FAQ & Store Policies
Ordering & Payment
Shipping & Delivery
Product Issue(Shipping Damage/ Defective)
Return, Refund & Cancellation
Extended Mulberry Insurance
Eternity Modern furniture is manufactured ethically in our own factory facility in China. This includes the OEM project for other brands. (Please email us at [email protected] for more information.) As has been our tradition, we always choose the best in class artisans for all of our products, which is why we have handpicked a few other select manufacturers as well. In addition to our own factory, we also work with manufacturers in Vietnam and Indonesia. Our company is compliant with all local laws and maintains strict criteria for ethical business practices and quality control. We carefully vet them to make sure they meet these criteria and we visit each of the factories on a regular basis to ensure that they continuously maintain the best quality standards.
We know and understand that poor quality is the worst that a company can offer. We at Eternity Modern believe that true cost savings actually result from investing in high quality materials that go into constructing our furniture. All the materials used in our products are customized, not the generic variety that is available in the wholesale market. Take our foam for example; we choose the best foam available so you can be assured that it will not go flat or deflate after long-term use.
Most of our products are regularly restocked or in transit to our distribution center. If you find something you love and is not in stock, please contact our team to check when the next available shipment will arrive, or if it is still in-production, how you can reserve and when you can expect your order to arrive at our distribution center.
We are excited to share that as of September 7, 2023, our furniture has earned the prestigious GREENGUARD Gold Certification. This distinction is a testament to our commitment to providing you not only with exceptional furniture but also with products that contribute to a healthier indoor environment.
What is GREENGUARD Gold Certification?
- The GREENGUARD Gold Certification is a rigorous and globally recognized standard for products designed with low chemical emissions. It specifically focuses on volatile organic compounds (VOCs), ensuring that the items you bring into your space contribute to better air quality.
Why is it Important?
- 1. Improved Indoor Air Quality: GREENGUARD Gold Certified products are screened for over 10,000 chemicals, promoting healthier indoor air by minimizing potential sources of indoor pollution.
- 2. Health and Well-being: Reduced exposure to harmful emissions enhances the overall well-being of those interacting with our furniture, especially in indoor spaces where we spend a significant amount of time.
- 3. Environmental Stewardship: The certification reflects our dedication to sustainable practices, aligning with your values for environmentally conscious living.
By choosing our GREENGUARD Gold Certified furniture, you're not just selecting exquisite pieces for your home; you're making a conscious choice for a healthier and greener living space. We are proud to bring you products that prioritize both your comfort and the well-being of our planet.
Thank you for joining us on this journey toward a more sustainable and healthy future. If you are a trade client, please contact us for the original copy of the certificate.
All user personal and financial information is kept highly confidential and encrypted at all times. We will never share your details with 3rd parties for marketing purposes. The site uses SSL (Secure Sockets Layer) encryption technology to transmit orders over secure internet connections. We have all the security measures in place for this site to prevent loss, misuse and alteration of all our clients' personal information.
For all custom orders, you can change your order within 6 days from the original order date. Please contact our customer support team by email: [email protected], phone: 1-800-993-0903 or live chat for assistance. If you require an order change after the 6 days from original order, please reach out to our customer support team. Once the order is in production we cannot guarantee a change can be processed, however, we will try to accommodate a change request if possible. Please note additional charges may apply.
For all quickship orders, you can change your order within 1 day from the original order date. Please note an order cannot be changed or cancelled once it has been shipped.
We accept the following types of payment: Visa, MasterCard, and AMEX.
We collect sales tax where we are required by law, as such, the destination will determine the sales tax applied to your order at checkout.
Discount codes cannot be stacked. Only one discount at a time can be applied to a single order.
Eternity Modern welcomes custom orders for designer furniture, accessories, and quality consumer products. We can handle all aspects of design, engineering, manufacturing, and quality control. We welcome order sizes ranging from as few as 10 units to full container loads (FCL).
** Please note all COM orders are final sale and are not eligible for cancellation or return.
** Production lead time does not begin until COM is received at our manufacturing facility. Eternity Modern is not responsible for additional cost or lead time incurred as a result of COM shortages. If more than 1 roll is required, please ensure to add 1 extra yard per roll to account for any defects. Production lead time does not begin until COM is received at our manufacturing facility. Eternity Modern is not responsible for additional cost or lead time incurred as a result of COM shortages. If more than 1 roll is required, please ensure to add 1 extra yard per roll to account for any issues/defects. Eternity Modern will not be held liable for unsatisfactory results due to the use of COM upholstery that may not be suitable to our manufacturing process/methodology.
