Top 5 Frequently Asked Questions
Where are my cushions?
If you ordered a sofa, chaise, sectional, or living room set, your cushions ship from Georgia, while all other parts ship from Rhode Island. These products will always arrive in two boxes. Depending on where you live, the boxes will not arrive on the same day. If the boxes do not arrive within three business days of one another, please contact us at firstname.lastname@example.org.
I'm a Providence local. Can I come pick up my order and get free shipping?
Yes and No. Yes, you can pick up your order in person. No, we cannot offer free shipping - however, we do offer a 50% reduction to the shipping cost. Also, please bear in mind that we may not have inventory on hand, and you will not be able to pick up your order immediately. Customer pickup windows are Tuesday and Fridays between 9am and 6pm only.
Still want to come pick it up? Fantastic. Place your order and enter our Warehouse as your shipping address - 99 Hartford Ave, Providence RI 02909. Then, forward your order confirmation to email@example.com and we will coordinate the pickup date and time with you.
Can I request a specific date for my order to be delivered?
We are unable to accommodate requests for either specific delivery dates or specific delivery windows at this time.
Can I order a custom size? Even just a few inches different?
Sorry, but the answer to this question is a hard no. We've designed and engineered our products for specific sizes for a reason, and we are unable to modify the dimensions of our products without jeopardizing structural integrity.
I only received a part of my order. Should I be concerned?
Probably not. Because we're growing quickly and working to ship products out as quickly and safely as possible, there is a chance that your sofa may arrive before your chaise or vice versa, or your armrests might be slightly delayed in getting to you. Thank you for your patience as we grow. If any part of your order has not arrived within 21 days of your order, then please contact the firstname.lastname@example.org and we'll make sure everything is right.
Other Frequently Asked Questions
Where can I find information about product dimensions, weights, and materials?
All of this information should be available on the pages for each of our products. If there is still information we're missing, let us know by emailing at email@example.com and we'll get back to you as soon as possible.
Are your products quality? Are they comfortable? Will they fit my home?
If you have these questions, don't worry, you're not alone. These are the most common questions people ask about furniture, especially when buying online.
Part of our design philosophy is to be human-centered, which means that we study the lifestyles and home environments of those who will be using our furniture. We do this through observing, surveys, interviews, focus groups and product beta tests. All of this extra work helps us produce furniture that will meet your standards. We know you would never buy furniture items that weren't high quality, comfortable, or a fit for you. We feel confident that our furniture will exceed your expectations.
How will my order be shipped to me?
We ship every order via UPS Ground or USPS, and you will receive a shipping confirmation as soon as your order is shipped. For our Essentials products, you should expect your order to ship within 7-14 days unless otherwise noted.
Please note that if we ever expect shipping lead times to be longer than 7-14 days, we will post this on each individual product page, along with our best shipping estimate.
Where are Greycork products manufactured? In the USA?
Currently, all of our products are made in the USA by suppliers with whom we work closely. As you can see in our Philosophy section, our intent is to give priority to local manufacturers. If no manufacturing options are found, we then look regionally, then domestically, then internationally if needed.
Do I need my own set of tools to assemble and/or use Greycork?
Our furniture is designed to simply assemble - often using just your hands. If hardware is required, we will include it in the package. Occasionally, common household tools like screwdrivers may be needed, and if this is the case, such information will be provided on the product page.
What is your returns policy?
As long as you're not pre-ordering a product from our Concept Studio, we offer returns within 60 days after a product is delivered to you. A 10% restocking fee will be applied.
You can also return a Concept after it has been delivered to you. We will charge 10% fee of the product's retail value as of the date of your return request.
If we offer a product that is not able to be returned, we will state that information on the product page.
I'm looking at a product that is backordered. Why is that?
From time to time, we may have limited inventory of certain items due to higher than anticipated demand. This means that the option you're looking for may not always be in stock and ready to ship. When this happens, we need to get inventory back in stock before shipping to you.
What are Essentials?
Essentials are versatile, functional products that we feel are the basic necessities of our customers' homes. We usually offer Essentials in multiple colors, and will occasionally release limited colors of our essential products. Our intent is to continually offer these items.
How do I know if a product is in stock or not?
On each product page, we include a shipping notification section that states which products are shipping now, or are backordered.
If a product is not currently in stock, can I place an order to be shipped when it comes back available?
When a product is not in stock, we post the estimated shipping date, and we allow you to place an order and will fulfill orders on a first-come first-served basis as soon as inventory is available.
