Frequently Asked Questions

Orders

How can I place my order?

To ensure order accuracy, we kindly ask that all orders are placed through our website or via email.

Our dedicated sales team is here to help and looks forward to speaking with you for any questions you may have. Please call (949)-643-1000 or email us at info@shomodern.com for any questions you may have; Our hours of operation are Monday-Thursday, 9AM-5PM, PST. and Friday 9 AM to 1 PM PST.

Who should I speak to about my order?

We have a full time sales team here at SHO MODERN. You will have a designated Account Representative throughout the entire sales process and they will help facilitate your order from start to finish and for all of your future orders with SHO MODERN. Please contact our Customer Service team directly at info@shomodern.com or by telephone at (949) 643.1000, Monday-Thursday, 9AM-5PM, PST. and Friday 9 AM to 1 PM PST.

How do I check the status of my order?

Please login to your account to check your order status. When you place an order with SHO MODERN, you will receive an order confirmation e-mail immediately that will include your order number and summary. If you do not have your order number, please refer to the e-mail confirmation received. You are also able to call (949) 643-1000 or email us at info@shomodern.com. Our hours of operation are Monday-Thursday, 9AM-5PM, PST. and Friday 9 AM to 1 PM PST.

If your order is in stock, your item will be prepared for shipment between 3-5 business days. If your item (s) is presently backordered, the ETA will be noted in confirmation email or subsequent communication from SHO MODERN Customer Service.

Once your items have shipped, the appointed shipper will contact you and alert you of the delivery window so you may receive and inspect your pieces. You must be present for the delivery time during the window as agreed upon with the shipper. SHO MODERN is not responsible for any fees incurred for rescheduled or missed shipments. Please make sure that you are available during your delivery window to avoid any additional charges. See Shipping information below for additional detail on delivery,

Am I able to change my shipping address after I have placed my order?

If you need to change your shipping address for an order, please contact our Customer Service team immediately at info@shomodern.com or by telephone at (949) 643-1000, Monday-Thursday, 9AM-5PM, PST. and Friday 9 AM to 1 PM PST. Monday-Friday, and we will do our very best to accommodate.

Can I update my order?

If you need to update or change your order, please contact our Customer Service team immediately. Call (949) 643-1000 or email us at info@shomoderrncom. Our hours of operation are Monday-Thursday, 9AM-5PM, PST. and Friday 9 AM to 1 PM PST.

How can I pay for my order?

Through our website, we gladly accept forms such as American Express, Visa, and MasterCard. At Checkout you may be presented other payment options as well. If you would like to pay by check or money order, please contact info@shomodern.com.

When will my card be charged?

Once your order has been submitted, we will charge your card immediately for the full invoice value to reserve both in stock and backordered product.

Does SHO MODERN charge sales tax?

SHO MODERN unless mandated by state law, collects no sales tax on orders shipping outside of California. Orders within California have Sales Tax applied as legally required. Wholesale customers with an approved Wholesale account including a valid California resale certificate on file with SHO MODERN will not be charged sales tax in accordance with California law.

I live in Alaska or Hawaii, how can I go ahead and purchase your products?

If you live outside of the contiguous United States, we are happy to quote shipping our products to you. Please contact our Customer Service team directly at info@shomodern.com Monday-Thursday, 9AM-5PM, PST. and Friday 9 AM to 1 PM PST for more information on ordering and shipping costs. Stock is not held unless purchased.

I live outside of the United States, how can I go ahead and purchase your products?

If you live outside of the United States, we are happy to quote shipping our products to you. Please contact our Customer Service team directly at info@shomodern.com Monday-Thursday, 9AM-5PM, PST. and Friday 9 AM to 1 PM PST for more information on ordering and shipping costs. Stock is not held unless purchased.

Is there an option to rush my order?

Typical preparation times for in stock SHO MODERN products take approximately 3-5 business days. Depending on the item(s) purchased, we may be able to push your item through the preparation process. Rush fees are an additional 5% on top of your order value. Please note, while we may be able to rush your items for preparations, SHO MODERN is not able to guarantee rush shipping options. Standard shipping transit times are approximately 7-21 business days within the contiguous USA for curbside delivery. White Glove delivery may require additional time. If you do require a rush shipment, please let us know at the time of order and we will make every effort to move this along as quickly as possible.

