Shipping Policy

Last updated: 08/09/26

This Shipping Policy explains how orders placed through Mercer & Gray are processed, shipped and delivered.

Please read this policy carefully before placing your order.

Shipping Locations

We currently ship to addresses within [United States / contiguous United States / list exclusions].

At this time, we may be unable to deliver to:

• PO boxes

• APO/FPO addresses

• Alaska, unless stated otherwise

• Hawaii, unless stated otherwise

• Puerto Rico, unless stated otherwise

• US territories, unless stated otherwise

• Certain remote locations

• Locations with restricted carrier access

If we cannot deliver to your address, we will contact you.

Fulfillment

Our products may be shipped directly from our fulfillment partners, suppliers, warehouses or logistics providers.

Some furniture items may be dispatched from US fulfillment centres, including facilities located in New Jersey and California.

Your order may arrive in more than one shipment if you order multiple items.

Processing Times

Order processing times vary depending on stock availability, warehouse processing, carrier scheduling and fulfillment partner operations.

Typical processing time for in-stock items: [1–2 business days].

This processing estimate does not apply to made-to-order pieces. Please see the “Made-to-Order Pieces” section below.

Processing times are estimates only and are not guaranteed unless expressly stated otherwise.

During busy periods, promotional periods, holidays, severe weather events or supply chain disruption, processing may take longer.

Shipping and Delivery Times

Estimated delivery time for in-stock items after dispatch: [2–7 business days].

This delivery estimate does not apply to made-to-order pieces.

Delivery times are estimates only and are not guaranteed unless expressly stated otherwise.

Delays may occur due to:

• Carrier delays

• Freight delays

• Weather

• High shipping volumes

• Address issues

• Access restrictions

• Warehouse processing delays

• Supply chain disruption

• Customer unavailability

• Events outside our reasonable control

We will do our best to keep you updated if we become aware of a significant delay.

Made-to-Order Pieces

Products identified as made to order are produced especially for your order and have longer lead times than in-stock items.

Our usual estimated delivery timeframe for made-to-order pieces is 8–12 weeks from the date your order is placed, including production, preparation, shipping and delivery, unless a different timeframe is clearly stated before purchase.

Due to ongoing global conflicts and potential supply chain or shipping disruptions, delivery for some made-to-order products may take 12–16 weeks rather than our usual 8–12 weeks.

Where an extended timeframe is expected, we will clearly display the applicable estimate on the affected product page before purchase. Please review the product-specific delivery information before placing your order.

These timeframes are estimates based on the information available when you order. If your order is affected by a delay, we will contact you with an update and follow the notification, cancellation and refund provisions below.

An update to this policy does not automatically extend the timeframe agreed for an existing order. The made-to-order status of an item does not remove any cancellation or refund rights that apply by law when shipment is delayed.

Thank you for your patience and understanding while your piece is being made and delivered.

Shipping Timeframes and Delays

We aim to ship orders within the timeframe shown before purchase on the product page or checkout page and reflected in your order confirmation.

If no shipping timeframe is stated, we will ship within the timeframe required by applicable law. For orders covered by the FTC’s Mail, Internet, or Telephone Order Merchandise Rule, this is generally within 30 days.

If we cannot ship within the stated or applicable timeframe, we will notify you within the legally required timeframe. We will explain the delay, provide a revised shipping estimate—or explain if one is unavailable—and give you the option to accept the delay or cancel the unshipped item for a full refund of the amount paid for it, including any applicable shipping charges.

Where consent is required to continue with a delayed order, we will obtain it. If the required consent is not obtained, we will cancel the affected unshipped item and issue a prompt refund within the applicable legal timeframe.

No cancellation or restocking fee applies to cancellations under these delay provisions.

If an order has already shipped and becomes significantly delayed, please contact us. We will investigate with the carrier, keep you informed and provide any remedy required by applicable law.

Large Furniture Delivery

Furniture may be delivered by parcel carrier, freight carrier or specialist delivery partner depending on the item.

Delivery may be curbside, doorstep, threshold, room-of-choice or another service level depending on the product, carrier and delivery location.

Unless expressly stated on the product page or order confirmation, delivery does not include:

• Assembly

• Installation

• Packaging removal

• Carrying items upstairs

• Carrying items to a specific room

• Removal of old furniture

• Wall mounting

• Door removal

• Hoisting or specialist access services

Please make sure the item will fit through doors, hallways, stairways, elevators and intended spaces before ordering.

Customer Delivery Responsibilities

You are responsible for providing complete and accurate delivery information.

This includes:

• Full delivery address

• Correct ZIP code

• Email address

• Phone number

• Any gate codes or access instructions

• Any building restrictions

• Any elevator restrictions

• Any delivery appointment requirements

• Any access limitations

You are also responsible for ensuring:

• Someone is available to receive the delivery where required

• The delivery location is accessible

• The item will fit through the required access points

• The delivery address is safe and reachable for the carrier

• Any restrictions are disclosed before dispatch

Additional charges may apply if delivery fails because of incorrect information, missed appointments, restricted access, customer unavailability or failure to disclose delivery limitations.

