• Confidentiality: All user personal and financial information is kept strictly confidential.
• Encryption: We use SSL (Secure Sockets Layer) encryption technology to transmit orders securely over the internet.
• No Third-Party Sharing: We never share your details with third parties for marketing purposes.
• Comprehensive Security Measures: Our website is equipped with robust security measures to prevent the loss, misuse, and alteration of your information.

• Standard Purchases: We accept Visa, MasterCard, and American Express.
• Trade Projects: We offer customized payment solutions tailored to meet your specific requirements. Please contact us directly at info@eternitymodern.com or call 1-800-993-0903 to discuss payment options for trade orders.

• Policy: Only one discount code can be applied per order. Multiple discount codes cannot be combined.
• Trade Accounts: Trade accounts already have an embedded discount, meaning website coupon codes will not stack with trade discounts. Trade clients should select and use the single most valuable discount when placing their order.
  
  Your trust is important to us, and we are committed to maintaining the highest standards of security to protect your privacy.

In-Stock Orders

• Change Window: Modifications can be made within 1 day of the original order date.
• Cutoff: Orders cannot be changed or canceled once they have shipped.

Made-to-Order (Custom) Items

• Change Window: Modifications can be made within 6 days of the original order date.
• Late Requests: If you need to make changes after the 6-day period, reach out to us. While changes cannot be guaranteed once production starts, we will do our best to accommodate your request (note: additional charges may apply).

Updating Your Shipping Address

• Deadline: You can update your shipping address up to 24 hours before your order ships. Once the shipment has been dispatched, the address cannot be changed.
• Potential Fees: If items have already left our distribution center and partner carrier fees are incurred, additional charges may apply for re-delivery attempts or holding fees.

Need Assistance?

• Email: info@eternitymodern.com
• Phone: 1-800-993-0903
• Live Chat

Via Your Account:

• Log In: Sign in to your account on our website.
• Check Status: Navigate to the order status section to monitor live updates.
• Note: To use this method, you must have been logged into your account at the time the order was placed.

Quick Track (No Login Required)

• Click ‘Track My Order’ on our website.
• Enter your email address and Order Number.

Need Help?

• Email: info@eternitymodern.com
• Phone: 1-800-993-0903

Eternity Modern welcomes custom orders using your own material (COM) for designer furniture, accessories, and custom products. Please review our important COM guidelines below.

Order & Customization Policy

• Final Sale: All COM orders and special customization requests (including using Eternity Modern materials not listed on the product page) are final sale. They cannot be canceled or returned once confirmed.

Production & Delivery Timelines

• Lead Time: Production begins only after your COM arrives at our manufacturing facility. We are not responsible for delays or added costs due to material shortages.
• Delivery Window: Once your material reaches our warehouse, it is couriered to our manufacturer. The entire production and shipping process typically takes 14–18 weeks to arrive at our distribution center, subject to customs clearance, before final dispatch.
• Coordination: Please notify us immediately if you foresee any delivery delays to avoid extra fees. For more details, see our Hold Policy.

Material Quantity & Shipping

• Quantity Requirements: When providing multiple fabric rolls, please include an additional yard per roll to accommodate potential manufacturing defects.
• Storage & Freight: Excess COM material will not be stored or returned. Customers are responsible for all freight charges required to ship COM to our warehouse.

Quality Control & Material Suitability

• Upholstery Suitability: We reserve the right to reject any COM upholstery that is inadequate or does not align with our manufacturing standards. We are not liable for unsatisfactory results if a chosen fabric is unsuitable for our process.
• Defects & Flaws: While we inspect fabrics, some imperfections may go unnoticed. Eternity Modern is not responsible for receiving defective fabrics, color inaccuracies, or dye lot variations. Discovered flaws may require additional yardage and production time.

Compliance, Performance & Warranty

• Flammability Compliance: It is the customer's responsibility to ensure all COM materials meet applicable safety, regulatory, and flammability standards.
• No Warranty: We cannot predict how COM will wear over time. Eternity Modern offers no warranty on COM and is not liable for fading, stretching, wear, unraveling seams, or performance issues.

Ready to Start Your Custom Order?
For further inquiries or to discuss a COM project, please contact us at info@eternitymodern.com or reach out through our customer support channels. We look forward to creating your commissioned piece!

