Last updated on September 1, 2020
Returns & exchanges
We gladly accept returns and cancellations for inventory items.
Contact us within: 3 days of delivery
Ship items back within: 30 days of delivery
We do NOT accept cancellations, however, please contact us if you have any problems with your order. Contact us within 4 hours of placing Custom or Personalized orders to correct any errors or request changes.
The following items CANNOT be returned or exchanged:
Custom or Personalized orders - Because of the nature of these items, unless they arrive damaged or defective, we cannot accept returns for these items.
Sale or Close-Out items
Returns and exchange details
Custom or Personalized Orders: Due to the custom nature of our products, we only allow refunds or exchanges if we made an error in creating your item(s). These are orders by which the customer chooses the color, design, frame, any and all furniture pieces, logo/personalized products etc. Grizzly Family Customs will make a fair attempt to offer alternatives that address your concern.
Cancellations of custom/personalized orders: As we try to ship out our orders as quickly as possible, we only allow cancellations of new orders or changes to the personalization details within 4 hours of order being placed.
Damage in Shipping: Please check your order immediately upon receipt and notify us if the item has been damaged. Please report the damage within 48 hours. We will need photos of the damaged item, as well as photos of the box the damaged item was shipped in. We must have the images in order to notify the shipping company and file the necessary damage claims. After claim is presented to the shipping company, we will arrange to have damaged items and their packaging inspected, returned and replaced. IMPORTANT: Please keep original shipping containers and packaging your item was received in, as they may be needed for inspection.
Items with Free Shipping: Returns on items that included 'Free Shipping' will be credited for the item ONLY minus the original shipping charges we incurred to ship the item(s) out to you & restocking fees will still apply. 'Free Shipping' will no longer apply once the item is returned. You will be responsible for the return shipping charges, as well as the shipping charges to send your replacement item.
Close Out / Sale Items: Close out and sale items are not returnable or exchangeable.
STOCKED INVENTORY (non-custom) Returned stocked inventory must be in original condition. Customers are responsible for returning the item in the original shipping containers and in saleable condition. Credit will be given for the price of the item only. Credit is not issued for shipping charges. If the return item was a part of the Free S&H promotion, the eligible refund amount will be the purchase price minus our shipping cost. Claims will not be made on items improperly or insecurely packaged. Credit will be issued when we receive the returned item in good condition at the warehouse.
INTERNATIONAL Orders shipped via a freight forwarder are NON-RETURNABLE.