SHIPPING-DELIVERY FAQ

Types of shipping service we offer:

DIRECT SHIPPING:  Most smaller items will be shipped by a parcel carrier (UPS/Fedex/USPS) and many larger items will be shipped by a freight company. Some bulky and/or fragile items requiring special handling will be charged a nominal fee. Free Direct Shipping is only available in the contiguous 48 U.S. states and the District of Columbia.

IMPORTANT:

Please note that larger items will be shipped DIRECT by a freight company. As with parcel shipments, you will not receive a phone call to schedule a delivery with DIRECT shipping. Items will be removed from pallets, but will not be unboxed or removed from other protective packaging such as cardboard boxes or shrink wrap. Residential addresses will have item(s) delivered to a safe place at your property (front door of a single family home, inside the gate of an apartment complex, etc.). If there is not a safe place to leave your item(s), they will be brought back to the hub and a delivery appointment will be made. Commercial addresses will have delivery to a loading dock or inside the entrance to the business. You will not receive a call to schedule a delivery appointment. If this is necessary, please contact us for a “Threshold”, "White Glove" delivery quote. Any costs associated with a failed delivery or special delivery (i.e. remote or a storage facility) will need to be paid for by the customer before a re-delivery is made.

THRESHOLD DELIVERY: With "Threshold" Delivery on furniture items, your order arrives “across the threshold” or will be placed inside the first available dry area. For a home, this is inside the front door. For an apartment or office building, this is in the first-floor lobby. Orders will not be taken up any flights of stairs.

Unpacking and debris removal is not included. You will be called when the shipment arrives to your local delivery center to make a delivery appointment.  Threshold Delivery for furniture is done Monday through Friday during typical business hours. If the delivery address is a commercial location, a delivery appointment may not be made unless indicated after the order is placed.  Threshold Delivery is not applicable for items that ship via parcel.

WHITE GLOVE DELIVERY: We will deliver your items to any room of your choice and remove all packaging. No assembly will be performed. You will receive a phone call when your items are in your local area and will be provided options for a delivery window during normal business hours (Monday-Friday 9am-5pm).  White Glove Delivery is not applicable for items that ship via parcel, or deliveries to commercial locations.

WHITE GLOVE W/ ASSEMBLY: We will deliver your items to any room of your choice, remove all packaging, and perform any necessary assembly. You will receive a phone call when your items are in your local area and will be provided options for a delivery window during normal business hours (Monday-Friday 9am-5pm).  The delivery team will not affix any items to walls or ceilings, connect or disconnect electrical equipment, or hang mirrors, wall art, or wall mounted shelving. White Glove with Assembly Delivery is not applicable for items that ship via parcel, or deliveries to commercial locations.

IMPORTANT: Please note that weekend appointments, deliveries outside normal business hours, or requests for specific delivery times (if they are available in your area) will incur an additional charge and need to be quoted and paid for prior to delivery. Rescheduling of delivery appointments with less than 48 hours of advanced notice or missed delivery appointments may also be subject to additional fees. Please contact us for further information.

Almost all items ship free within the 48 contiguous United States with our Direct Shipping to your door. A few items that are bulky and/or fragile will be charged a nominal shipping fee. Shipping fees are also additional to Alaska and Hawaii. Please contact us for quotes.

Direct Shipping items generally ship within 1 to 5 business days. Freight items generally ship within 1 to 2 weeks. For White Glove, Specialty Delivery items, or Special Locations, please Contact Us for specific lead times.

Your order is important to us. We always strive to get your order shipped as quickly as possible. There is usually no need for extra or expedited shipping fees. We will also ship or deliver items to you separately so no one item will hold up the entire order. However, some exceptions can be made. Please Contact Us for any questions or quotes regarding expedited shipping. 

Yes, we can. Please contact us for a rate quote.

If a delivery appointment is scheduled with you and it is missed, please be aware that an additional "missed appointment" fee may be charged. Your order will be delivered once the fee has been paid. In order to avoid this, if there are changes in your schedule, please make sure to call the delivery company to reschedule the delivery.

Please inspect your purchase immediately upon receipt and contact us within 24 hours** if there is an issue. Please take photos of damaged or incorrect item(s) and photos of any damage to the packaging. Do not throw away any boxes or packing materials. If your item was shipped using a freight carrier, you must contact us immediately and note all damages on the shipper’s paperwork before signing and accepting the delivery.

