Thank you for shopping at Grainwell. Here is everything you need to know about how your order is made and delivered.
1. Free Shipping on Every Order
Standard shipping is free on all products, for every order, to every destination we serve. No minimum order, no shipping fee at checkout.
2. Shipment Processing Time
Every piece is made to order. Orders are processed and built within 10–14 business days (Monday to Friday, excluding holidays). We email photos of your piece for approval before finishing. If we are experiencing high volume, processing may be delayed by a few days; we will notify you by email of any significant delay. Orders placed after 2:00 PM are counted from the next business day.
3. Shipping Estimate
| Destination | Shipping fee | Transit time (after processing) |
|---|---|---|
| United States | Free | 4–7 business days |
| International | Free | 10–20 business days |
Furniture ships crated by freight carrier with curbside delivery by appointment; the carrier calls to book a window. Shelves and small pieces ship by parcel carrier. Transit times are estimates and do not include processing time.
4. Order Cancellation
Orders can be cancelled or changed free of charge within 48 hours of purchase, or any time before carving starts. After carving starts, a piece built to your order can only be cancelled with a 15% fee. See Return & Refund.
5. Wrong or Insufficient Address
Please check your shipping address carefully. If a package is returned to us because of an incorrect or incomplete address, we will contact you; the cost of re-shipping may be charged to the customer. Packages held by a carrier for pickup and not claimed are returned after the carrier’s storage period.
6. Shipment Confirmation & Order Tracking
You will receive a shipment confirmation email with your tracking number as soon as your order leaves the shop. Tracking becomes active within 24–48 hours. You can also use Track Order at any time.
7. Tracking Shows “No Information Available”
It can take up to a few days for carriers to scan a package after the label is created. If your tracking still shows no movement 7 days after your shipping confirmation, contact us and we will investigate with the carrier.
8. Multiple Packages
If your order contains several pieces, they may ship separately and arrive on different days.
9. Customs, Duties & Taxes
Shipping is free, but for international orders any import duties, taxes or customs fees levied by the destination country are the responsibility of the customer. We are not responsible for delays caused by customs.
10. Damaged in Transit
Inspect the crate or box before signing for it. If anything is damaged, note it on the delivery receipt, photograph the packaging and the piece, and email us within 7 days. Transit damage is repaired or replaced free of charge. See Return & Refund.
Contact Information
Grainwell
USA Mailing Address: 30 N Gould St, Ste N, Sheridan, WY 82801, United States
Email: [email protected]
Phone: +1 (206) 229-4483
Time Support: Monday – Friday, 9:00 AM – 6:00 PM (GMT+7)