FAQs

Do you have a retail store location? 

Presently, we are only available for business online. 

Is the website only available in English?

Currently, we do not possess the capabilities to broadcast to diverse languages. 

What payment methods are accepted? 

We accept online payment services (i.e. PayPal, Apple Pay), debit or credit card payments. 

What currencies are accepted?

The currency primarily accepted is the U.S. dollar.

Why was my payment declined? 

Reasons for declined payment include the following but are not limited to: insufficient funds, incorrect debit or credit card information, inaccurate personal information, fraud, etc. 

Do I have to verify my order with my personal information? 

Personal information may be required for orders to be processed. It is our responsibility to prevent our customers from any unwarranted billings. If the verification is not completed, your order can be denied or canceled.

Is your website protected against identity theft, fraud, or inappropriate internet activities?

As no website is 100% secure, we abide by guidelines, regulations, and principles that afford superior protection of our customers' information. (Read our Privacy Policy.)

How long will it take for my item to be delivered? 

The delivery date is dependent on the processing time and the shipping time. The processing time is the time it takes to properly prepare your order for shipment. This includes preparing items, performing quality control, and packing for shipment. And the shipping time is not associated with the processing time. Typically, shipments can take 2-4 weeks (business days). But in most cases, you will receive your purchase in less time. Also, the shipping time is decided by the shipping method you select and the distance of your destination. Furthermore, we do not control the containment time of any merchandise at customs control checkpoints once shipped.  

What if I'm not home when my order arrives? 

It is recommended that you or somebody else be at home to receive your order. A signature may be required when your order arrives. If you have missed the package, please check with your local post office. Have your tracking number with you in order to pick up your package as soon as possible.

Why was my order delivered in two or more packages? 

Orders may be divided into different packages due to a difference in processing time. Also, there may be items in your order which need to be divided. In addition, working with multiple vendors means that it may be necessary to divide certain items that you have ordered.

How do I track my order? 

As soon as the record becomes available, an email will be sent to you with the tracking number and link to your order. 

Why have I not received my tracking number yet?

Shipping takes some time to be updated when it is in transit or customs checking. Also, it takes time to receive updated information from the shipping company. Additionally, the email sent with this information may have ended up in your spam or junk box. We will do our best to keep you updated. We thank you and appreciate your patience! 

 What should I do if there is an issue with my order or have questions?

We encourage you to contact us at support@impérial.co