Policy FAQ

Orders are processed within 1–2 business days after payment confirmation. Our business hours are Monday through Friday, excluding U.S. federal holidays. Orders placed on weekends or holidays will begin processing on the next business day. Once your order ships, you’ll receive a confirmation email with your tracking number.

Once your order ships, you’ll receive a confirmation email with a tracking number. Use it on the carrier’s website (FedEx for parcels, or the freight carrier’s site for large items) to check your delivery status. You can also log into your account to view order status.

Smaller items ship via FedEx. Large, heavy items ship by freight (LTL) and are delivered curbside, with the carrier calling ahead to schedule a delivery window.

Yes — standard shipping is free on all orders. We currently ship only within the contiguous United States (the lower 48 states).

Shipping to Alaska and Hawaii is not available for most products — please contact us to confirm availability for your specific order. We do not ship to U.S. territories, P.O. boxes, or APO/FPO addresses. For Canada and other international destinations, please reach out to our support team.

No — we currently ship only within the contiguous United States. We do not offer international shipping at this time.

Yes — delivery estimates may vary significantly for remote or rural addresses. While we do our best to provide accurate timelines, actual transit times can extend beyond standard estimates depending on your location and carrier routing. If you have concerns about delivery to your area, please contact us before placing your order.

Only before the order ships. Once it has shipped, the address is locked and we cannot reroute it in transit. Contact us as early as possible if you need a change.

For fraud prevention and compliance reasons, we are unable to reconsign packages once they are in transit. If you need to change your delivery address after an order has shipped, the safest option is to contact us to cancel and replace the order before it ships.

Not necessarily. If your order contains items that ship separately — for example, a parcel item and a freight item — they may arrive on different dates. You will receive separate tracking information for each shipment.

Once an order is placed it enters our fulfillment process immediately and we are unable to combine it with another order. If you would like to add items, please place a separate order — each will ship as soon as it is ready.

Large or heavy items are shipped by freight truck. The driver will lower the package to the ground and place it at curbside at the end of your driveway. Placement on the driveway, sidewalk, or inside the home is not included. The freight carrier will contact you at least 24 hours before delivery to schedule a window, and you must be available to accept the delivery.

Inspect the packaging thoroughly before signing. If you notice any damage to the outer box or packaging, note it on the delivery bill of lading before signing. If the damage is severe, you have the right to refuse the shipment. Taking photos at the time of delivery will help us file a claim with the carrier if needed.

If it’s past the estimated delivery window, contact us and we’ll open an inquiry with the carrier. If tracking shows delivered but you haven’t received it, report it within 24 hours.

Contact us right away if your tracking shows a damage status. Keep all packaging and do not discard anything. We’ll work with the carrier to investigate and arrange a replacement or resolution.

Tracking can sometimes stall during transit without meaning the package is lost. Wait one additional business day, then contact us with your order number. We’ll reach out to the carrier and provide an update as soon as possible.

Report it within 24 hours of delivery with photos of the damage and the packaging. Keep all materials. For freight deliveries, note the damage on the bill of lading before signing, or refuse the shipment if damage is severe. We will arrange a replacement or refund and cover shipping at no cost to you.

Email us at support@grandjoyhome.com within 30 days of delivery with your order number, the reason, and photos. We’ll confirm eligibility and send you a Return Authorization (RMA) and return address.

Please provide your order number, a clear description of the issue, and photos or videos showing the defect, damage, or incorrect item. The more detail you include, the faster we can resolve it.

Pack the item securely in its original box. Attach the Return Authorization number and the return address label we email to you. Seal the box completely and ship it using the label or carrier provided. Keep your tracking number until the refund is confirmed.

Return Authorizations expire 30 days from the date of issue. Please ship your item back before the authorization expires — we are unable to process returns received after the authorization has lapsed.

Yes — please always obtain a Return Authorization (RMA) before shipping anything back. Items returned without an authorization may not be processed and we cannot guarantee a refund for unauthorized returns.

Once we receive your return, we inspect the item for condition, model number, and completeness. You’ll receive an email confirming receipt. If the return is approved, your refund will be processed within 5–10 business days to your original payment method.

Once we receive and inspect your return, we’ll email you for approval and refund your original payment method within 5–10 business days. Your bank may take a little longer to post it.

