FAQ on Ordering, Shipping, and Returns | Modloft

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FAQ

General

Do you have a store or showroom to visit?

Even though Modloft is primarily an online-only retailer, we do have a flagship showroom in [**Miami**](/content/pages/locations "Locations"/index.html). Nestled on a side street in North Miami is an incredibly sleek showroom filled with the most desirable, iconic designs in our collection.

I'm an Interior Designer, do you have a trade program?

Yes! If you’re part of an accredited design firm, we’d love to work with you. Explore our Trade Program and submit a short application to get started. Once approved, you’ll receive exclusive trade pricing and direct support from our trade team.

To apply [**click here**](/content/pages/apply-now "Trade Application"/index.html) to get started.

Do you have an affiliate program?

We sure do! You can learn about our program [**here**](/content/pages/affiliate-program "Affiliate Program"/index.html).

Do you offer gift cards and/or registry?

We do! Reach out to a sales person to inquire.

What is your Privacy Policy?

You can find out everything you want to know right [**here**](/content/policies/privacy-policy "Privacy Policy"/index.html).

What's your product warranty?

We offer a one year warranty on our furniture against manufacturing defects applicable to the original owner effective from the date of delivery. Warranty does not apply to any conditions resulting from faulty installation, outdoor use, misuse or expected wear. In the event that you find yourself experiencing an issue with our warranty, please [**connect with us**](/content/pages/contact "Contact"/index.html) so we can make it right.

Product

Who designs your products?

We design all of our product on-site in our Miami HQ in conjunction with premier [international furniture designers](/content/pages/product-designers "Product Designers"/index.html). Our design team is perpetually developing new items that set the mark for attainble luxury.

Where is your product manufactured?

We manufacture our products in 8 countries. Each product is made in a country of origin that specializes in the required skilled labor and materials needed to produce that product. Wood from Brazil, glass from Italy, and upholstery from here at home in California.

Are your products environmentally friendly?

We do our best to source materials that are environmentally sound and safe for home use. If you have questions about materials and treatments used for any specific product, get in touch and we’ll tell you all about it.

Where can I find assembly instructions?

You can find all the assembly instructions on individual product pages, under the "Downloads" tab.

Are your products commercial grade?

We stand behind the high quality of our products and recommend a number of them for commercial use. If you have specific requirements or need to know which products are better suited for your application, ask us a [**question**](/content/pages/contact "Contact"/index.html).

Where can I read more questions & answers about a product?

In the product page, under Reviews, you will find an FAQ section for that product. All questions and answers from other customers will appear there. Don't see the question on your mind? No problem, just ask it yourself and someone will provide an answer right away!

Are all products eligible for sales and promotions?

Some items are excluded. Mattresses, sofa beds, pillows, rugs, art, and lighting are not eligible for sales, promotions, or trade discounts unless the offer terms say otherwise.

Payments

When will I be charged for my order?

You will be charged for your order when you place it. If for any reason you decide to cancel before 24hrs of completing your purchase you’ll be refunded in full.

Do you offer any Pay Over Time payment options?

We do! Modloft is partnered with Affirm, who offers amazing [deferred payment and financing options](/content/pages/financing "Financing"/index.html). The option to pay with Affirm is offered at checkout. If you're interested in financing or learning more about Affirm, simply look for messaging on any product page or select the Affirm option at checkout and follow the quick and easy prompts. It's safe, fast and extremely convenient!

Do you accept internationally based credit cards?

Yes! Our checkout page does accept most internationally based credit cards. We only ship within the contiguous USA but if you're credit card is issued outside the US, we got you covered!

Additional security clearance may be required and a payment specialist will be in contact with you, if necessary.

Where do I enter a promo code for my order?

Promotion codes are entered at time of checkout, in a promotion code field. This is only for offers that include a promotion code. Only one promotion code may be used at a time, and promo codes cannot be combined with other promotional offers. If there are multiple discount offers available to a customer, we always invite them to take advantage of the best one they can!

Additionally, a promo code is not eligible on items already marked down.

Ordering

Can I place an order by phone?

Absolutely. Call us anytime at (305) 779-9130. We’re standing by from 9am-6pm (EST). We will take your order over the phone but will send you an email to complete the payment. For your security, we do not take credit card numbers over the phone.

Do you have a business sales department for bulk orders (i.e. office, restaurant, lobby, etc.)?

We work with commercial orders every day and would be happy to assist you. Our Business Sales team are all trained in commercial order assistance. Any team member will be able to assist you in planning, pricing, styling, etc. Please [contact us](/content/pages/contact "Contact"/index.html) to begin.

Do you charge sales tax?

Yes, we charge sales tax to any state where we have nexus (a legal obligation to collect). To see if your order is subject to tax collection, simply proceed through checkout.

How can I check the status of my order?

Please reach out to our Support team for assistance with your order status or tracking information at support@modloft.com or (305) 779-9130

How can I change/edit my order?

[Get in touch](/content/pages/contact "Contact"/index.html) with us as soon as you need to make an edit to your order, whether change of address or change of product. In some cases, we will simply cancel your original order and reissue you a new order with the desired change. Once shipped, we are no longer able to make any changes to your order.

