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Frequently asked questions

What kind of gemstones do you use? Are they all semi-precious?

The majority of our gemstones are semi-precious . We do have a few synthetic stones that have been born out of custom request and kept in the collection.

What is the lead time for an order I just placed?

All in-stock orders ship within one to three business days. All gemstones are handset. If you ordered customized hardware with gemstones, please allow for an additional two business days for our team to handset your stones and ship your hardware. In the event an item in an order is back-ordered, your order may arrive in multiple shipments. Pre-orders may take up to eight weeks.

The item I ordered is out of stock, when can I expect it to ship (backorders)?

All backorders will be fulfilled as soon as possible and remain active unless the order is canceled. When available, backorder lead times will be listed on each product page if applicable.

When can I expect my Pre-Order to ship?

From time to time, we may not have stock levels to accommodate your needs. An order is designated as a pre-order when a customer orders an item that is out of stock. When possible, we are happy to take a pre-order to reserve incoming stock for you. Pre-orders may take up to eight weeks and availability varies. Please contact hello@modern-matter.com for all pre-order inquiries.

Do you accept special and custom orders?

We can accommodate orders for custom metal finishes, gemstones, and large quantities. *Restrictions apply. Please contact us at hello@modern-matter.com to discuss pricing as well as product availability for special projects and orders.

How do I handle a return?

Our return policy allows for the return of any non-installed hardware in the original packaging within 30 days of delivery with prior authorization. A 20% restocking fee applies to all returns. The customer pays for all shipping. Visit our Returns Center to submit a return.

What payments do you accept?

We accept Shop Pay, Visa, MasterCard, AMEX, Amazon Pay, and PayPal. All orders must be paid in full in order to reserve the merchandise (pre-orders) and before the order is shipped.

How much does shipping cost?

All orders ship UPS within one to three business days. Add an additional two days for custom orders (with gemstones). Shipping costs are:

Flat Rate Standard = $12
Expedited 1-day $0 - $250 = $50
Expedited 1-day $251 + = $75
Expedited 2-day $0 - $250 = $40
Expedited 2-day $251 + =$65

My order arrived damaged. What do I do?

All of our products are hand-crafted and we use natural gemstones. Because of this, there will be minimal slight variations, meaning hardware sets may not be identical. In the unfortunate event that an item arrives damaged, please email hello@modern-matter.com to request a replacement. All damage claims must be filed in writing within ten days of order receipt and include the invoice number, name of the damaged product, and photographs of the damaged items. Visit our Returns Center to submit a claim.

What is your warranty?

Modern Matter warrants all products for five years. This warranty covers any defects in material and craftsmanship. This warranty applies only to the original consumer purchaser and is non-transferable.

How do I polish the hardware?

The most preferred way to take care of hardware is to regularly dust the product with a soft cloth. If needed, we advise that all of our products are cleaned with a slightly damp soft cloth and mild soap. Once it is cleaned, then wipe with a clean damp cloth and dry thoroughly. Please use a non-abrasive lint-free or microfiber cloth that won't scratch the surface. Designs with gemstone and lucite can also be cleaned with a slightly damp cloth and mild soapy water.

Can I order samples?

Yes! You may order an item to view in person before committing to a larger order. Quantities of one will be treated as a sample. After viewing the designs, you may return the samples within 30 days for a full refund (no re-stocking fee).

How do I order samples?

Choose the design and the finish and add them to your cart. Quantities of one will be treated as a sample. You can either keep the sample or return it within 30 days for a full refund. Samples that have been damaged cannot be fully refunded. Please wrap your samples when returning to avoid scratches etc. *Only items with a quantity on one are eligible for full refund. Otherwise, a 20% restocking fee applies.

California Prop 65 Warning

WARNING: This product can expose you to chemicals including lead, which is known to the State of California to cause cancer and birth defects or other reproductive harm. For more information, go to www.P65Warnings.ca.gov

Do you ever have sale events?

We have an annual sale event. Join our email list to stay updated on sales and future promotions.

How do you work for commercial projects?

Modern Matter supports commercial projects. Our Special Project Team is dedicated full-time to assisting your commercial project needs. Examples of qualifying projects include multi-family housing, condo projects, assisted living facilities, hotels and resorts, medical offices, retail store fixtures, mansions, etc.

SERVICES PROVIDED BY OUR SPECIAL PROJECTS GROUP • Price quotes • Samples • Specifications • Delivery quotes • Expedited delivery

TO CONTACT OUR SPECIAL PROJECTS GROUP E-Mail: lee@modern-matter.com

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