Shipping policy
At Grandjoy, we want your order to reach you smoothly and on time. This page explains how long orders take to process and arrive, what shipping costs, where we deliver, and how to handle anything that goes wrong along the way.
For return and refund details, please see our Returns & Refunds Policy.
|
Shipping Info Free on most items; freight charges apply for large items |
Processing Time 1–3 business days after payment confirmation |
Delivery Time Parcel: 3–7 days · Freight: 5–12 days |
Order Tracking Tracking number emailed after shipment |
Section 01
Order Processing
After your payment is confirmed, your order enters our processing queue. Processing time is separate from shipping transit time.
Standard Processing
- Processing window: 1–3 business days after payment confirmation.
- Business days are Monday through Friday, excluding U.S. federal holidays.
- Cut-off time: 2:00 PM EST — orders placed before this time begin processing the same day.
- Orders placed on weekends or holidays will begin processing on the next business day.
- During peak seasons or promotions, processing may extend to 5 business days — a sitewide notice will be posted in advance.
Special Order Situations
| Situation | Timeline | What We Do |
|---|---|---|
| Pre-order / Pre-sale | Estimated ship date shown on the product page | Email notification when item is ready to ship |
| Backordered Item | We will contact you proactively | 3 options: substitute product / cancel / wait for restock |
| Multi-Item Orders | May ship from different warehouses in separate shipments | Each parcel has its own tracking number, all emailed to you. You may receive items on different days — no extra shipping charge applies for split shipments. |
Section 02
Shipping Methods
We select the most appropriate shipping method based on your product type, size, and weight. Small parcel items ship via major carriers; large or oversized items ship via freight carriers.
| Type | Description | Carrier | Method |
|---|---|---|---|
| Standard Shipping | Applies to most products, including faucets, shower systems, faucet sets, hardware and accessories. | FedEx (FedEx Ground) | Standard Parcel |
| Freight Delivery | Applies to oversized or heavy items. The product page will indicate if freight delivery is required. | FedEx (FedEx Freight) | Curbside Delivery |
Weight thresholds are approximate. Final shipping method is determined at our discretion based on package dimensions and carrier requirements.
Large Item & Freight Delivery — What to Expect
Some products — including shower doors, bathtubs, and other large bath fixtures — are shipped by freight carrier. Please read the following carefully before your delivery date.
- Freight delivery is curbside delivery only. The carrier will place your item at the end of your driveway or property entrance.
- Indoor placement, room-of-choice delivery, unpacking, assembly, or installation are not included unless otherwise stated.
- The freight carrier will typically contact you in advance to schedule a delivery appointment window.
- Please ensure the phone number on your order is accurate and reachable — a missed appointment may result in redelivery charges.
- An adult (18 years or older) must be present to accept and sign for the delivery.
- Inspect all packaging before signing the Proof of Delivery (POD). If visible damage is found, note it on the POD before signing.
- For severe damage, you may refuse the delivery — please contact us immediately if you do.
- Please ensure your driveway or delivery area is accessible for a standard freight truck. If your address has access restrictions, please contact us before placing your order.
Section 03
Estimated Delivery Time
Delivery times below are estimates after shipment and do not include order processing time. Actual transit times may vary by destination and carrier.
| Shipping Method | Estimated Transit | Notes |
|---|---|---|
| Standard Shipping | 3–7 business days | After shipment; estimate only, not guaranteed |
| Freight Delivery | 5–12 business days | Requires scheduled delivery appointment. Delivery to remote areas may take longer. |
Section 04
Shipping Fees
Standard Shipping Rates
| Category | Order Amount | Standard Fee |
|---|---|---|
| Standard Parcel | $0–$98.99 | Calculated at checkout |
| Standard Parcel | $99+ | Free shipping (contiguous 48 states) |
| Freight / Large Items | No minimum | Free shipping (contiguous 48 states) |
Shipping costs for freight items are calculated at checkout based on product type, delivery address, package dimensions, and selected carrier. Free shipping promotions, when available, will be clearly shown on the product page and confirmed at checkout.
Section 05
Shipping Destinations
| Destination | Supported? | Notes |
|---|---|---|
| Contiguous United States (48 states) | ✓ Yes | All product types available |
| Alaska | ✗ No | Not available for most products. Contact us to confirm availability for your order. |
| Hawaii | ✗ No | Not available for most products. Contact us to confirm availability for your order. |
| Puerto Rico / U.S. Territories | ✗ No | Not currently supported |
| P.O. Boxes / APO / FPO | ✗ No | Physical address required for all orders |
| Canada / International | Contact us | Availability varies — please reach out to confirm |
Section 06
Track Your Order
- Once your order ships, you will receive a shipping confirmation email containing your tracking number(s).
- Tracking information may take up to 1 business day to activate after shipment. A status of "label created" is normal immediately after dispatch.
- Parcel orders: track at FedEx.com or UPS.com using your tracking number.
- Large freight orders: use the PRO number included in your confirmation email on the freight carrier's tracking portal.
- You can also log in to your Grandjoy account and view real-time order status under "My Orders". Or use our Order Tracking page.
- Multi-item orders may ship separately. Each package will have its own tracking number, all included in your confirmation email. No additional shipping charge applies for split shipments.
Section 07
Exceptions & Issue Resolution
Delivery Inspection — Important
Please inspect your shipment carefully upon arrival. This is especially critical for freight deliveries involving glass, ceramic, or large-format fixtures.
- Check the outer packaging for visible damage before accepting delivery.
- If the packaging is visibly damaged, take clear photos before and after opening.
- For freight deliveries: note any damage directly on the Bill of Lading / Proof of Delivery before signing. Damage claims may not be accepted after signing without notation.
- For severe damage, you have the right to refuse delivery. Please contact us immediately if you do.
- Keep all original packaging materials until you have fully confirmed the condition of the product.
Issue Resolution Guide
| Situation | Your Action | Our Response |
|---|---|---|
| Package delayed beyond estimated delivery | Please contact us anytime with your order number — we'll follow up right away | We'll reach out to the carrier and keep you updated throughout |
| Tracking shows no updates for an extended period | If tracking remains stalled, please contact us at any time | We'll assess the shipment status and arrange a replacement or further investigation as needed |
| Marked "delivered" but not received | Please contact us and we'll look into it for you | We'll open an inquiry with the carrier and work to resolve the issue based on the investigation outcome |
| Item received damaged | Please inspect upon arrival — if there's any damage, take photos, keep the original packaging, and reach out to us | We'll review and arrange a replacement or refund at no additional charge. We stand behind every order |
| Freight damage noted on delivery | Note any damage on the Bill of Lading before signing, or refuse delivery | We'll assist with the carrier's insurance claim process and work to get you the best possible outcome |
| Wrong item or missing parts | Please inspect upon arrival — if anything is incorrect, take photos and contact us | We'll verify and arrange a free replacement or refund. We'll take care of it |
| Incorrect shipping address | Please contact us as soon as possible | We can update the address before shipment; once shipped, we'll do our best to intercept |
| Freight delivery — unable to reach recipient | Please keep your phone available — the carrier will contact you to schedule delivery | If multiple attempts go unanswered, we'll coordinate with the carrier to avoid storage fees |
| Unauthorized return / refusal | Please contact us before returning any item | Returns without prior authorization may not be accepted — reaching out first helps us find the best solution for you |
Section 08
Still Need Help?
Our customer support team is ready to help with any questions about your order, shipment status, or delivery concerns.
You can also use our Submit a Question form and we'll get back to you by email.