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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.

Return/Exchange Policy

Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we cannot offer you a credit 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 consumable products and 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/exchange. Please send a return/refund request email to orders@imagineusa.com with your order and/or invoice number and the reason for return/exchange. Once the request has been accepted/approved, directions for returning the item will be issued via email.

No refunds will be issued. Only credits will be applied to your account.

Any item not in its original condition, is damaged or contain missing parts for any reason/s not due to our error and/or any item that is returned more than 30 days after delivery will not be accepted. For questions/concerns contact us at orders@imagineusa.com 

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. A credit card will be requested prior to delivery

Exchanges (if applicable)

We only replace items if they are defective. We have the right to issue an exchange of item at our own accord. 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, please send request a return first via email. Returns should be mailed to the following address:

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

Prosthetic Orders: Attention: Production Returns: 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 credit.

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 traceable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

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