Dear Modsy Customer,
As we navigate and adjust to this uncertain time around COVID-19, please know Modsy is here to support you. To help you understand changes related to COVID-19 and our service, we have provided answers to some commonly asked questions. Please refer to the below information for details on purchasing furniture and potential delivery delays. Please be assured that we're hard at work to get your order to you as quickly and safely as possible.
WILL MY ORDER BE DELAYED?
We work with many brands, and, in most cases, their fulfillment centers and delivery networks are open and operational. However, you may experience temporary delays in the delivery process as a result of additional safety measures in warehouse facilities as well as delays caused by local regulations.
We will update your Order History Portal, located under the Account Menu in your studio, with the most up to date information on your order. If you do not see an estimated delivery date for your item, this likely means that the particular brand is experiencing delays. Rest assured, we will provide you with an estimated delivery date when it becomes available.
HOW WILL I KNOW IF MY ORDER IS DELAYED?
On your final receipt, we'll provide you with an estimated delivery date for the items in your order. We will update your Order History Portal, which is located under the Account menu in your Modsy projects, with the most up-to-date information available. If you do not see an estimated delivery date for your item, it means that the brand is experiencing delays, and we will provide you with an estimated delivery date when it becomes available.
We are working closely with our warehouses and carriers to understand any delays, and updating your Order History Portal, as the information becomes available to us.
WILL MY IN-HOME OR WHITE GLOVE DELIVERY BE AFFECTED?
Some carriers are limiting In-Home and White Glove delivery service for the safety of the customer and delivery staff. They are still offering customers a "contactless" threshold delivery, meaning the carrier will deliver the order to your front door, garage, or nearest building entrance so that you can receive your purchases on time. Alternatively, you can choose to have your order held with the carrier until In-Home and White Glove services are reinstated.
Not all areas are impacted by these changes. We are working closely with our brand partners to determine which areas and customers will be affected by these changes. Please note that we will be proactively updating your Order History Portal, located under the Account menu in your Modsy projects, with the most up-to-date information available. If you do not see an estimated delivery date for your item, this likely means that the particular brand is experiencing delays, and we will provide you with an estimated delivery date when it becomes available.
AFTER MY ORDER IS PLACED, CAN I CHANGE MY SHIPPING ADDRESS DUE TO COVID-19?
As soon as your order is placed, our team will begin processing it. Because of this, we are unable to make changes to an order once it's placed. We encourage all customers to wait to place their orders until they have a confirmed final shipping address so that we can ensure a smooth delivery.
As the recipient, you may contact the carrier to request a hold on your delivery. Please note that you may incur additional fees depending on the individual carrier's policy and the duration of the hold.
I HAVE AN ORDER SHIPPING TO AN AREA IMPACTED BY GOVERNMENT RESTRICTIONS. WHAT DO I DO?
TRUCK DELIVERIES
Some carriers are limiting In-Home/White Glove delivery service for the safety of the customer and delivery staff. They are still offering customers a "contactless" threshold delivery, where the carrier will deliver the order to your front step, garage, or nearest building entrance so that you can receive your purchase on time. Alternatively, you can choose to have your order held until In-Home/White Glove services are reinstated.
Not all areas are impacted by these changes. We are working closely with our brand partners to determine which areas and customers will be affected by these changes. Please note that we will be proactively updating your Order History Portal, which is located under the Account Menu in your studio, with the most up-to-date information available. If you do not see an estimated delivery date for your item, this likely means that the particular brand is experiencing delays. We will provide you with an estimated delivery date when it becomes available.
Your health and well-being are our highest priority during this challenging time, and we apologize for the unexpected change.