Do you offer price adjustments or price matching?

At SHO MODERN, we are committed to providing our customers with the best value possible. However, we do not offer price adjustments or price matching. This includes matching promotional prices or any price drops that occur during promotional periods, including orders placed prior to a sale. We encourage you to take advantage of our competitive pricing and keep an eye on our website for upcoming promotions and discounts. Thank you for your understanding.

Shipping

How do I know when my order has shipped?

As soon as your order has been picked up from our Los Angeles warehouse, you will receive an email notification. In this email you will be given the appointed shippers details, as well as your tracking information. If you have any questions about your delivery, please do not hesitate to contact our Customer Service team at info@shomodern.com or by telephone at (949) 643-1000 Monday-Thursday, 9AM-5PM, PST. and Friday 9 AM to 1 PM PST for more information on ordering and shipping costs.

What does your shipping include?

At SHO MODERN, we know that our customers want a simple shipping process. There are so many variables with sizes, weights, locations, pricing, timeline and many other options, we therefore thought it best to just provide FREE SHIPPING to most customers in Continental United States (Wholesale purchases exluded from free shipping offer)

We have two primary shipping options;

Standard Curbside - Item is removed off of the delivery truck to curbside or similar location in front of delivery address. It is the customer's responsibility to bring the item from that location inside the delivery address. If the item cannot be delivered because of customer missed appointment, no legal adult available to sign delivery receipt, or other customer issue which includes refused delivery, the customer may bear additional costs to redeliver or return freight. See additional potential delivery issues below.
White Glove - Delivery to designated room of choice inside your home (up to 2 staircases) + Packaging Removal+ Basic tool assembly up to 30 minutes with no mounting. It is the customer's responsibility to assure the item can be delivered safely by measuring path to desired location in home including stairwell and elevator dimensions. Many buildings, especially in urban areas or commercial spaces, require a Certificate of Insurance (COI) for deliveries. The COI is a document provided by the delivery company that verifies their insurance coverage, protecting the building management and residents from liability in case of damage or injury during delivery.
If a COI isn't provided in advance or the delivery company doesn't meet the building's insurance requirements, the delivery may be denied or delayed at Customer cost.

If delivery is hindered due to circumstances outside of the delivery parameters, the customer will bear any additional costs. Some issues that can impact delivery:

Delivery for furniture can be hindered by several factors, including:

Restricted Access: Narrow or blocked streets, low-hanging power lines, or other obstructions may prevent delivery trucks from accessing the curb.
Parking Limitations: Lack of available space for the truck to park near the delivery location can make curbside delivery impossible.
Customer’s Residence Restrictions: Certain neighborhoods or buildings may have delivery restrictions, such as no-truck zones or limited delivery hours.
Weather Conditions: Severe weather, such as heavy rain, snow, or extreme heat, may lead to the delay or cancellation of curbside delivery.
Regulatory or Legal Restrictions: Local laws or homeowners' association rules might prohibit certain types of delivery vehicles or curbside unloading.

Wholesale Shipping costs are calculated on a flat rate based order value. Orders over $5,000 net are 10%, $1,000 to $4,999 at 13% and orders less than $1,000 at 15%.

If you have any questions about shipping, please reach out to info@shomodern.com.

When will I receive my items?

Typical preparation times for in stock pieces take approximately 3-5 business days. Once your item(s) have been picked up, transit times are approximately 15-20 business days to you if you live within the contiguous USA. Please note, shipments going to North Dakota, South Dakota, Montana, Wyoming and Idaho are not standard delivery service areas. Although we do our best to push orders through as quickly as possible, organization and collection of your shipment to said areas may take up to 20 days. The third-party shipper will contact you to schedule your delivery date and time. You must be present for the delivery time during the window as discussed with the shipper. SHO MODERN is not responsible for any fees incurred for rescheduling or redelivery of your items. Please make sure that you are available during your scheduled delivery window.

I am not yet ready to receive my items, can you hold my shipment?

Due to the volume of orders we receive, we are unable to hold any in stock shipments.

