FREQUENTLY ASKED QUESTIONS
What forms of secure payment are accepted?
Mondo Collection accepts cash, corporate checks, bank wire transfers, PayPal, American Express, Visa, and Mastercard. All credit card information processed by Mondo Collection is encrypted for complete security. We can process your order through our website or via a secure payment link provided by one of our team members.
You can reach us at: Phone: 212.675.8155 Email: info@mondocollection.com Mail: Mondo Collection LLC, Attn: Orders Department, 954 Lexington Ave, #1092, New York, NY 10021
Please note that a $100 fee will be charged for any returned checks.
What are the payment terms?
For orders placed through our website, full payment is required at the time of order.
For orders placed directly with a sales associate, payment terms are as follows: orders not exceeding $10,000 require full payment at the time of order. For orders exceeding $10,000, a 50% deposit is required at the time of order, with the remaining balance due upon production completion, before your order is released for delivery. Balances unpaid more than 30 days after order arrival are subject to an interest charge of 5% per month.
Credit cards cannot be accepted to pay balances on orders exceeding $10,000. A $100 fee will be charged for any returned checks.
Do you send a confirmation email?
Yes. Once your order has been placed and payment or deposit received, you will receive an email confirmation. Order confirmation is formalized through a signed invoice and signed terms and conditions. No order is binding until the order acknowledgment has been delivered to the customer.
What is the lead time on orders?
Most items at Mondo Collection are made to order and carry a standard lead time of 14 to 16 weeks from order confirmation, depending on the manufacturer and product specifications. Custom orders and items specified in C.O.M. or C.O.L. may require additional production time, as lead time does not begin until all C.O.M. and C.O.L. materials have arrived at the factory. Lead times are estimates and are subject to change due to manufacturer schedules, material availability, and shipping conditions. Your sales associate will provide a specific lead time estimate at the time of order and will keep you informed throughout the production process.
What is your cancellation policy?
All orders are made especially for you and are non-cancellable once acknowledged. Production begins shortly after the order is placed. If a cancellation is requested, a minimum restocking fee of 25% applies, plus any delivery and assembly charges already incurred. Special orders, custom orders, and items upholstered in C.O.M. or C.O.L. cannot be cancelled or returned under any circumstances. Quickship orders cannot be modified or cancelled after confirmation.
What is your return policy?
All sales are final. Orders are made to specification and cannot be returned. Returns, if applicable in exceptional circumstances, require written consent and shipping instructions from Mondo Collection in advance. Dissatisfaction due to buyer's remorse, personal preferences, or changes in project requirements after delivery will not be grounds for return or refund.
What is the damage claim process?
Inspect all merchandise immediately upon delivery while the driver is still present. Any concerns or visible damage must be noted on the driver's ticket at the time of delivery and reported to Mondo Collection within 24 hours of receipt. No damage claims can be accepted after this period. All shipping damage claims must be directed to the carrier. Mondo Collection assumes no liability for damages incurred during storage after the product has been delivered to a storage facility.
What happens if a product arrives damaged?
Note any damage on the driver's ticket at the time of delivery and contact Mondo Collection within 24 hours of receipt. Damage claims made after 24 hours cannot be accepted. All shipping damage claims must be filed directly with the carrier. If you have a quality concern unrelated to shipping, contact our team and we will work with you and the manufacturer to find the best resolution.
What are your shipping and handling charges?
Shipping charges are calculated based on size, weight, and delivery location and will be added to your invoice. Shipping charges are not included in product pricing.
Is expedited shipping available?
Yes. Your order can be shipped via expedited service for an additional surcharge. Please contact Mondo Collection for details and availability.
What is white glove delivery?
White glove delivery includes delivery and installation on the same day. Any additional trips by installers to a delivery site are billed at additional cost to the client. Deliveries are scheduled Monday through Friday. Additional charges apply for weekend deliveries, walkups, redeliveries, and any unusual circumstances requiring extra time.
Can my order be delivered to a different address?
Yes. If you provide an alternate shipping address within the United States, your order can be shipped directly to that location.
Can orders be shipped outside the United States?
Yes. Mondo Collection can arrange international shipment. Please contact us for details and additional costs.
Am I responsible for verifying delivery access?
Yes. It is the customer's responsibility to verify building access and measure all entryways, stairways, and elevators before placing an order to confirm that pieces will fit through all clearances upon delivery. Mondo Collection is not responsible for items that cannot be delivered due to access limitations.
What if my order is delayed?
All arrival dates are approximate and subject to change. Delays may result from manufacturer schedules, global shipping conditions, carrier disruptions, material shortages, strikes, or other causes beyond our control. These are considered force majeure events and do not justify order cancellations or refunds. Your sales associate will keep you informed of any changes throughout the process.
What are the storage charges if I cannot accept delivery?
