Terms & Conditions

We want to make your ordering and customer service experiences as good as they can be. If you have any questions at all regarding your account, or need specific details on our products and services, speak with your Account Manager or one of our Customer Service Representatives at 1.866.391.8111.


We make every effort to keep our prices low and to offer the best value possible. Pricing is based on current market value for products, which is subject to change, and you can count on us to reflect price decreases as soon as they take effect. As a business customer, you’ll benefit from substantial discounts on all prices shown, with the exception of those items marked ‘NET’.

List Prices

Prices on office supply and computer supply items are the same across Canada. Furniture prices shown apply in our Ontario and Quebec zones only. Western Canada, Atlantic Canada and Northwestern Ontario pricing on furniture is available upon request. Prices quoted in the "Commercial" edition of the catalogue are subject to volume business discounts. Discounts do not apply on items whose prices are identified as 'NET'. Prices quoted on grandandtoy.com (pre-login) are all "NET" and thus not subject to any volume business discounts.


Prices quoted exclude taxes. Provincial, Federal and Harmonized taxes will be added to purchases where applicable. For orders shipped in New Brunswick and Newfoundland, the Harmonized Sales Tax will apply. Effective July 1, 2016 the HST rates in New Brunswick and Newfoundland will increase to 15% from 13%.

HST (Harmonized Sales Tax)

The Harmonized Sales Tax (HST) will apply at a rate of 13% in Ontario (consisting of a 5% federal component and an 8% or 7% provincial component, respectively).

The applicable HST taxes will be applied to all invoices (other than zero-rated products). Where products are exempt from the provincial component (7% or 8%), the HST rate on the invoice will reflect 5% only.

Nova Scotia
The Harmonized Sales Tax (HST) will apply at a rate of 15% in Nova Scotia (consisting of a 5% federal component and a 10% provincial component). The same exemptions will apply as in Ontario and British Columbia.

Quebec Harmonized Sales Tax
The Province of Quebec harmonized its QST system with the Federal Goods and Services Tax (GST) and the Harmonized Sales Tax (HST) system. QST will be applied to invoices on the selling price at the rate of 9.975% and shown separately on the invoice. GST will be applied on the selling price of the invoice and also shown separately on the invoice.

British Columbia Harmonized Sales Tax
On April 01, 2013, the Province of British Columbia replaced its Harmonized Sales Tax system with the Goods and Services Tax (GST) and the British Columbia Provincial Sales Tax (PST) system. GST will be applied at the rate of 5% and the PST will be applied at 7%.

Prince Edward Island Harmonized Sales Tax
On April 01, 2013, the Province of Prince Edward Island harmonized its Provincial Sales Tax (PST) system with the Federal Goods and Services Tax (GST) and the Harmonized Sales Tax (HST) system. The HST will be applied at the rate of 14%. Effective October 1, 2016 HST will increase to 15%.

If you have any further questions, please contact your local Account Manager or contact our Customer Service Centre at 1.866.391.8111 (7:00 AM - 7:30 PM EST) or email: customerservice@grandandtoy.com

Price Changes

Due to market conditions, all prices shown are in effect at the date of website visit and are subject to change without notice.

Payment Terms And Leasing Options

If you are a registered business customer, not paying by credit card, the following options are available. Payment terms are 'NET' 30 days from date of invoice. Invoices unpaid by the due date are subject to a late payment charge and may also result in delayed delivery of subsequent orders. If you do not have a Grand & Toy account, payment by money order or major credit card (VISA, American Express, MasterCard, Diners Club/enRoute) must accompany the order. Payment terms are subject to change without notice. Leasing options may be available on large furniture purchases-contact your Account Manager for details.

Product Changes, Substitutions And Errors

All descriptions and illustrations are based on the best information available at the time of publication. Although every effort has been made to ensure accuracy, prices and specifications are subject to errors and we are not responsible for errors. Colours are approximate and may differ from those shown. Unless indicated, contents are not included with merchandise displayed. Manufacturers’ specifications may change or products may be discontinued without notice. Should an item become unavailable, we reserve the right to replace the item with a comparable substitution of equal or greater value at the time of your order placement.


