FAQ

Q: I am concerned about submitting my credit card information online. Is it safe to place an order on your site?

Yes, absolutely safe. Your credit card information is transferred using the same 256 bit encryption and physical security that banks use.

Q: Can I place my order by phone?

Absolutely! We love to talk to our customers.

Q: What types of payments do you accept?

Payment options are PayPal, Visa, Mastercard or wire transfers.

Q: How much is shipping?

See our delivery page for shipping charges.

Q: Do you charge sales tax?

  • USA - No! The Supreme Court in 1992 ruled that out-of-state retailers could not collect taxes for the State.
  • Canada - we are required to collect Provincial and Federal taxes (PST, GST, HST), whichever is applicable to your province/territory.

Q: When do you charge my credit card?

When you place the order.

Q: Order confirmation?

An order confirmation email is sent to you when you place the order

Q: Can I get an inside delivery or White Glove delivery?

The Standard Shipping is a “to door” service. For an additional fee we would be happy to arrange for an inside delivery or White Glove delivery. We encourage anyone who feels they would be unable to get their order from the ground level front door to their room of choice to consider the following upgrades upon checkout:

  • To Room – our delivery team will bring your order inside your home to the room of your choice.
  • Assembly – our delivery team will place the furniture in your room of choice, unpack, do full assembly.

Q: How will my furniture ship?

novomodern.com’s Customer Service Team reviews each order and determines the best shipping method. novomodern.com will use courier if the quantity and size of cartons can be shipped that way. If the cartons are over-sized or pieces are fragile, novomodern.com will use a White Glove delivery service.

Q: Can I track my shipment?

Our Customer Service Team will send an email once your order has been shipped. Your confirmation email will include the tracking number and whenever possible an estimated delivery date.

Q: Will I get a call when the furniture is going to be delivered?

Our delivery agents will contact you to arrange a day and time for delivery when you will be home. They will also contact you on the day of the delivery, just to make sure you have not forgotten that they are coming. Unfortunately if your order was shipped with FedEx you will not be given advance notice as to when they will deliver.

Q: Do you ship outside the continental United States? Can you ship to APO / FPO addresses?

Unfortunately, no.

Q: May I change the shipping address after I placed the order?

Please contact our Customer Service Team immediately if you wish to change the delivery address. We may be able to meet that request if your shipment hasn’t left our warehouse yet.

Q: What happens if I miss my delivery appointment with the carrier?

Contact the carrier to arrange another delivery appointment. If there is a re-delivery charge assessed by the carrier, you must pay it directly to the carrier.

Q: I ordered multiple items but they did not arrive together.

Don't worry, all your items are most likely going to arrive soon. Sometimes items in your order are shipped separately because they are coming through different factories or different shipping companies. And sometimes an item comes in several boxes and, despite our best efforts, may not be delivered together. Contact our Customer Service Team if your order does not arrive within its delivery estimate and we will work with our carriers to get your packages to you right away.

Q: If I returned my order and I paid by credit card, what happens next?

Please see our Return Policy.

Q: Can I cancel an order?

Orders cancelled after 48 hours are subject to $20 administration fee because our staff works hard to get these orders in line and ready. If the order is cancelled after it leaves our warehouse you will be responsible for return shipping and other charges that may occur on top the administration fee. 

Q: What should I do if my shipment is damaged?

Take pictures and write down as much detail as possible. Contact our Customer Service Team right away and we’ll take care of the rest.

Q: What should I do if the products are defective?

Your item comes with a one year warranty! Take pictures and write down as much detail as possible. Contact our Customer Service Team right away and we will work with the manufacturer to replace or repair the defect.

Q: What is your warranty policy?

novomodern.com will replace or repair any material or workmanship defect. Our manufacture warranty is one year from date of shipping. For warranty to be in effect, products must have been used for its intended purpose through normal use; products are not covered by warranty if used for commercial purposes or defect is from causes beyond normal wear and tear.

Q: Are finish colors accurate?

All photos on our website have been taken by professional photographers under lighting conditions that are typical in a house. We try to accurately show the finish color and texture as best we can. How these photos display on any individual monitor and output from any printer can vary widely based on the different settings. If we can be of assistance in selecting the right furniture for your situation (style, dimensions, color, etc.) contact our Customer Service Team as we are here to help.