If your item is marked delivered but appears to be missing you must notify us within 24 hours** of the delivery time and date. 

** We can not account for matters in which customers are not present at the time of delivery. The 24 hour notification period also applies to items delivered and are not intended for immediate use, such as items(s) delivered to a receiving warehouse or construction site, and item(s) intended for design projects, renovations, relocation etc. **

For Direct Shipping items, you will receive a tracking notification via email as soon as the order leaves the warehouse. For Specialty Deliveries such as Threshold, White Glove, or White Glove w/ Assembly, the order arrives at the local warehouse where you will get a call to set up a delivery appointment on a day that works for you. If you would like to set up a specialty delivery, please Contact Us.

Due to the size of our items, USPS P.O. Box delivery is not available. Though some commercial P.O. boxes such as ones provided by UPS in certain locations may allow deliveries of larger items to their location. Please check directly with your commercial P.O. box service before placing your order.

We deliver to the entire United States - as long as a large moving truck can arrive from the local warehouse without issue. We can not deliver to islands, travel on ferries, or deliver to locations that we cannot get to without needing to transfer to a smaller vehicle, boat, or aircraft. We must stay within the border of the U.S.A. during all deliveries.

Generally, all items from the same manufacturer are delivered together. Sets are almost always kept together. Items that ship Direct might arrive at different times, so please check the tracking that you received. If you order from different manufacturers, each order will be in different shipments and can be tracked separately.

To avoid delivery day disappointments, measure the area you plan to place your new furniture on and compare it to the size of the items you plan to purchase before placing your order. Always measure door ways through which the furniture must pass to get to its final position in your home. Identify any obstacles such as ceiling clearance, tight turns, a wall directly opposite of a door way (outside and inside.) Will the furniture clear the stairway, or elevator? Please Contact Us if you're not sure or if you have had problems with previous deliveries. Being always committed to providing you with excellent customer service as safely and efficiently as possible, we are unable to hoist furniture or carry furniture up more than three flight of stairs. An elevator must be available for White Glove deliveries to the 4th floor and above.

In preparation for your delivery, remove pictures, accessories, etc. from the walls leading to where you want your item set to prevent any damage. Also ensure that the area where you would like your furniture placed and the passageway leading to it is free and clear of all obstructions including other furniture. Please secure your pets as we love them too and do not want any accidents to happen. During White Glove delivery, the delivery team will place the furniture in the room of your choice. We are not permitted to move any existing furniture, electronics, or other household belongings. We can not assemble lamps, hang anything on walls, or make any electrical connections.

Regrettably, we are not allowed to take away or move any belongings in or from your home. Fortunately, there are some nonprofit organizations that may come and remove the item from your home at no charge.

As long as your order has not shipped or is on the dock waiting for pick up, you can change your order without incurring fees. Also all orders changed or cancelled after 48 hours of placement are subject to a $20 administration fee, whether or not your order has shipped.  If your original order has shipped, you are responsible for the return shipping in addition to the administrative fee. Refunds on that order minus any fee that is your responsibility will only be issued to the original credit card that you used when placing your order. Please go here for complete information on refunds. To make any changes, please Contact Us.

As long as the order has not shipped from the manufacturer and also requested within 48 hours of your order, you can cancel without any fees. Please keep in mind that we try to ship out your orders as soon as possible and some orders placed before noon PST are some times shipped out the same day! All orders cancelled after 48 hours of placement are subject to a $20 administration fee, whether or not your order has shipped. If your order has shipped, you are responsible for the return or rerouting shipping in addition to the administrative fee. Refunds minus any fee that is your responsibility will only be issued to the original credit card that you used when placing your order. Please go here for complete information on refunds.

For Direct Shipment orders, you will receive tracking only. For White Glove or any Specialty Deliveries (extra charge,) you will receive an email and call to schedule once the order arrives at the local delivery warehouse.

For Direct Parcel shipments, you do not need to be home. For Direct Freight Shipments, it is not required but strongly advised that an adult is present to receive the shipment. For White Glove or any Specialty Deliveries (extra charge,) you will receive an email on the same day your shipment is out for delivery but not an exact time. An adult needs to be home to accept the furniture and sign for it.

No, we can not. MODERNITURE is not responsible for storage of any order. Additional charges may apply if storage is required.