Any upholstery that is inadequate for production may be rejected by Eternity Modern.
Eternity Modern is not responsible for receipt of defective fabrics. While Eternity Modern inspects fabrics for imperfections, some are difficult to recognize. Eternity Modern cannot be responsible for defects, color inaccuracies, dye lot variations and other flaws. Any defects or flaws may require additional COM yardage and additional production time. Eternity Modern assumes no responsibility for the flammability of any COM. Customers are solely responsible for making sure that COM applies with all applicable codes and regulations.
Eternity Modern cannot predict or be responsible for how upholstery wears in an installation setting. We will not be held responsible for wear, fading, stretching, unraveling seams or performance of any upholstery material. We will not be held responsible for production failure due to the nature of the provided material. There is no warranty on COM. Excess COM will not be stored or returned.
Customer is responsible for all freight charges for all COM to our warehouse.
All items with customization requests are final sale. This includes but is not limited to: using EM materials that are not listed on the product page of the item purchased.
Eternity Modern strives on customer satisfaction and we are committed on working with our delivery partners to uphold our shipping standards. However, unexpected delivery interruptions can occur and our support team are here to help. Upon receiving your order, we ask that you visually inspect for any packaging issues and document any damages please contact our logistics team at 1-800-993-0903 and our one of our associates will be able to assist you.
Our tiered shipping rates are based on the product total value before taxes.
We ship across USA and Canada, however deliveries beyond our standard shipping area may incur additional surcharges and longer delivery window. Please contact our logistics team for any remote shipping inquiries.
- Standard shipping includes order processing, packaging and curbside delivery. Shipping windows can take up to 15 business days from when the order leaves our California warehouse to the final shipping destination.
White Glove Shipping
- White Glove Delivery includes order processing, packaging, in-home delivery, assembly and packing removal. We carefully curate and work with White Glove shipping companies within your state. As such delivery windows can take up to 15 business days to our White Glove delivery partner's warehouse and they will arrange an appointment with you. If you are considering a return or there are any concerns with your product, please retain your packaging.
- We are located in Irvine, California and we would be happy to arrange a self-pickup at our warehouse. Please schedule an appointment with our warehouse team and we will be able to prepare your order within 48 hours.
- Additional charges to special warehouse holds, residential/commercial arrangements or consignment fees may be applied. To avoid unexpected charges or special warehouse hold fees, please contact us at [email protected]. Eternity Modern will not be liable for any cost or expenses once the order has left our warehouse.
Standard Curbside Delivery
For standard curbside delivery, your order will be delivered to the curb outside your residence. Our partnered carriers will not:
You must have an adult age 18+ present at your delivery time to sign the order. As such, you will be responsible for moving the items from the curb into your residence. Please note your order may be palletized and depending on your product, it can weigh more than a few hundred lbs.
White Glove Delivery
Prior to your delivery and in preparation for receiving your order, we recommend you verify the following:
You must have an adult age 18+ present at your delivery time to sign the order.
You can view your latest order status here, or login to your account.
If your order includes products that are custom or pre-orders, we normally will ship your items when they are in stock. This will lower your shipping costs and allows all your items to be delivered together. If you would like to receive part of your order first, we would be happy to arrange a split shipment, where shipping charges would be applied for each shipment. Please contact our logistics team for more split shipping details.
Popular items tend to sell out fast, but we always make sure that we have new stock arriving. To ensure you do not miss out, you are able to pre-order and reserve your order, so that when it arrives to our distribution center, it will be ready to ship out.
The general lead time from production to arrival at our warehouse is between 12-16 weeks. Pre-orders on products already in production or enroute to our warehouse can result in shorter lead time and orders may be ready to ship earlier than expected. You will receive email notifications for each stage of the order process so that you will get the most up-to-date status of your order. If you are not ready to receive your order, please contact our logistics team to arrange a hold on your order. If we have not been notified prior to your order leaving our warehouse for delivery, you will be responsible for the holding fees incurred by the carrier. Please refer to our hold policy for more details on hold charges.