STANDARD GROUND DELIVERIES
Some standard ground carriers, FedEx and UPS, are experiencing delivery delays due to COVID-19 safety precautions and local restrictions. Not all areas are impacted by these changes. We are working closely with our brand partners to determine which areas and customers will be affected by these changes. Please note that we will be proactively updating your Order History Portal, which is located under the Account Menu in your studio, with the most up-to-date information available. If you do not see an estimated delivery date for your item, this likely means that the particular brand is experiencing delays. We will provide you with an estimated delivery date when it becomes available.
CAN I CANCEL MY ORDER DUE TO COVID-19?
As soon as your order is placed, our team will begin processing it. Occasionally we can cancel items if they have not yet shipped. However, if your items have shipped from the warehouse, we cannot cancel your order, but would instead process your request as a return.
CAN I DELAY MY SHIPMENT?
As soon as your order is placed, our team will begin processing it. We are not able to hold orders to ship out at a later date. Items will begin to ship as they become available. You can put a vacation hold on your address with standard ground carriers like FedEx and UPS. Unfortunately, Modsy cannot do this for you, it has to be done by the receiver. With truckload deliveries like Threshold and In-Home delivery, you are contacted to schedule your delivery so you can ask for a specific date.
Note: if you request a date over 1–2 weeks out, you may incur storage fees. Truckload deliveries impacted by COVID-19 government restrictions, will not be charged storage fees to have their orders held until In-Home or White Glove services are resumed.
HOW CAN I RETURN THROUGH MODSY?
STANDARD GROUND RETURNS
All Modsy standard ground returns are returns by mail. You can still return your items by mail at this time. All returns must be made through Modsy and not a brand affiliate, for you to receive your refund through Modsy. Please note: some brands are experiencing delays in processing returns due to COVID-19 restrictions. For those brands, they are extending their return policies to accommodate the delays in return processing. Please contact us with your return request and Modsy will provide you with return instructions per the specific brand's requirements.
IN-HOME DELIVERY RETURNS
In-Home Delivery items will need to be scheduled for a return pickup. Return pickup appointment windows are currently limited due to COVID-19 restrictions. All returns must be made through Modsy and not our brand affiliates, for you to receive your refund through Modsy.
Please note: some Brands are experiencing delays in processing returns due to COVID-19 restrictions. For those brands, they are extending their return policies to accommodate the delays. Please contact us with your return request and Modsy will provide you with return instructions per the specific brand's requirements. See below for contact information.
WHEN TO CONTACT US?
**Due to an increase in requests during this time, we ask that you try these steps first before contacting Modsy's customer service:
Try this first: Check your Order History Portal for the most up-to-date information regarding your order. If you see a notice on COVID-19 delivery delays, please note that we cannot guarantee a delivery date. We will update your Order History Portal as soon as we have more information. We kindly advise you to refrain from contacting us unless it is for one of the reasons below.
Shipping ETA Questions: We suggest contacting us if your estimated delivery dates have passed, but not before. If your item is still within the estimated delivery dates stated in your order history portal, please note there is no additional information.
Return Request: Please contact us to process your return request. Modsy will provide you with return instructions per the specific brand's requirements. If your item is damaged, we will require photos of the item as well as the packaging to initiate the return process.
Cancellation Request: Please check your Order History Portal to see if an item you wish to cancel has shipped out or not. We may be able to cancel items if they have not shipped. However, if your items have shipped from the warehouse, we are not able to cancel and would then process your request as a return. If your item has not yet shipped in your Order History Portal and wish to cancel, please contact us.
HOW CAN I CONTACT CUSTOMER SERVICE?
Our customer support team is available to assist you via email and chat during this time.
If you require an immediate response, we suggest you chat with us by logging into your account for live support. Otherwise, we will respond to emails within 24-48 hours.
Please note: We are currently seeing an increased volume of customer requests due to COVID-19. If you have already sent us an email, please refrain from sending follow up emails. Rest assured, we will respond as soon as possible.
Our customer support team is available via email and chat between:
- Monday–Friday 7 AM–5:30 PM PST
- Saturday–Sunday 9 AM–5:30 PM PST
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