A black background sits behind a small square glass endtable. Displayed on top is a white sculpted face with the top of the head cut off and a plant rests inside. Next to it is a bowl of seashells, a lantern, and a small bonsai.

FAQs

How can we help you?

Shipping

Our processing times are a reflection of the quality of our products. Because every product in our store is handmade and/or 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 $50 CAD except for international fees such as duties or taxes.

You can always track your order with the tracking number we provide you after purchase or by logging into your account to see your order history.

If your items have not arrived or are missing in transit, please contact the shipping company responsible for the delivery. 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 reach out to us with the details of your order and conversation with the shipping company. We are not responsible for items that go missing or are damaged during transit. 

Returns

We currently do not offer the ability to exchange items on our website due to the nature of our products and 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 for: Custom or personalized orders, Perishable products (like food or flowers), Intimate items (for health/hygiene reasons), Items on sale or clearance, Completed build-at-home pieces, and Gift cards/certificates 

Most 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 refund either by refunding 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. We double-box many items, and we refuse to sell products that are easily damaged during shipping. If an item does arrive damaged please notify us within 7 days. Please note that we may request photo evidence of the damage and will discuss with the shipping company before refunds are issued.

Other

All custom and personalized orders come with reasonable variability. 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, glitter, acrylics, wood, concrete, 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 do now offer wholesale. 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 

We are an online retailer, so we do not have a physical store location for the time being. Our goal at Modero is to make finding handmade and custom products easy for our customers regardless of where they live in Canada. As such, we plan to continue growing as a small online business for the foreseeable future. 

Have more questions?

If we haven't answered your questions above, please reach out to us via our contact form for further details and assistance. You can also reach out to us by phone or on Facebook.