You're not alone! Here are the frequent questions we hear, and their answers!
Occasionally our emails inadvertently end up in junk mail, spam or even your promotions folder. To ensure our messages reach you, please add [email protected] to your “safe senders” list. We don’t spam, and opting out of our emails is easy as a single click!
Please call us at (+61) 485871701 and we will be happy to take your order over the phone. We are available to take your call 9am-5pm Eastern time.
Getting your package to you is the most important part!
We regret that we cannot offer Free Shipping to international orders and some brands do not allow us to ship their products outside the US. To verify eligibility for shipping abroad, please drop us a line at [email protected] with your full address, and let us know what products you are shopping for. Most shipping quotes are returned the same business day. Please note that duties and custom fees are decided at your country's border and we are unable to provide estimates for those charges.
Please refer to the shipping estimate while checking out for an initial time estimate. It is important to us that you receive your order as quickly and inexpensively as possible. Depending on your location and your order we will pick the carrier that will get your package to you as quickly as possible. We also try and ship orders the day after you place them, when possible. Sometimes due to events beyond our control, items will be pushed back further on the delivery estimate. If this is the case for your order, we will reach out immediately to update you!
Returns & exchanges
The guidelines on returns or exchanges
If you aren’t happy, we aren’t happy! We have a 100% Satisfaction Guarantee on all products not marked as non-returnable. If you or your little one are not completely satisfied with your purchase, it may be returned within 14 days of receipt of the product for a complete refund* to the same credit card it was purchased on, less the actual shipping and handling fees. After 14 days, up to 30, we will gladly issue a store credit or exchange, less the actual shipping and handling fees. We do not accept returns after 30 days from delivery of the product. This applies to all returnable items. Items must be returned in original, unused condition and in the original packaging. Packaging must not be defaced in any way.
While we try to make sure as many products as possible do not incur a restock fee, we do require a 10% restock fee on the return of all bedding sets.
Examples of non-refundable items at Modern Nursery are high chairs, bouncers, strollers, car seats, furniture items, mattresses, and personalized/custom items. They cannot be returned, exchanged, or canceled once the order has been placed. All non-refundable items should be marked on the item's Info & Tips box, but if you are unsure whether or not the items you are interested in can be returned please email us at [email protected] or use our site's live chat function during regular business hours.
*Shipping charges will also apply to exchanges. Please note that returned items purchased with or without a free shipping offer or promotion will have the actual shipping and handling fees (paid by Modern Nursery to the freight carrier) subtracted from the refund. Please allow up to two billing cycles to see your credit on your statement.
Contact our Customer Service team at [email protected]. Our team will issue you a return number (RMA Number) and the address to which you'll ship your return. Items must be received back at our warehouse within 10 days of receiving your RMA number. Repack the merchandise in the original packaging with all tags in place. Items must also come from a non-smoking environment. Basically, all returns and exchanges just need to be in re-sellable condition.
If you receive an item from us that arrived damaged during shipping, or is defective in any way, please contact us immediately at [email protected]. All we will request is a few images of the damage (and packaging, if applicable) and we will work to get you a replacement as soon as possible! If you see any damage on the package upon delivery, please note it on the BOL (Bill of Lading). This will help us get your replacement quicker. Please note that any damaged shipments must be reported to us within 24 hours of delivery to ensure seamless resolution.
We will do our best to try and cancel an order if we hear back from you immediately. Unfortunately, once an order is submitted it is placed into processing immediately. Under normal circumstances, this is a good thing for you, getting your order shipped fast! Custom orders cannot be cancelled once submitted. We cannot cancel an order once it has been shipped.
We cannot cancel an order once it has been shipped. If you would like to return your order after it has already shipped, please contact us to receive an RMA Number after the package has been delivered. If a package is refused the customer is liable for all round-trip shipping and handling fees incurred, and some restock fees may apply. The card used to place the initial order will be charged any shipping fees.
Our rewards points are our way of saying thank you for being a loyal customer!
You should receive points in your account instantly once you complete a promotion!
Yes! Make sure to use them within a year before they go away!
When you return an item, you lose the associated credit you originally earned by buying the item in the first place.