FAQ
Frequently Asked Questions
Ordering
How do I know if an item is available?
Product availability is shown on the product page when available. If an item is out of stock, backordered, made to order, or available for pre-order, the product page should show the relevant status or estimated timing.
Can I change or cancel my order?
Please contact us as soon as possible at support@themodhome.com.
Changes or cancellations may not be possible after an order has entered processing, shipped, transferred to a freight carrier, or been scheduled for delivery.
What currency are prices shown in?
Prices on themodhome.com are shown in U.S. dollars unless stated otherwise.
Do I need an account to place an order?
If guest checkout is available, you may place an order without creating an account. Please use an email address you can access, since order confirmations and delivery updates may be sent by email.
Products and Measurements
Are product colors exactly the same as the photos?
We work to show product colors clearly, but colors may vary because of screen settings, room lighting, photography, fabric dye lots, wood grain, stone pattern, leather texture, metal finish, and natural material variation.
How should I check if furniture will fit my home?
Please review the product dimensions before ordering and measure the full delivery path. This includes doorways, hallways, stairways, elevators, room entrances, turns, corners, and the final placement area.
If the item cannot be delivered because of access limitations, building restrictions, or measurement issues, additional carrier fees may apply.
Do items require assembly?
Assembly requirements vary by item. Product pages may include assembly notes when available.
Unless specifically stated, delivery does not include assembly, installation, wall mounting, electrical work, or removal of existing furniture.
Are natural material variations considered defects?
Natural materials may vary in tone, grain, veining, markings, texture, and finish. These differences are part of the character of materials such as wood, stone, leather, fabric, and metal finishes, and are not usually considered defects.
Shipping and Delivery
Where do you ship?
Themodhome currently ships to eligible addresses in the United States. Some remote areas, islands, P.O. boxes, military addresses, and freight-restricted locations may not be eligible.
How long does delivery take?
For in-stock parcel delivery, the estimated total delivery time is usually 11 to 22 business days from the order date.
For in-stock freight, curbside, or threshold delivery, the estimated total delivery time is usually 30 to 55 business days from the order date.
For room-of-choice or white glove delivery, the estimated total delivery time is usually 35 to 60 business days from the order date.
These estimates include order processing time, international freight when applicable, customs clearance, local carrier routing, and appointment scheduling time. Made-to-order, pre-order, and backordered items may take longer, and the product page should be reviewed for item-specific timing when available.
How long does order processing take?
Most in-stock parcel orders begin processing within 3 to 7 business days after payment is completed and order details are reviewed. Most in-stock oversized furniture orders begin processing within 5 to 10 business days.
What delivery service will my order use?
Delivery service depends on the item, destination, and carrier availability. Orders may ship by parcel delivery, curbside delivery, threshold delivery, room-of-choice delivery, or white glove delivery when available.
What counts as a small package item?
A small package item is an item that can usually travel through a standard parcel carrier without a scheduled furniture delivery appointment. This may include smaller home decor, accessories, replacement parts, compact furniture pieces, or other items that fit within parcel carrier limits.
As a general reference, UPS and FedEx parcel services commonly allow packages up to 150 lb, up to 108 inches on the longest side, and up to 165 inches in length plus girth. The final delivery method still depends on the packed size, packed weight, fragility, number of boxes, carrier rules, delivery address, and checkout classification.
What counts as oversized furniture or freight delivery?
Oversized furniture or freight delivery usually applies to items that are too large, heavy, fragile, or bulky for standard parcel handling, or items that require scheduled delivery, a pallet, multiple cartons, two-person handling, curbside delivery, threshold delivery, room-of-choice delivery, or white glove delivery.
Common examples include sofas, sectionals, beds, large dining tables, large cabinets, stone or marble pieces, oversized chairs, and multi-box furniture orders.
What is curbside delivery?
Curbside delivery usually means the item is delivered to the curb, driveway, garage, loading area, or another accessible point near the delivery address. It does not usually include delivery inside the home, unpacking, assembly, placement, or packaging removal.
What is threshold delivery?
Threshold delivery may place the item across the first dry threshold of the home or building when the carrier service allows it. It may not include stairs, room placement, unpacking, assembly, or packaging removal.
Will I receive tracking information?
Tracking information or delivery appointment details will be provided when available. For freight or white glove deliveries, the carrier may contact you to schedule a delivery window.
What should I do when my furniture arrives?
Inspect the packaging and item as soon as possible. If anything appears damaged or incorrect, contact support@themodhome.com within 48 hours and include photos of the item, packaging, shipping label, and affected area.
For freight deliveries, note visible damage with the carrier when possible before signing the delivery receipt or bill of lading.
Should I keep the packaging?
Yes. Please keep the original packaging until you have inspected the item and are sure it will work for your home. Packaging may be needed for a damage claim or approved return.
White Glove Delivery
Do you offer white glove delivery?
White glove delivery may be available for select products and eligible addresses. Availability, cost, and service level vary by product, destination, local carrier coverage, and building access.
What does white glove delivery include?
When available and confirmed for your order, white glove delivery may include appointment scheduling, room-of-choice placement, limited unpacking, and packaging removal depending on the carrier service level.
Does white glove delivery include assembly?
White glove delivery does not include assembly, installation, wall mounting, electrical work, plumbing, furniture removal, or structural modifications unless specifically confirmed in writing.
What should I prepare for a white glove delivery?
Please clear the delivery path, measure access points, secure fragile items, arrange elevator or loading dock access if needed, and confirm that someone 18 years of age or older will be present during the appointment.
Returns and Refunds
What is your return window?
Eligible items may be requested for return within 30 days of delivery.
How do I start a return?
Email support@themodhome.com with your order number, the email used at checkout, the product name, and the reason for the return request. Returns must be approved before being shipped back.
Who pays return shipping?
Unless the item arrived damaged, defective, or incorrect, customers are responsible for return shipping costs and related carrier fees.
Can I return furniture without the original packaging?
Large furniture is more likely to be damaged during return transit without proper packaging. If the original packaging is missing or unusable, a return may require additional packaging review, carrier approval, or repackaging fees. In some cases, a return may not be possible if the item cannot be safely transported.
When will I receive my refund?
After an approved return is received and inspected, approved refunds are issued to the original payment method. Please allow up to 10 business days after approval for the refund to appear on your statement.
Customer Support
How can I contact Themodhome?
Email: support@themodhome.com
Phone: +1 657-331-2855
Address: 621 17th St suite 200, Denver, CO 80202, United States
Customer support hours:
Monday to Friday, 9:00 AM to 7:00 PM PT, excluding major U.S. holidays.
