Customer Service / Shipping Rates / Returns Policy
Twist Modern Customer Service:
Monday – Friday from 8am to 6pm ET
We strive to deliver your purchase in excellent condition as quickly as possible. Our furniture is delivered inside your home or office by experienced, efficient, careful service providers. Smaller items may be delivered by UPS or similar, and samples will be delivered by post.
We ask that you inspect your delivery and provide a signature upon receipt. When ordering, please provide a daytime number to arrange a delivery appointment.
48 States. (Alaska & Hawaii deliveries will be available in a future announcement)
We ship most orders within 1-3 business days to arrive in 5-10 business days, from stock. Orders are shipped Monday-Friday. Our service provider will contact you to schedule the day of delivery and will call again on the day prior to delivery to provide you with a three-hour delivery window.
Shipping and Delivery rates:
We Quick Ship our furniture to you from inventory. For larger-sized items – chairs, credenzas, and for tables shipped with chairs and/or credenzas, we provide scheduled delivery across the threshold of your home or office. We do not drop these items at your doorstep or curbside. For smaller items such as tables, and for panels and cushions ordered and shipped separately from chairs and credenzas, we may utilize FedEx, UPS, or similar carriers. In such cases, your order will be delivered to the customary location at your home or office for receipt of larger FedEx or UPS shipments. Our shipping is FREE for these services. FREE for scheduled over-the-threshold delivery of larger items, and FREE for FedEx, UPS, or similar shipments.
Want White Glove Service? We offer White Glove service everywhere in the lower 48 states for an additional fee. White Glove service is also a scheduled delivery service, but with the added benefit of having our delivery specialists unpack, set up, and place your furniture in the room of your choice, and to then remove all blankets and packing materials. All you need to do is to ensure someone is there to meet our delivery team, and to begin to enjoy your furniture right away! No need to worry with disposing of our large engineered cartons that kept your furniture safe and secure en-route to your home or office – our White Glove service does that for you. Receiving your order could not be easier!
Things to consider:
Measure your space: To help your delivery go smoothly, please measure your space ahead of time to make sure your purchase will fit in not only your space but also all the areas it will pass through during delivery. If you have any questions about item dimensions, please let us know.
Remote areas: We try our best to get all orders delivered in a timely manner, but if you live in a remote area, there may be delays. Let us know in advance if you live in a challenging delivery location and we will work with you to come up with a solution.
Warehouse fees: If you cannot accept delivery for an extended period of time after your order has shipped, you will be charged a fee of $35 per day to store your order. We can delay shipping your order, however, to avoid storage charges. Please let us know at the time you place your order if you are unable to accept immediate delivery.
Delivery at a later date: We can hold your order for delivery at a later date. This can be done free of charge if your order has not yet shipped. So, if you don’t need it right away, let us know ASAP. Once it has shipped, it will be subject to warehouse fees after an extended period of time.
Redelivery fees: If redelivery of your order is required due to a missed delivery appointment with our carrier, additional fees will apply, up to 15% of the amount of your order.
Reroute fees: You may change the destination address of an order once it has shipped. There is a fee for re-routing shipments. Please contact us immediately at support@TwistModern.com or 800-679-1093.
Cancellation policy: In-stock items ship out of our warehouse within 24–72 hours of the order being placed. If you would like to cancel your order, please let us know as soon as possible. You will receive a full refund if your order is cancelled before it leaves our warehouse. If your order is cancelled after it has shipped out of our facility, a return shipping / re-stocking fee of 15% will be charged to you and deducted from your refund.
Returns & Exchanges
We want you to be thrilled and delighted with your purchase. But If it is not right, let us know right away, and we’ll get into action to help.
Please retain all original packaging if you see a problem with your purchase, or decide that you want to return your purchase. If something arrives damaged or defective, we will make arrangements for a replacement or refund. Please save all of your paperwork and packaging materials and contact us immediately at support@TwistModern.com or 800-679-1093 to arrange for a replacement to be sent to you.
If your purchase simply doesn’t work for you, let us know and we can arrange a return or exchange. For returns, you will be charged 15% of your purchase price, deducted from your refund. For exchanges, you will receive a refund of your original purchase, less 15% of your original purchase price for return shipping and re-stocking. Your replacement order will be entered as a new order. However, if you are replacing your items with the same make of frames, cushions, and panels, you will pay the lower of your original purchase price and the current pricing for your new like-for-like items on our website.
Please contact us with any return requests or questions at support@TwistModern.com or 800-679-1093.
Things to consider:
Please inspect your purchase immediately upon receipt. While we do our best to design and package products for safe delivery, sometimes damages occur.
Freight returns: Notify us at support@TwistModern.com or 800-679-1093 and we will provide you with the necessary paperwork and have our freight partner contact you to schedule a pickup.
Small parcel returns: Notify us at support@TwistModern.com or 800-679-1093 and we will provide you with a return label and can arrange a pickup for an additional fee.