Original shipping charges are non-refundable unless the return is due to our error (such as an incorrect or defective item). For change-of-mind returns, only the product price will be refunded.

No — refunds are issued to the original payment method only. If your original card has been cancelled or expired, contact your bank or card issuer to facilitate the transfer once the refund is initiated on our end.

We don’t currently offer direct exchanges. The simplest way is to return the original item for a refund and place a new order for the replacement. Contact us and we’ll guide you through the process.

For defective, damaged, wrong, or missing-part items, we cover the return shipping. For change-of-mind returns, you arrange and pay return shipping, and the original shipping cost is non-refundable.

Yes. Returns must be in the original packaging with all parts, accessories, and hardware so the item arrives back safely. Use the original shipping box if possible, remove or cover old labels, and do not write on the outer box.

Used, assembled, or installed items; final-sale and clearance items; custom or made-to-order items; and any return requested after 30 days.

No. Items that have been installed, or show any signs of installation (such as markings, scratches, or residue from plumber’s putty), are no longer in salable condition and cannot be accepted for return.

Items must be in unused, salable condition and returned in their original packaging including all parts, hardware, and the packing slip. Items that are incomplete or not in original condition will not receive a full credit.

Contact us within 24 hours of delivery with photos, and keep all packaging. We’ll arrange a replacement or refund at no extra shipping cost to you.

Contact us within 24 hours of delivery with your order number and photos of what was received. We’ll verify the shortage and ship the missing parts or arrange a resolution promptly.

Yes. For defective items, contact us with your order number, a description of the defect, and clear photos. We cover return shipping for defective products. If the item is within the warranty period, we’ll also assess whether the issue qualifies for a warranty repair or replacement.

Faucets and shower systems carry a Limited Warranty for as long as you own your home, on shower systems and basin, bathtub, kitchen & bidet faucets. Accessories such as towel racks, floor drains, and handheld shower parts have a 5-year limited warranty. Commercial use is covered for 5 years for all products.

No. Residential use carries a Limited Warranty for as long as you own your home on faucets and shower systems. Commercial use — including public spaces, rental units, and multi-family properties — is covered for 5 years from the date of purchase.

Replacement parts supplied under a warranty claim are covered for the remainder of the original warranty period or 90 days from the date of shipment of the replacement, whichever is longer.

Defects in materials and workmanship under normal residential use. If a covered part is defective, we will repair or replace it free of charge.

Our warranty covers manufacturing and mechanical defects, including functional failures. Finish coverage applies to defects in the finish itself. Normal changes in appearance that occur over time with natural materials (such as copper, bronze, or nickel) are not considered defects and are not covered.

The warranty covers the cost of replacement parts. Labor costs for removal, reinstallation, or any related plumbing work are not covered. We recommend consulting a licensed plumber for installation to protect your warranty coverage.

Normal wear, finish discoloration, misuse, improper installation, neglect, accident, alteration, damage from harsh cleaners, use of non-Grandjoy® parts, labor and reinstallation costs, shipping costs, and items sold ‘as is’ or purchased from unauthorized sellers.

Yes. Using cleaners that contain abrasives, bleach, ammonia, acids, or alcohol-based solvents can permanently damage the finish and voids the warranty coverage for finish defects. Always use a soft damp cloth and mild soap, as described in our Care & Maintenance guide.

No. Normal wear from daily use is not covered. This includes gradual surface changes, minor finish wear over time, and natural variation in materials. The warranty covers manufacturing defects and material failures that occur under normal use conditions.

No. The warranty applies only to products purchased from Grandjoy directly or from our authorized dealers. Products purchased through unauthorized third-party sellers are not covered.

Email support@grandjoyhome.com or call +1 (888) 969-6880 with your invoice, model number, date and place of installation, and photos of the defect. We will respond within 1–2 business days.

If repair or replacement is not feasible, we may refund the original purchase price. This applies when a warranty claim is submitted within 30 days of delivery.

Please have the following ready: your original order number or proof of purchase, the product model number, the date and location of installation, and clear photos showing the defect or issue. The more detail you provide upfront, the faster we can process your claim.

