How do we contact support?
Head on over to our Contact Us page and we'll be happy to chat! Or call us at 1-866-619-5772 to speak with someone directly.
What do I do if my item is arrives damaged?
Upon receipt of your order, make sure to thoroughly inspect the exterior of the package for any signs of damages and take photographs if necessary. Also, make note of any said damages upon signing the delivery form.
Receiving a damaged good is unlikely but if it does happen, please contact Customer Support ASAP and we will assist in organizing an exchange.
What if the item doesn't fit in the space I intended to put it?
Please make sure that the item will fit before ordering. If you find that it doesn't fit then our cancellation/refund policies apply.
Why was my item backordered?
Please see our backorder policies on our Shipping and Returns page.
What if I want to cancel my order?
Orders that are cancelled after the item has shipped will be subject to our restocking fee policy.
Cancellation of orders after 48 hours (of items that have not shipped) will be subject to a 20% cancellation fee.
When will my order ship?
We typically process orders within 24 business hours but dependent on order load and other circumstances this could take up to 72 hours.
Upon shipment, we will send you a tracking number.
When will I receive my order?
Orders usually take between 3-5 business days from shipment to delivery.
Note that for large orders shipping Less Than Truckload (LTL) a person will have to be present to sign and inspect upon delivery.
Also note that some of our shipping partners will call beforehand to schedule a time with you for delivery.
Will the shipping company setup the product in my house?
This is commonly referred to as White Glove delivery. Some of our products ship White Glove while other ship standard and first enclosed area.
Unless stated on the product page, assume that your item will be delivered to the first enclosed area.
For White Glove delivery, this service includes 3-5 stairs. Additional stairs will cost extra.
Please reach out to support with any questions.
How much is shipping?
FREE! Always and forever to anywhere in the lower 48 states. For Alaska, Hawaii, Puerto Rico or International, please Contact support.
For premium and expedited shipping, please contact support.
Can you ship to PO Boxes or APO/FPO?
At this time we do not offer shipping to theses types of addresses.
How do I track my shipment?
Upon shipment of your order, you will receive an email with the tracking number and information.
ORDER AND RETURNS QUESTIONS
What if my order is damaged?
If your order arrives damaged, please let us know at email@example.com and we will get a new product shipped or help you claim a warranty.
Our manufacturers offer Warranty policies ranging from 1-10 years. Please see manufacturer websites for full details on warranties.
What if I don't like the product? How do I return a product?
While we are confident you will love our products sometimes opinions differ. If you aren't 100% satisfied (other than damages and defects), we do offer a no-hassle return policy. If you're not happy, we aren't happy.
You have 30 days after receipt of your item to initiate a return request. Please note that there is a 25% restocking fee and the customer will be responsible for any return shipping costs.
Also, the returned item must be in new, unused and in it's original packaging. Upon receipt, a IMC Surplus specialist will inspect the item. If any damage or defect is noticed than additional fees will be applied.
Refund credits are only credited to the card used for purchase.
Are there any fees for returning an item?
A 25% restocking fee applies to returned items unless the item is defective or damaged, you received the wrong item or the fee is prohibited by law.
Who pays return shipping?
For returns that are NOT damaged or defective, the customer is responsible for return shipping costs.
How long is the return process?
Dependent on current workload, returns are typically processed in 2-5 days.
Is it safe to purchase online?
Yes! Your security is our utmost priority. We use state of the art 256-bit encryption which ensures your details and credit card information are 100% secure. We aren't able to view any of your details and we wouldn't even if we could!
What security do you use to encrypt my data?
We use 256-bit encryption which is industry standard. We are also PCI compliant and on top of that we are secured by Shopify's HTTPS security protocol as well. You're safe with us!
Is my email and other information safe?
Unlike some companies, we will NEVER sell your email address or other information to other companies.