FAQs

FAQs

Product

Where are your products manufactured? Are you a manufacture or a reseller?

Eternity Modern furniture is manufactured ethically in our own factory facility in China. This includes the OEM project for other brands. (Please email us at info@eternitymodern.com for more information.) As has been our tradition, we always choose the best in class artisans for all of our products, which is why we have handpicked a few other select manufacturers as well. In addition to our own factory, we also work with manufacturers in Vietnam and Indonesia. Our company is compliant with all local laws and maintains strict criteria for ethical business practices and quality control. We carefully vet them to make sure they meet these criteria and we visit each of the factories on a regular basis to ensure that they continuously maintain the best quality standards.

How is the quality?

We know and understand that poor quality is the worst that a company can offer. We at Eternity Modern believe that true cost savings actually result from investing in high quality materials that go into constructing our furniture. All the materials used in our products are customized, not the generic variety that is available in the wholesale market. Take our foam for example; we choose the best foam available so you can be assured that it will not go flat or deflate after long-term use.

Ordering & Payment

Is your website secure?

All user personal and financial information is kept highly confidential and encrypted at all times. We will never share your details with 3rd parties for marketing purposes. The site uses SSL (Secure Sockets Layer) encryption technology to transmit orders over secure internet connections. We have all the security measures in place for this site to prevent loss, misuse and alteration of all our clients' personal information.

Can I place my order over the phone?

Yes, absolutely! You can call us at 1-800-993-0903 and we will be happy to assist you in placing your order. Office hours are 9AM to 5PM, Monday to Friday Pacific Time.

Can I change my order?

For all custom orders, you can change your order within 6 days from the original order date. Please contact our customer support team by email: info@eternitymodern.com, phone: 1-800-993-0903 or live chat for assistance. If you require an order change after the 6 days from original order, please reach out to our customer support team. Once the order is in production we cannot guarantee a change can be processed, however, we will try to accommodate a change request if possible. Please note additional charges may apply.

For all quickship orders, you can change your order within 1 day from the original order date.  Please note an order cannot be changed or cancelled once it has been shipped.

What types of payment do you accept?

We accept the following types of payment: Visa, MasterCard, and AMEX.

Do you charge sales tax and duties?

We collect sales tax where we are required by law, as such, the destination will determine the sales tax applied to your order at checkout.

Can I use multiple discount codes on a single order?

Discount codes cannot be stacked. Only one discount at a time can be applied to a single order.

Can I use my own material?

Eternity Modern welcomes custom orders for designer furniture, accessories, and quality consumer products. We can handle all aspects of design, engineering, manufacturing, and quality control. We welcome order sizes ranging from as few as 10 units to full container loads (FCL).

** Please note all COM orders are final sale and are not eligible for cancellation or return.

** Production lead time does not begin until COM is received at our manufacturing facility. Eternity Modern is not responsible for additional cost or lead time incurred as a result of COM shortages. If more than 1 roll is required, please ensure to add 1 extra yard per roll to account for any defects. Production lead time does not begin until COM is received at our manufacturing facility. Eternity Modern is not responsible for additional cost or lead time incurred as a result of COM shortages. If more than 1 roll is required, please ensure to add 1 extra yard per roll to account for any issues/defects. Eternity Modern will not be held liable for unsatisfactory results due to the use of COM upholstery that may not be suitable to our manufacturing process/methodology.

Any upholstery that is inadequate for production may be rejected by Eternity Modern.

Eternity Modern is not responsible for receipt of defective fabrics. While Eternity Modern inspects fabrics for imperfections, some are difficult to recognize. Eternity Modern cannot be responsible for defects, color inaccuracies, dye lot variations and other flaws. Any defects or flaws may require additional COM yardage and additional production time. Eternity Modern assumes no responsibility for the flammability of any COM. Customers are solely responsible for making sure that COM applies with all applicable codes and regulations.

Eternity Modern cannot predict or be responsible for how upholstery wears in an installation setting. We will not be held responsible for wear, fading, stretching, unraveling seams or performance of any upholstery material. We will not be held responsible for production failure due to the nature of the provided material. There is no warranty on COM. Excess COM will not be stored or returned.

Customer is responsible for all freight charges for all COM to our warehouse.

Shipping & Delivery

How much do you charge for shipping? What are my delivery options?