Shipping Fees & Costs

• Fee Structure: Shipping fees are based on the product's total value before taxes and promotions. These charges follow our fee structure and do not directly represent actual carrier costs, as we cover a significant portion of the shipping expense.
• Remote Fees: Additional shipping charges may apply based on your location, especially for remote areas. For made-to-order items with longer lead times (8–12 weeks), if your address is later classified by the carrier as a remote delivery zone, an additional shipping surcharge may apply.

Standard Curbside Delivery

• Timeline: Can take up to 15 business days from when the order leaves our warehouse to the final destination.
• Service Scope: Partnered carriers focus strictly on delivering to the curb. They will not enter your property/premises, move items into the lobby, up steps/stairs, or to the front door. It does not include entering apartment buildings.
• Exclusions: Does not include item assembly, removal of packaging materials, or breaking down pallets into individual items.
• IMPORTANT: An adult (18+) must be present at the time of delivery to sign for the order. Unattended deliveries won't be approved due to liability reasons.

White Glove Delivery

• Timeline: Can take up to 15 business days to reach our White Glove partner's warehouse, after which they will contact you to arrange a delivery appointment.
• Service Scope: Includes order processing, packaging, in-home delivery to your room of choice, full assembly, and packaging/debris removal.
• Packaging Note: If you are considering a return or have concerns about your product, please retain your packaging.
• IMPORTANT: An adult (18+) must be present at the time of delivery to sign for the order. White Glove Delivery does not include electrical installations.

White Glove Preparation Checklist

• Measurements: Measure doorways and entrance paths to confirm the item will fit.
• Clear Paths: Clear the path of all obstacles like snow, ice, furniture, and debris.
• Elevators: If an elevator is needed, book it for the entire delivery window.
• Stairs: Inform us of the number of flights of stairs involved (additional charges apply for more than 2 flights).
• COI: If your building requires a Certificate of Insurance, email the COI instructions to us to facilitate a smooth process.
• Room Prep: Ensure the designated room is ready. Remove existing furniture, as the delivery team is not responsible for items not listed on the delivery order.

All damage must be noted on the delivery receipt at the time of delivery and reported within 3 days to be eligible for a claim.

Estimated Delivery Timeframes

• Location-Based: Dates shown at checkout are approximations based on your zip/postal code and depend on carrier schedules.
• White Glove Service: The estimated arrival date reflects delivery to our local agents, who will then contact you to schedule an in-home appointment.
• Multi-Item Orders: Combined shipments default to the item with the longest lead time. Use Split Shipping at checkout if you need certain items sooner (extra fees apply).

Holiday & Seasonal Delays

• Chinese New Year Impact: Orders placed between January and mid-March may experience an additional 2–4 week delay due to seasonal manufacturing and logistics pauses. Normal timelines resume after mid-March.

Anticipated Timelines by Item Type

• In-Stock Items: Ships from the warehouse within 5–7 business days.
• Pre-Order Items: Popular items being restocked. Usually takes 4–10 weeks (pending customs) to reach our warehouse.
• Made to Order: Specially crafted for you. Production and arrival at our warehouse takes roughly 8–12 weeks (pending customs).
• Custom Orders (COM & COL): Materials are couriered to manufacturing upon arrival. Total production and transit time to our distribution center is 14–18 weeks (pending customs).

Delays

• Unforeseen Delays: If your order exceeds the expected lead time, we will update you immediately.
• Need Assistance? Call us at 1-800-993-0903 for immediate updates.

Delivery Arrangements

• Large Furniture: Our carrier will contact you to schedule a date and time once it reaches your local area. You will receive a 24-hour advance notice with your specific delivery window. Appointments are typically Monday–Friday, 9 AM – 5 PM (after-hours upon request).
• Small Items: Shipped via standard courier (FedEx/DHL). No advance delivery notification is provided, but tracking is available online.
• Support: Contact info@eternitymodern.com or call 1-800-993-0903.

Warehouse Pickup

• Timeline: Schedule an appointment with our team; orders are prepared within 5 business days.
• Important Note: Due to liability, our staff cannot assist with loading large or heavy items. Please bring a suitable vehicle (cargo van/truck) and extra personnel to transport your items.

Order Holds

• Complimentary Hold: We offer a 1-month free hold at our distribution center.
• Extended Holds: A fee of $100/month applies after the first month.
• In-Transit Holds: If a hold is requested after the order leaves our facility, you are responsible for any carrier-incurred storage fees. Contact us at 1-800-993-0903 to arrange.

