Once an order is placed, we will begin building the piece(s) from scratch within three days.
Because our pieces are handmade to order, we are unable to cancel any orders after 24 hours and cannot guarantee specific delivery dates. However, our build process typically takes three to four weeks. This is only an estimate.
Once an order is shipped, delivery typically arrives within a week. If your order ships FedEx Ground, it will be delivered to your door. If your order is too large for FedEx, we will ship LTL with a carrier. While the carrier provides curbside delivery, you must be home to sign for the furniture. Shipments sent LTL with a carrier will be delivered on a pallet, and the driver will position it as close to your house as possible. The driver will not unpack the shipment, take away the packaging material or help you to carry the furniture into your house. Please make arrangements for someone to help you haul your furniture piece into your home if it’s a heavy or oversized piece.
Free local pickup is available at our Provo, Utah workshop. If you are interested in picking up your order, you may select Customer Pick Up at check out. We will call when your order is ready to schedule your pickup.
It is the buyer’s responsibility to inspect their order at the time of delivery. Large items shipped via LTL must be inspected before signing and refused at delivery if damaged by the carrier. If you see any holes in packaging, tears in plastic or anything else suspicious, please note it with the carrier upon delivery. Claims cannot be made with LTL carriers if you sign for delivery. Should there be any damage or issues, please notify us immediately. Once the order has been delivered and accepted, we are limited in our ability to accommodate alterations or fixes without incurring additional charges. In the case of damages, please denote on the BOL or invoice at time of delivery and reject delivery in necessary cases as mentioned above. We will provide a full refund and pay for return shipping in the case of any damages.
At Model Line Design, we build furniture to last a lifetime and are confident that you’ll fall in love with your purchase. We also understand that sometimes you change your mind after placing an order. Returns are accepted within 14 days of delivery. Please contact us to schedule a pickup. You will be required to pay return shipping, which is up to $250 for larger items. This allows us to keep our pricing down. Once we receive the furniture back in our warehouse and have inspected it for damage, you will receive a full refund.
We reserve the right to a 1” dimensional tolerance on each furniture piece. Because each piece is handmade especially for you, variances in color, characterization, species, texture, etc. are to be expected.
If a piece demonstrates faulty craftsmanship within 180 days, we will do our best to repair, however, no piece may be returned without our written consent.
Questions? Contact us at firstname.lastname@example.org