To ship products to the US & Canada, we offer free shipping for most orders over $1000! 

* Deliveries to Alaska, Hawaii, and other remote US territories may incur an additional fee.

   -   Standard delivery: For liability reasons, delivery will take place at the curbside.

   -   White glove delivery: Flat rate of $350. Inside delivery/delivered to residence. The delivery team will bring your items into the room of your choice. Packaging debris removal is included.

For the most protection, products with delicate materials like glass and marble will be shipped in heavy duty wooden crate that will require additional tools to open.

How can I check the status of my order?

Once an order is placed, Eternity Modern will keep you updated on your order's progress via e-mail updates.

Tracking information will be forwarded to you once your order has been dispatched from our warehouse facility. 

Feel free to contact us at 1-800-993-0903 or info@eternitymodern.com and we would be more than happy to assist you with the progress of your order.

How long will it take to receive my order?

   -   In-stock items: Once you place an order, your item is shipped within 5-7 business days from our warehouse. Depending on your location, it typically takes about 3-10 business days to arrive via ground shipping.

   -   Not in-stock/custom item: After you receive a confirmation email from us, the production lead time is typically 12-16 weeks (pending customs clearance). Note this does not include delivery time as it can vary depending on the carrier's availability.

Can I change my shipping address after I place the order?

Please contact us via email (info@eternitymodern.com) or phone (1-800-993-0903) to update your details. This can be done 24 hours prior to shipping your order. In the case that your shipment has already been dispatched, unfortunately you will not be able to change the address for delivery. There will be an additional fee from the courier for re-delivery attempts.

Will I get a call when the furniture is going to be delivered?

Yes. Once the shipment reaches your local area, the delivery service will contact you to arrange a date and time to deliver the product. The available delivery time slots will depend on the local delivery partner. Appointments will be available generally between Monday to Friday 9AM-5PM, but the delivery personnel may be able to accommodate times outside of this slot. If the item you ordered is small and is being delivered by a standard courier service such as FedEx or DHL, you will not be given advance notice of the exact delivery time. You can always track this shipment online to know when it will reach you.

What happens if I miss my delivery appointment?

Our local delivery partner will be in touch with you in the event of a missed delivery. You will be contacted for a re-delivery time. Extra charges may apply.

Can you deliver my furniture after a certain date?

We understand that sometimes you are not ready to take delivery of your order due to circumstances. We are happy to provide you a complimentary 1 month hold of your shipment. Please contact our customer support team by email: info@eternitymodern.com, phone: 1-800-993-0903 or live chat for assistance. If you require to extend your hold for longer, charges will be applied. Contact us for more details.

Do you ship to Hawaii, Alaska and Puerto Rico?

Yes! However, there is an additional shipping fee that varies based on your location and size of the order. Please contact our customer service team to inquire about the additional fees.

Do you ship internationally?

We currently only offer standard shipping to addresses in Canada and the continental US.

Product Issue (Shipping Damage / Defective)

What should I do if my shipment is damaged?

Although such cases are rare, shipping damages do occur once in a while. We advise you to inspect your item upon receiving it for any damages. If you see damages, take a picture of the damaged box and item and report the damage on the BOL (Bill of Lading). If an item is structurally intact and usable, accept the item. If an item is structurally damaged and completely unusable, refuse the item. Contact us immediately if this issue arises. Eternity Modern cannot take responsibility for any damages if the above actions were not taken. Actual photos of damages must be emailed to: claims@eternitymodern.com immediately after receipt of order.

* Please remember to retain the original packaging! If the item is damaged, the packaging is considered as evidence in a claim.

Email us at claims@eternitymodern.com within 2 calendar days and we will take care of the rest. All shipments come with insurance, no matter the size of the order. If you refuse the whole shipment, including undamaged items, you are responsible for accepting the re-delivery of the undamaged items within 7 days, in addition to all costs associated with the re-delivery including but not limited to storage fees. As a solution, we will send out a new product, a replacement part, offer blemish discount, or offer local repair reimbursement at our discretion. If you do not wish to accept any of our solutions to the case, you will be responsible for returning the item(s) to us in order to receive your product refund (a 20% restocking fee will be applicable).

Eternity Modern reserves the right to request return of the damaged unit before sending a replacement. Damaged unit(s) must be properly packaged.

What should I do if the products are defective / incorrect?

