FAQs

FAQs & Store Policies

Product

Where are your products manufactured? Are you a manufacture or a reseller?

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 info@eternitymodern.com 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.

How is the quality?

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.

Ordering & Payment

Is your website secure?

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.

Can I change my order?

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: info@eternitymodern.com, 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.

What types of payment do you accept?

We accept the following types of payment: Visa, MasterCard, and AMEX.

Do you charge sales tax and duties?

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.

Can I use multiple discount codes on a single order?

Discount codes cannot be stacked. Only one discount at a time can be applied to a single order.

Can I use my own material?

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.

Shipping & Delivery

How much do you charge for shipping? What are my delivery options?

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.

SHIPPING

Our tiered shipping rates are based on the product total value before taxes.

  • Standard Shipping
  • Standard shipping includes order processing, packaging and curbside delivery. Shipping windows can take up to 15 business days from when the order leaves our Vancouver 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.
  • Warehouse Pickup
  • We are located in Richmond, BC 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
  • ​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 info@eternitymodern.com. Eternity Modern will not be liable for any cost or expenses once the order has left our warehouse.

*Shipping addresses located in Yukon, Nunavut, Northwest Territories, PEI, Newfoundland, Nova Scotia, and New Brunswick may be considered remote and be subject to additional shipping fees.

DELIVERY

Standard Curbside Delivery

For standard curbside delivery, your order will be delivered to the curb outside your residence. Our partnered carriers will not:

  • Confirm the weight of your order and find assistance moving the items if standard curbside delivery was selected
  • Enter your property/premises
  • Moving items into the lobby
  • Go up steps or stairs to the front door
  • Deliver to your door inside an apartment building
  • Assemble or remove packaging materials
  • Breakdown a pallet into the individual items
  • 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 have measured your door or any entrance where the item will go through
  • Ensure the delivery path is free and clear of obstacles such as snow, ice, furniture and debris
  • Book your elevator (if required) for the entire delivery window
  • Obtain any necessary documentation required by your property management (ie. Certificate of Insurance)
  • You must have an adult age 18+ present at your delivery time to sign the order.

    How can I check the status of my order?

    You can track your order status via our Tracking page. If you require further assistance, you may reach out to us via live chat on our website, or email us at info@eternitymodern.com, and we will get back to you within 48-72 hours. If your order was made before February 2nd, 2022, it was placed on our previous system. Please contact our support team at info@eternitymodern.com and we will be happy to help you with any updates.

    How long will it take to receive my order?

    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 14–16 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.

    Can I change my shipping address after I place the order?

    Please contact us via email (info@eternitymodern.com) 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.

    Will I get a call when the furniture is going to be delivered?

    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 from the scheduled delivery time, a flat processing fee of $110 will apply.

    What happens if I miss my delivery appointment?

    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.

    Can I hold my furniture in your warehouse if I am not ready to receive it?

    We understand that life happens, and you may not always be ready to accept delivery of your order. Depending on whether your order has shipped, holding fees may be applicable. Please see below for more information.

    If your order has not shipped:

      We are happy to provide a complimentary 1-month hold of your shipment from the date of request. The 1-month complimentary hold is only applicable if your order is still at our warehouse and has not shipped yet. Your order will be prepared and shipped automatically after the 1-month hold expires. If you require an extension, please reach out to us at least 1 week before the hold ends. Additional holding charges will be applicable at $100/month. Contact us at info@eternitymodern.com for more information.

    If your order has shipped:

      We use third-party shipping carriers and have limited control over their operations and delivery schedules. If your order has shipped and you are not ready to accept delivery, holding fees as quoted by the carrier will be applicable (hold request subject to carrier availability). Please contact us to coordinate the hold of your shipment. We will provide you with an invoice to be completed within 3 days to avoid further charges. Please note your order will not be released until the invoice has been completed.

    *If the customer refuses to pay the invoice, Eternity Modern retains the right to recall the shipment back to our warehouse. A refund less the outbound and return shipping fees and any holding charges, will be issued to the original payment method upon receiving the shipment at our warehouse.

    Can you deliver my furniture after a certain date?

    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: info@eternitymodern.com, 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.

    Do you ship internationally?

    We currently only offer standard shipping to addresses in Canada.

    Product Issue (Shipping Damage / Defective)

    What should I do if my shipment is damaged?

    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: claims@eternitymodern.com 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 claims@eternitymodern.com 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.

    What should I do if the products are defective / incorrect?

    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 claims@eternitymodern.com 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: claims@eternitymodern.com 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:

  • Was delivered more than 14 days ago
  • Has been used. The Warranty Policy applies instead"
  • Return, Refund & Cancellation

    Can I return my order?

    Yes, we offer a 7-day return policy. If you are not satisfied with your purchase for any reason, you have up to 7 days from the date of delivery to contact us and submit the return form regarding the return of your item(s). Please contact us to initiate a return and our team will be able to provide all the details to help you get the return process started. We will arrange the pickup of your return shipment. You may also arrange your own return shipping if you prefer. For all returns, items need to be received at our warehouse within 21 days of submitting your return request.

