Shipping + Returns Policy
- We are able to ship anywhere within the United States and internationally with a few exceptions. Please see below for a full list of countries we do not ship to.
- Orders ship Monday through Friday.
- We offer free shipping within the US on orders $150 and over (before tax).
- Orders shipping within the US under $150 before tax incur a flat shipping fee based on the weight of your order.
- Shipping fees, customs, duties and taxes will be calculated at checkout for orders shipping internationally.
- Please allow 1-2 business days for order processing before they ship.
- We will work to get your order to you as quickly as possible, but please note that our shipping lead times are all estimations and we cannot guarantee an order to arrive by a specific time. We encourage you to ship all items to a permanent address in order to ensure successful delivery.
We offer international shipping through a shipping broker - shipping fees, along with customs, duties, and taxes are calculated at checkout based on the shipping address. Please note that we are not able to accept international returns at this time.
We are not able to ship to the following countries:
- North Korea
- Papua New Guinea
- Saint Kitts & Nevis
- Saudi Arabia
- Solomon Islands
- United Arab Emirates
Shipping Multiple Orders
Multiple orders placed on the same day cannot be combined and will ship separately.
Shipping to Multiple Locations
We are not able to split up an order and ship to multiple locations. If you wish to send items to different locations, please place a separate order for each shipping address.
We are unable to change or update a shipping address once an order has been placed. Please be sure to check your shipping details prior to submitting your order.
We are able to ship our products to U.S. Military APO/FPO addresses. When completing your shipping address during checkout, please make note of the following:
- The City must be entered as either APO or FPO
- The State must be selected as either ‘AA’, ‘AE’, or ‘AP’
- The Country must be United States
- You must enter your Zip Code
- Always remember to enter your full name, grade, and PSC or unit number
Please note: Orders shipped to an APO/FPO address take longer to be delivered. Please allow 2-4 weeks for your package to arrive.
Customer Service Hours
Our customer service team is available Monday through Friday 10am – 6pm EST. If you send an email over the weekend, our customer service team will contact you the next business day.
We make every effort to accurately describe the products we sell and to inspect them before packing. If you want to return an item, please follow the return process instructions below - for damaged, missing or incorrect items, please follow the instructions in the “Damaged, Missing or Incorrect Items” section below.
Products are eligible for return if they are:
- Returned within 30 days of receipt
- Not worn, laundered, altered or otherwise used
- In a clean/unsoiled "as new" condition with original tags, labels and/or packaging
- Packed and shipped in a manner to prevent damage to the item in the return shipment
- Not discontinued or items marked as final sale
- Shipping from within the US - we are not able to accept international returns at this time
Return Process Instructions:
- Go to the IMAX Store Returns Center and enter your email or order number to start the return process
- Select the eligible item(s) and reason you want to return to generate an estimated refund
- Confirm Return and Refund to access and print shipping label
- Follow instructions for the proper shipping of your return item(s)
- Once eligible item(s) are received and inspected at our warehouse, a credit will be issued to the original payment method used for purchase. Please note a flat fee of $5.99 for return shipping will be deducted from your refund.
Late or missing refunds (if applicable)
If you haven’t received your refund yet, please check with your bank or credit card company, as it may take some time before your refund is officially posted. There is often some processing time before a refund posts. If you’ve done all of this and you still have not received your refund within 3-7 business days after receiving your refund confirmation email, please contact us at firstname.lastname@example.org.
We are not able to offer direct exchanges. If you need a different size or color of an item you ordered, please place a new order when your return is processed.
Damaged, Missing or Incorrect Items
In the unlikely chance that merchandise was damaged in shipment, please do not use the items until a claim can be submitted.
If the packaging appears opened or damaged upon receiving your order, please notify the customer service team immediately by reaching out to email@example.com. Before reaching out, please:
- Check the contents of your package and verify that you received what was ordered against the confirmation email
- Retain all packaging materials if items are damaged or missing
- Take pictures of the damaged and/or incorrect items along with any damaged packaging to provide to the customer service team
If you have a question or problem, please contact us via email at firstname.lastname@example.org. You may also get information about your order history under My Account in the top right of the IMAX Store navigation bar.