Shipping and Return

Shipping and Return

Shipping

For shipping in North America, we offer Free Standard shipping for orders over $1500!

Please note: Deliveries to more remote regions may incur additional fees. Please reach out to our customer care team for more information.

  • Standard Delivery:
  • Free for orders over $1500 – Contactless delivery option with curb side drop-off. For liability reasons, delivery will take placed outside of your residence. Basic assembly tools, or extra help are recommended in preparation for this delivery option.
  • White glove delivery:
  • $399 Add-on (flat-rate) – Premium delivery service that includes delivery and assembly inside your residence. The delivery team will bring your items into the room of your choice and assemble your furniture for you, and remove packaging debris after. A hassle-free option that’s recommended for those who require extra muscle!

Return

We offer a 14-day return policy. If you are not satisfied with your purchase for any reason, you have up to 14 days from the date of delivery to contact us and submit the return form regarding the return of your item(s). Please contact us to initiate a return and our team will be able to provide all the details to help you get the return process started. We will arrange the pickup of your return shipment. You may also arrange your own return shipping if you prefer. Please note that Eternity Modern is not responsible for any losses/damages during the return shipping process and we recommend insuring your shipment for peace of mind.

To ensure a successful return, please make sure that your item(s) is in as-new condition and shipped securely in its original packaging. If you do not have the original packaging on hand, there will be an additional repackaging fee charge. We strongly encourage you to keep your packaging for 14 days in case you decide to return your order.

Your order will be inspected by our team once it arrives at our warehouse. Provided it is in as-new condition, we will issue a refund less the outbound shipping fee (and if applicable, return shipping and repackaging fees). Outbound shipping fees refer to the cost initially covered by us to have your item shipped to you. For orders under $1500, the outbound shipping fee is $79. For all other outbound and return shipping fees, the cost varies depending on your shipping location and item(s) ordered, and is quoted by the third-party shipping carriers we work with. No return shipping fee will be applicable if you choose to arrange your own return shipping. White glove delivery service charges are not refundable.

At Eternity Modern, we take great pride in the quality and craftsmanship of our furniture, and thus we also accept returns for made-to-order items. Please note for all made-to-order items, a 20% restocking fee in the form of store credit will be applicable.

Refunds will be issued to the original method of payment, and if the original method of payment is no longer available, we will be happy to issue store credit equal to the amount of the refund.

We do not accept any returns or exchanges on COM orders. All items marked as final sale/warehouse sale and showroom samples are also non-refundable and non-exchangeable.

Contact us at [email protected] to get more information.

*Disclaimer*
Please check your parcel for damages, if any, upon receipt. To be certain there are no damages, you may open your parcel while delivery driver is still on location. If you see damages it would be ideal to take a picture of the damaged box and item, and to report the damage on the BOL (Bill of Lading) or to reject the shipment altogether depending on the damage. Contact us immediately if this issue arises. Eternity Modern cannot take responsibility for any damages if the above actions were not taken.

Final Sale (Warehouse Sale Products):
All warehouse sale items are final sale. No warranty coverage, returns, exchanges, or price adjustments.

Policy for defective items:

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 gets shipped out. In the unfortunate event that you face any problems with your product please take photos or video that demonstrates the issue and describe the issue in as much detail as possible. Contact us at [email protected]m right away and our claims staff will work with you to determine the appropriate steps.

Actual photos of defect must be emailed to: [email protected] 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. 

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 (please note a 20% restocking fee will be applicable). Note that all of our products come with a 1 year warranty period.

*Eternity Modern reserves the right to request return of the defective unit before sending a replacement. Defective unit must be properly packaged.


An important message to our customers

Running our business operations during the COVID-19 pandemic has presented challenges that no one could have anticipated a few short months ago. We assure you that our co-workers have been working actively to fulfill online orders, increase capacities, and meet your needs in new ways, all with new health and safety practices at the forefront. This includes strict physical distancing measures, rigorous cleaning and sanitization, contactless deliveries and new operational procedures, to keep our co-workers, customers, and delivery partners safe.

We recognize that, despite our best efforts, there have been long wait times, delays, and cancellations, due to the unprecedented surge we’ve seen in online orders. Our normal ways of working have been disrupted and this is true for our service providers who are also experiencing similar challenges and increase in demand.

We want you to know we are working hard to fix that.