FAQ

General

Even though Modloft is primarily an online-only retailer, we do have a flagship showroom in Miami. Nestled on a side street in North Miami is an incredibly sleek showroom filled with the most desirable, iconic designs in our collection.

Additional showrooms are in the works (we're looking at you, NYC & LA).

Yes! We love working with designers and industry professionals. Please review our trade program and submit a quick and easy application to get started. Once approved, we will provide you exclusive trade discounts and exclusive access to members of our trade support team. We're always ready to assist with any project, big or small.

We sure do! You can learn about our program here.

Not at the moment but both are in development and on the way.

Modloft is fully operational, yet dealing with the same supply chain bottlenecks as everyone else. To maintain transparency and set realistic expectations, we are updating our general shipping times on our shipping page. Please check this page for updates.

You can find out everything you want to know right here.

We offer a one year warranty on our furniture against manufacturing defects applicable to the original owner effective from the date of delivery. Warranty does not apply to any conditions resulting from faulty installation, outdoor use, misuse or expected wear. In the event that you find yourself experiencing an issue with our warranty, please connect with us so we can make it right.

Additionally, we offer accident protection plans through a partnership with Extend, in 2-, 3-, and 5-year options.

Product

We design all of our product on-site in our Miami HQ in conjunction with premier international furniture designers. Our design team is perpetually developing new items that set the mark for attainble luxury.

We manufacture our products in 8 countries. Each product is made in a country of origin that specializes in the required skilled labor and materials needed to produce that product. Wood from Brazil, glass from Italy, and upholstery from here at home in California.

Yes, and they're free! As long as the swatch you request is available on a given item, we will send them out the following business day. To order, just visit any product page and hit the "order swatches" button.

We do our best to source materials that are environmentally sound and safe for home use. If you have questions about materials and treatments used for any specific product, get in touch and we’ll tell you all about it.

You can find all the assembly instructions on individual product pages, under the "Downloads" tab.

We stand behind the high quality of our products and recommend a number of them for commercial use. If you have specific requirements or need to know which products are better suited for your application, ask us a question.

In the product page, under Reviews, you will find an FAQ section for that product. All questions and answers from other customers will appear there. Don't see the question on your mind? No problem, just ask it yourself and someone will provide an answer right away!

Payments

You will be charged for your order when you place it. If for any reason you decide to cancel before your order processes and ships, you’ll be refunded in full.

We do! Modloft is partnered with Affirm, who offers amazing deferred payment and financing options. The option to pay with Affirm is offered at checkout. If you're interested in financing or learning more about Affirm, simply look for messaging on any product page or select the Affirm option at checkout and follow the quick and easy prompts. It's safe, fast and extremely convenient!

Yes! Our checkout page does accept most internationally based credit cards. We only ship within the contiguous USA but if you're credit card is issued outside the US, we got you covered!

Additional security clearance may be required and a payment specialist will be in contact with you, if necessary.

Promotion codes are entered at time of checkout, in a promotion code field. This is only for offers that include a promotion code. Only one promotion code may be used at a time, and promo codes cannot be combined with other promotional offers. If there are multiple discount offers available to a customer, we always invite them to take advantage of the best one they can!

Additionally, a promo code is not eligible on items already marked down.

Ordering

Absolutely. Call us anytime at (800) 601-7422. We’re standing by from 9am-7pm (EST). We will take your order over the phone but will send you an email to complete the payment. For your security, we do not take credit card numbers over the phone.

We work with commercial orders every day and would be happy to assist you. Our Business Sales team are all trained in commercial order assistance. Any team member will be able to assist you in planning, pricing, styling, etc. Please contact us to begin.

Yes, we charge sales tax to any state where we have nexus (a legal obligation to collect). To see if your order is subject to tax collection, simply proceed through checkout.

As soon as your order ships, we’ll send you a confirmation email with tracking information. You can also log into your account at anytime to see your order history and the status of any orders that you have placed.

Get in touch with us as soon as you need to make an edit to your order, whether change of address or change of product. In some cases, we will simply cancel your original order and reissue you a new order with the desired change. Once shipped, we are no longer able to make any changes to your order.

In the event that you’d like to cancel, reach out to us within 24 hours of placing your order and we’ll refund you in full. If you request a cancellation after 24 hours of placing your order, there may be a forfeiture of the shipping fees if the order has shipped. Otherwise, we'll refund you in full. Once your order has been shipped it is no longer subject to cancellation, but may be returned in accordance with our return policy.

As soon as your order ships, we’ll be in touch with a Shipping Confirmation Email which will include the tracking and carrier information. You will also be able to sign up for tracking updates via SMS to your mobile phone.

Shipping

We offer free white-glove delivery in select markets:

Florida, New York-New Jersey-Pennsylvania-Connecticut, Texas, Nevada, and California.

For customers outside select markets, shipping fees are based on total order value and delivery location (zone). All deliveries are made with a White-Glove service (in home, room placement, and assembly).

