Frequently Asked Questions
How do I contact you regarding my order?
When will my order ship?
All orders normally ship out within 1-2 business days of being placed. You will receive a confirmation e-mail with the tracking number for the order once the order has shipped. You can track the order at Fedex.com. The tracking number will also show the estimated delivery date of the order.
What if I don’t receive my order?
If you are not received by the estimated delivery date, or with 7-9 business days, please contact our Customer Service department by e-mail at email@example.com. Our Customer Service representative will file a claim with the shipper. Be advised that the process can take 1-3 business days to be resolved.
What if I want to cancel my order?
All cancellation requests must be made within 1 hours of placing the order. Customers who want to cancel an order must contact our Customer Service department directly to provide the best opportunity to cancel the order before it ships from our warehouse. Please be advised that the process can take 24-48 hours and the cancellation is not guaranteed due to the volume of shipments we process daily.
What if my order is received damaged?
In the event that your order is received damaged or broken, we ask that you please inspect the item thoroughly before contacting our customer service department. We ask that customers take a minimum of (2) pictures of the damaged item and e-mail them to firstname.lastname@example.org. Please include your order number or FedEx tracking number in the subject line of your e-mail to us, along with the item SKU number which can be found on the shipping label of the box. Please allow let us know how we can resolve the issue for you, i.e., “replace the damaged/defective item”.
I returned the item, why haven’t I received my refund?
If you returned your order and were given an (RA#) return authorization number and you have not received your refund yet, it could be for a couple of reasons. Most refunds are processed immediately when receipt of the order has been confirmed and the return information has been updated in our system. It normally takes 2-3 business days for the credit to post back to the customer’s bank card/account, depending on the customer’s bank. Purchases made using Paypal or gift cards can sometimes take a day or two more. Always be sure to confirm that the shipment has been returned using the tracking number provided by the return shipper. If this can be confirmed and you still have not received your refund, please contact our customer service department.
Why didn’t I receive a product manual with my order?
Not all of our products have a product manual, particularly items that do not require assembly
What if I purchase my order through eBay and found it for less on another website?
Imperium Furniture sells its products through several retail partners such as E-bay, Wal-Mart, and Sears, to name a few.
However, each online retailer sets and regulates their own price points. We do not subsidize, discount, or refund any item sold through one of our retail partners. Customers who request a refund for the price difference of an item purchased through a competing vendor will have to contact that particular vendor to address the issue.
What if I want to return the item, what is the warranty for this item?
All items have a 30-day return/warranty period.
What if I need replacement parts for this item?
Imperium Furniture purchases directly from overseas vendors, which allows us to offer you the customer, the best price for our products. We do not sell parts for the products. In cases where an item is damaged or defective and the customer would like to have the part replaced, we have a limited amount of parts available from the supplier. These parts are primarily for orders that are still within the 30-day purchase warranty.
What if I purchased/received the item as a gift?
At Imperium Furniture we are aware that some orders that customers receive were as a gift from a loved one or family member. Per our warranty policy, we ask that all orders received be inspected upon delivery within 7 days. This will allow you and us to address any issues or concerns that may be associated with the order right away.
When can I expect delivery?
When your order is dispatched we will send you an email with a link to track your delivery. You can also check the latest status of your order by visiting My Account.
How do I make changes to an order?
Send us an email to email@example.com
What do I do if I’m missing items from my order?
If you are missing an item, check My Account to confirm that all the items in your order have dispatched. Frequently items are coming from different warehouses and due to availability may not always arrive together.
If the missing item in question has dispatched, click on the ‘Track Your Package’ button on My Account where you can find the most up-to-date delivery information.
If your item is lost, please contact us so that we can get your item(s) to you as soon as possible.
What do I do if I received the wrong item?
Did you receive a delivery from us but it isn’t what you ordered? We’ll be happy to fix that.
Replacing Damaged Items or Missing Parts
If your order arrives damaged or defective, we can offer a replacement unit or parts at no cost. Simply report a damaged item via My Orders.
If you prefer to return the item, we will refund the item’s price and delivery cost to your original payment method within 5 business days of pickup. You may have to upload a picture of the damaged item. We recommend that you inspect your item upon delivery and report any issues within 30 days of receiving the item.
If your package appears severely damaged upon delivery, please write down “Package Damaged” when signing the delivery slip. Afterward, you can request a replacement at no extra cost on the My Orders page.