can choose to pay for your purchases in installments over time. You can select from a range of payment options, including four interest-free payments every two weeks or monthly installments with accrued interest. Affirm does not charge any hidden fees, so you can stay in control of your budget and pay for the things you love without breaking the bank.

Please be aware that payment options through Affirm are subject to an eligibility check and are provided by these lending partners: affirm.com/lenders For more details, please refer to Affirm Lending Partner Disclosure (Universal) -  https://www.affirm.com/disclosures

There are no restrictions on what you can purchase with Affirm. You can use it to shop for anything sitewide, from clothes and accessories to electronics and household items. The payment options available to you will depend on the merchant you are shopping with and the total amount of your purchase.

Yes, Affirm is a safe and secure payment method. It uses advanced security protocols and encryption to protect your personal and financial information. Additionally, Affirm is a licensed and regulated financial institution, which means it is subject to rigorous oversight and compliance requirements to ensure that it operates in a safe and responsible manner.

Affirm offers three payment terms including a 6-month interest free and zero fee plan for qualified buyers. APR is based on customers' credit, with no fees or compounding interest. Additional loan terms include 12 and 36 month plans.

When you pay interest on your Affirm loan, you'll pay simple interest, not compounded interest on your interest. In other words, your monthly payments will be fixed so you won't have to worry about your installment payments increasing over time.

Your first monthly payment is due one month after we process your purchase. Each following payment will be due a month later on the same day of the month. Payments are processed at time of purchase and not when the order ships.

Manage your payments in the Affirm app or online, and set up AutoPay so you don’t miss a payment. To log into your account online, please visit this link: https://www.affirm.com/user/signin