Customer Service
Whether it's a delivery on its way or a piece that needs attention, we're here to help.
How can we help?
We're here for you
Real people who know our furniture, from your first visit to long after delivery day.
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Chat with our assistantAny time, day or night. Start a chat
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customerservice@modani.comInclude your order number if you have one.
Frequently asked questions
Where do you deliver?
Within 70 miles of a Modani showroom you can choose In-Home Standard or In-Home Premium delivery. Further out, we deliver curbside.
What's the difference between Standard, Premium and Curbside delivery?
In-Home Standard: delivered to the room you choose, up to one flight of stairs. Assembly isn't included.
In-Home Premium: white-glove delivery to the room you choose, up to one flight of stairs. Items are unwrapped, packaging is removed and assembly is included.
Curbside: delivered to the curb or end of the driveway; you're responsible for moving it beyond that point. Someone needs to be there to receive it. Assembly, unpacking and packaging removal aren't included.
In-home deliveries need a signature.
How much is delivery?
| Order value | In-Home Standard | In-Home Premium | Curbside |
|---|---|---|---|
| Up to $1,000 | $99 | $149 | $199 |
| Up to $2,000 | $159 | $249 | $329 |
| Up to $3,500 | $179 | $309 | $359 |
| Up to $5,000 | $199 | $349 | $379 |
| Up to $7,500 | $249 | $399 | $459 |
| Over $7,500 | 3% of order value | 6% of order value | 7% of order value |
Delivery charges are non-refundable once items have left our warehouse.
How will I know when my delivery is coming?
You'll get an email when your order is set up for shipment, and another with tracking once the delivery company has it. The delivery team calls you ahead of time to arrange a delivery window; deliveries take place Monday to Friday during business hours.
Is there anything I should tell you before delivery day?
Yes. Let us know about anything that could affect the delivery, such as a very narrow driveway, a dead-end street, an island location that needs a ferry, a specific place the driver needs to park, or delivery to a side door or garage. Additional fees may apply.
What happens if I miss my delivery appointment?
A missed appointment can mean additional charges for redelivery, storage or return shipping. If you need to change your delivery, let us know as early as you can.
What's your return policy?
You can return an item for convenience within 30 days of delivery. Once your return is approved, we'll arrange a pickup from your home.
A 30% restocking fee is deducted from refunds to your original payment method. It's waived if you choose store credit instead. Original delivery charges aren't refundable, and for a full refund the item needs to be in its original packaging.
Items bought on clearance, marked Final Sale or sold as floor samples can't be returned.
I refused an item at delivery. What now?
Let the delivery team know at the time of delivery, then tell us what happened so we can start the next steps for you.
Where's my refund?
Returned items are inspected when they reach us, and refunds go back to your original payment method after inspection. You can check your store credit balance and any refund in progress at any time.
How long is store credit valid?
One year from the date it's issued. Credit that isn't used within that time is forfeited, subject to local regulations.
My item arrived damaged. What should I do?
Report it within 7 days of delivery. Start with our assistant and add photos of the damage; we'll take it from there.
Something is missing from my delivery.
Report missing items or parts within 7 days of delivery and we'll get it sorted.
I bought a protection plan. How do I file a claim?
Protection plan claims for stains, spills and accidental damage are handled by the plan provider. Our assistant shows you who to contact for your order.
Can I cancel my order?
Orders cancelled before they leave our main hub or the supplier's hub are fully refunded, with no cancellation fee or delivery charge. After that, a 10% cancellation fee applies and delivery fees aren't refunded. If you choose store credit instead of a refund, the 10% fee is waived.
Do you offer financing?
Yes, through the Synchrony HOME credit card, with promotional financing on qualifying purchases. Learn about financing
Do you work with interior designers?
Yes. Verified designers can join our Trade Program.
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