Shipping and Return Policy

Part 1: Shipping Policy

1. Shipping Destinations At Modena Kitchen, we proudly ship our custom shelving to all 50 states within the United States. Because our products are Made in the USA, we currently focus exclusively on domestic orders. At this time, we do not offer international shipping, and we are unable to process orders with billing or shipping addresses outside of the US.

2. Order Processing Times We are not a mass-production facility. Because we design and cut every shelf to order, every purchase requires dedicated time for production. Please allow 2 to 5 business days for your custom shelving to be crafted, finished, and packaged securely before it is handed off to the shipping carrier.

• Processing times are separate from shipping times.
• Our Los Angeles workshop operates Monday through Friday; we do not process or ship orders on weekends or US federal holidays.

3. Shipping Rates and Delivery Estimates Shipping charges for your order will be calculated and displayed at checkout based on the weight, the dimensions of your custom shelves, and your destination zip code.

• Standard Shipping: Once processed, standard domestic delivery typically takes 3 to 5 business days.
• Expedited Shipping: If offered at checkout, expedited delivery typically takes 2 to 3 business days after the standard processing time.

Please note: Delivery times are estimates provided by the carrier and commence from the date of shipping, rather than the date of order. We are not responsible for carrier delays caused by weather, high package volume, or other unforeseen circumstances.

4. Shipment Confirmation and Order Tracking You will receive a Shipment Confirmation email once your order has left our warehouse in Pacoima. This email will contain your tracking number(s). Please allow up to 48 hours for the tracking information to become active in the carrier's system.

5. Shipping to P.O. Boxes Because our custom shelving can be large and heavy, we generally rely on carriers like UPS or FedEx, which cannot deliver to standard USPS P.O. Boxes. Please provide a valid physical street address at checkout to ensure successful delivery.

6. Damages and Lost Packages We package each order securely. However, if your order is lost in transit or arrives with visible shipping damage, please contact us immediately at +1 (818) 806-8351.

• If damaged, please retain all original packaging materials and the damaged goods, as the carrier may require an inspection to process a claim.
• Please see Part 2 below for specific instructions on how to submit a damage claim within our required 7-day window.

7. Local Pickup (Optional) If you live in or are visiting the Los Angeles area, you can bypass shipping fees by selecting "Local Pickup" during checkout. We will send you an email notification as soon as your custom shelves are ready for collection at our facility: Modena Kitchen 10464 ILEX AVE PACOIMA, CA 91331-3137

 

Part 2: Return Policy

8. Custom Order Returns Because every Modena Kitchen shelf is custom-cut and finished specifically to your exact measurements and specifications, we do not accept returns, exchanges, or cancellations for buyer's remorse or incorrect measurements provided by the customer. Please double-check all dimensions and finish selections before placing your order.

9. Order Cancellations or Modifications If you need to change or cancel your order, you must contact us within 24 hours of placing it. Once production has begun on your custom items, the order cannot be altered or canceled.

10. Manufacturing Defects or Errors We take pride in our craftsmanship, but if we make a mistake (e.g., you receive the incorrect size, color, or a defective item), we will make it right. You must notify us within 7 days of receiving your order. We will quickly provide a replacement or, if necessary, issue a full refund at no additional cost to you.

11. Transit Damage Claims As mentioned in our Shipping Policy, if your item arrives damaged due to carrier mishandling, you have 7 days from the date of delivery to report it. To successfully process a damage claim, you must:

• Contact us at +1 (818) 806-8351 or [Insert Support Email Address].
• Provide clear photographs of the damaged shelf.
• Provide clear photographs of the damaged shipping box and all original packaging materials.
• Hold onto the item and packaging until the claim is resolved, as the carrier may request an inspection.

12. Refund Processing If a refund is approved for a defect or damage claim, it will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please allow 3 to 5 business days for the funds to appear in your account, depending on your bank or credit card issuer.