If you are unable to accept delivery, your order can be held in storage. Storage charges commence 30 days after order arrival and are billed directly to you by the storage company.
How is sales tax calculated?
Mondo Collection collects sales tax on all orders shipped to addresses in New York State. Customers in other states are responsible for complying with their local tax laws.
Can Mondo Collection produce furniture based on my own design?
Yes. Through a network of partner factories across Europe, Asia, and North America, Mondo Collection can produce furniture to virtually any specification. If you have a design concept, sketch, architect's drawing, or reference image, we can price, produce, and deliver it. We work in a wide range of materials including wood, metal, lacquer, stone, resin, fabric, leather, outdoor-grade composites, and more. Contact your sales associate to discuss your project requirements and we will coordinate with the appropriate factory on your behalf.
Are shop drawings required for custom orders?
Shop drawings may be required for custom and modified orders, particularly when dimensions, configurations, or specifications deviate from standard catalog items. Where applicable, shop drawings will be prepared and submitted to the client for review and written approval before production begins. Production will not proceed until shop drawings have been formally approved. Any changes requested after approval may affect lead time and pricing.
Do your products come with a warranty?
Yes. All products sold by Mondo Collection include the manufacturer's warranty covering defects in production and materials. Warranty terms vary by vendor and product. Warranties do not cover damage resulting from improper use, normal wear and tear, exposure to conditions outside the product's intended use, or damage incurred during customer-arranged shipping or installation. For specific warranty information, please contact our sales team at info@mondocollection.com or 212.675.8155.
Do you offer trade pricing?
Yes. Mondo Collection offers a Trade Program for interior designers, architects, developers, and hospitality professionals. Trade members receive access to exclusive pricing and priority availability. To apply or learn more, please visit our Trade Program page or contact us directly.
Can I request samples before placing an order?
Yes. We strongly encourage requesting fabric, leather, and material samples before placing any order, particularly for upholstered pieces. Colors and textures on screen may differ from actual materials. Contact your sales associate to request samples.
Do you work with interior designers and architects?
Yes. Mondo Collection works extensively with interior designers, architects, developers, FF&E consultants, and purchasing agents on both residential and commercial projects. Our team is experienced in supporting specification, sampling, lead time coordination, and project delivery. Contact us to discuss your project.
Do you accept Customer's Own Material or Leather (C.O.M. and C.O.L.)?
Yes. Mondo Collection accepts Customer's Own Fabric and Customer's Own Leather. The customer is responsible for all properties and characteristics of the supplied material, and specific requirements apply regarding fabric width, pattern matching, shipping to the factory, and testing costs. Lead time for C.O.M. and C.O.L. orders begins from the date all materials arrive at the factory. No returns are permitted on items upholstered in C.O.M. or C.O.L. under any circumstances. Please contact us at info@mondocollection.com or 212.675.8155 for full C.O.M. and C.O.L. instructions and requirements before placing your order.
What should I know about solid wood furniture?
Solid wood is a natural, living material that responds to humidity, temperature, and light. It is normal for solid wood furniture to expand, contract, develop small cracks, and change in color and appearance over time. These characteristics are not defects and are not grounds for claims. A maintenance kit is included with your order with instructions for ongoing care. For detailed information on solid wood care and maintenance, please contact us at info@mondocollection.com or 212.675.8155.
What should I know about solid wood furniture with knots?
Wood knots are a natural feature of solid wood and are treated as part of the finishing process. Color variations and wax effects around knots are normal characteristics and cannot be grounds for claims. For detailed information on care and maintenance of wood with knots, please contact us at info@mondocollection.com or 212.675.8155.
What should I know about solid cedar wood furniture?
Solid cedar furniture will naturally move, develop small cracks, and change color over time. These are not defects and are not grounds for claims. Cedar may release natural resin, particularly at the base, and should not be placed on carpets or soft surfaces that restrict ventilation, especially in the first months after purchase. Cedar furniture is not intended for outdoor use. For detailed care and maintenance information, please contact us at info@mondocollection.com or 212.675.8155.
Why does my cedar furniture have small holes at the base?
Cedar wood products are shipped in protective wooden crates secured with screws at the base, which are removed upon unpacking. Any small screw holes that remain are a normal part of the shipping process, do not affect the structural integrity of the product, and are not considered damage or grounds for a claim.
Can I purchase a gift certificate?
Yes. Please contact us at 212.675.8155 or info@mondocollection.com for details on purchasing a gift certificate.
How do I redeem a gift certificate?
A gift certificate may be redeemed online or applied to an order processed by a sales associate. It is valid for one year from the date of issue. Unused certificates are forfeited after the expiration date.
What if I have another question?
Please contact us at info@mondocollection.com or call 212.675.8155 during business hours. We are happy to help.