Rates begin at $199 on the entire order.

Please note, small parcel items that qualify (in size) for commercial shipping (i.e. Fedex) are not eligible for in-home or white glove service.

Swatches always ship free!

We ship anywhere within the contiguous United States. Unfortunately, we don’t ship internationally or to Puerto Rico, Alaska & Hawaii. But if you just gotta have it, we can deliver to any reshipper, upon your request, that is located in the contiguous US.

In stock items leave our warehouse within 5 business days of order placement. In some locations, it's 24-48 hours.

Orders that contain in-stock items and backordered items will first require your confirmation on whether you want the items shipped separately or all together.

Most of our shipments are shipped freight with specialized furniture carriers. Depending on your location, your order may be shipped to a local final mile provider in your area, who will then contact you to make final delivery arrangements.

Some smaller items are shipped small parcel with Fedex or UPS to your doorstep.

You can track your delivery via the link sent to you in your shipping confirmation email, or you can sign up for text updates from a link in this same email.

No problem. Just reach out to us ASAP to let us know the details of your request. We’ll make it work. Keep in mind that we need be aware of your request before your order ships. Once your shipment has left our doors, we won’t be able to accommodate any holds before delivery.

If you need to change your address after placing an order please get in touch with us within 24 hours so that we can edit the info in our system before it ships. Keep in mind that once your shipment is on the way, it becomes more difficult to reroute it. Of course, we’ll do whatever we can to assist, however you may be responsible for rerouting charges.

Due to continuing global shipping and delivery constraints, most orders are being delivered within 6-9 weeks.

When should I expect to hear about my shipment?

You will receive tracking from the final mile carrier typically within 5-6 weeks, and a call or email to schedule within 1 week of your delivery date.

Why the large range in delivery times?

Order specifics matter greatly. Delivery times are determined by your location, the item's stocked location, and the carrier's routing to your area. Based on these factors, there are cases where delivery may be significantly faster than 6-9 weeks (some locations in less than a week).

Please reach out to us directly for the best estimates. Call us at 800-601-7422, connect with us here, or via chat. Include your location and the items you are purchasing for the most accurate response.

We want your furniture to be in your home as soon as possible but we are not able to expedite shipping. Specialized furniture carriers do not operate similarly to commercial carriers, like Fedex or UPS, where expedited service levels are common. Because of the size and distances, it simply is not an effective option in the industry.

You can log into your account at anytime to see your order history and the status of any orders that you have placed. As soon as your order ships, we’ll send you a confirmation email which will contain tracking & carrier information. You will also have the opportunity to sign up for SMS updates on your phone.

Yes. You or someone authorized to receive on your behalf should be home at the pre-arranged delivery window.

A signature is required upon completion of delivery to confirm you received your order correctly and in good condition.

Please inspect your package immediately to ensure it didn’t get damaged during delivery. We make a valiant effort to prevent this with our specialized packaging design, but unfortunately we can’t control what goes down between our door and yours. In the event that your product has sustained damages of any kind, note the damage with the driver on the paperwork and reach out to us within 48 hours of delivery.

If the damage is minor/cosmetic, keep the furntiure and contact us for options.

Keep calm, snap a few pics of the problem (including the packaging) and send them over to us. We’ll get it taken care of. Deep breaths.

Please ensure that all damages are reported within 48 hours of delivery to facilitate an easy return. Send us the details via our Initiate Return option in our Returns page.

First, double-check the boxes as hardware and parts sometimes blend into the packaging materials and get left behind. Then, check inside drawers as some parts are packed internally. If all else failes, reach out to us as soon as you can so that we can get you what you need as soon as possible.

Yes! Modloft's delivery partners are all fully insured and are more than happy to provide any necessary documentation that your building may require. Please send a request to our Support team as soon as you place your order so we may best assist.

NOTE: Requests for COI's must be received within one calendar week of the date of delivery to avoid delays or rescheduling. In the event that it is too late for your delivery to be rescheduled, a re-delivery fee may be assessed on your order.

Unfortunately, our delivery partners are unable to offer that service at this time. Need someone to take away your old furniture? Our customer support team has some great, free suggestions for you, so please feel free to contact us for recommendations.

Returns

You’ve got 30 days to try out your new home addition in whatever way suits you best. If you decide within those 30 days that you’d rather not, let us know and we’ll come pick it up. Once it arrives back here, we’ll process your refund, less shipping charges. A restocking fee may apply.

Please note that we do not offer returns on any discounted and discontinued items from our Sale section. Those items are sold as Final Sale.

If you plan to return your order for any reason, we ask that you do so with the original packaging, padding materials included. If the delivery team took the packaging back with them, that is fine too - although it may add some days to the pick up request.

Your refund will be processed 1-2 business days after your order returns to our warehouse. Please allow up to 5-7 business days for it to show up in your account. If for whatever reason you don’t see it after this time, please contact us and we’ll investigate.

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