We are happy to ship your items to a receiver of your choice who can hold your items for you.

Shipping, Damages & Claims

What is my responsibility when receiving an order?

Once your item has been picked up, the shipper will contact you and alert you of the delivery window so you may receive and inspect your items.
You must be present for the delivery time during the window as discussed with the shipper. SHO MODERN is not responsible for any fees incurred for rescheduling or redelivery of your shipments. Please make sure that you are available during your scheduled delivery window.
Once your item(s) have been delivered, you must fully unwrap and inspect your pieces while the shipper is present. Please check for the following:

Correct items received (please compare to your packing slip or shipping documents)
Damage to the packaging or the product

If there are damages…

Note any damages on the shipper’s paperwork prior to signing off on the shipment.
Make a copy of the paperwork noting the damage.
Take photos of the damage from up close, and standing back.
You may refuse the item(s) if you feel it is un-fixable or you do not want to wait to repair the item. Please note, immediate replacements are not always possible and lead times for replacement items can range from 2- 30 weeks.
You may accept the item(s) if you feel it is fixable and are willing to have it repaired.
Contact our office immediately to report the damage and please email copies of the paperwork and photos of the damage(s). Please contact our Customer Service team directly at info@shomodern.com or by telephone at (949) 643-1000 Monday-Thursday, 9AM-5PM, PST. and Friday 9 AM to 1 PM PST.

I received the wrong item. What should I do?

Should you receive an incorrect item, please refuse the item at the time of delivery and contact our Customer Service team at info@shomodern.com or by telephone at (949) 643-1000 Monday-Thursday, 9AM-5PM, PST. and Friday 9 AM to 1 PM PST within 24hrs or next business day to notify us of the discrepancy. We will issue a full refund immediately and the correct item will be sent if available. If the original item ordered is no longer available, a full refund will be given and a 20% discount will be offered for any replacement item.

How long do claims typically take to resolve?

We are dedicated to making any claims processes as quick and painless as possible! It is very important that once your items are received that they are thoroughly inspected prior to signing off on the paperwork- please make sure any damages are noted on the paperwork. Doing this ensures that you are covered for any damages and helps move along the claims process. Claims can take anywhere between 2-4 weeks. If your pieces are repairable and have been accepted by you, the shippers can either organize the repair, or you are free to have your repair quoted for approval by a repairman of your choice. Once the repair estimate has been submitted to us, it takes about 1-2 weeks for approval from the shipping company to move forward with the repair.

If your pieces are not repairable or have been refused, replacements can take anywhere from a couple of weeks, up to 6 months. As we are a boutique manufacturer and all items are fully crafted by hand, this makes quick replacements nearly impossible. We understand what an inconvenience this can be and we are happy to offer a full refund for the goods until your replacements arrive.

What If I need to reschedule my delivery date and time?

If you need to reschedule your delivery date and time after it has been confirmed between you and the shipper, please contact the appointed shipper immediately to notify of the change. Please note, re-scheduling or re-delivery fee’s will be charged by the shipper and will be billed to you directly. Our shipping only includes the first delivery scheduled/ attempted; you will be responsible for any fees incurred for second and subsequent delivery attempts.

What if I miss my scheduled delivery time?

If you miss your scheduled delivery time, you will incur a fee for any deliveries attempted during your delivery window, should you not be available to receive your items. The shipper will bill you directly for the missed delivery, as well as a re-delivery fee. Please note, shippers are only in areas for short amounts of time. If you miss your first scheduled delivery time, it can take up to 6 weeks for the shippers to return to your area to reschedule the items.

Return Policy

What is your policy on Returns?

At SHO MODERN we want you to love your item(s). If you wish to return your item(s) for reasons other than damage or defect, you will have (14) days from the date the item was delivered to you to send the item back to SHO MODERN. A 25% restocking fee will be applied to all returns. You are responsible for the organization and return shipping costs, with one of our preferred shippers. All items must be in original packaging, unused and in undamaged condition. Shipping fee's are non- refundable. Please contact our Customer Service team at info@shomodern.com or by telephone at (949) 643-1000, Monday-Thursday, 9AM-5PM, PST. and Friday 9 AM to 1 PM PST and we will provide you with the tools to move forward with your return. This policy applies to all SHO MODERN Collection sold at full price, please see our policy on Final Sale and Clearance Items.