Orders may experience unforeseen delays. We will make our best effort to ensure you are kept up to date so that when we know, you know. If your order has passed the expected lead time, please contact us at 1-800-993-0903.
Furniture order processing times:
- IN-STOCK items: Your item(s) will be shipped from our warehouse within 5-7 business days from the date of order.
- PRE-ORDERED items: Certain products are popular and sell out quickly as soon as we receive new inventory. For these items, we typically always have new inventory in production or en route for restocking, and they usually take about 4–10 weeks (pending customs clearance) to arrive at our warehouse.
- MADE-TO-ORDER or BACK-ORDERED items: These items are made-to-order and specially for you. The production lead time is approximately 8-12 weeks (pending customs clearance) before the arrival of your order at our warehouse.
- COM items: Once your material has arrived at our warehouse, the production lead time will begin. It takes approximately 14–18 weeks (pending customs clearance) before the arrival of your order at our warehouse.
How long it will take to receive my order:
- STANDARD SHIPPING (3-10 business days in transit): Standard Contactless Delivery is the delivery of your item(s) at the curb or to the door. Due to liability limitations, our carriers are not able to enter the property/premises. This service does not include inside delivery, assembly, or removal of packaging materials.
- WHITE GLOVE SHIPPING (2-4 weeks): White Glove delivery includes appointment and inside delivery, unpackaging, assembly, and removal of packaging materials/debris. If you are considering a return, please request to keep the packaging.
Please note that these transit times are approximate, we are unfortunately unable to guarantee shipping timelines as they may vary depending on but not limited to the freight carriers, shipping/weather conditions, and levels of service required.
Please contact us via email ([email protected]) or phone (1-800-993-0903) to update your details. This can be done 24 hours prior to shipping your order. In the case that your shipment has already been dispatched, unfortunately you will not be able to change the address for delivery. There will be an additional fee from the courier for re-delivery attempts.
Yes. Once the shipment reaches your local area, the delivery service will contact you to arrange a date and time to deliver the product. The available delivery time slots will depend on the local delivery partner. Appointments will be available generally between Monday to Friday 9AM-5PM, but the delivery personnel may be able to accommodate times outside of this slot. If the item you ordered is small and is being delivered by a standard courier service such as FedEx or DHL, you will not be given advance notice of the exact delivery time. You can always track this shipment online to know when it will reach you.
For local deliveries: If you cancel or reschedule your delivery within 24 hours of the scheduled delivery time, a flat processing fee of $110 will apply.
For most orders, the items will be placed together on a wooden pallet and shrink wrapped. Please be aware that packaging can add significant weight to your order. Fragile items will also be packaged in custom wooden crates. Large items such as quartz and stone tables can weigh more than a few hundred lbs.
Smaller items may ship as loose boxes. We may use heavy duty cardboard for extra protection.
Most orders can be opened using a box cutter. Please be careful not to cut too deep into your actual furniture. However, more fragile items will be packaged in custom wooden crates. We recommend using gloves to move the crate and a Philips screwdriver and/or a crowbar to open it.
Our local delivery partner will be in touch with you in the event of a missed delivery. You will be contacted for a re-delivery time. Extra charges may apply.
Any additional charges accrued with the delivery company will be transferred to the customer. These include, but are not limited to, isolated zip or postal codes (e.g. back road, islands etc.), missed attempted delivery charges, weekend delivery, storage fees, additional delivery services and other potential charges associated with the order.
We understand that sometimes our delivery schedules may not align with your schedule. Hence, we offer a 1-month complimentary hold and $100 for each month thereafter. Simply contact our customer support at 1-800-993-0903 or email us at [email protected], and let us know how long you would like us to hold your items for and our team will be able to assist you with the hold request and arrange delivery at your convenience. Please note that any hold request we receive after it has been shipped, you will be responsible for any carrier charges or holding fees.
We understand that sometimes you are not ready to take delivery of your order due to circumstances. We are happy to provide you a complimentary 1 month hold of your shipment. Please contact our customer support team by email: [email protected], phone: 1-800-993-0903 or live chat for assistance. If you require to extend your hold for longer, charges will be applied. Contact us for more details.