How do I cancel my order?

In the event that you’d like to cancel, [reach out to us](/content/pages/contact "Contact"/index.html) within 24 hours of placing your order and we’ll refund you in full. If you request a cancellation after 24 hours of placing your order. Orders cancelled after 24 hours are subject to a 20% restocking fee. Once your order has been shipped it is no longer subject to cancellation, but may be returned in accordance with our [return policy](/content/pages/returns-exchanges "Returns & Exchanges"/index.html).

Will you tell me when my order ships?

Once your order ships, we’ll send you a Shipping Confirmation Email with the estimated delivery timeframe.

Can I request that my order be held?

Yes. For your convenience, Modloft provides complimentary warehouse storage for up to 30 days, based on the following:

Backordered items: 30 days from the date the item arrives at our Miami warehouse.
In-stock items: 30 days from the date the purchase is completed.

After the applicable 30-day period, a monthly storage fee of up to 3% of the applicable order value may apply, at Modloft’s discretion.

Does Modloft offer price matching?

Modloft does not offer price matching or price adjustments. Promotional pricing is available only during the applicable promotional period and cannot be applied retroactively to previous purchases.

Promotional offers are subject to the terms and conditions stated at the time of the promotion and may have specific product, order, customer, or timing restrictions. Promotions cannot be combined unless expressly stated otherwise.

Shipping

How much do you charge for shipping?

Full-Service delivery (white glove) starts at $199 in select markets.

Shipping fees are based on total order value and delivery location (zone). All deliveries are made with a full service (in home, room placement, and assembly).

Please note, small parcel items that qualify (in size) for commercial shipping (i.e. Fedex) are not eligible for in-home or white glove service.

Do you ship to Alaska, Hawaii, Puerto Rico or internationally?

Please refer to our [shipping map](/content/pages/shipping "Shipping & Delivery"/index.html) to confirm the states we service. Unfortunately, we don’t ship internationally or to Puerto Rico, Alaska & Hawaii. But if you just gotta have it, we can deliver to any reshipper, upon your request, that is located in the contiguous US.

How will my product be shipped?

Most orders are shipped via freight with specialized furniture carriers. Depending on your location, your order may be transferred to a local final-mile provider, who will contact you directly to arrange delivery.

Mattresses, Pillows, Rugs, Art and Lighting items are shipped with Fedex or UPS to your doorstep.

Can I change my shipping address?

If you need to change your address after placing an order please [get in touch](/content/pages/contact "Contact"/index.html) with us within 24 hours so that we can edit the info in our system before it ships. Keep in mind that once your shipment is on the way, it becomes more difficult to reroute it. Of course, we’ll do whatever we can to assist, however you may be responsible for rerouting charges.

How long will it take for my order to arrive?

Each product page provides an estimated delivery date.

Order specifics matter greatly. Delivery times are determined by your location, the item's stocked location, and the carrier's routing to your area.

Please reach out to us directly for the best estimates. Call us at (305) 779-9130, connect with us [here](/content/pages/contact "opens in a new tab"/index.html), or via chat. Include your location and the items you are purchasing for the most accurate response.

Can I expedite my order?

We want your furniture to be in your home as soon as possible but we are not able to expedite shipping. Specialized furniture carriers do not operate similarly to commercial carriers, like Fedex or UPS, where expedited service levels are common. Because of the size and distances, it simply is not an effective option in the industry.

How do I check my order status or find my tracking number?

Please reach out to our Support team for assistance with your order status or tracking information at support@modloft.com or (305) 779-9130.

Do I need to be home for delivery?

Yes. You or someone authorized to receive on your behalf should be home at the pre-arranged delivery window.

For White Glove Delivery, A signature is required upon completion of delivery to confirm you received your order correctly and in good condition.

What do I do when receiving my order?

Please inspect your package immediately to ensure it didn’t get damaged during delivery. We make a valiant effort to prevent this with our specialized packaging design, but unfortunately we can’t control what goes down between our door and yours. In the event that your product has sustained damages of any kind, note the damage with the driver on the paperwork and [reach out to us](/content/pages/contact "Contact"/index.html) within 48 hours of delivery.

If the damage is minor/cosmetic, keep the furntiure and contact us for options.

What do I do if my furniture arrives damaged?

Please report any damage caused during shipping or by our logistics provider within 24 hours of delivery by contacting support@modloft.com or (305) 779-9130.

The 24-hour period begins at the time of delivery, regardless of the delivery method. Delaying the opening or inspection of your boxes does not extend this period.
Damage claims must include clear photos of the damaged item and packaging.
If Modloft approves the claim, you may be eligible for a refund or replacement.
Claims submitted after 24 hours may be denied.

What if my order arrived with missing parts?

First, double-check the boxes as hardware and parts sometimes blend into the packaging materials and get left behind. Then, check inside drawers as some parts are packed internally. If all else failes, [reach out to us](/content/pages/contact "Contact"/index.html) as soon as you can so that we can get you what you need as soon as possible.

Can you provide a Certificate of Insurance for my delivery?

