FAQ’s

Here you’ll find a compilation of the most frequently asked questions. If there’s something you want to know which isn’t here, please contact us.

General

What is Model Living?

Model Living is a digitally native kitchen brand that provides high quality, affordable and beautiful cabinetry direct from our factory to your home. 

What areas does Model Living service?

Model Living products are available across the USA and Canada. You can speak with a member of our support team to see if your location falls outside of our standard service area.

Does Model Living offer cabinetry for other rooms?

We currently specialize in kitchen cabinetry, but may be able to help with cabinetry for other areas of your home (laundry, wardrobe, etc.). Ask your designer for more information.

When is the best time to get started?

It’s never too early to get started. Our team can walk you through our process, provide an estimate for what your new kitchen would cost and how long it will take on a free consultation call. This quick conversation can save you days of driving around to collect information from other traditional showrooms.

If you aren’t planning on starting your project for a few months, you can still complete your design now and our production team will schedule your order based on your chosen delivery date.

How does your referral program work?

As a Model Living customer, you can refer friends and family and receive $200 per referral. Your friend will also receive a $200 credit off their order. There is no limit to the number of friends you can refer.

This referral promotion is applicable to new customers only. It cannot be combined with other promotions; however, Model Living will honor the highest promotional offer at time of referral.

Design

How does the design process work?

After you have uploaded images of your space and submitted your Measurement and Design survey, our designers will begin working on your kitchen design package. Before your design call, a designer will send you this package to review. This package will contain the drawings for your cabinetry including elevations, floorplan, and a basic 3D rendering of your design. As well, you will receive a quote that breaks down the price of the cabinetry in your design. Don’t stress if you do not understand everything, our designers will walk you through it on the call. 

After your design call, you will have the chance to make any necessary revisions to your cabinetry design until you are happy. Once your design is finalized, you will receive a finalized package and be able to purchase your cabinetry!

Can I get help with measurements?

Absolutely! We only require a few simple measurements, and have put together a guide that explains step-by-step how to go about it. Our customer support team can also help you over a video call if you want additional assistance.

There is no need to stress about measurements. They will be double checked with your contractor prior to ordering and in the rare event that there are any issues on fit during construction we will work with you to make it right.

How did you create your design collections?

We worked with some of North America’s top designers and architects to create our kitchen packages. Each collection offers a unique aesthetic and features Model Living’s cabinetry.

Working with an architect on a standard kitchen design would typically cost upwards of $5,000 in design fees. We offer these designs to our customers at no additional charge.

What makes Model Living designs different?

Model Living has developed next-generation technology that is able to optimize your kitchen layout based on the variables that are uniquely important to you. Rather than waiting for a person to hand-draw your new kitchen, our proprietary software runs through thousands of permutations to determine the best possible layout based on your space and top priorities, whether that be storage, counter space, entertainment, or budget.

To ensure that your space is both functional AND beautiful, our team of experienced designers are there to help you pick out the colour, material and style of your cabinetry. We also offer 3D photo-realistic renderings for a fee of $750 to help you visualize your design in your space. These rates are 5x less than what a traditional designer or architect would charge for comparable quality renderings. For examples of our renderings, please visit our Project Gallery and refer to the Rendering tab: Project Gallery | Model Living. Our renderings are approximate visual representations of your design and are not meant to serve as exact construction blueprints. As part of the design process, you will also receive 2D layout drawings and lower quality renderings at no additional cost.

How many design revisions do I get?

We will provide 2 sets of revisions free of charge. Each subsequent revision has an additional fee of $250. You may request as many changes as you’d like in each update, which is why we’ve set up our design process so you can easily batch requests. Most of our customers are able to complete their design within the two complimentary updates.

Can I still use Model Living if I already have a designer or architect?

Absolutely! If you already have a designer or architect you are working with, we’d be happy to collaborate with them to ensure your project comes together seamlessly. Our Model Living designers will be focused on the detailed cabinetry design, and can work alongside your interior designer to ensure it aligns with their overall vision.

What if there is a discrepancy between the visuals and the plans?

Always refer to the kitchen elevation drawings as the source of truth. Our renderings are approximate visual representations of your design and are not meant to serve as exact construction blueprints.

Product

Where are Model Living cabinets made?

All of our kitchens are made in our state-of-the-art production and assembly facilities located in the US and Canada.

We’ve gathered the top manufacturing engineers and operators in North America to help us produce stunning cabinetry that is built with the highest standard of craftsmanship and attention to detail.

What materials are used in the cabinetry construction?

Model Living cabinets are built with high-grade engineered wood panels that are assembled in the factory using glue, hardwood dowels, and screws. This makes for a long-lasting rigid construction that is backed up by our 25-year warranty. Panels are uniformly 19mm thick and both faces are melamine direct coated, making them extremely durable and easy to clean. Additionally, all edges are sealed to ensure a clean finish and prevent the penetration of dirt and moisture.

What types of hinges and drawer slides are available?

All of our cabinetry comes with award-winning, top-quality hardware. Our GRASS hinge system allows the doors to close with just a light movement of your hand––smoothly and silently. Our soft-close drawer system uses high-quality steel components, giving it a gorgeous modern and timeless look.