What is your policy on Exchanges?

At SHO MODERN we want you to love your item(s). If you wish to exchange your item(s) for reasons other than damage or defect, you will have (7) days from the date the item was delivered to you to send the item back to SHOMODERN. A 10% restocking fee will be applied to all exchanges. You are responsible for the organization and return shipping costs, with one of our preferred shippers. All items must be in original packaging, unused and undamaged condition. Shipping fees are non-exchangeable. Please contact our Customer Service team at info@shomodern.com and we will provide you with the tools to move forward with your return. This policy applies to all SHO MODERN Collection sold at full price, please see our policy on Final Sale and Clearance Items.

What is your policy on Cancellations?

We understand that changes of heart can occur. Therefore, we do allow for cancellations up to three (3) days after order placement. Should an order be sent for order preparations, the cancelled order will incur a 10% Cancellation Fee. If you choose to re-select an item or keep the value of the cancelled goods as a store credit, we are happy to waive our 10% Cancellation fee We are unable to cancel any orders which have already shipped out.

Can I return Final Sale or Clearance items?

We do our very best to photograph, note or alert you of any irregularities on Final Sale, Clearance, or Sample Sale items before they ship. Items marked as Final Sale or items included in any Clearance Sale are not eligible for return. However, our customers’ satisfaction is our highest priority and if there is a problem with a Final Sale or Clearance item which was not photographed, noted, or disclosed to you, please contact our Customer Service team at info@shomodern.com and we will be happy to review your case.

I’ve returned my item, when will my refund be issued?

If you are returning your item(s) for reasons other than damage or defect, your refund will be posted between 1-5 business days after SHO MODERN has received your returned item. Please note, all items must be in original packaging, unused and undamaged condition. SHO MODERN reserves the rights to not issue refunds for items received damaged, used, or not in original packaging.

Can I place a special or custom order?

Unfortunately, we are unable to fulfill special or custom orders at this time. As our items are all boutique manufactured, we are unable to accommodate any special request with finishes, fabrics, sizing or materials as this greatly delays our production times.

Is there a Warranty on your items?

SHO MODERN warrants its product to be free of inherent material defects and manufacturing defects for one year from product delivery date. During this warranty period, SHO MODERN will repair the defect, or at its sole option, replace free of charge products proven to be defective. This warranty does not apply to damage resulting from accident, alteration, tampering, misuse, negligence, shipping, natural fading or abuse. To the extent not prohibited by law, neither SHO MODERN nor its affiliates will be liable to you for any incidental or consequential damages for breach of any express or implied warranty including any damages arising out of lost revenue or profit beyond repair or replacement. SHO MODERN does not warranty that our products meet your (or client’s) standard of merchantability or if use of Shine products are suitable for the purpose you intend. A clear photograph (minimum 300 DPI @ 5x7) which displays the issue(s) must accompany all warranty claims.

Do you offer finish samples?

Finish Samples are available for purchase for most SHO MODERN Collection pieces. We work very hard to assure consistency on our finishes, however, SHO MODERN items are hand finished and will vary from batch to batch. Finish Samples are meant to act as a guide, but may not be an exact representation of the finish you will receive on your SHO MODERN piece. Finish samples are offered at $10.00 each. Please note, the $10.00 fee will be refunded to you if the finish samples are returned to us in good condition.

Do you offer fabric swatches?

Fabric Samples are available for purchase for most SHO MODERN Collection pieces. We work very hard to assure consistency on our fabrics, however, due to dye lots, fabrics can vary slightly. Fabric Samples are meant to act as a guide, but may not be an exact representation of the fabric you will receive on your SHO MODERN piece. Fabric samples are offered at $10.00 each. To order a sample, please contact us with your request at info@shomodern.com. Please note, the $10.00 fee will be refunded to you if the finish samples are returned to us in good condition.

Do our products meet flamibility standards for California?

Our furniture meets the flammability requirements of the California Bureau of Household Goods and Services Technical Bulletin 117-2013. Care should always be exercised near open flame and burning cigarettes.