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Trade FAQs

Who is eligible for a Trade Account? We offer Trade accounts to valid Design Professionals including Interior Designers, Decorators, Architects, Furniture Manufacturers, Designer Studios, Builders, Hospitality, and others who offer professional design services.

What is the Trade Discount? As a Trade Member, enjoy a 15% discount off of our standard pricing when logged into your Trade Portal. Your Trade-only pricing will appear on each product page and your cart will reflect your discount.

Who do I contact for Trade-related questions? Contact hello@modern-matter or call 704-749-2110 with any questions

Is there a minimum opening order or annual sales minimum? There are no minimum buy-ins or minimum order quantities required.

Can I order samples?: Yes! Trade members may purchase up to ten samples per year at 75% off.

How do I order samples? You can order samples online once logged into your Trade Portal. Only one sample per unique SKU may be added to your cart for the sample-only discounted price. There are two Gemstone Sample Kits available for purchase that are great tools for your clients and they ship for free when purchased alone! Need additional help? Contact customer service by emailing hello@modern-matter.com or calling 704-749-2110.

How do I place a Trade order? Once a Trade account has been approved and accepted, a Trade customer will receive an invitation to accept and log into their own Trade Portal. After logging in, Trade customers will be able to view Trade-only pricing, place orders, view their order history, and view units of stock available.

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-orders 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 Trade 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.

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.

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.

How do I log into my account? Select the account icon In the top right-hand corner of the website to log into your profile and Trade Portal. If you have forgotten your password you can reset it at any time by pressing the "Forgot your password?" button in the account portal.

Already have an account?

Questions?

Call our Trade Team at 704-749-2110 or email us at hello@modern-matter.com

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