Delivering a great shopping and customer service experience is important to us. For any questions regarding your account, or for specific details on our products and services, please follow this link to our FAQ page, contact your Account Manager or one of our Customer Care Representatives at 1.866.391.8111(7:00 AM – 7:30 PM ET) or by email at customerservice@grandandtoy.com.

Pricing

Grand & Toy updates pricing, product, and services regularly for different reasons. These include, but are not limited to market and competitive forces, and we reserve the right to change these at any time, and without notice. If you are a Grand & Toy account holder, please log in to your account to obtain your up-to-date pricing.

Grand & Toy reserves the right to limit or prohibit sales, including those to re-sellers. While we make every effort to provide accurate information, we take no responsibility for inaccuracies or errors. We reserve the right to make changes to grandandtoy.com at any time, and without notice.

If necessary, we may refuse or cancel an order for reasons that include, but are not limited to, limitations on quantities, or inaccuracies and errors in product or pricing information. This also applies to orders made by resellers.

Price Changes

Due to market conditions, all prices shown are effective as of the date you visit grandandtoy.com and are subject to change without notice.

Taxes

All prices quoted exclude sales tax. Where applicable, Federal, Provincial and Harmonized Sales Tax will be added to purchases based on the shipping destination. Some products are zero-rated for sales tax, such as certain food items. Please refer to the Taxation Canada link for more information https://www.canada.ca/en/services/taxes.html.

Payment Terms And Leasing Options

For registered business customers not paying by credit card, the following applies: Payment is due within 30 days of invoice date (NET 30). Invoices unpaid by this date are subject to a late payment charge and may result in subsequent orders being delayed. If you do not have a Grand & Toy account, you must pay with a major credit card (VISA, American Express, or MasterCard). 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

Descriptions and product images are based on the best information available at the time. While Grand & Toy makes every effort to provide accurate information, we are not responsible for inaccuracies or errors. Colours are approximate and may be different from those shown. Unless indicated, contents are not included with products displayed. Manufacturers’ specifications may change, or products may be discontinued without notice. If an item is unavailable, we reserve the right to replace it with a comparable substitution of equal or greater value when you place your order.

Return Policy

If you are not satisfied with a product you purchased, we will give you a full refund or replacement within the applicable time frames detailed below, and subject to the following "Product Return Conditions":

Product Return Conditions:

All product returns must be unopened and within their applicable return period.  Products must include original undamaged packaging, parts, manuals, the Universal Product Code (UPC), a copy of the packing slip, and a Return Authorization Number, which can be obtained in advance through the online self-serve tool or by contacting Customer Care.  Delivery fees are non-refundable. Damaged or defective products, short shipments, or miss-filled orders may be exchanged or returned for a full refund. Please inspect your goods as soon as they arrive.

  • Office supplies
    • Unopened and unused office products can be exchanged or returned for a full refund within thirty (30) days of purchase.
    • Grand & Toy® Brand products (excluding ink and toner) can be exchanged or returned for a full refund within three hundred sixty-five (365) days of date of purchase.
  • Ink & Toner
    • Unopened and unused ink and toner can be exchanged or returned for a full refund within thirty (30) days of date of purchase.
    • Damaged or defective Original Equipment Manufacturer (“OEM”) ink and toner may be entitled to a replacement within thirty (30) days of date of purchase.
    • Damaged or defective Grand & Toy® Brand ink or toner can be exchanged or returned for a full refund if returned with its box within three hundred sixty-five (365) days of date of purchase.
  • Technology Products
    • Unopened and unused technology products can be exchanged or returned for a full refund within fourteen (14) days of date of purchase. This product must still be factory sealed.
    • For hygiene reasons, opened headphones and headsets are non-returnable.
    • Damaged or defective technology products may be exchanged or returned for a full refund if returned with all components and in the original packaging within fourteen (14) days of date of purchase.
  • Furniture
    • Unopened and unused furniture can be exchanged or returned for a full refund within thirty (30) days of date of purchase.
    • Custom/Special ordered furniture with extended delivery are non-returnable.
    • Damaged or defective furniture may be exchanged or returned for a full refund within thirty (30) days of date of purchase.
    • Furniture installation fees are non-refundable.

In some cases products in the above categories that have been opened, assembled, or used may be returned but will be subject to a restocking fee.

