FOCAL MAESTRO UTOPIA EVO Open Box (Each)

Shipping Overview

The Grid is committed to delivering your order safely, efficiently, and with the level of service expected from a luxury audio and home technology retailer. Many of the products we offer require specialized handling, and we work with trusted carriers and freight providers to ensure they arrive in excellent condition.

Order Processing

Most in-stock orders are processed within 1–3 business days . Custom, made-to-order, or special-order products will require additional processing time. If an item is unavailable or delayed, our team will contact you with an updated estimated delivery date.

Orders are processed Monday through Friday, excluding holidays.

Shipping Methods

Depending on the size, weight, and value of your purchase, orders may ship via:

UPS

•FedEx

•White-glove freight carrier

•The Grid delivery team

Shipping method selection is based on the safest and most efficient option for your order.

Freight Deliveries

Large loudspeakers, televisions, furniture, theater seating, and other oversized products typically ship via freight carrier.

Freight deliveries generally require:

•A scheduled delivery appointment

•An adult (18+) present to accept delivery

•A signature upon delivery (with valid ID)

Some freight deliveries are curbside unless white-glove service has been arranged.

Local Delivery & Professional Installation

Customers in the Greater Houston area may qualify for local delivery and professional installation by The Grid.

For eligible products, our team may contact you to schedule delivery rather than ship your order through a standard carrier. Installation services are quoted separately unless otherwise noted.

In-Store Pickup

Many products are available for complimentary in-store pickup at our Houston showroom.

You will receive notification once your order is ready for pickup. Please bring a valid photo ID and your order confirmation.

Shipping Charges

Shipping charges are calculated during checkout based on product size, weight, destination, and shipping method.

Certain oversized or specialty items may require additional freight charges. If additional shipping costs apply, we will contact you for approval before processing your order.

Delivery Times

Estimated delivery times begin after your order has been processed.

Typical transit times:

•Standard Ground: 3–7 business days

•Freight Shipments: 7–14 business days

•Special Order Products: Varies by manufacturer

Delivery estimates are not guaranteed and may be affected by carrier delays, weather, or manufacturer availability.

Shipping Damage

Please inspect your shipment immediately upon arrival.

If you notice visible damage to the packaging or product:

•Note the damage with the delivery driver whenever possible.

•Take photographs of the packaging and product.

Contact The Grid within 24 hours of delivery.

Retain all original packaging until the claim has been resolved.

Lost or Missing Shipments

If your tracking information indicates your package was delivered but you cannot locate it, please contact us as soon as possible.

We will work with the shipping carrier to investigate and assist in resolving the issue.

Signature Requirements

High-value products may require an adult signature (with valid ID) upon delivery.

For your protection, signature requirements cannot always be waived.

Special Orders

Special-order and custom products may have longer lead times and are subject to manufacturer availability.

Estimated delivery dates are provided as a courtesy and may change without notice.

Shipping Restrictions

Some manufacturers limit where products may be shipped.

Certain products may be available only for:

•Local delivery

•In-store pickup

•Installation by authorized personnel

If your order is affected by a manufacturer restriction, our team will contact you to discuss available options.

International Shipping

At this time, The Grid only ships within the continental United States.

For shipments to Alaska, Hawaii, U.S. territories, or international destinations, please contact us before placing your order.

Questions

If you have any questions regarding shipping, freight delivery, or product availability, please contact our team before placing your order.

We are happy to recommend the best delivery option for your purchase and ensure your equipment arrives safely.

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Return Process

We do our best to provide you with exactly what you ordered. For whatever reason, though, it doesn’t always work out. Here’s how to expedite your return:

Login to your account to request a return authorization

•Choose the products you wish to return or exchange from your order and submit your request.

•We will make appropriate shipping and insurance arrangements.

•Print the shipping label that you will receive by email.

•Send all items back to us using the label provided.

Return Policy

Please make sure you read and understand our return policy:

•Items returned must be in new or like-new condition in their original packaging.

•Items marked down for final sale may not be returned or exchanged.

•Returns will be accepted if postmarked within 30 days of your receipt of the item.

•At our discretion we will:

o Refund the price you paid for the item OR

o Provide a replacement

Unless we sent you the wrong item or there is a manufacturer defect all returns will be subject to:

§ A 25% re-stock fee on opened merchandise

§ The cost of return shipping

•Make sure the item is safely packaged.

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