Frequently Asked Questions (FAQs) | Modterra Home

Frequently Asked Questions

Welcome to the Modterra Home FAQs. Here you will find answers to common questions about orders, shipping, returns, products, payments, warranties, and support. If you do not see your question answered here, you are always welcome to contact us directly.

Orders & Accounts

1. How do I place an order?

Browse our collections, select your item and any available options, then click Add to Cart. When you are ready, proceed to checkout to enter your shipping details and payment information. You will receive an order confirmation email after your purchase is complete.

2. Can I change or cancel my order after placing it?

We begin processing orders as quickly as possible, which means changes are time-sensitive. If you need to modify or cancel an order, please contact us right away with your order number. While we cannot guarantee changes once processing has started, we will review available options based on the status of your order.

3. Do I need an account to place an order?

In many cases you can check out as a guest. Creating an account, when available, can make it easier to view your order history, manage your details, and save time on future purchases.

4. How do I check the status of my order?

After your order is placed, you will receive an email confirmation. Once your order ships, we will send a separate shipping confirmation that may include tracking information. You can use that link to follow your order’s progress with the carrier.

Shipping & Delivery

5. How much does shipping cost?

Shipping details are clearly outlined on each product page and at checkout. For full information on shipping timelines, availability, and any exceptions, please review our Shipping Policy.

6. When will my order ship?

Processing and shipping times vary by product and availability. Many items ship within a few business days, while larger furniture pieces may require additional handling time. Estimated processing and delivery windows are provided whenever possible during checkout.

7. Do you ship outside of the United States?

Our primary focus is serving customers within the United States. Any limitations or exclusions related to shipping destinations will be outlined in our Shipping Policy and at checkout.

8. How do I track my shipment?

Once your order has shipped, you will receive a shipping confirmation email. When tracking is available, this email will include a link or tracking number that you can use to monitor your shipment with the carrier.

Returns & Refunds

9. What is your returns policy?

We want you to feel good about every piece you bring into your home. Our returns policy outlines eligibility, time frames, and conditions for returns and refunds. Please review our Returns & Refunds Policy before initiating a return.

10. Are there items that cannot be returned?

Certain items may be final sale or non-returnable due to hygiene, customization, or manufacturer restrictions. These details, when applicable, will typically be noted on the product page or within our Returns & Refunds Policy.

11. How do I start a return?

To request a return, please contact our support team with your order number, the item you would like to return, and the reason for the request. We will respond with next steps, which may include return authorization and instructions for packaging and shipping the item back.

12. When will I receive my refund?

After your return is received and inspected, we will process the refund according to our Returns & Refunds Policy. Refund timing may vary depending on the carrier, inspection process, and your payment provider.

Products & Materials

13. Are the product photos and colors accurate?

We work to present each piece as accurately as possible. However, colors may vary slightly due to screen settings, lighting, and natural material differences. Variations in grain, texture, and tone—especially in wood, fabric, and leather—are part of the character of those materials.

14. Do items require assembly?

Some pieces arrive fully assembled, while others require light to moderate assembly. Assembly information is often provided on the product page or included in the package. If you are missing instructions, please contact us with your order number and product name.

15. What should I do if my item arrives damaged or defective?

If your item arrives with visible damage or a potential defect, please document the issue as soon as possible. Take clear photos of the packaging and the item, then contact us with your order number and a description of the problem so we can review options for repair, replacement, or return.

Payments & Security

16. What payment methods do you accept?

We partner with trusted payment providers to offer commonly used payment methods, such as major credit and debit cards. Available options may expand over time as we add new payment services at checkout.

17. Is your checkout secure?

Yes. We use encrypted connections and established payment gateways to help protect your personal and payment information. For more details on how we safeguard your data, please review our Secure Checkout Statement.

18. Why was my payment declined?

Payments can be declined for a variety of reasons, including bank security checks, incorrect card details, insufficient funds, or card restrictions. If your payment is declined, we recommend double-checking the information entered and contacting your bank or card issuer. You may also try a different payment method at checkout.

Warranty, Accessibility & Support

19. Do your products come with a warranty?

Modterra Home partners with manufacturers and suppliers who may offer their own warranties. Coverage, duration, and terms can vary by product. For more information about how warranties work and what may be covered, please see our Warranty Disclaimer.

20. What if I need additional assistance or accessibility support?

We want our website and shopping experience to be accessible and welcoming. If you encounter any barriers while using our site, or if you need help completing a purchase, please contact us so we can assist you. You can also review our Accessibility Statement for more details on our approach to inclusive design.

Email (Support): support@modterrahome.com
Email (General Inquiries): contact@modterrahome.com