Rescheduling & Missed Deliveries

• Changes: To change your date, contact us at least 3 business days prior to delivery to avoid potential fees.
• Missed Appointments: You must be present for your full delivery window. Missed appointments will incur redelivery charges. Unpaid fees will trigger a return at your expense.
• Small Parcels: Someone 18+ years old must be present to sign. If missed, it will be redirected to a local access point for self-pickup, and any extra fees will apply to the customer.

Damaged Shipments

• Immediate Action: Inspect your item upon arrival. Take photos of any visible damage to the box or item, and note it on the Bill of Lading (BOL).
• Accept the delivery if the item is structurally sound despite cosmetic damage.
• Refuse the delivery only if the item is completely unusable. Note: Refusing undamaged items in a shipment will make you liable for re-delivery and storage fees within 7 days.
• Filing a Claim: Email claims@eternitymodern.com immediately with your photos. You must keep all original packaging to validate the insured claim.
• Time Limit: Damage Claims must be filed within 3 days of delivery. Used items or items delivered over 3 days are not eligible and fall under our Warranty Policy.

Defective or Incorrect Products

• Immediate Action: If your item has a manufacturing flaw or is the wrong product, take clear photos or videos documenting the issue.
• Filing a Claim: Email claims@eternitymodern.com with your media and a detailed description. Keep the original packaging as evidence.
• Return Conditions: Eternity Modern reserves the right to request the defective/incorrect unit back before a replacement is shipped.
• Time Limit: Claims must be initiated within 3 days of delivery for efficient processing. Defective claims cannot be processed for items used or delivered for more than 14 days.

Resolution Options

• Local Repair or Part Replacement: A local repair reimbursement or replacement part will be provided to fix the item first.
• Brand-New Product: Issued if repair options are completely exhausted (8–12 week lead time if out of stock).
• Blemish Discount: An optional discount if you choose to keep the item as-is.
• Note: If you prefer a full return and refund instead of a repair or replacement, our standard return policy applies, including a 20% restocking fee.

• Standard Consolidation: Orders with custom or pre-ordered items are typically held to ship together once all items are in stock to minimize your shipping fees.
• Partial Shipments: If you prefer to receive available items sooner, we can arrange split shipments.
• Please Note: Additional shipping charges will apply for split deliveries. Contact our logistics team at 1-800-993-0903 or info@eternitymodern.com for details and arrangements.

• We currently offer standard shipping to addresses in Canada and the continental US only.

At Eternity Modern, we prioritize your satisfaction with every purchase. Should you wish to return a product, please reach out to us via our Contact Us page, and our dedicated team will guide you through the process. Here are the details:

General Guidelines

• Submitting a Return Request: Please submit your return request within 14 days of delivery and ensure that the products reach our warehouse within 30 days from the delivery or pick-up date.
• Shipping Charges: Once Standard Curbside Shipping or White Glove Shipping services have been provided, the shipping charges cannot be refunded.
• Packaging: To facilitate a smooth return process, please retain the original packaging until you are certain about keeping the order. Returns without the original packaging cannot be accepted.
• Condition: Items must be returned in their original packaging and in like-new condition. Please note that products with scratches, stains, damages, or modifications cannot be returned.
• Return Shipment: Customers are responsible for arranging and covering the cost of return shipment. If you require assistance, our team is available to provide guidance; however, return shipping fees will be deducted from the product refund.
• Refund Process: Upon receiving the returned items in good condition at our warehouse, we will promptly issue a refund to your original payment method. If the original payment method is no longer available, store credit equivalent to the refund amount will be issued instead. Please note that refunds cannot be processed to a different credit card.

In Stock or Pre Order Items

For both in-stock and pre-order items, customers are required to arrange and bear all costs related to returning shipments. Although we are available to offer assistance, any shipping fees incurred will be deducted from the product refund and are the responsibility of the customer. No restocking fee will be applied in these instances.

Made-to-Order Items

These items are crafted with care; therefore, a 20% restocking fee of the product price, after discounts and taxes, in the form of store credit applies upon return. Outbound and Inbound shipping fees are not refundable. Customers are required to arrange and bear all costs related to returning shipments. Although we are available to offer assistance, any shipping fees incurred will be deducted from the product refund and are the responsibility of the customer

Custom/COM/COL/CEM Orders

Final sale; returns or exchanges are not accepted.

Warehouse Sales

Items marked as final sale, warehouse sale, and showroom samples are non-refundable and non-exchangeable.

Notice Regarding Refused Deliveries & Late Cancellations

Please note that if you refuse your order at the time of delivery due to a change of mind, or if you request to cancel an order that has already shipped, it will be processed as a standard return.

