Customer Help

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

How can we help?

FAQ

Ordering

What is my order status?

Depending on how you chose to be contacted, you should be receiving messages including tracking numbers. You can also visit our tracking website to track your order.

Can I cancel my order?

We completely get it, we change our minds too! Usually orders are processed as they come in so often times it is hard to cancel.

Please contact us and we will do our best to make sure your cancellation or return experience is smooth.

As a reminder, domestic return shipping is free.

Shipping

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

Due to health issues we might be experiencing difficulty processing orders. If you need to contact us, please do so and we will do our best to assist you!

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

Do you ship overseas?

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.

I need to change my shipping address.

Visit our tracking site and enter your tracking number or order information. There should be an option to redirect your package via the courier's website. https://track.granitestone.com/

Returns

I need to return my order from granitestone.com

We understand that sometimes we change our mind.

Please make sure your order is within our 30-day return policy. If your item is defective or arrived damaged, please have photos and a description ready.

Our staff will review and process your return in the order it was received.

Please navigate to our returns portal and we will get your website order return processed.

I need to return my "as seen on TV" order.

No, worries! Please check your order for more details or navigate to https://www.customerstatus.com to get started.

I need to return my order, but I did not order from Granitestone.com.

We do not have the ability to process retail orders (Amazon, eBay, Walmart, Macy's, Belk.com, Etc.)

Please refer to the website or retail store you purchased from for more details.

Warranty

I received a damaged item, what do I do?

No, worries! It's a rough and tumble world out there.

If you wish, you can also visit Returns Portal and process your replacement order. Please have photos and a description of the problem ready!

If you did not order from Granitestone,com, send us a message with all your order details including receipt, so we can help you out!

My product is defective, now what?

We stand by our product and engineering. Please reach out and be prepared with photos and purchase information.

This helps us to build a better product and we will do what we can to get you a new piece delivered for free!

Start your exchange at our return's portal. https://returns.granitestone.com/

Where do I register my warranty?

Head on over to our registration page and get started! As a thanks, we'll send you a discount for $10 off your next purchase!