No, our White Glove Delivery partners are not certified to do electrical installations. Please consult with a local expert to do the installation for you. If you do not need inside delivery for lighting products, we recommend choosing our standard curbside shipping.
Yes! However, there is an additional shipping fee that varies based on your location and size of the order. Please contact our customer service team to inquire about the additional fees.
We currently only offer standard shipping to addresses in Canada and the continental US.
Although such cases are rare, shipping damages do occur once in a while. We advise you to inspect your item upon receiving it for any damages. If you see damages, take a picture of the damaged box and item and report the damage on the BOL (Bill of Lading). If an item is structurally intact and usable, accept the item. If an item is structurally damaged and completely unusable, refuse the item. Contact us immediately if this issue arises. Eternity Modern cannot take responsibility for any damages if the above actions were not taken. Actual photos of damages 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.
Email us at [email protected] within 2 calendar days and we will take care of the rest. All shipments come with insurance, no matter the size of the order. If you refuse the whole shipment, including undamaged items, you are responsible for accepting the re-delivery of the undamaged items within 7 days, in addition to all costs associated with the re-delivery including but not limited to storage fees. As a solution, we will send out 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 (a 20% restocking fee will be applicable).
Eternity Modern reserves the right to request return of the damaged unit before sending a replacement. Damaged unit(s) must be properly packaged.
*We will not be able to process your claim if your item:
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 or an incorrect item gets shipped out. In the unfortunate event that you face any problems with your product, please take photos or videos that demonstrate the issue and describe the issue in as much detail as possible. Contact us at [email protected] right away and our claims staff will work with you to determine the next appropriate steps.
Actual photos of defects / incorrect items must be emailed to: [email protected] within 3 days 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 (a 20% restocking fee will be applicable). All of our products come with a 1-year warranty period.
* Eternity Modern reserves the right to request return of the defective / incorrect unit before sending a replacement. Defective / Incorrect unit(s) must be properly packaged.
We will not be able to process your claim if your item:
We want you to be thrilled with your new purchase. If, for any reason, you're unsatisfied with a product, notify us through the contact form on our Contact Us page, and our team will guide you through the return process. Like most return policies, we can only accept items in their original packaging and in like-new condition. If you've chosen White Glove Service, please keep the packaging if you're considering a return.
Note that products with scratches, stains, damages, or modifications can't be returned. Standard Curbside Shipping and White Glove Shipping charges from the original order can't be refunded once these services have been provided.
The return request must be submitted within 14 days of delivery, and products must reach our warehouse within 30 days from the delivery or pick-up date. Once received in good condition, our team will promptly issue a refund to the original payment method. If that option is unavailable, we're happy to provide store credit equal to the refund amount.
Return shipment must be independently arranged, with associated costs covered by the customer. If you need assistance, we're here to help; however, the fee, covered by the customer, will be deducted from the product refund.
For our Made to Order items, we're proud of their quality and craftsmanship, and we do accept returns. Please be aware that for these items, a 20% restocking fee in the form of store credit will apply.
Regarding COM/CEM orders, final sales, and warehouse sales, we don't accept returns or exchanges. All items marked as final sale, warehouse sale, and showroom samples are non-refundable and non-exchangeable.
Contact us at [email protected] to get more information.
We strongly encourage you to keep your packaging for 30 days in case you decide you want to return your order.
If you request for white glove delivery, please inform the shipping company before signing the BOL that you would like to keep your packaging material.
If you no longer have the original packaging, there is an additional cost (per item) repackaging fee.
*Please note Eternity Modern is not liable for any damage that may occur in transit.
- Please securely repack all returning items - Items must be shipped safely and securely
- The freight company will be requesting for photos of your packages once items are ready for pickup
- Items must be in brand new, resalable condition to be eligible for return
Buying home furniture is an important decision and sometimes you are just not sure. We allow made-to-order items to be canceled or changed within 6 business days, or for in-stock items within 1 business day.
For custom (COM/CEM) made to order pieces, these are considered as final sale items and are not eligible for cancellation or exchange.
An order cannot be changed or canceled once it has been shipped. If you decide to cancel your order after it has left the warehouse, we will recall the shipment and our return policy will apply accordingly. A refund will be issued, less outbound and return shipping fees. For made-to-order items, a cancellation fee equal to 20% of the purchase price, which can be used as store credit for your next purchase, will also be deducted.