What material are your door fronts made of?

Model Living doors are primarily constructed using a resilient MDF core material with a wear-resistent surface layer. MDF is optimal for kitchens as it maintains its form over time and offers outstanding value for money.

Do you offer custom integrated appliance panels?

We offer panels that can accommodate a variety of different appliances. Contact our support team for further details and questions regarding our appliance panels.

Shipping

Is shipping included?

All orders above $4,999 (before tax) qualify for free shipping. Orders less than $4,999 will incur a delivery fee based on the number of items. The delivery fee will be indicated in your quote before placing your order.

Please note that if you live outside our standard service area, additional fees may apply. We strive to offer affordable and competitive delivery options for everyone who shops with us within the US and Canada. Orders to remote or less populous locations outside of our standard service area are subject to additional shipping fees. These fees will be calculated and displayed before placing your order. To check the shipping cost to your address, simply let a member of our support team know your postal or zip code and they will be able to let you know the shipping price.

Contact us for further details and questions regarding shipping fees.

How long does shipping take?

Once your order is put into production, you can expect a lead time of approximately 6 weeks for your cabinets to be ready to ship from the manufacturing facility to the last mile location. Delivery times from the last mile facility will range from 5-10 business days depending on your location.

Will everything arrive at once?

We will do our best to make sure larger orders all arrive at once. If your order has been split across multiple shipments, we will notify you right away to communicate any additional dates of arrival or delivery.

Will I be notified when my order ships?

Yes, you will be alerted via email once your order has been shipped from the manufacturing facility and is in transit to the final mile terminal that will be making the in-home delivery.

How does scheduling work? Will they call before?

Once your order has arrived at the last mile warehouse facility, our delivery partner will prepare everything for final delivery. The delivery agent will reach out to you and provide a date of first available delivery with a 3 hour time window. On the day of delivery, the driver is instructed to call at least 15 minutes before arrival.

You will have access to real time delivery tracking via our logistics partner’s app.

Can I change the delivery address?

Yes! In order to change the address for the delivery of your order, please notify our customer service team as soon as possible and we will update our delivery partner.

It usually isn't a problem, but if the delivery address is changed last minute there may be additional charges.

Will they bring it inside?

The delivery team will bring your cabinets to the room of your choice. Please make sure you are present at the time of delivery to direct the delivery team as to where you want them to drop the order off. Please make sure that you have clean available space for the delivery.

If you are located in an apartment building or walkup with no access to a freight elevator and require cabinets to be delivered directly to your space, please let us know before placing the final order. There may be additional charges.

What's the proper way to store the cabinets?

If the cabinets are delivered and will not be installed in the near future, please be sure to store them in a dry / safe area. Use of skids or pallets are encouraged to elevate the cabinetry and reduce the risk of damage from external elements.

Can I reschedule the delivery?

Leading up to your delivery date, if you need to reschedule your delivery please contact the delivery partner to coordinate a new date and time. It usually isn't a problem, but if the delivery date is changed last minute there may be additional charges.

If we can't take the delivery, do you offer storage?

Our delivery partners can hold the shipment at the warehouse free of charge for up to one week. Any additional storage beyond 7 days will incur a storage fee. We highly encourage our customers to stick with the initial delivery timeslot that was selected.

The distribution warehouses are part of a third party delivery network and are not intended for long-term storage. Storing items there is expensive and increases the risk of damages or items going missing. Any resulting claims will need to go through the logistics company, which may be difficult and time-consuming.

If we need to change appliances, what do we do?

If you have any issues please let our customer support team know as soon as possible and we will work with you to find a solution.

Please note that once an order has been confirmed with the factory, we are no longer able to make any changes on that order. Any additional cabinets will have to ship separately, on a different timeline than the original order and will have an additional charge.

Can I change the order?

Once an order has been confirmed with the factory, we are no longer able to make any changes on that order. Any additional cabinets ordered will have to ship separately, on a different timeline than the original order and will have an additional charge.

What happens if my order is delayed?

You will receive a call from our last mile delivery partner notifying you of the delay. They will work with you to schedule a new delivery date at your convenience. 

What to do if things arrive damaged?

If any of your items appear to be damaged, please reach out to our support team for next steps and we will work with you to make sure that any issues are resolved promptly.

Once we receive information regarding the damaged items, we will assess if the items can be repaired on site or need to be replaced. In most cases we can expedite remedials and find a work around so installation isn't held up.

If I am missing an item, what do I do?

If any of your items appear to be missing please reach out to our support team for next steps. We will work with you to make sure that issues are resolved promptly.

Once we receive information regarding the missing items, we will assess if the items can still be located or need to be replaced. In most cases we can expedite remedials and find a work around so installation isn't held up.

How long does it take to get a replacement part?

It depends on the size of the item and the project location. Replacements can take 3-10 weeks to arrive on site, but we can almost always find a workaround so the project doesn't get held up.

What if I need to speak to someone right away?

We understand things can be urgent when construction crews are on site. Our customer service team is on hand during the delivery and installation in case an issue comes up.