Measuring for Delivery

Before placing your order, please measure:

• Doorways

• Hallways

• Stairways

• Elevators

• Entryways

• Room placement area

• Turning spaces

• Ceiling height where relevant

We are not responsible if an item cannot be delivered or placed because it does not fit through access points or into your chosen space.

If an item is returned or delivery fails because of access issues, you may be responsible for return shipping, storage, handling, redelivery and restocking charges.

Address Changes

Please contact us immediately if you need to change your delivery address.

We cannot guarantee address changes once an order has been submitted, processed, allocated, packed or dispatched.

If an order has already shipped, address changes may not be possible.

If a carrier, warehouse or fulfillment partner charges a rerouting, storage, return or redelivery fee, this may be passed on to you.

Order Tracking

Once your order has shipped, we will provide tracking information where available.

Tracking updates may take time to appear after dispatch.

For large furniture, tracking may update differently from standard parcel deliveries.

Multiple Shipments

If you order more than one item, your order may arrive in separate shipments and on different dates.

You will receive tracking information where available.

Separate shipments do not necessarily mean that any part of your order is missing.

Delivery Appointments

Some large items may require a delivery appointment or carrier contact before delivery.

If the carrier contacts you to schedule delivery, you are responsible for responding promptly and being available at the agreed time.

Missed delivery appointments may result in additional charges, including redelivery, storage, handling or return fees.

Inspecting Your Delivery

Please inspect your order as soon as it arrives.

If the packaging is visibly damaged, please take photos before opening it.

If the item itself is damaged, defective, incorrect or incomplete, please contact us within 48 hours of delivery where possible so we can investigate promptly. This reporting request does not limit your statutory rights.

Please keep:

• The product

• The original box

• Internal packaging

• Shipping label

• Any protective materials

These may be required for carrier or warehouse investigation.

Damaged Packaging

Damaged packaging does not always mean the product is damaged.

If the packaging is damaged, please photograph it before opening and carefully inspect the item.

If the item is damaged, defective, incorrect or incomplete, please contact us within 48 hours of delivery where possible. This reporting request does not limit your statutory rights.

Lost or Delayed Shipments

If your order appears lost or significantly delayed, please contact us at:

Email: support@mercerandgray.com

We will work with the carrier and fulfillment partner to investigate.

If the order is confirmed as lost, we will arrange a replacement or refund where appropriate, depending on stock availability, the circumstances and your rights under applicable law.

Delivery Refusal

If you refuse delivery for any reason unrelated to visible serious damage, defect, an incorrect item or an error caused by us, you may be responsible for any resulting costs.

These costs may include:

• Return shipping

• Redelivery fees

• Storage fees

• Handling fees

• Restocking fees

• Carrier charges

• Warehouse charges

If the item is returned to the warehouse without an approved return, it may not be eligible for a refund, subject to your rights under applicable law.

The cancellation and refund rights described under “Shipping Timeframes and Delays” are not affected by this section.

Failed Delivery

If delivery fails because of incorrect address details, missed appointments, restricted access, customer unavailability, refusal of delivery or failure to disclose access limitations, you may be responsible for any additional charges.

These may include:

• Redelivery fees

• Storage fees

• Return shipping

• Handling fees

• Restocking fees

Any charges remain subject to applicable law.

Shipping Charges

Shipping charges, if applicable, will be shown at checkout.

Shipping charges may vary depending on:

• Product size

• Product weight

• Delivery location

• Carrier

• Fulfillment warehouse

• Delivery service level

• Promotions or free shipping offers

Shipping fees may be non-refundable where permitted by law, especially where an order is refused, cancelled after dispatch, returned without approval or returned for a non-fault reason.

This does not affect refunds due under the “Shipping Timeframes and Delays” section or applicable law.

Free Shipping

If we offer free shipping, this means the standard shipping cost is included or waived at checkout.

Free shipping does not include additional services unless expressly stated, such as:

• Assembly

• Room placement

• Packaging removal

• Expedited delivery

• Storage

• Redelivery

• Specialist access

• Failed delivery charges

California Proposition 65 Shipping Notice

Products shipped to California may include warnings required under California Proposition 65.

Where required, these warnings may appear on product pages, packaging, labels, checkout pages or accompanying materials.

California’s Proposition 65 warning guidance includes furniture products among product types that may expose consumers to listed chemicals, depending on the materials and finishes used.

Events Outside Our Control

Events outside our reasonable control may affect production, shipping or delivery.

These may include:

• Global conflicts and associated transport restrictions

• Severe weather

• Natural disasters

• Carrier disruption

• Labour disputes

• Road closures

• Warehouse disruption

• Supply chain disruption

• Power outages

• System failures

• Government action

• Public health emergencies

• Other events beyond our reasonable control

Where such events affect your order, we will keep you informed of the available information and next steps.

The notification, cancellation and refund provisions under “Shipping Timeframes and Delays” continue to apply. Nothing in this policy limits your rights under applicable consumer protection law.

Contact Us

For shipping questions, please contact us at:

Email: support@mercerandgray.com