FAQs

Things to be aware of.....

Although some of our items we have multiple quantities of, others are one of a kind true vintage antiques we picked up in our travels.  Therefore, when they go, they go.  If you have your eye on something on our site the best thing to do is not to wait to order because once it is gone, it most likely is gone for good.

How much is shipping?

Shipping, handling and insurance costs are $13 per order, NOT ITEM.  Any order over $99, is shipped free.  We are constantly working with our shipping partners to ensure you get the best rate possible!  Regular items can be shipped via Fedex Home Delivery, USPS Priority, Fedex Smartpost.  This is shipping costs for the United States.  We do ship elsewhere, but at different rates.  Unfortunately, our furniture can only be shipped in the continental United States.  All furniture prices INCLUDE the shipping.   If you are from another area of the world, email us first and we will give you a quote.  

Will I be charged when my items are shipped, or when I place my order?

We bill customers upon checkout, not when items are shipped.

When will I receive my order?

Orders typically ship out of our warehouse within 1-2 weeks of order confirmation, often sooner, depending upon availability.  We send an email as soon as we have packed up your item from our warehouse the day before it is going en route to you.  Sometimes, due to circumstances out of our control, such as an item being one-of-a-kind, or being very popular, they do get sold out.  In that event, we will notify you of this, as well as, on any back ordered items. 

If you ever have questions about your order status, please reference our Contact page on our website to check the status of your order.

I've only received part of my order. When will the rest ship?

Sometimes, on multiple merchandise sales, some of your order will be in stock and some might be back ordered.  We prefer to send your entire order to you at the same time.  In this case, we will email you to notify you of our expected shipping date. 

If you ever have questions about the status of an item in your order, please reference our Contact Page on this website to check the status of your order. 

Returns, Exchanges, and Damages

First, we want you to know that your satisfaction is what matters most to us.  If you've received an item that seems defective or is damaged, please let us know so we can refund or replace it for you.  Due to the nature of a large portion of our merchandise being unique in nature and one of a kind, some items may not be replaceable.  We have tried to provide in depth descriptions of all our merchandise (sizing, what it is made of, color, etc.) and the quirky nature of some of the pieces, so please shop accordingly as WE DO NOT ACCEPT RETURNS on merchandise EXCEPT in the event of a damaged item.  Due to us being a small online business and shipping costs being very high, there are NO RETURNS for buyer's remorse, sadly.  If you have received an item that broke in transit, we will gladly replace it for the same item, or, if it is not available anymore, a refund will be given. 

The fastest way to get a replacement for a damaged item is to send an email to shop@thegreyantler.com with the details of the damage and attach a photo to the email.  From there, our amazing customer service team will make sure you're fully taken care of.  With damage due to shipping, shipping charges are on us, both for the returned item and the replacement, if available.  PLEASE KEEP ALL PACKAGING IN CASE OF DAMAGE AS THAT WILL BE NEEDED BY THE SHIPPING CARRIER TO SEE UPON ARRANGEMENT OF PICK UP.  If your packing materials have been thrown out, that will negate a refund/exchange.  Refunds are only given if the merchandise is not available anymore and will be processed to the same method of original payment.  Please ship the product(s) back in the ORIGINAL PACKAGING, if not damaged, back to us at:  Attention:  Return Dept., The Grey Antler, 31098 N. 136th Drive, Peoria, AZ  85383.  After the process is complete, you will be sent a refund confirmation e-mail and you can expect a refund to appear on your next credit card statement.  Refunds are processed very quickly on our end.

Furniture Return Policy

As all our upholstered furniture are made from solid wood structure and are individually handcrafted & upholstered; do expect minor variations in sizes, finish, fabric, texture, curves, color, knots, grain pattern, timber movement or specifications. These are an integral part of the natural occurrences of the handcrafted process along with the upholstered and handmade nature of the offered furniture and should NOT be construed as defects.

Wood furniture is made of “dead” trees, the wood will then react to temperature and humidity changes inside your home as if it were alive. Further, the fabrics lots are hand printed & dyed in batches hence do not expect each and every pattern / color product to be identical to one another.

If for any reason you do not appreciate the natural & handmade occurrence as part of the handcrafted nature of the upholstered products; we regret our product portfolio might not be entirely suitable for you.

The returns policy, along with our full Terms & Conditions must be read, understood and followed to enable us to successfully process your returns claim. 

Standard Operating Procedure for Returned Items

  • All returns must be in the original packaging and in the same condition as it was received.
  • All damages must be reported within 24 hours of your delivery.
  • Incorrectly notified returns may not be processed.
  • All returns will be checked before a credit is issued.
  • Courier Company will only collect the approved return.

Defective Goods and Returns

  • Notify us no later than 24 hours from the receipt of the order.
  • Always quote the sales order number & item number.
  • Attach any relevant pictures and a brief explanation of the issue
  • We aim to process the request and revert within 1-3 business days.
  • Depending on the outcome we would like to inspect or collect the Goods on a date agreed between us and once we have checked that the Goods are faulty, we will:

(a) Issue a credit note; or (b) Provide you with a full refund; or (d) Replace the Goods; or (e) Repair the Goods.

All refunds are processed within 30 days and to the original method of payment against which the purchase was paid.

Sale or Return

Goods are NOT sold on a ‘sale or return’ basis. If there is buyer's remorse on your end; we will not accept a return. Drop-ship customers must understand their legal obligation before placing an order with The Grey Antler.

Back Orders

  • Once executed; back orders are treated like normal ‘standard’ orders and therefore the same Standard Operating Procedure and returns policy is applicable.

Handmade Goods

100% of our products are hand-crafted individually. Further most of our products are hand-made from solid wood hence variation in size, color, finish, fabric (for upholstered goods), texture, natural grain pattern, knots, movement of timber etc are an integral part of the way products are naturally made & promoted. We strongly recommend you to ensure that you have made yourself fully aware about the nature of our offered hand-made solid wood products to avoid any disenchantment at a later stage. We regret, will NOT treat any of the above variations as defect, as these are natural occurrences.

Again, we're here to help. 

If you ever need anything or have any questions, we'll do everything we can do to help you. Send us an email at shop@thegreyantler.com for a speedy response from our customer service team, or call us anytime M-F 10:00-5:00 Arizona time (MST) at 516-381-6513.