Help Topics - General Shopping

Ordering

Orders & Returns

How do I track my order?

You can track your order 24 hours after it is placed. 

Can I return or exchange an item?

Eligible items can be returned for a refund of the merchandise value within 30 days of receiving an order or 7 days for Quick Ship upholstery items. An original receipt or gift receipt is required.

How to Return

  • Return by UPS – print a return label from our Returns Policy page and bring to a UPS location. 
  • For non-custom furniture and other oversized items, call Customer Service at 1.888.965.6275
  • Return to Stores – you can return non-furniture items to your local Mark and Graham store for free.

Items Not Eligible for Returns

  • Monogrammed/Personalized items
  • Made to Order items, including custom rugs and furniture
  • Mattresses
  • Gift cards
  • Final sale items (with prices ending in $.X7 or $.X9)
  • Items damaged through normal wear and tear

Complete details

See our full Returns Policy page

How can I change or cancel my order?

To change or cancel your order, contact Customer Service at 1.888.965.6275  Front Door deliveries cannot be canceled as they are processed immediately to ensure quick arrival. We cannot accept changes or cancellations on some items, view our Return Policy.

Can I ship to multiple addresses from a single order?

When you checkout, you will be given the option on the shipping page to "Ship to multiple addresses."

Why Is The Price Of An Item In My Saved Shopping Cart Different From When I Selected It?

Prices are subject to change — including temporary reductions as well as permanent increases. The prices of items in your cart represent the current price for which you will be charged.

Personalized Items

Can I return a monogrammed item?

Unfortunately, we do not offer returns on personalized products. Verify your monogram or personalization is correct before purchasing.

What is the correct way to list initials for a monogram?

When selecting a style for your monogram, the order of initials varies according to the style. When the center letter is taller than the others, the order of initials is traditionally first/last/middle. For example, say your name is Laura Marie Clark, the monogram would be LCM. For styles in which all letters are equal in size, the order of initials should be first/middle/last. In this case, the monogram would be LMC. See our monogram guide for details.

Shipping and Delivery

Shipping Options & Charges

What shipping options are available?

Our products are delivered in two ways, either: 

• Front Door Parcel Delivery (e.g., UPS, USPS) to your delivery address

• Truck Delivery for most furniture and other items that exceed parcel carrier shipping weight limits; usually includes our Premium White Glove service and Unlimited Items for a Flat Rate fee

 

How do you calculate shipping and processing charges?

For Front Door Shipping, shipping and processing charges are based on the merchandise total for each delivery address. If available, next day delivery incurs an additional charge. 


For Truck Delivery, unlimited flat rate shipping and processing charges are based on the distance from our warehouse to the shipping address, as well as order total.

Refer to our Shipping Information page for current rates & charges.

Which deliveries will be charged sales tax?

Sales tax on the merchandise total is charged for items shipped to the following states and US territories: AL*, AR*, AZ*, CA*, CO*, CT*, DC*, FL*, GA*, HI*, IA, ID, IL*, IN*, KS*, KY*, LA*, MA, MD*, ME*, MI*, MN*, MO*, MS*, NC*, ND*, NE*, NJ*, NM*, NV*, NY*, OH*, OK, PA*, RI*, SC*, SD*, TN*, TX*, UT, VA*, VT*, WA*, WI*, WV*, WY and Puerto Rico*. States and US territories marked with an asterisk also collect taxes on shipping and processing charges. Except as otherwise noted, all sales are made by Williams-Sonoma DTC, Inc., and the local sales tax of the delivery destination is also charged. All sales shipped to Texas locations are made by Williams-Sonoma DTC Texas, Inc., and the sales tax is based on the location where the order was received. Orders shipped to California locations are F.O.B. destination point which means title passes in California.

 
For further assistance please call Customer Service department at 1.888.965.6275 or send an email to customerservice@markandgraham.com

Can I send a gift message on each package?

We can only offer one customized gift message per shipping address. 

Can I delay the shipment of my order?