Yes! Modloft's delivery partners are all fully insured and are more than happy to provide any necessary documentation that your building may require. Please [send a request](/content/pages/contact "Contact"/index.html) to our Support team as soon as you place your order so we may best assist.

NOTE: Requests for COI's must be received within one calendar week of the date of delivery to avoid delays or rescheduling. In the event that it is too late for your delivery to be rescheduled, a re-delivery fee may be assessed on your order.

Will you take away my old furniture?

Unfortunately, our delivery partners are unable to offer that service at this time. Need someone to take away your old furniture? Our customer support team has some great, free suggestions for you, so please feel free to contact us for recommendations.

Delivery Delays & Compensation

Estimated delivery dates and transit times may be affected by production schedules, transportation, customs, carrier capacity, weather, or other circumstances beyond Modloft’s control.

Delays do not automatically qualify customers for refunds, discounts, shipping-fee reimbursements, or other monetary compensation.

Modloft does not provide compensation solely due to delayed orders. Exceptions may be made at Modloft’s sole discretion based on the circumstances.

Returns

What is your return policy?

RETURNS MADE SIMPLE

We want you to feel confident bringing Modloft into your home. If your purchase isn’t quite right, our Customer Care team is here to guide you through the return or exchange process.

15-DAY SATISFACTION POLICY

Eligible Modloft merchandise may be returned within 15 calendar days of delivery.

Contact our Customer Care team within 15 calendar days of receiving your order.
All return requests are subject to review and approval by Modloft.
Approved returns are subject to a 20% restocking fee.
Return transportation costs are the customer’s responsibility.
Original delivery, white-glove, assembly and other service charges are nonrefundable.
Returned merchandise must be in like-new, unused condition and free from damage, stains, odors, alterations or other signs of use.
Returns received outside the 15-day return period cannot be accepted.
Please have your receipt, order confirmation or other proof of purchase available when contacting us.
If you purchased through an authorized Modloft retailer, please contact that retailer directly.

Please do not send merchandise back without prior authorization from Modloft. Unauthorized returns may be refused or experience additional processing delays.

PLEASE KEEP THE ORIGINAL PACKAGING

Our packaging is specially designed to protect your furniture while it’s being transported. We recommend keeping it until you’re certain your new piece is right for your home.

For an eligible return:

The product must be placed securely in its original packaging.
Please include all boxes, protective materials, hardware, components and accessories.
Products without their original packaging are not eligible for return.
Proper packaging helps prevent damage and ensures that your return arrives safely.

If you need help preparing your furniture for pickup, our team will be happy to guide you.

PREFER AN EXCHANGE? WE’LL HELP YOU FIND THE RIGHT PIECE

Sometimes another size, finish or design is simply a better fit. We would love the opportunity to help you find it.

When you exchange an eligible product for another Modloft product of equal or greater value, we’ll waive the 20% restocking fee.
Return transportation and replacement delivery charges may still apply.
If your replacement has a higher price, you’ll only need to pay the difference.
Exchanges are subject to product availability.
The original product must be in like-new condition and returned in its original packaging.

To start a return, please complete our self-service [Returns](/content/pages/returns-exchanges "Modloft Returns and Exchanges"/index.html) form. Please note that returns can take several weeks to process and have an item picked up, depending on your location.

CLEARANCE, FINAL SALE AND MADE-TO-ORDER ITEMS

Clearance and Final Sale pieces are offered at special pricing, while Made-to-Order products are produced especially for you.

Merchandise marked Clearance, Final Sale, or Made to Order is final sale.
These items cannot be canceled, returned, exchanged or refunded.
Final-sale status will be clearly identified on the product page and during checkout before you complete your purchase.

Of course, if your order arrives damaged, defective, incomplete or incorrect, please contact us. Final-sale status does not prevent us from helping with an eligible delivery claim or warranty issue.

ITEMS THAT ARE NOT ELIGIBLE FOR RETURN

To keep the policy clear, we’re unable to accept returns of:

Clearance or Final Sale merchandise
Made-to-Order or customized merchandise
Products that have been used, damaged, stained, altered or modified
15 calendar days of delivery
Products installed or mounted to a wall
Products without their original packaging
Gift cards
Products shipped outside the contiguous United States
Merchandise identified as nonreturnable on its product page

If you’re unsure whether an item is eligible, please contact us before purchasing or starting a return. We’ll be happy to confirm it for you.

Do I need to keep the packaging?

PLEASE KEEP THE ORIGINAL PACKAGING

For an eligible return:

If you need help preparing your furniture for pickup, our team will be happy to guide you.

When can I expect my refund to show up?

Your refund will be processed 1-2 business days after your order returns to our warehouse. Please allow up to 5-7 business days for it to show up in your account. If for whatever reason you don’t see it after this time, please [contact us](/content/pages/contact "Contact"/index.html) and we’ll investigate.

Can I return a mattress, sofa bed, pillow, rug, artwork, or lighting item?

Mattresses, sofa beds, pillows, rugs, art, and lighting are final sale and aren’t eligible for standard returns. If an item arrives damaged or incorrect, or you believe it has a manufacturing defect, please contact us with your order details and photos. Our team will review your claim and may request additional information to help verify the issue and guide you through the next steps.

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