If an item is sold out, will you restock it?
Yes! Unfortunately, stock outs do occur, but we will work to get the item back in stock as soon as possible.
Does your upholstery contain any fire-retardant chemicals? Does it pass the "CA 117-13" regulation?
Our upholstery does not contain any fire-retardant chemicals; and yes, it does pass the CA-117-13 technical bulletin test. This means it passes the national standard for fire safety, and any flame touching the upholstery will smolder rather igniting the material (please, do not try this at home). We are able to achieve this by wrapping the foam in a barrier material, which smothers the flame to put it out. With our furniture you will be safe and chemical-free.
Does the Felix Sofa come with armrests as a standard? Or do I need to order them separately?
They need to be selected as an option when ordering a sofa.
What is the Concept Studio?
Our Concept Studio is a crowdfunding platform specifically for innovative home products.
How does the Concept Studio work?
We design products and put them on the Concept Studio page on our website. Once the products are on the website, you place a pre-order for the product and get a discount for being an early supporter, before the products are produced by our manufacturing partners. Products that reach their funding goal are manufactured and delivered.
Why should I participate in the Concept Studio?
By backing a product in the Concept Studio, you're helping to bring home innovations to life. You also will get a discount that will not be available when the product becomes listed for sale as an Essential. Finally, you will be first in line to receive the product once we start shipping. So help us bring products to life, and after you do, share it with your friends!
How are products in the Concept Studio manufactured? Can I be confident that your delivery estimate is accurate?
Because we've been building a supply chain network for several years, we work with our existing manufacturing partners to bring Concept Studio products to life. We have a high degree of confidence in our delivery estimates because we understand the lead times offered by all of our manufacturing partners.
What happens if a product in the Concept Studio does not reach its funding minimum?
We realize this may occur. If it does, we will decide whether to produce the products or to give you a refund. Either way, you will either get the product you paid for, or 100% of your money back.
How long is the funding period?
The length of the funding period will vary, but will normally fall between 14 and 30 days. The length will be explicitly stated on the product page.
What happens at the end of a successfully funded campaign?
We will work diligently to manufacture the products and begin shipping to you. Once the first shipment has been sent out, the product will move to our Essentials section, and we will begin taking orders at the full retail price. Depending on the popularity of the product, it may sell out quickly, which would cause a longer lead time.
Can I submit a product for the Concept Studio to have it posted on your site?
We'd love to talk to you about this opportunity. If you'd like to submit something, please send an email to firstname.lastname@example.org and we can arrange a time to speak. If you plan on submitting, please keep in mind that the mission of the Concept Studio is to bring innovative home products to life.
Can I make a change to my order after I've placed it?
Yes, if you make your request before your ordered is shipped from our warehouse. If you'd like to change your order after it is placed, please send us a note at email@example.com and we will work with you to make the change. Please note that when changing to other color options, delivery lead times will vary. In either case, we will make sure you have all of the necessary information before confirming your order change.
I placed an order, and then it went on sale! Can I get a partial refund for the difference?
From time to time, we may run special promotions and offer products at a discount price. Fortunately, we are happy to offer our Greycork Price Match Guarantee, which means that as long as your order was placed within the last 30 days, we will offer you a partial refund for the difference upon request.
I'm ordering several products. Will they arrive at the same time?
In most cases, yes. However, from time to time packages will be delivered on subsequent days. If you would like to ensure that all packages arrive the same day, please contact us at firstname.lastname@example.org immediately after placing your order.
Can you hold products until I need them?
We are happy to hold your products for you for 90 days after your order is placed. If you would like us to hold your order, please contact us at email@example.com immediately after placing your order.
I don't want to wait 7-14 days for my package to ship. Can I ask for rush delivery?
Yes, if the product is currently in-stock and you would like it to be shipped within 5-7 days, we can rush your delivery for an additional fee equal to 10% of your shopping cart value, before taxes and shipping. If you would like to rush your delivery, please contact us at firstname.lastname@example.org immediately after placing your order. The fee will be charged separately, after placing your order.
Can I call you?
Yes, our number is (888) 257-2192. If we miss your call, we will return it as soon as possible!
Can I email you?
Yes, please contact email@example.com and we'll reply as soon as we can.
I'm not sure what colors will look best in my home. Can you give me some design advice?
Yes! We studied design in college at Rhode Island School of Design (RISD), and we'd be happy to give you our opinions on what would go best in your space. Call us at the number at the bottom of the page and we'll direct you to the right person.