Contact Us
We would love to hear from you and learn more about your experience with us. You can use this form below or email us directly at support@moderodecor.ca and we'll get back to you as soon as possible. Be sure your check out our frequently asked questions below this form for additional support while we process your request.
FAQs
Below are some of our most common questions:
Shipping
Our processing times are a reflection of the quality of our products. Because every product in our store is handmade or has handmade elements and/or is custom, it may take a few days to weeks to complete your order. If you ever have any questions about the status of your order, please feel free to email us for updates.
We now ship internationally! All shipping fees are covered on orders over $49 CAD except for international fees such as duties, remote fees, or taxes.
You can always track your order with the tracking number we provide you after purchase via email. Please note that it may take a few days to receive a tracking number as your order is being processed by the courier. When receiving the tracking number, please allow 24-48 hours for some courier sites to update progress.
If your items have not arrived or are missing in transit, please contact the shipping company responsible for the delivery. You can find these details when yoiu search your tracking number. Once the product leaves our warehouse, the delivery company becomes responsible for its possession and safe arrival. We can try to contact them on your behalf, but we strongly advise that you attempt to contact them first; if the case cannot be resolved, please then reach out to us with the details of your order and conversation with the shipping company. We will discuss the refund and next steps.
Refunds & Returns
We currently do not offer the ability to exchange items on our website due to health and quality concerns, the nature of our products, and our business model. Please ensure to purchase conscientiously.
Because of the nature of these items, unless they arrive damaged or defective, we can't accept returns and will not issue refunds for for:
- Custom or personalized orders
- Intimate items (for health/hygiene reasons)
- Items on sale or clearance
- Completed build-at-home pieces
- Gift cards/certificates
Most elligible customer returns are free. International fees, taxes, and shipping charges will be paid in full by Modero. Please note that on rare occasions the customer may be required to pay this upfront. If this happens, please send us proof of return purchase and we will discuss compensation. If the product arrives damaged, you MUST contact us when you receive the package to inform us that it is damaged. We are not responsible for damages that incur on the customer's behalf after delivery. If the item is not returned in its original condition (unless damaged already), the buyer is responsible for any loss in value.
You can receive your money back either by refunding to your method of payment OR in-store credit that can be used towards future purchases. If all conditions are met, you will be refunded to your method of purchase, usually within 4-10 business days.
We package all of our products well so they arrive on your doorstep snug, safe, and secure. If an item does arrive damaged please notify us within 7 days. Please note that we may request photo evidence of the damage including box and will discuss with the shipping company before refunds are issued.
Additional Support
All orders come with reasonable variability due to the nature of materials and handmade processes. Please note that most of the photos in our store are displays of the approximate product you will receive. Because these orders are custom-made with products we cannot completely control, such as resin, acrylics, wood, concrete, seagrass, hemp, rattan, ceramics, etc., there will be some variability from the store photos. However, with careful attention to detail and expert skill, the integrity of the products will remain the same.
Because every product is unique, please see the item details for handling care before purchasing! We are not responsible for damages the customer incurs by not following the handling instructions outlined on our product page.
We are proud to announce that we now offer wholesale for anyone who creates an account with Modero. The majority of our items are already at significantly lower prices than similar competitors and are tax free, so we offer fair wholesale pricing based on total quantity purchased.
Our wholesale model is as follows:
Cart Total: 10 items = 10% off
Cart Total: 25 items = 15% off
Cart Total: 50 items = 20% off
Cart Total: 250 items = 25% off
Cart Total: 500+ items = 30% off
As of now, Modero is strictly an online retailer operating in Canada but shipping worldwide. However, we do plan to change the way you shop for quality, luxury decor with an immersive experience in the forseeable future.
We are actively looking to expand our brand with professional international artisans, creators, and craftsman. If you are looking to grow your audience and product reach, consider checking out our partnership page for more details!