FAQ
This FAQ page answers common questions about shipping, tracking, returns, exchanges, payments, order changes, and general support at Imaphotic.
Shipping and Delivery
What are the shipping times?
Orders are usually processed within 3 to 5 business days. During busy periods, processing may take up to 10 working days.
Delivery time depends on the product, shipping method, and destination. For many orders, delivery may take between 12 and 20 days, but in some cases it can take up to 1 month due to customs, logistics conditions, postal delays, weather, or high order volume.
For full details, please review our Shipping Policy.
Do you ship worldwide?
Yes, Imaphotic ships worldwide. Shipping fees and available delivery options may vary depending on the destination and the items ordered.
Is free shipping available?
In most cases, free shipping is available. However, free shipping may not apply to certain products, including large mask items, and may also not apply to some destinations.
Can I track my order?
Yes. Once your order has shipped, you will receive a shipping confirmation email with your tracking number. Tracking information usually becomes active within 24 hours.
My order has not arrived yet. What should I do?
If your order has not arrived within 30 days, please contact us at info@imaphotic.com so we can review the shipment. If fewer than 30 days have passed, the package may still be in transit.
Can one order arrive in more than one package?
Yes. In some cases, free shipping orders may be split into more than one package, especially when the items are heavy.
Returns and Exchanges
What is your return policy?
Our return policy lasts 7 days from delivery. To be eligible, the item must be unused, in new condition, include its original tags, and be returned in the original packaging with proof of purchase.
For full conditions, please review our Return & Refund Policy.
Do I need to contact you before returning an item?
Yes. You must contact Imaphotic before sending any return. Returns sent without prior contact and review may not be accepted.
Do you accept exchanges?
Exchanges are available only for items that are defective, damaged, or if the wrong item was sent.
Are sale items refundable?
Sale items are almost always non-refundable. However, if the issue was caused by a mistake from our side, we may review the case accordingly.
Are discount-code orders refundable?
No. Orders placed using a discount code are not refundable.
Who pays return shipping costs?
Customers are responsible for return shipping costs. Original shipping charges are generally non-refundable, except in cases where the mistake was made by Imaphotic.
Payments and Pricing
What payment methods do you accept?
We accept major payment methods available through our checkout, including options such as PayPal, Visa, Mastercard, American Express, Discover, Diners Club, Maestro, Bancontact, iDEAL, Shop Pay, Apple Pay, and Google Pay, depending on availability at checkout.
Is my payment information secure?
Payment information is processed through secure checkout systems. We do not recommend sending sensitive payment details through unsecured communication channels.
Why did the price appear different at checkout?
If you view the store in a different currency, the displayed amount may be converted for browsing purposes. Final checkout charges may be processed in the store’s active checkout currency.
Orders, Sizes, and Changes
Can I cancel my order?
Yes, order cancellations are accepted only if the shipping process has not started within 24 hours of the order being placed.
Can I change my order after placing it?
If you need to change your order, please contact us as soon as possible. Changes are generally only possible within 24 hours, before the shipping process begins.
Can I change my shipping address?
Yes, but address changes should be requested within 24 hours. After the order has been shipped, address correction is not guaranteed and depends on the shipping partner.
Why does the size seem different from what I expected?
Please review the size chart carefully on each product page before ordering. Some products may use measurements that differ from what you are used to, and sizing can vary by item. The product page should always be checked before choosing a size.
Damaged, Wrong, or Missing Items
What should I do if I received a damaged item?
Please contact Imaphotic at info@imaphotic.com. Damaged parcel cases may also be reviewed with the shipping carrier to help determine what happened. Please keep all packaging materials and the item itself.
What if I received the wrong item?
If you received the wrong item, please contact us by email with your order details so we can review the case and guide you on the next step.
What if my package is lost?
Lost package cases can be reviewed by Imaphotic support. If your order has passed the expected review window, contact us with your order number and tracking details.
Need More Help?
If your question is not answered here, please contact us at info@imaphotic.com.
You can also review our other policy pages for more details: