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For the BEST delivery experience:

  • Ensure all obstructions are removed for delivery team
  • On snow days, please have your walkways cleared of snow

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Terms and Policies

Return Policy

Grand is committed to customer satisfaction. We know returning a product is stressful on you as well as us so we're here to help you get it right the first time. Our talented product experts are available to help you select the right product for your needs and as such we encourage you to take advantage of our expertise before making your purchase. To speak with a product expert, call 1.888.396.8165 or email

Common problems that can be avoided result from ordering the wrong size or wrong fuel product. It is important to carefully measure your space before purchasing. Countertops and/or cabinets are not always cut or set completely straight so it's important to measure in multiple places to ensure accurate measurements. If purchasing an appliance, determine whether the appliance is fueled by gas or electricity. If electric, be sure to purchase a product with the appropriate voltage rating.

If a return is necessary, Grand's customer service representatives are standing by to help facilitate the return. To start the return process, call toll free 1.888.396.8165 x 222 or email Authorized returns will be given an RMA (return merchandise authorization) number. Policies and procedures for obtaining an RMA vary based on the reason for return. See below for more information.

Defective Products

Most products sold by Grand include a one year, parts and labor warranty. See your product literature or speak with one of our product experts for details. If your product is defective upon arrival, notify customer service of the problem within 48 hours of receiving goods. If you notice the defect after 48 hours of receiving goods, please contact the product's manufacturer. Contact information for the manufacturer is included in the product literature. NOTE: Most manufacturers require one service call to diagnose the problem.

Damaged Products

Products damaged during shipping are eligible for exchange at no charge to you. If you are a local customer (within 35 miles of a Grand location), your product will be delivered by one of Grand's delivery teams. Upon delivery, inspect your product for damage. Should the product be damaged, you have the right to refuse the delivery. Contact Grand customer service to schedule another delivery.

NOTE: If you are outside of our local delivery area, call 1.888.396.8165 for information about receiving a freight delivery.

The Product Does Not Meet Your Needs

If you are not satisfied with your purchase, you may return the product within 14 days of receiving it. To begin the return process, you must notify customer service within the 14 day grace period. Products must be returned in brand new condition and packaged in their original box including all packing materials, manuals, blank warranty cards and included accessories (i.e. remotes, cables, hoses, etc). Products must also be free of any cosmetic damage. Products that do not meet these requirements may not be eligible for return or will incur a 25 percent restocking fee. Any product that has been installed or attempted to be installed cannot be returned.

NOTE: Shipping and handling charges from our warehouse are non-refundable. Customers are responsible for shipping charges incurred when returning a product. Special order merchandise is not eligible for return or exchange unless it is damaged or defective.


The customer agrees to the terms and conditions published above when they place a completed order with our company. In addition, the customer authorizes their credit card company abide by these terms. Grand reserves the right to cancel orders at anytime.

Privacy Policy

Grand will request your personal information when you place an order online, join our mailing list or participate in online activities such as surveys or contests. All information is collected using secure data collection methods to ensure the safety of your personal information. At no time will any personal information (i.e. name, address, phone, email, purchase history, etc.) be sold or transferred to any other party.

Purchasing Online

When purchasing online, you will be asked to provide contact and billing information in order to complete the transaction. You will also be asked to provide financial information pertaining to your method of payment (credit card, Wells Fargo Consumer Financing or PayPal). Your contact information is used to contact you regarding your order, arrange to ship your purchase and send you information about our company. Your financial information will only be use apply payment to the order.

Grand's Mailing List

Grand maintains a mailing list on for customer and website visitors. To sign up for the mailing list, go to the home page and click Mailing List in the top navigation. The information collected is used to send you information about Grand and inform you of sales, contests and other promotions.

Surveys, Contests, Etc

If you participate in any online activities you will be asked for some personal information. Contact information will be used to send you information about our company. Surveys request demographic information, which is used to group and analyze customer responses. Contests that require shipping an item to contest winners require shipping information.

NOTE: If you have purchased products or signed up for the mailing list and now do not wish to receive correspondence from Grand, respond to the correspondence with the following phrase in the subject line: DELETE FROM MAILING LIST. You may also call 1.888.396.8165 and one of our customer service representatives would be happy to assist you.