If you identify a defect before installing the product, contact us immediately with photos and your order details. Do not install a defective item — once installed, it may be harder to verify the original condition of the defect. We will arrange a replacement before installation.

Registration is not required to maintain your warranty coverage. However, registering your product is strongly recommended — registered products receive faster, more personalized warranty support, and your warranty record is officially on file. You can register at any time on our website.

No. The warranty is extended to the original consumer purchaser only and is not transferable to subsequent owners.

No. Shipping damage is the carrier’s responsibility — inspect your order on delivery and report any damage within 24 hours. Always inspect the product before installing it; damage that was visible before installation is not covered once the product has been installed.

No — you can check out as a guest. Creating an account lets you track orders, save addresses, and check out faster. To create one or reset your password, use the account link in the top menu and follow the email instructions.

Yes. All payment transactions are encrypted using industry-standard SSL/TLS technology. We do not store your full credit or debit card number on our servers — payment processing is handled by a certified third-party payment provider (PCI-DSS compliant).

We use administrative, technical, and physical safeguards to protect your information, though no system can be 100% secure. We retain your personal information only as long as needed for the purposes described in our Privacy Policy. For example, we retain order and transaction records for 7 years for tax and accounting purposes. We may retain information for a longer period where required by law.

We collect information you give us — such as your name, contact details, shipping and billing address, and payment details — and information collected automatically as you browse, such as your IP address, device, and activity (through cookies and similar technologies). We may also receive information from social media or advertising partners. See our Privacy Policy for the full list.

When you visit our store, we automatically collect data such as your IP address, browser type, pages visited, time spent on pages, referring URLs, and device information. This is used to improve site performance, understand customer behavior, and deliver relevant content and ads.

No. Our store is not directed at children under 13 and we do not knowingly collect personal information from anyone under the age of 13. If we become aware that a child under 13 has provided us with personal information, we will delete it promptly. If you believe this has occurred, please contact us at support@grandjoyhome.com.

To process and deliver your orders, provide customer support, improve our store, prevent fraud, and — where you have consented — send you marketing. We only use your information as described in our Privacy Policy.

We may use your browsing activity and purchase history to deliver relevant ads on our site and through third-party advertising platforms (such as social media). You can opt out of interest-based advertising by adjusting your cookie preferences or by visiting optout.aboutads.info.

We do not sell your personal information for money. We share it only with service providers (such as payment, shipping, and IT partners), our affiliates, and where required by law. You can submit a ‘Do Not Sell or Share My Personal Information’ request at any time — see our Privacy Policy.

We share your data with third-party service providers who help us operate our business — including payment processors, shipping carriers, email marketing platforms, and analytics tools. These providers are only given the data they need to perform their specific service and are contractually required to keep it secure.

Depending on where you live:

California (CCPA/CPRA): the right to know, access, delete, and correct your information, opt out of its sale or sharing, limit the use of sensitive information, and not be discriminated against for exercising these rights. We respond within 45 days, with a possible extension.

Other U.S. states (Virginia, Colorado, Connecticut, Utah, and others): similar rights to access, correct, delete, and opt out.

To exercise any of these rights, see our Privacy Policy or contact us at support@grandjoyhome.com.

Yes. You can request deletion of your personal information at any time by contacting us at support@grandjoyhome.com with the subject line ‘Data Deletion Request.’ We will process your request within the legally required timeframe (generally 45 days for California residents). Note that certain information may need to be retained for legal or compliance purposes.

You have the right to access and correct the personal information we hold about you. Log into your account to update your address, email, and preferences directly, or contact us at support@grandjoyhome.com and we will assist you within the legally required timeframe.

Yes — we use cookies and similar technologies to make our site work, remember your preferences, analyze traffic, and deliver relevant ads. You can manage your cookie preferences at any time through the cookie settings on our site. Note that disabling certain cookies may affect the functionality of the store.

If you disable all cookies, some parts of the site may not function correctly — for example, items may not be saved in your cart, preferences may not be remembered, and personalized content may not load. We recommend allowing functional cookies at minimum for the best shopping experience.

You can unsubscribe from marketing emails at any time by clicking the ‘Unsubscribe’ link in any email we send you, or by contacting us at support@grandjoyhome.com. You may still receive transactional emails (such as order confirmations and shipping updates) even after unsubscribing from marketing.