In accordance with our return policy, you will be responsible for all return shipping costs. Any applicable return shipping fees and/or restocking fees will be automatically deducted from your final product refund.

We highly recommend reviewing your order details carefully before shipment. If you need to make changes or have any questions, please contact our support team as soon as possible.

For further assistance or inquiries regarding our return policy, please contact us at info@eternitymodern.com.

• In-Stock Items: You may cancel or make changes within 1 business day of placing your order.
• Made-to-Order Items: You may cancel or make changes within 6 business days of placing your order. For made-to-order items, a 20% cancellation fee applies, issued as store credit.
• Shipped Orders: Once an order has been shipped, it cannot be canceled or changed. If you no longer want the order after shipment, outbound and return shipping fees apply. For made-to-order items, a 20% cancellation fee applies, issued as store credit.
• Custom (COM/COL/CEM) Orders: These orders are final sale and not eligible for cancellation or exchange.
• Local Deliveries: Cancelling or rescheduling within 24 hours of the scheduled time incurs a $110 processing fee.

All items offered during our Warehouse Sales , Showroom Floor Sales and Sale Page are subject to the following terms:

• Sold As-Is: All items are final sale; returns or exchanges are not accepted.
• Limited Time Offer: Offers are valid while stock lasts; no rain checks are available.
• Promotional Terms: Promotions cannot be combined with other offers or applied to previous purchases. Prices as marked. All sales are final. Cannot be combined with discount codes or other offers.
• Availability: Adding items to your cart or receiving an order confirmation does not guarantee availability.
• Out of Stock: In the event that an item is out of stock after order confirmation, a full refund will be issued promptly.
• Order Changes/Cancellation: Once an order is placed, changes or cancellations cannot be accommodated.

For further details on our final sale terms and conditions, please do not hesitate to contact us.

Additional charges may apply for special warehouse holds, residential/commercial arrangements, or consignment fees. To avoid unexpected charges, please contact us at info@eternitymodern.com before making arrangements.

Eternity Modern is not liable for any costs or expenses once the order has left our warehouse.

At Eternity Modern, we prioritize your satisfaction by backing the quality of our products with a robust warranty. Our rigorous quality control protocols ensure that every piece meets our exacting standards, crafted from premium materials to ensure lasting durability.

For added peace of mind, we recommend considering Mulberry Extended Warranty, which offers comprehensive coverage beyond our standard warranty. Explore Mulberry Extended Warranty for further details and enhanced protection.

Residential Warranty

Coverage & Duration

Enjoy peace of mind with our warranty starting from the date of delivery:

• 3 Years of Coverage: For structural failures in metal or solid wood from residential, non-commercial use.
• 1 Year of Coverage: For soft parts and workmanship-related failures (e.g., threading, piping, buttons, rubber components, and parts with glue as adhesive that come loose from residential, non-commercial usage).

Pro Tip: Adding a Mulberry Extended Warranty extends your coverage period up to 5 years and provides enhanced protection.

Warranty Services

Should you encounter a covered defect:

• Structural Frame Failures (Metal/Solid Wood): We will, at our discretion, provide replacement parts, repairs, or a full replacement. If parts or items are not readily available, the lead time may be 8–14 weeks. Customers are responsible for any labor, shipping, and handling costs.
• Workmanship-Related Issues (Piping/Rubber Components): We will either arrange for repairs or reimburse approved local repair costs upon approval of a service quote.
• Note: Eternity Modern does not guarantee local repair work and cannot provide further compensation if it is unsatisfactory.

Exclusions & Non-Covered Items

Our standard residential warranty does not cover:

• Materials: Marble/stone, paint, leather, metal finishes, fabric, fiberglass, foams, plywood, rugs, veneers, cushioning, glass, or coating materials.
• Environmental & Usage Damage: Normal wear and tear, furniture not explicitly designated for outdoor use, acts of nature (e.g., wind, floods, fires, freezing water), misuse, abuse, animal damage, burns, fabric fading, staining, mildew, cushion compression, or lack of proper care and maintenance.
• Modifications: Altered or modified products, as well as consequential and incidental damages.
• Final Sale: All items marked as Final Sale are sold as-is, exempt from regular store policy, non-refundable, and non-exchangeable.

Transfer of Warranty

• The warranty is non-transferable and ceases upon the sale or transfer of the furniture.
• The warranty becomes void if the product is transferred or removed from the mainland U.S. & Canada.