We have a rigorous quality check practice in place to verify all items twice before they are shipped out. However, life happens and there may be a rare case that an item with minor flaws or an incorrect item gets shipped out. In the unfortunate event that you face any problems with your product, please take photos or videos that demonstrate the issue and describe the issue in as much detail as possible. Contact us at claims@eternitymodern.com right away and our claims staff will work with you to determine the next appropriate steps.

Actual photos of defects / incorrect items must be emailed to: claims@eternitymodern.com within 3 days after receipt of order.

* Please remember to retain the original packaging! If the item is damaged, the packaging is considered as evidence in a claim.

As a resolution, we will either provide you with a new product, a replacement part, offer blemish discount, or offer local repair reimbursement at our discretion. If you do not wish to accept any of our solutions to the case, you will be responsible for returning the item(s) to us in order to receive your product refund (a 20% restocking fee will be applicable). All of our products come with a 1-year warranty period.

* Eternity Modern reserves the right to request return of the defective / incorrect unit before sending a replacement. Defective / Incorrect unit(s) must be properly packaged.

Return, Refund & Cancellation

Can I return my order?

Yes, we offer a 14 day return policy. If you are not satisfied with your purchase for any reason, you may return it for a refund, however, a 20% restocking fee in the form of store credit will be applicable. Please remember to retain the original packaging until you are sure that you will be keeping the item. The item and packaging must be in brand new, resalable condition to be eligible for return. Items must be shipped securely in their original packaging, and you must contact us within 10 days of receiving your order. The customer is responsible for return shipping costs. Refunds will be issued less the cost of the return shipping and restocking fee (with the same method of payment as the original transaction) once the item is received in our shipping warehouse. Contact us at info@eternitymodern.com to get more information.

If I decide to return my order, what happens next?

If you decide to return your order, please contact us to initiate the return process. A 20% restocking fee in the form of store credit will be applicable.  Please remember to retain the original packaging until you are sure that you will be keeping the item. You will be required to carefully and securely package the item with the original packaging material. Our shipping partner will then contact you for a convenient time to pick up the return product. Once the item reaches our warehouse, it will be inspected to make sure it is in perfect condition. Passing this check, we will process a refund less the return shipping charges and restocking fee. Refunds typically take between 5 and 10 business days to process depending on the credit card / banking establishment.

What happens if I no longer have the packaging for the item?

We strongly encourage you to keep your packaging for 30 days in case you decide you want to return your order.

If you request for white glove delivery, please inform the shipping company before signing the BOL that you would like to keep your packaging material.

If you no longer have the original packaging, there is an additional cost (per item) repackaging fee.

*Please note Eternity Modern is not liable for any damage that may occur in transit.

   -   Please securely repack all returning items - Items must be shipped safely and securely

   -   The freight company will be requesting for photos of your packages once items are ready for pickup

   -   Items must be in brand new, resalable condition to be eligible for return

Can I cancel an order?

For all quickship orders, you can change your order within 1 business day from the original order date. Please note an order cannot be changed or cancelled once it has been shipped.

For all custom items, you can cancel the order within 6 business days at no charge. Otherwise, your refund will be reduced by a cancellation fee equal to 20% of the purchase price, which can be used as store credit for your next purchase.

If you decide to cancel your order after it has left the warehouse, we will recall the shipment and issue a refund less outbound shipping costs and restocking fee of 20%.

Please note all COM orders are final sale.

What are your final sale terms and conditions?

All items offered on the Warehouse Sale are sold as-is and are a “Final Sale”. There are no returns or exchanges accepted.

Offer valid for a limited time only. Offer limited to stock on hand; no rain checks are available and not applicable to prior or pending orders.

Promotion cannot be combined with any other offers or used on previous purchases.

Merchandise marked “Final Sale” are not eligible for price adjustments on prior purchases or promotions.

Adding to your cart or receiving an order confirmation does not guarantee availability.

In the case an item is out of stock after receiving an order confirmation, a full refund will be issued for the item.

Once an order has been placed, it cannot be changed or cancelled.

Warranty

What does this warranty cover?

We at Eternity Modern are pleased to offer an outstanding guarantee on all of our products! We proudly stand by the quality and craftsmanship of all our furniture pieces. We do not compromise on any of the procedures and follow a strict protocol to ensure that the quality of our products is maintained. Hence, to sustain our devotion to excellence, Eternity Modern offers a 1-year warranty on all factory defects and furniture parts.

