Shipping and Return

Shipping and Return

Shipping

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.


  • 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.


Return

We offer a 14-day return policy. If you are not satisfied with your purchase for any reason, you have up to 14 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. 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.

*Disclaimer*
Please check your parcel for damages, if any, upon receipt. To be certain there are no damages, you may open your parcel while delivery driver is still on location. If you see damages it would be ideal to take a picture of the damaged box and item, and to report the damage on the BOL (Bill of Lading) or to reject the shipment altogether depending on the damage. Contact us immediately if this issue arises. Eternity Modern cannot take responsibility for any damages if the above actions were not taken.

Final Sale (Warehouse Sale Products):
All warehouse sale items are final sale. No warranty coverage, returns, exchanges, or price adjustments.

Policy for defective items:

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 gets shipped out. In the unfortunate event that you face any problems with your product please take photos or video that demonstrates 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 appropriate steps.

Actual photos of defect 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. 

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 (please note a 20% restocking fee will be applicable). Note that all of our products come with a 1 year warranty period.

*Eternity Modern reserves the right to request return of the defective unit before sending a replacement. Defective unit must be properly packaged.


An important message to our customers

Running our business operations during the COVID-19 pandemic has presented challenges that no one could have anticipated a few short months ago. We assure you that our co-workers have been working actively to fulfill online orders, increase capacities, and meet your needs in new ways, all with new health and safety practices at the forefront. This includes strict physical distancing measures, rigorous cleaning and sanitization, contactless deliveries and new operational procedures, to keep our co-workers, customers, and delivery partners safe.

We recognize that, despite our best efforts, there have been long wait times, delays, and cancellations, due to the unprecedented surge we’ve seen in online orders. Our normal ways of working have been disrupted and this is true for our service providers who are also experiencing similar challenges and increase in demand.

We want you to know we are working hard to fix that.