Just email or text the customer service phone number (888) 890-2815 with a description of the issue (and photos if relevant) and our team will call you back as soon as possible.

How can I purchase additional items?

If you would like to purchase additional items please contact our support team.

What happens if there is a problem with the delivery?

First of all we are sorry, working with a third party delivery network means there are occasionally problems. We will always work with you to get them resolved.

The best way to provide feedback on your delivery experience is to do so when you accept the delivery from our last mile partner. There will be a form sent to your email asking about your delivery experience. If there were any issues during the delivery, a member of our support team will then contact you as soon as possible to gather information and put together a plan.

Warranty

What is your warranty?

We stand behind the quality of our cabinetry and offer a limited 25-year warranty against manufacturing defects in materials and workmanship under normal use and conditions. This warranty begins upon delivery and is applicable to the original homeowner that made the purchase only.

For more information on our warranty, please reach out to us at hello@modelliving.com.

Installation

Do you help with installation?

Our cabinets are delivered pre-assembled and we provide detailed installation instructions with every order to ensure a smooth build. Our customer support team is also available to answer any questions your contractor might have during construction. You can reach us at (888) 890-2815 or hello@modelliving.com.

Can I install the kitchen myself?

Our cabinetry comes fully assembled and is designed to be easy to install, so it is feasible to install it yourself if you are handy. However, most of our customers choose to use a professional contractor. We also provide on-demand installation support for you and your contractor should you need it. 

If you need assistance finding an installer, we’d be happy to help. We have a network of vetted installers that have been trained on working with our cabinetry. If you need this service, please contact us.

Can you work with my contractor?

Absolutely! Our support team is happy to assist your contractor should they have any questions during the installation. You can reach us at (888) 890-2815 or hello@modelliving.com. We provide detailed installation instructions with all of our cabinetry to ensure each build goes smoothly. We also offer an optional 15 min call prior to installation for contractors who haven’t worked with us before to explain how our cabinetry systems work.

What if I can't find a contractor?

If you’re struggling to find a great contractor for the job, we can help. We have a large network of trusted contractors who we’ve worked with before and are happy to give you a list of recommended names. Ask your designer for more information.

How do we get help if we have installation issues?

Please refer to our installation manual first. If you are not able to find answers you need, simply contact our customer support team with a photo and description of the issue and we will get back to you as quickly as we can.

What is something gets damaged by the installer?

If any items are damaged during installation, please contact Model Living customer service and a member of the team will work with you or your contractor to get the replacement items to site as quickly as possible. Depending on the situation there could be a charge.

If I have a problem, can you come on site?

Unfortunately we can't be there in person, but we are here to help.

Just email or text our customer service team (888) 890-2815 with photos and what the issue is and we will arrange a call back as soon as possible.

Pricing

How does Model Living offer such competitive pricing?

Our online-only approach allows us to provide premium-quality products without the price tag. We ship directly from the manufacturing facility, cutting out the middle men to provide exceptional quality at unrivaled value.

When do you charge payment?

Payment is required in full as soon as you place your order to send your kitchen into production. We accept all major credit cards via secure checkout. If you require more payment flexibility, Model Living offers a number of financing options so you can be sure to find one that best suits your needs.

What are Model Living's standard payment terms?

We require payment in full upon ordering. Your kitchen will not be sent into production until payment has been received. 

Does Model Living offer financing?

Yes! We have partnered with Affirm to provide our customers an alternative payment option. Terms are available for 12 or 36 months and the APR will vary on your credit quality.

How do I apply for financing?

Simply let your designer know you’d like to finance your purchase. They will send you a link to apply with Affirm’s easy online application with an instant soft credit check. If you’re approved, you can select your payment plan (12 or 24 months). A government-issued photo ID will be required after you have completed your application.

Are there requirements to use Affirm?

You must be 18+ years old, a resident of Canada or the US, and have a valid history of credit in Canada or the US.

Do you have other lending partners?

We have researched various lending partners and selected Affirm to work exclusively with as they offer the best terms and APR for our clients.

What if I want to work with another lender or my bank?

That’s no problem! We have partnered with Affirm as we found it was the best solution for the majority of our customers, but you are welcome to use an alternative option that works best for your needs. Our standard payment terms are applicable if you select another lender.

What is the maximum loan amount?

You can finance a total of up to $15,000.

If I want to only finance a portion of my order total, is that possible?

Yes, you can finance as much of your order total as you want. The portion not being financed will be paid up front on Model Living's standard payment terms.

What are the fees associated with your financing?

There are no late fees, servicing fees, deferred interest, or any other hidden charges when you finance with Affirm. There could potentially be fees if you choose to work through another provider.

If I choose to finance my project, who pays who?

If you choose to finance your project with Affirm, they will pay Model Living and service the loan directly with you.

How do I make financing payments?

Affirm will take convenient pre-authorized payments from your bank account.

Does Model Living charge sales tax?

Yes, tax is charged for every order based on geographic location. 

Book Your Free Consultation Today

Start with an 15-minute chat with one of our kitchen experts. We’ll learn about your project goals to determine if we’re the right fit for you.

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