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 email@example.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.
- Bella Notte has suspended "Quick Ship" program. All items are made to order, please allow 6-8 weeks for production
- Redford House items are made to order, please allow 5-7 weeks for production
- Spicher art & vinyl are custom made to order, please allow 6-8 weeks for production
- Jamie Young orders will ship in 7-10 business days
- Aidan Gray orders will ship within 7-10 business days
- Four Hands orders will ship within 2-3 weeks
- Noir orders will ship in 2-3 weeks
In the rare occurrence that an item is incorrect, damaged, or defective please contact us at firstname.lastname@example.org immediately.
Please inspect all non-signature parcel deliveries immediately. If your item is incorrect OR you come across any damage and/or defects, please take pictures of the damage/defects and the packaging.
Contact email@example.com and include a description of the issue along with pictures of the incorrect, damaged and/or defective item along with the packaging. All claims must be reported within 48 hours.
Please inspect all freight deliveries PRIOR to signing for them. If you come across any damage or defects, please take pictures of the damage/defects and the packaging. Note “damaged” on the Freight carrier paperwork (BOL) and REFUSE the delivery. We cannot guarantee replacements once you sign for a damaged or defective piece.
If you refuse a damaged and/or defective item, please contact Paynes Gray ASAP at firstname.lastname@example.org. Please include description of the issue along with pictures of the damaged/defective item and the packaging. All claims must be reported within 48 hours.
Freight carriers are a third party and have no direct knowledge of your Paynes Gray order info. They are not aware of our policies and do not speak for Paynes Gray. Please direct any delivery questions or concerns to email@example.com.
We do not allow buyer’s remorse returns for items that require freight shipping. If you refuse a shipment due to buyer’s remorse you will be refunded minus the original shipping, return shipping and a 15% restocking fee.
PLEASE NOTE: Once you place a damaged or defective claim we will work to repair or replace your item. If you sign for a damaged and/or defective item OR report any damage and/or defects after 48 hours your claim may be denied. Damage claims will be denied if the item has been used or installed. Pictures of damages/defects and packaging are MANDATORY to place a claim.
Damage/defect claims can take 7-14 business days to process.