    *Please note that Eternity Modern is not responsible for any losses/damages during the return shipping process and we recommend insuring your shipment for peace of mind.

    To ensure a successful return, please make sure that your item(s) is in as-new condition and shipped securely in its original packaging. If you do not have the original packaging on hand, there will be an additional repackaging fee charge. We strongly encourage you to keep your packaging for 14 days in case you decide to return your order.

    Your order will be inspected by our team once it arrives at our warehouse. Provided it is in as-new condition, we will issue a refund less the outbound and return shipping fee (and if applicable, repacking fees and 20% Restocking fee for Made To Order Items). Please note that both the outbound and return shipping comes directly from our carrier. For return shipping fees, the cost varies depending on your shipping location and item(s) ordered, and is quoted by the third-party shipping carriers we work with. No return shipping fee will be applicable if you choose to arrange your own return shipping. White glove delivery service charges are not refundable.

    At Eternity Modern, we take great pride in the quality and craftsmanship of our furniture, and thus we also accept returns for made-to-order items. Please note for all made-to-order items, a 20% restocking fee in the form of store credit will be applicable.

    Refunds will be issued to the original method of payment, and if the original method of payment is no longer available, we will be happy to issue store credit equal to the amount of the refund.

    We do not accept any returns or exchanges on COM orders. All items marked as final sale/warehouse sale and showroom samples are also non-refundable and non-exchangeable.

    Contact us at info@eternitymodern.com to get more information.

    What happens if I no longer have the packaging for the item?

    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

    Can I cancel an order?

    For all in-stock items, you may cancel your order within 1 business day from the original order date.

    For pre-ordered items, you may cancel anytime before the item leaves the warehouse.

    For made-to-order items, you may cancel the order within 6 business days at no charge. Otherwise, your refund will be reduced by a cancellation fee equal to 20% of the purchase price, which can be used as store credit for your next purchase.

    All COM items are final sale.

    Please note that 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.

    What are your final sale terms and conditions?

    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.

    Warranty

    What does this warranty cover?

    We at Eternity Modern are pleased to offer an outstanding guarantee on all of our products! We proudly stand by the quality and craftsmanship of all our furniture pieces. We do not compromise on any of the procedures and follow a strict protocol to ensure that the quality of our products is maintained. Hence, to sustain our devotion to excellence, Eternity Modern offers a 1-year warranty on all factory defects and furniture parts.

    Customer satisfaction is one of our key principles and we will work diligently to resolve any issues that should arise. This may involve replacement pieces, local repair options or a new replacement product (at the discretion of Eternity Modern).

    Please note that the Eternity Modern warranty policy is non-transferable.

    Defects/blemishes resulting from negligence, accidents, maltreatment, acts of God (i.e. floods) or commercial use is not covered under the Eternity Modern warranty. Please contact customer service should you have any inquiries regarding our warranty policy.

    How long does the coverage last?

    This warranty is in effect from the date of delivery and is valid for 1  year on metal or solid wood structural failures, soft parts and workmanship-related failures from residential, non-commercial usage.

    Examples of defects covered in the 1-year warranty:

       -   Threading

       -   Piping

       -   Rubber components

       -   Parts with glue as adhesive that come loose from residential, non-commercial usage

    Defects/blemishes resulting from negligence, accidents, maltreatment, acts of God (i.e. floods) or commercial use is not covered under the Eternity Modern warranty. Please contact customer service should you have any inquiries regarding our warranty policy.

    What will Eternity Modern do?

    For the metal or solid wood structural failures, Eternity Modern will provide replacement part(s) at no charge with a lead-time of 8-14 weeks. The customer is 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: 1) The repair service quote is first approved by Eternity Modern and 2) Eternity Modern does not guarantee the work performed by the local repair service, and cannot be held to further compensation in the event of dissatisfactory repair work.

    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.

    What does this warranty not cover?

    This warranty does not cover:

       -   Marble, leather, fiberglass, fabric, plywood

       -   Paint, veneers, foams and coating materials

       -   Eternity Modern furniture that is not explicitly specified suitable for outdoor use is not covered for damage or defect from outdoor use 

    Any problem that is caused by other abuse, misuse or an act of God (such as a flood) is neither covered. 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. Strictly no exceptions will be made for final sale items.

    How do you get service?

    Please email us at info@eternitymodern.com or call us at 1-800-993-0903 and we will be happy to assist you!

    Extended Mulberry Insurance

    What is Mulberry?

    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.

    What's covered by Mulberry?

    - 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

    How do I purchase Mulberry Extended Protection?

    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.

    How do I file a claim?

    Simply log in to your dedicated Mulberry dashboard at getmulberry.com/login for a 1-click, receiptless claims filing process. You can also contact the Mulberry customer support team via support@getmulberry.com.

    What happens if I return products?

    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).

    Showroom

    Do you have a showroom?

    Eternity Modern furniture is currently sold exclusively online. We are headquartered in Vancouver, British Columbia, Canada. Our toll-free hours of operation are 9AM to 5PM, Monday to Friday Pacific Time.