100% Satisfaction Guarantee/Return Policy

Not happy with your purchase? No problem. Most items may be returned in their complete and original unopened packaging, including all manuals and accessories, within 30 days of receipt. All returns must be in re-sellable condition. See “Product Return Conditions” below.

Product Return Conditions:

All returns must be in re-sellable condition. Please see the following guidelines:

  • Products cannot be returned without a Return Authorization Number. Please contact us to obtain an authorization number in advance to accompany the product being returned.
  • Any return of defective merchandise is contingent on the manufacturer’s defective and/or repair/replacement polices.
  • Under certain conditions, restocking and/or delivery charges may be applied. Refused delivery may be subject to additional charges.
  • Special-ordered, non-stock merchandise, including furniture items with extended delivery, are non-cancelable and non-returnable.


Conditions by Product Category:

Office supplies
Unopened and unused, may be exchanged or returned for a full refund within 30 days of receipt.

Ink & Toner
Unopened, unused items may be exchanged within 30 days of receipt.

Defective/Damaged Ink & Toner
Items may be exchanged within 30 days of receipt, after 30 days contact the manufacturer directly

Technology And Consumer Electronic Products
Unopened, unused items may only be returned for a full refund within 14 days of receipt.

Defective/Damaged Technology
Items may be exchanged within 14 days of receipt, after 14 days contact manufacturer directly.

Some furniture items may require inspection prior to confirmation of return credit. Installation costs are non-refundable

Consumable Food/Chemicals
All items are non-returnable.

Damaged Goods And Shortages

In case of damage or shortage in shipments, note the discrepancy on the bill of lading/packing slip before signing for receipt of the order and notify Grand & Toy immediately with a copy of the bill of lading/packing slip. Notification must be reported within 30 days of shipment. Where there is concealed damage, retain the packaging for inspection. For shipments delivered by a courier or freight company, report the claim to the carrier and obtain an inspection report. Notify Grand & Toy and we will cooperate to help you secure a satisfactory adjustment.


Orders below $50 (before taxes, after coupons and price matches) are subject to a handling fee. Orders are shipped pending credit approval and product availability. Orders placed outside of local trading areas will have a separate delivery charge based on the weight and delivery distance of the order. On all furniture orders under $200 'NET' before taxes, a $10 handling charge applies. We observe many federal and provincial holidays across Canada. If you are in an area that is observing a holiday and are unsure of your delivery date, please contact us at 1.866.391.8111.

Expected Delivery Times (For Non-Account Holders)

We strive to ship most products within 1 to 2 business days to locations within local trade zones. If your order originates outside local trading areas, it may take 3 to 5 business days.

Products that are backordered, out-of-stock or drop-shipped from third party vendors may have extended delivery times. When you add an item to your shopping cart, you may receive one of the following messages that will help you estimate your delivery date:

“In-stock” -- Usually ships within 1 to 2 days in local trade areas.

“This product requires special shipment. Ships separately” -- Usually ships within
4 to 7 business days.

“On backorder” -- Backordered products generally ship within two weeks. If you’d like more information before ordering, or don’t receive your product within the expected time, please call 1.866.391.8111 or click here to chat with a customer representative

Orders are usually shipped via UPS. For hardware and software, you’ll need a contact person to accept the delivery between 9am – 5pm. The contact person will confirm the order and sign for the delivery. If no one is available to accept the delivery, our driver will return on the next business day, and then again on the following day if necessary.

If you have any special delivery instructions, please add them to the second line in the “address” field at check-out. For example: “please leave on front porch.”

When we receive your order, we will send an email confirmation and expected delivery date. It will also include a UPS tracking number and website address where you can track your order. For more detailed information about our UPS delivery, please visit UPS’s website.

Grand & Toy is unable to deliver to Post Office Boxes.