  • Special Orders
    • Non-catalogue, special orders and proprietary products are non-cancellable and non-returnable, except if the product is damaged or defective or was sent incorrectly.
  • Software
    • All software is non-returnable and non-refundable.
  • Consumable Food
    • For health and safety reasons, food items are non-returnable, except if the product is defective or it was sent incorrectly.
  • Cleaning Chemicals
    • For health and safety reasons, cleaning chemicals are non-returnable. Defective products or products sent incorrectly may be exchanged or returned for a full refund within thirty (30) days of the date of purchase.
  • Coffee Equipment/Appliances
    • Unopened and unused coffee equipment and small appliances can be exchanged or returned for a full refund within thirty (30) days of purchase.
    • Damaged or defective coffee equipment and small appliances may be exchanged or returned for a full a refund within thirty (30) days of purchase.
  • Health & Safety
    • Products within this category are non-returnable. Defective items or products sent incorrectly may be exchanged or returned for a full refund within thirty (30) day of the date of purchase. Credit will be processed as quickly as possible following the receipt of the product by our distribution centers. Please allow up to 10 business days to see this credit on your account or credit card.

Damaged Goods And Shortages

In the case of damage or missing product, note the discrepancy on the packing slip and notify Grand & Toy immediately. Damaged or defective products may be exchanged or returned for a full refund within thirty (30) days of the date of purchase.

Warranties

Warranties are dealt with directly with manufacturers. Grand & Toy can assist in directing you to the appropriate contact to work this out, please reach out one of our Customer Care Representatives at 1-866391-8111 or by email at customerservice@grandandtoy.com.

Shipping & Handling

Non-furniture orders of $50 or more to be delivered within our local delivery areas will be delivered for free. Minimum purchase required is before taxes and after discounts/price matches.  Some exclusions apply. See below for details.

Non-furniture orders of less than $50 (before taxes and after discounts/price matches) may incur a Minimum Order Handling Charge of $9.95.

Furniture orders of $200 or more (excluding insulated files and safes) to be delivered within our local delivery areas will be shipped for free. Minimum purchase required is before taxes and after discounts/price matches.

Orders placed for delivery to a location outside of our local delivery areas may be subject to a shipping fee based on the weight and delivery distance of the order.

Insulated files and safes may be subject to a shipping fee due to the weight of the item.

Additional shipping and handling fees may apply to locations outside our local delivery areas or locations that require additional resources or equipment to complete the delivery.

All shipping fees will be noted in the cart at checkout or advised at time of order placement.

Orders are shipped pending credit approval and product availability.

Expected Delivery Times

We strive to ship most products within 1 to 2 business days to locations within major urban centers in Canada. Outside of these areas, delivery times may vary.  We are unable to deliver to Post Office Boxes.

Products that are backordered, out-of-stock or shipped from partner may have extended delivery times. When you add an item to your shopping cart, you may receive one of the following messages to help you understand the estimated delivery date:

  • "In-stock" -- Usually ships within 1 to 2 business days
  • "This product requires special shipment. Ships separately" -- Delivery times will vary.
  • "On backorder" -- Backordered products will ship as soon as they become available. For more information before placing an order, or if you do not receive your product within the expected time, please contact one of our Customer Care Representatives at 1.866.391.8111(7:00 AM – 7:30 PM ET) or by email at customerservice@grandandtoy.com.

Deliveries occur between 8:30 AM and 5:00 PM local time. Customers may be asked to confirm and sign for the delivery.

After placing an order, you will receive an email confirmation with the expected delivery date. 

For furniture items, please be sure to check the estimated delivery time listed in the product details.  These products may have extended delivery times – for Grand & Toy customers, please log into your account to view the most accurate estimate.

If any delivery is prevented or delayed by any act or condition beyond our reasonable control, Grand & Toy shall make all reasonable efforts to notify the customer of such condition and ensure delivery is made as soon thereafter as possible.

If you are in an area that observes a holiday and are unsure of your delivery date, please contact one of our Customer Care Representatives at 1.866.391.8111(7:00 AM – 7:30 PM ET) or by email at customerservice@grandandtoy.com.

Installation and Assembly Charges

We offer installation and assembly services at an additional fee. For more details, please email furniture@grandandtoy.com, or contact your one of our Customer Care Representatives at 1.866.391.8111(7:00 AM – 7:30 PM ET).

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 www.ec.gc.ca/gdd-mw/default.asp?lang=En&n=9FB94989-1

We reserve the right to modify or cancel the terms and conditions of these policies at any time without prior notice. Any modification will be effective immediately upon posting of the modified terms and conditions on grandandtoy.com.

Entire Agreement

These terms and conditions ("Terms and Conditions") govern and control your access and use of www.grandandtoy.com and supersede any prior representations or agreements between the parties with respect to the subject matter herein. These Terms and Conditions constitute the entire agreement between Grand & Toy and customer with respect to the subject matter herein, unless Grand & Toy and customer have executed a separate written agreement that conflicts with these Terms and Conditions and is intended to supersede these Terms and Conditions, in which case the terms and conditions of that written agreement shall govern.