Warehouse / Final Sales
All warehouse or final sale items are not eligible for returns/exchange and are not covered by Eternity Modern's warranty and are purchased as-is.
Custom Made Orders
Eternity Modern is known for customizing furniture with your own fabrics. These one-of-a-kind pieces require additional care, logistics and manufacturing, as a such any custom (COM/CEM) made to order pieces, are considered as final sale items and are not eligible for returns/exchange.
All items offered on the Warehouse Sale are sold as-is and are a “Final Sale”. There are no returns or exchanges accepted.
Offer valid for a limited time only. Offer limited to stock on hand; no rain checks are available and not applicable to prior or pending orders.
Promotion cannot be combined with any other offers or used on previous purchases.
Merchandise marked “Final Sale” are not eligible for price adjustments on prior purchases or promotions.
Adding to your cart or receiving an order confirmation does not guarantee availability.
In the case an item is out of stock after receiving an order confirmation, a full refund will be issued for the item.
Once an order has been placed, it cannot be changed or cancelled.
At Eternity Modern, our products undergo a vigorous quality inspection. We want our products to stand the test of time using the highest quality material and each piece upholds the quality you expect.
However, in unforeseen events during transportation or unanticipated circumstances where the quality was compromised, Eternity Modern is pleased to offer you a 5-year warranty on metal or solid wood structural defects and workmanship-related issues for both residential and commercial use.
Please contact our claims agent to assist you with processing a claims request at 1-800-993-0903 or complete a claims order form here.
This warranty is in effect from the date of delivery and is valid for 5 years on metal or solid wood structural failures, soft parts and workmanship-related failures from residential and commercial usage.
Examples of defects covered in the 5-year warranty:
- Rubber components
- Parts with glue as adhesive that come loose from residential, non-commercial usage
Defects/blemishes resulting from negligence, accidents, maltreatment, and acts of God (i.e. floods) are not covered under the Eternity Modern warranty. Please contact customer service should you have any inquiries regarding our warranty policy.
For metal or solid wood structural failures, Eternity Modern will provide replacement part(s) at no charge with a potential lead-time of 8-14 weeks if replacement part(s) are not in-stock. You will be responsible for any labor and/or shipping charges on the replacement / replacement part(s).
For the soft parts and workmanship-related failures, including piping, rubber components and parts with glue as adhesive, Eternity Modern will reimburse local repair charges under the conditions that:
Eternity Modern warranty does not cover wear and tear issues related to:
Any issues that are caused by other abuse or misused as not originally intended for (e.g., indoor furniture used outdoors) will void the warranty. Consequential and incidental damages are not recoverable under this warranty.
Coverage terminates if you sell or otherwise transfer the furniture. All items marked as final sale are non-refundable and cannot be exchanged for other items as they are sold in the condition as-is. Final sale items are exempt from regular store policy and are not covered under our warranty policy.
Mulberry works with us to provide you with extended coverage on the products you purchase from eternitymodern.com. Mulberry handles the claims process from day one and is always available, should anything go wrong with your product. You can find more information at getmulberry.com.
- Food and beverage stains
- Human or pet stains
- Accidental rips, tears or seam separation
- Broken zippers and buttons
- Chipped, peeling or cracked wood
- Minor burn and heat marks
- Defects in materials and workmanship once the Limited Warranty expires
- Coverage begins Day 1 of delivery
- Easy to file claims online 24/7 Customer Support
It’s as easy as adding Mulberry Extended Protection to your cart with your Furniture orders and checking out. Once you purchase coverage, you will immediately receive a welcome email from Mulberry with access to your dedicated Mulberry dashboard, which you can use to manage your plan, file a claim and contact their team.
Each Mulberry Extended Protection plan is tied to the specific product with which it was purchased. This means when you return or exchange your product, you will also need to cancel the warranty with Mulberry (and purchase a new plan if you prefer).
Our showroom is open from Monday - Friday 10AM to 5PM. Walk-ins are welcome. Hours may differ on statutory holidays. Eternity Modern’s showroom is located at 3810 Jacombs Rd Unit 110, Richmond, British Columbia, V6V 1Y6.