Fuel Surcharge

As of October 3rd, 2005, a fuel surcharge will be applied to all orders that require delivery. The fuel surcharge will be adjusted based on the average price of regular unleaded gas established by MJ Ervin & Associates, a company that monitors fuel prices across Canada. Note this policy only applies to orders placed by current account business holders. On the 15th of every month, Grand & Toy will review the average weekly fuel price for the preceding four weeks to determine the fuel surcharge which takes effect on the 1st Monday of the following month, based on the following price ranges:

Canada Average Regular
Unleaded Gasoline Pump Price

(Cdn $ / Litre)
Less than $0.74 0
$0.75 - $0.88 $0.75 per order
$0.89 - $1.19 $1.00 per order
$1.20 - $1.50 $1.25 per order
$1.51 - $1.75 $1.50 per order
$1.76 - $2.00 $1.75 per order


Unless an order is specifically exempt, this fee will be charged to all customers and appear on invoices as a separate line item. Both GST and provincial sales taxes will apply. Individual order size and delivery location have no bearing on the surcharge and regular delivery terms still apply.

The following is a listing of order types that are exempt from the surcharge:

  • Backorders, Order Corrections, Orders for Pick-Up and No Charge Orders
  • Special orders shipped directly to the customer from the supplier
  • Orders that already have an 'order handling charge' applied.


Minimum Order, Handling, Installation And Assembly Charges

To help mitigate the negative environmental impacts of frequent, small deliveries, orders less than $50 (before taxes and other fees, after coupons and price matches) are subject to a $5 handling fee. For more information on our Minimum Order policy, including information on how to keep your orders above $50 click here. On all furniture orders under $200 'NET' before taxes, a $10 handling charge applies (some items are exempt). An installation and assembly charge may apply on furniture installations. On items for which assembly is requested, an assembly charge will apply. Please contact your nearest Grand & Toy location or Account Manager for details.

Waste Diversion Fees

A Waste Diversion Fee, such as an ECO fee, Electronics Handling Fee, Deposit Fee, or other similar Recycling Fee may apply to new purchases of designated items in the regulated waste diversion programs of participating provinces. These programs require manufacturers to pay recycling fees, which are then transferred to the customer. All fees collected for remittance to a regulated waste diversion program are sent by Grand & Toy to the respective non-profit provincial stewardship agency, explicitly for the safe recovery, recycling and/or disposal of an item’s components. Links to each provincial stewardship agency can be found online at


Furniture Delivery

Because some furniture items are not carried in stock by Grand & Toy , or may require extra attention prior to delivery, there are two levels of furniture delivery. 'Regular Delivery' is furniture that is currently stocked in Grand & Toy warehouses and depending on region, is available for quick delivery, typically within 2 to 5 business days. 'Extended Delivery' are furniture items that are special ordered at the request of a customer from our suppliers' stock programs and depending on region, are available typically within 7 to 15 business days. Please Note: All 'Extended Delivery' items are not returnable.

Insulated Files And Safes

Due to the weight involved, insulated files and safes may be subject to special handling, freight and/or transportation charges that are billed to the customer. No charges apply to customers located in our local delivery areas provided the location and facilities permit delivery by our own Grand & Toy truck and two-person crew. Charges may apply to unique locations, which require additional resources or equipment to complete the delivery. Please contact your Account Manager for details. Delivery charges, if any, will be noted in your cart at check-out.


Office supply and computer supply items which are not carried in stock by Grand & Toy, and which are ordered to a customer's specifications, are not returnable. Furniture items which are not carried in stock by Grand & Toy and are special ordered to a customer's specifications, are not returnable. 'Extended Delivery' Furniture items are not returnable (see Furniture Delivery, above).

Grand & Toy is committed to supporting environmental conservation. Where possible, our flyers and catalogues are printed on recycled paper using only vegetable-based inks, and are recyclable where facilities exist.

Grand & Toy Grand Rewards™

Please click here for Grand Rewards™ terms and conditions.