Commercial Warranty

Coverage & Duration

• 1 Year of Coverage: Covers metal or solid wood structural frame failures resulting from light commercial use (e.g., coffee shops, hotels, offices, or similar settings). Coverage starts from the date of delivery.

Pro Tip: Adding a Mulberry Extended Warranty extends your commercial coverage period up to 5 years and provides enhanced protection.

Warranty Services

Depending on the issue, we may, at our discretion, provide replacement parts, arrange repairs, or offer a full replacement:

• Replacement Parts: Estimated lead time is 8–14 weeks. Customers are responsible for all associated labor, shipping, and handling costs.
• Local Repair Reimbursement: As an alternative, we may reimburse local repair costs under the following conditions:
• The repair service quote must be pre-approved by Eternity Modern.
• Eternity Modern does not guarantee the quality of the local repair work and cannot provide further compensation if it is unsatisfactory.

Exclusions

Our commercial warranty does not cover:

• Materials: Soft parts, marble, paint, leather, fabric, fiberglass, polypropylene, foams, plywood, veneers, concrete, woven seating, or coating materials.
• Usage & Environment: Damages beyond normal wear and tear, furniture not explicitly designated for outdoor use exposed to outdoor elements, misuse, abuse, acts of nature (e.g., floods), and consequential or incidental damages.
• Transfer: Coverage terminates immediately if the furniture is resold or transferred.

How to Submit a Service Request

For prompt assistance or to file a warranty claim for both Residential and Commercial policies:

1. Email our customer service team at info@eternitymodern.com.
2. Include your order number.
3. Provide a detailed description of the issue.
4. Attach clear photos or videos of the product.

We are dedicated to resolving any issues swiftly and ensuring your ongoing satisfaction with our products.

At Eternity Modern, we offer Mulberry Extended Protection to enhance your peace of mind with comprehensive coverage for unexpected incidents. Mulberry collaborates with us to manage claims seamlessly and is dedicated to supporting you throughout your product's lifespan. Learn more at getmulberry.com.

Coverage Details

Mulberry Extended Protection covers a wide range of issues:

• 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 after the Limited Warranty expires

Coverage Start & Support

• Your Mulberry protection begins immediately upon delivery, providing peace of mind from Day 1.
• Enjoy easy claims filing online through a receiptless process and access to 24/7 customer support.

Purchasing Mulberry Extended Protection

Adding Mulberry Extended Protection to your cart is simple. During checkout, select the option to include Mulberry Extended Protection with your furniture order. Once purchased, you'll receive a welcome email from Mulberry containing your dedicated dashboard login details, where you can manage your plan, file claims, and communicate with their team.

Filing a Claim

To file a claim, log in to your Mulberry dashboard at getmulberry.com/login for a straightforward, 1-click claims process. For additional assistance, contact Mulberry's customer support team at support@getmulberry.com.

Returning Products

If you decide to return or exchange your product, please note that your Mulberry Extended Protection plan is tied to the specific item purchased. You will need to cancel the warranty with Mulberry accordingly and may need to purchase a new plan if you wish to protect a different product.

For any further questions about Mulberry Extended Protection, feel free to contact us at info@eternitymodern.com. We're here to ensure your complete satisfaction and peace of mind with every purchase.

Have a Question?

We’re here to help.

• Speak with our Customer Support: 1-800-993-0903
• Mon - Fri: 7:00 AM - 3:00 PM PST
• Chat With Us: 
• Mon – Friday 8:00 AM – 5:00 PM PST
• Sat – Sun: 7:00 AM – 3:00 PM PST
• Email Us: info@eternitymodern.com (Usually responding within 24-hours)

Approved trade members can conveniently place orders directly through their trade account, with the trade discount automatically applied.. Trade discounts do not apply on sample orders, custom order fees, COM order fees, or shipping and handling fees. Trade discounts cannot be combined with other promotions or offers, or applied to past purchases.

To apply for a trade account, please sign-in to your account or create a new one. Once logged in, select and complete the Trade Application. Upon approval, our team will notify you, granting access to exclusive trade discounts.

Discover the Excellence in Sustainable Living with Our GREENGUARD Gold Certified Furniture. 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?

• 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.
• 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.
• Environmental Stewardship: The certification reflects our dedication to sustainable practices, aligning with your values for environmentally conscious living.

Trade Clients

If you are a trade client, please contact us for the original copy of the certificate. For more information, please reach out to us at info@eternitymodern.com.

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.