Shipping & Returns
Please note: All deliveries are Curbside only.
Charges may also apply to hard-to-reach areas such as high-rise buildings, basements and CBD deliveries. These charges will be assessed after your order is processed, and you will be contacted to provide payment for said charges.
Third party freight companies may contact you to set up a delivery appointment. These orders will normally include curbside delivery only.
If for some reason the tiles in your order are damaged, incorrect or faulty, Graystone will arrange return shipping and replacement of the affected tiles. Please document any damage or issues with photos (ideally still in original packaging) to help identify the cause so we can continue to make our service better in the future. These documented photographs of the damaged, incorrect and/or faulty items MUST be forwarded to our email email@example.com within 3 days of receiving said goods.
If you are not 100% satisfied with your purchase, Graystone is happy to accept returns within 21 days of your order confirmation . Please read the following information carefully.
1. You must request an RGA (Return Goods Authorization) form by emailing firstname.lastname@example.org. Returns will not be accepted without the form. In your email request, you must include:
A. Your order number.
B. The quantity of tile you are returning.
C. The reason for your return.
You will receive a pre-filled RGA form within 3 business days of submitting your request.
2. A 20% restocking fee is assessed on all returns.
3. Graystone tiles does not pay for return shipping. The customer is responsible for all return shipping charges and arrangements - you can choose any carrier you'd like.
4. Shipping charges are non-refundable.
5. All returns must be in their original packaging and in the condition in which they were received. Credit will not be issued for any items returned to us broken. It is imperative that the returned boxes are packaged well as our products are extremely fragile. We recommend insuring your return shipment and using a trackable shipping method. Refunds will not be issued for items damaged in return transit or for returns that are never received.
6. Once we receive your return, your refund will be processed within 7 business days.