Shipping & Returns
At Modani, we want our customers to always have an enjoyable experience. From first glance to post purchase, we are here to help. If your item has arrived in good condition but you're not happy with your purchase, we will do our best to make things right, which is why we offer a comprehensive exchange or return program for the first 30 days after delivery or at the time of the delivery by the Modani teams. Please be sure to familiarize yourself with the return and exchange policy below before completing your order, including conditions and exclusions that apply in the ‘Refund Process’ section. If your item arrives damaged, you have 7 days after delivery to report the issue.
(Only available within 70 miles of a showroom location)
- Package is delivered directly to the selected room.
- Delivery up to one flight of stairs included.
- Customer signature is required. If refusing an item from the order, please notify the delivery team at the time of delivery and contact customer service to start your return process.
- Assembly not included.
(Only available within 70 miles of a showroom location)
- White glove delivery service.
- Package is delivered directly to the selected room.
- Items are unwrapped and packaging is removed by the delivery team.
- Delivery up to one flight of stairs included.
- Customer signature is required. If refusing an item from the order, please notify the delivery team at the time of delivery and contact customer service to start your return process.
- Assembly is included.
All freight is delivered to the curb or end of driveway outside the requested delivery address
- You will be responsible for transport beyond that point
- Customer must be present to receive the order.
- Assembly, unpacking, and removal of packaging not included
In-Home Standard delivery rates:
Up to $1,000 = $99
Up to $3,500 = $159
Up to $5,000 = $199
Up to $7,500 = $249
$7,500+ = 3% of order value.
In-Home Premium delivery rates:
Up to $1,000 = $149
Up to $3,500 = $309
Up to $5,000 = $349
Up to $7,500 = $399
$7,500+ = 6% of order value.
Curbside delivery:
Up to $1,000 = $199
Up to $3,500 = $329
Up to $5,000 = $379
Up to $7,500 = $459
$7,500+ = 7% of order value.
Shipping charges are non-refundable once items have left our warehouse.
Orders in stock take approximately up to 3 business days to be set up for shipment at which point you will receive an email notification.
Due to an increase in order volume and current precautions at the warehouses, please note that order processing may take 1-2 weeks. Thank you for your patience whilst we put the safety of our customers and staff first.
Once the delivery company has picked up the order you will receive an email with the tracking information.
TO RETURN MERCHANDISE
Please contact Customer Service at 800-606-7319 within 30 days of delivery to obtain a return authorization number for convenience, or within 7 days of delivery if the item arrives damaged.
Approved returns are to be received in Modani’s distribution center no longer than 15 days after being reported.
If you choose to return an item for convenience within 30 days of delivery (after obtaining approval from Modani’s customer service team and a return ticket), you will be responsible for a 30% restocking fee (deducted from the refund of your purchase amount to your original method of payment). You will also be responsible for the cost and for arranging a return shipment of the item to Modani’s distribution center located in Miami, FL by choosing and scheduling your own carrier.
Damages incurred during return shipping due to insufficient packaging will not be eligible for a refund.
The original shipping or delivery charges are non-refundable.
Refunds generally take between 7 to 10 business days to be credited after the merchandise has been inspected.
For any assistance, the Customer Service Department can be reached at 800-606-7319, Monday-Friday 9:30 am to 6 pm Eastern time.
BEFORE DELIVERY CANCELLATION POLICY
We understand that plans can change and we're here to help. Please review our cancellation policy to understand the fees and conditions associated with cancelling an order. Before Order Leaves Our Main Hub or Supplier’s Hub, orders cancelled before they leave our main hub or the supplier’s hub will be fully refunded. No cancellation fees or delivery charges will apply. After Order Leaves Our Main Hub or Supplier’s Hub, Cancellations made after the order leaves from our main hub or the supplier’s hub will incur: A 10% cancellation fee, and no refund on delivery fees. However, if you choose to receive store credit instead of a refund, the 10% cancellation fee will be waived.
The carrier will call you 24-48 hours before delivery to arrange a delivery time that will vary depending on the freight carrier's schedule. Whatever information you can give during the phone call will be given to the driver to help the transport of your purchase.
- Delivery teams are only able to deliver Monday-Friday during standard business hours, and they we provide a 2 to 4 hours delivery window.
- Inform a modani representative if you have any circumstances that could affect the delivery (additional fees may apply):
- Very narrow driveway
- Dead-end street
- Ferry for island locations, etc. (fees may apply)
- The driver will need to park in a specific place
- Delivery to a side door or garage entrance
- Please make sure not to miss your delivery appointment or else you will incur additional delivery fees such as re-delivery, storage charges and/or return shipping costs.
REPORTING ORDER DAMAGES:
We package our products to remain intact during transit, however, unexpected incidents may happen resulting in damage. If in the unlikely event items arrive in less than perfect condition, please call 800-606-7319 or email customerservice@modani.com within 7 days of delivery. Customer service will be able to provide assistance.
For a full refund, the product must be returned in the original packaging. Customers will be responsible for all shipping costs related to the return of the order including for arranging their own shipment to Modani’s distribution center located in Miami, FL.
If assembly services have been requested, the customer is still responsible for retaining the original packaging in the event of a return. Save original packaging in case of a return.