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Last updated March 26, 2021
Due to COVID-19 return processing times are taking longer than normal. Please allow us 14-21 days to process your return before contacting customer support regarding the status of your return. Thank you for your patience.
IMPORTANT: With limited exceptions, returns (i) are refunded to the customer by store credit redeemable on modells.com and (ii) the customer is responsible for return shipping charges.
We want you to feel confident in your purchase. This is why we are more than happy to assist you with finding the right choice. If it’s not the right fit, we’ll help you get there.
You can return most items for store credit within 30 days of delivery. Unless noted below, outbound shipping charges are non-refundable and you will be responsible for all return shipping costs.
Please be sure to send your item(s) back in full accordance with our Online Return Policy:
- Item(s) must be sent back within 30 days of the delivery date.
- Item(s) must be unused and in like-new condition.
- All merchandise must be returned in its original packaging and with all included accessories and paperwork.
Exceptions: Modell’s cannot accept returns for certain items. Items that are ineligible for return include:
- Products marked as final sale.
- Clearance and personalized items.
- Bundle items at discounted rates (e.g. “4 for $20”; unless the entire bundle is returned).
- Products that were resold or altered (or tagged) for resale will not be accepted.
- Products not purchased from modells.com.
- Items marked non-returnable at the checkout or within the product description page.
- Pillows, comforter sets, or other bedding products.
Domestic Returns/Exchanges (United States)
To return or exchange your item(s):
- Please reach out to our customer service team for assistance. Our Customer service representatives are available by phone 1-800-275-6633 (Customer service representatives are available: 8:00am to 8:00pm (CST) Monday - Sunday) or email support@modells.com (Customer service representatives are available: 8:00am to 8:00pm (CST) Monday - Sunday)
- With limited exceptions, we do not provide pre-paid return labels; you are responsible for covering return shipping costs. The return shipping label cost will be deducted from your refund amount.
- We are not liable for any return packages that may become lost or stolen in transit. Please keep proof of postage and/or return tracking number when shipping back returns.
- Refunds are generally issued within 7-10 business days after we have processed your return.
- Note: Depending on the vendor, replacements have an average resolution timeframe of 7-10 business days for them to be processed.
- Note: In some instances, the vendors pick up the item(s) directly from your shipping address. This process has an average timeframe of 7-10 business days for them to be processed.
Damaged or Defective Item(s)
If you receive a damaged or defective item from modells.com, contact a Customer Care representative immediately.
- Please supply the representative with your order number, item number, and tracking number from your original confirmation email. The representative will also need your email address and phone number.
- Modells.com will make every reasonable effort to assist you with your return, replacement if available or store credit will be issued. Return shipping charges will no be applied.
- A defective item may be replaced within 30 days from the date of purchase under our Warranty Policy, or within the manufacturer's warranty period, whichever is longer. Contact a Customer Care representative for assistance.
- When possible, please have picture(s) available of the damage or defect to expedite assistance.
- We are not liable for any return packages that may become lost or stolen in transit. Please keep proof of postage and/or return tracking number when shipping back returns.
- Note: Depending on the vendor, replacements have an average resolution timeframe of 7-10 business days for them to be processed.
- Note: In some instances, the vendors pick up the item(s) directly from your shipping address. This process has an average timeframe of 7-10 business days for them to be processed.
Lost in Transit Item(s)
If your tracking number shows the order was delivered, but you never received it from modells.com, contact a Customer Care representative immediately.
- Contact the carrier and submit a claim for the lost in transit item(s). Please supply the representative with your order number, item number, tracking number from your original confirmation email, and claim number. The representative will also need your email address and phone number.
- Modells.com will make every reasonable effort to assist you with a replacement if available or store credit will be issued.
- Note: Depending on the vendor, replacements have an average resolution timeframe of 7-10 business days for them to be processed.
Order Cancellations
Because your order is processed as quickly as possible, there is a 15 minute window for order cancellation during our normal business hours. Please call Customer Service at 1-800-275-6633 immediately if you have placed an order in error. If the cancellation request occurs more than 15 minutes after the order is placed, or outside of our normal business hours, the order will be delivered, and must be processed as a return upon delivery.