Free Mist Lab Driver Kit with your purchase of $1000 or more on consumables. Hurry while supplies last!

Shipping & Returns

Shipping

Majority of all consumable orders are processed within 1-2 business days. Orders are not shipped or delivered on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

Shipping charges for your order will be calculated and displayed at checkout. Shipment method selected will be the method used to ship your order. * Overnight delivery is only available for orders with delivery addresses within the continental United States. Delivery delays can occasionally occur. Imagine ships to addresses within the U.S., U.S. Territories, and APO/FPO/DPO addresses.

Free shipping for sending models are set as 2-day shipping as a default. In order to process your model case you must fill out the online RX online prior to shipping. Print and include the order confirmation page with the models. For rush cases please contact us by phone.

Shipment confirmation & Order tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

Customs, Duties and Taxes 

Imagine is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Damages 

Imagine is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim.

Refund/Return Policy

Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused, unopened and in the same condition as when you received it. It must also be in the original packaging. A 15% restocking fee will be issued for all MIST Implant components.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back before requesting a return/refund. Please send a return/refund request email to orders@imagineusa.com with your order and/or invoice number and the reason for refund/return. Once the request has been accepted, directions for returning the item will be issued via email.

There are certain situations where only full/partial refunds are granted (if applicable)

Any item not in its original condition, is damaged or missing parts for reasons not due to our error and/or Any item that is returned more than 30 days after delivery.

Remakes/Adjustments (Prosthetics)

To request a remake for a prosthetic order- please resubmit the prescription online as you would a new prescription order and use the same reference number as the original order.

In the special instructions enter the original Order number and the remake reason and date. Once we validate the remake reason, we will notify you of any charges you will be responsible for. All customers will be responsible for all shipping charges.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card and/or original method of payment, within 5-7 business days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at accounting@imagineusa.com.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at orders@imagineusa.com and send your item to: 1945 W Commonwealth Ave. Unit A, Fullerton CA 92833

Shipping

To return your product, you should mail your product to the following address:

Consumable Orders: 1945 W Commonwealth Ave. Unit A, Fullerton California US 92833

Prosthetic Orders: 607 S. Euclid St.  Fullerton California US 92832

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

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