Customer satisfaction is one of our key principles and we will work diligently to resolve any issues that should arise. This may involve replacement pieces, local repair options or a new replacement product (at the discretion of Eternity Modern).

Please note that the Eternity Modern warranty policy is non-transferable.

Defects/blemishes resulting from negligence, accidents, maltreatment, acts of God (i.e. floods) or commercial use is not covered under the Eternity Modern warranty. Please contact customer service should you have any inquiries regarding our warranty policy.

How long does the coverage last?

This warranty is in effect from the date of delivery and is valid for 1  year on metal or solid wood structural failures, soft parts and workmanship-related failures from residential, non-commercial usage.

Examples of defects covered in the 1-year warranty:

   -   Threading

   -   Piping

   -   Rubber components

   -   Parts with glue as adhesive that come loose from residential, non-commercial usage

Defects/blemishes resulting from negligence, accidents, maltreatment, acts of God (i.e. floods) or commercial use is not covered under the Eternity Modern warranty. Please contact customer service should you have any inquiries regarding our warranty policy.

What will Eternity Modern do?

For the metal or solid wood structural failures, Eternity Modern will provide replacement part(s) at no charge with a lead-time of 8-14 weeks. The customer is responsible for any labor and/or shipping charges on the replacement / replacement part(s). For the soft parts and workmanship-related failures, including piping, rubber components, and parts with glue as adhesive, Eternity Modern will reimburse local repair charges under the conditions that: 1) The repair service quote is first approved by Eternity Modern and 2) Eternity Modern does not guarantee the work performed by the local repair service, and cannot be held to further compensation in the event of dissatisfactory repair work.

If you do not wish to accept any of our solutions to the case, you will be responsible for returning the item(s) to us in order to receive your product refund (a 20% restocking fee will be applicable). All of our products come with a 1-year warranty period.

What does this warranty not cover?

This warranty does not cover:

   -   Marble, leather, fiberglass, fabric, plywood

   -   Paint, veneers, foams and coating materials

   -   Eternity Modern furniture that is not explicitly specified suitable for outdoor use is not covered for damage or defect from outdoor use 

Any problem that is caused by other abuse, misuse or an act of God (such as a flood) is neither covered. Consequential and incidental damages are not recoverable under this warranty. Coverage terminates if you sell or otherwise transfer the furniture. All items marked as final sale are non-refundable and cannot be exchanged for other items as they are sold in the condition as is. Final sale items are exempt from regular store policy and are not covered under our warranty policy. Strictly no exceptions will be made for final sale items.

How do you get service?

Please email us at info@eternitymodern.com or call us at 1-800-993-0903 and we will be happy to assist you!

Extended Mulberry Insurance

What is Mulberry?

Mulberry works with us to provide you with extended coverage on the products you purchase from eternitymodern.com. Mulberry handles the claims process from day one and is always available, should anything go wrong with your product. You can find more information at getmulberry.com.

What's covered by Mulberry?

- Food and beverage stains

- Human or pet stains

- Accidental rips, tears or seam separation

- Broken zippers and buttons

- Chipped, peeling or cracked wood

- Minor burn and heat marks

- Defects in materials and workmanship once the Limited Warranty expires

- Coverage begins Day 1 of delivery

- Easy to file claims online 24/7 Customer Support

How do I purchase Mulberry Extended Protection?

It’s as easy as adding Mulberry Extended Protection to your cart with your Furniture orders and checking out. Once you purchase coverage, you will immediately receive a welcome email from Mulberry with access to your dedicated Mulberry dashboard, which you can use to manage your plan, file a claim and contact their team.

How do I file a claim?

Simply log in to your dedicated Mulberry dashboard at getmulberry.com/login for a 1-click, receiptless claims filing process. You can also contact the Mulberry customer support team via support@getmulberry.com.

What happens if I return products?

Each Mulberry Extended Protection plan is tied to the specific product with which it was purchased. This means when you return or exchange your product, you will also need to cancel the warranty with Mulberry (and purchase a new plan if you prefer).

Showroom

Do you have a showroom?

Eternity Modern furniture is currently sold exclusively online. We are headquartered in Vancouver, British Columbia, Canada. Our toll-free hours of operation are 9AM to 5PM, Monday to Friday Pacific Time.