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 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.

Please note that if you are expecting a delivery of oversized items (ie: large stone dining tables, large sofa sectionals etc), it is your responsibility to ensure that the delivery team has access to the service elevator in your building and that the item(s) will fit in the elevator. Failure to provide access will result in delayed delivery and additional charges. Thank you for your cooperation.

• 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 [email protected]. 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 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 note that the shipment of a return is to be independently arranged and covered by the customer. Item(s) must be received back to our warehouse within 30 days from the delivery/pick-up date. Eternity Modern will not responsible for any losses/damages during the return shipping process, and we recommend insuring your shipment for peace of mind.

We kindly request that customers obtain our approval before arranging their own shipping for returns. This ensures that the return process runs smoothly and that we can properly track and receive your item(s). Additionally, we will not be able to issue a refund if the return has not been approved.

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 select White Glove Service, please request to keep the packaging if you are considering a return.

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. 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 (less the 20% restocking fee and/or other applicable fees) will be issued once the item is received and inspected at our shipping warehouse, original shipping fees and white glove delivery fees are non-refundable. 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.

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 [email protected]tymodern.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 [email protected] right away and our claims staff will work with you to determine the appropriate steps.

Actual photos of defect 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. 

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.

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"

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.