How do I contact customer service?

The best way to get a quick response is to send us an email:

Sales: sales@imaginegate.com
Customer Service: support@imaginegate.com
Returns: returns@imaginegate.com

Our normal hours of operation:

Monday through Friday 10am to 6pm PST

Weekends 12pm to 5pm PST

Our hours are subject to change depending on the season.

E-Mails are regularly checked 24 hours a day - 7 days a week.

Mailing and Returns address:
ImagineGate
P.O. Box 711773
Santee, CA 92072

What payment types do you accept?

• We accept MasterCard, Visa and Paypal directly through Yahoo! Ecommerce 128 bit secured server.
• Paypal payments are accepted via Paypal's secure server. Once on the Paypal checkout after your transaction is authorized, please wait. You will be directed back to our checkout page for confirmation details.
• We can also accept checks or money orders, please email or call for details.

I live in the U.S. and my order total was over $100. How do I get free shipping?

• Free shipping for orders over $100.00, enter coupon code "fship" upon checkout and receive free shipping on your order via USPS Priority Mail, please remember to select USPS Priority as shipping option, or coupon won't work.
• Coupon valid in the United States only, does not apply to International orders.
• Oversize shipping charges will still apply to all orders with packages over 30".

I placed an order through your web site. Can I modify or cancel my order before it actually ships?

• Orders on in-stock merchandise may be cancelled anytime up to the time of shipment for a full refund. Pre-ordered merchandise is subject to a 20% administrative fee if cancelled prior to the scheduled release date. We cannot cancel an order once it has been shipped. However, we can accept returns on new unused items up to 15 days from the date of shipment. Please refer to our return policy for more information.  If you need to cancel or change an order contact us by email as soon as possible: support@imaginegate.com

I just placed an order, has my item been shipped?

• We will send you an email confirmation with tracking number once your order has shipped. 
• All orders are typically shipped within 48 hours. Priority orders received before 12 noon PST will typically be processed the same day. Orders received after 12:noon PST will typically be processed the next business day. The speed of delivery depends on the carrier and class of mail selected. Please refer to our shipping info page for more information on shipping times and order tracking.

You sent me a USPS shipping notification and tracking/confirmation number but the USPS website online tracking system states that my item has not been shipped.

• It is possible that it may take up to 48 hours or longer before the package is checked into the carrier's tracking system. This basically means that even though your package has left our warehouse, the carrier may not be able to provide any information about your package for up to 48 hours or more.

You sent me a UPS shipping notification and tracking/confirmation number but the UPS online tracking system states that my item has not been shipped.

• It is possible that it may take up to 48 hours or longer before the package is checked into the carrier's tracking system. This basically means that even though your package has left our warehouse, the carrier may not be able to provide any information about your package for up to 48 hours or more.

Will ImagineGate ever charge my credit card before my order is available for shipping?

• No. ImagineGate does not charge credit cards or otherwise bill a customer until the order is ready to be shipped. Once we have the authorization from our credit card company that the payment went through, your order will be shipped in the next 1-2 business days.

I received an email from ImagineGate stating that my credit card was declined. Will my order be cancelled?

• We give you this notice to give you the opportunity to update your information. You can do this by contacting us by email: support@imaginegate.com.  We will try your card again in 7 days. If it does not go through you will be sent another notice. This will be the last notice you receive from us. We will try your card one more time, again, 7 days later. If the card does not go through your order will be automatically cancelled.

Can multiple coupon codes be used on one order?

• Coupon codes cannot be combined with other codes or with sale/promotion prices.

What kind of discount is available if I order more than one collectible at one time?

• We always combining shipping with multiple items purchased.  This way you get the best shipping rate and can save.  You have the option to choose between UPS and USPS shipping rates.  You always can calculate and view your exact shipping costs at checkout before you complete your purchase.  

What delivery company does ImagineGate use?

• All orders, domestic and international, are shipped through either UPS or USPS.

Can I pay extra for Express Delivery?

• Yes. Simply select express shipping options when you place your order. Once you enter your address, the various shipping options available to you and the associated shipping costs will be displayed so you can select the shipment option that's best for you. We try our best to fulfill your order but please keep in mind Express delivery time begins once your credit card has processed successfully and your item has shipped.  View our Shipping Info Page for all a shipping methods and estimated shipping times. 

Can I change my shipping option after I have completed my order?

• No. It is not currently possible to change your shipping option once the order is completed. 

Does ImagineGate ship overseas? If so, how can I determine the shipping charges I'll pay?

• Yes, ImagineGate is able to ship to almost any destination in the world via USPS Priority International Mail. To determine your shipping costs, please enter your address and what product you would like as if placing an order. Your charges will appear before you hit the order submit button.  Please review the customs laws and policies for your country to determine if additional duties and taxes will be applied to your order. ImagineGate is not responsible for additional duties, taxes, and/or surcharges applied to international orders. 

Are there extra costs for international orders?

• With over a hundred different countries with different custom and duty structures, it is impossible for us to estimate the costs of customs fees, duties or taxes. Please refer to your local post office or applicable government agency. Any taxes due will need to be paid at the time of delivery by the recipient.  ImagineGate is not responsible for any additional duties, taxes, and/or surcharges applied to international orders

Will you designate this international shipment as a gift or lower the valuation?

• Sorry, we will not undervalue merchandise on customs forms. All items are shipped under our UPS and USPS commercial accounts, which identifies the parcels as retail shipments. Actual sales price is reported for customs as well as insurance purposes. We do this to protect you and your purchase so that your packages arrive on time with minimal inconvenience.

Could you please convert my order to US dollars?

• We currently do not offer currency conversions. We recommend that you check with local services.

What is the ImagineGate Promise?

• ImagineGate is aimed at providing a safer and customer oriented online shopping experience.  We know that when shopping on the Internet there are many choices to make.  Our goal is to become one of your favorite online shops by obtaining a reputation for great customer fulfillment and valued service from start to finish.  Your credit card won't be charged until your package ships.  We provide online order tracking once it has shipped, a 15-day refund policy and daily support via email and a toll free customer service number.  Our company’s reputation is only as good as our last customers opinion.     

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