If you wish to place an order but delay its shipment to a later date, please do so through our Customer Service Center. Call 1.888.965.6275, and one of our sales associates will be happy to assist you.

Can I Ship To...?

Can I ship to a PO Box?

We can ship most items to a P.O. Box. This excludes oversized items and those shipped directly from our manufacturers. You will receive a message during checkout if the item is not eligible to ship to a PO Box.

Can I ship an order to an APO/FPO address?

Yes, for an additional charge of $10.

When entering an APO or FPO address, please follow this example:
Name: PO3 Chuck Williams
Address Line: Marine Division Sct 1
Address Line: USS Wisconsin BB–64
ZIP Code: 12345 (use actual zip code)
City: FPO (use "APO" if approriate)
State: AA or AE

Can I ship to foreign countries?

Yes. Through our partnership with Borderfree, we are pleased to provide an enhanced international shopping experience for customers in various foreign countries. Learn more

Gifts & Gift Cards

Why can't I gift wrap an item?

Some larger items, and items sent directly from our vendors, cannot be gift wrapped. Gift messages can be included on the packing slip of any order at no extra charge

How do I purchase Gift Cards online?

We offer gift cards and EGift Cards. Visit the Gift Cards page.

How do I check my balance or redeem a gift card, EGift card or merchandise credit online?

To redeem, enter the 16-digit Gift Card number and the 8-digit PIN (both numbers can be found on the back of the card) at checkout, and the Gift Card value will be deducted automatically from your total.


Check your gift card balance


Am I able to return the EGift Card?

You may not return or cancel your Mark and Graham eGift Card after it is received. Purchasers who wish to cancel an eGift Card purchase order prior to its delivery to a recipient should contact CashStar Customer Support  prior to the delivery date selected at the time of your purchase.


If you return merchandise originally purchased with an eGift Card, any refund will be issued in the form of a merchandise credit that may be used online, in stores or by phone.

What if I lose my gift card, EGift card or merchandise credit?

Please think of Gift Cards, EGift Cards and merchandise credit cards like cash.


Also, please protect the cards from magnets and other potentially damaging items, as you would a bank credit card; if the magnetic strip is damaged, the value could be lost.

If your EGift Card was lost or stolen, contact Cash Star Customer Support immediately.

Can I send a printed EGift Card to present to someone as a gift?

Yes. Simply personalize the eGift Card for your recipient, have it sent to yourself, and then print it. To do this, enter your own email address in the "Recipient Email" field, and check the box next to "This is for me." Enter your recipient's name and your own personal message on the Gift Card preview, and complete the transaction normally. You will receive an eGift Card alert via email. Follow the instructions in the message to retrieve your eGift Card, and then click "Print this page." The resulting printout may be presented as a gift to the recipient, and may be redeemed online or in our retail stores.

Online Security

When I submit credit card information online, is it secure?

Mark and Graham has sophisticated encryption and authentication tools to protect the security of your credit card information, and we will do our best to protect its security on our systems. Specifically, every page in the markandgraham.com ordering process that requests credit card information uses Secure Socket Layer (SSL) encryption, which is designed to render information unreadable should anyone try to intercept it. However, we cannot guarantee or warrant the security of any information you transmit to or from our website, and you do so at your own risk. To help ensure others will not have access to your credit card information while on our website, we urge you to sign off your account and close your browser window when you have finished your visit, especially if you are sharing a computer with someone else or are using a computer in a public place.

Will Mark and Graham Sell Or Rent My Information To Other Companies?

We'll communicate with you only if you want to hear from us. If you prefer not to receive information from us or from our select partners, please let us know by calling our Customer Service department at 1.888.965.6275 or send an email to customerservice@markandgraham.com.


If you'd like to update or correct your email address, street address or other personal information, please contact us at 1.888.965.6275 or customerservice@markandgraham.com.

Please note that sometimes these requests may take up to 6-8 weeks to be effective, particularly if we're removing your name from postal mailings.