Let us know if you can’t find what you are looking for. You can call us at 301.514.8550 7:30 a.m. to 4:30 p.m. EST or email us anytime.
How to Contact Us:
Customer Service Email: customerservice@imaginationmillwork.com
Hours: 7:30am-4:30pm EST, M-F
Mailing Address:
Imagination Millwork, Inc.
4821 Winchester Boulevard, Unit 110
Frederick, Maryland 21703
Phone: 301.514.8550
Shipping
Shipping Rates & Delivery Times
Freight Damage
Cancellation
Return Policy
Return Policy for Custom Orders
“My Slip-up” Discount Policy
Refunds
Taxes
Pricing and/or Typographical Errors
Product Photographs, Renderings, & Descriptions
Other Conditions
Shipping: At Imagination Millwork, Inc. you will never be charged a handling fee or flat rate shipping fees. Imagination Millwork, Inc. only charges our customers the shipping rate that the carrier charges us. We even pass along any “discounted” volume shipping rates we get. That may sound like one of those hokey late-night infomercials gimmicks but we are not offering a free trial or anything like that. It is just as a consumer I was always frustrated with the ploy of handling charges – which should be a cost of producing the product - instead of just being asked to pay for the actual cost of shipping, period.
Shipping Rates & Delivery Times: Imagination Millwork, Inc. is currently working on its web integration to bring you the ability to determine shipping rates and delivery times on-line. Please bear with us through the process of setting this up. Until then, please refer to these general guidelines and contact customer service for an estimated shipping rate and delivery time for your order:
• Domestic Shipping – Our products can be shipped regular ground or via Carrier Freight depending on size, weight or cost factors.
• Carrier Freight - A carrier freight charge is applied to any product 95" wide and over. Products of this size exceed the maximum width allowed for most ground shippers. For Carrier Freight we can quote approximate costs to your delivery point. Carrier freight deliveries can only be made to locations with a physical street address. All shipments must be signed for, so please include your phone number so the transportation company can notify you before delivery. The delivery driver is responsible only for delivery, not offloading. You may have to provide assistance for items difficult to unload from the truck.
• P.O. Boxes: All shipments to post office boxes will be via US mail. Oversized items cannot be sent to post office boxes.
• 2nd Day / Next Day Air Shipping ()
Only blinds and wallpaper can be sent by air. Home accessories and custom products can only be shipped ground transportation.
• U. S. Shipping Only! - Sorry but at this time shipping is only available within the contiguous United States. Please check back periodically for changes in this policy.
Freight Damage: All shipments are photographed in the box prior to shipment to assure our customers that they were shipped in good order. Please inspect shipments immediately upon receipt. Items, no matter how well packaged, may sustain damage during shipping, even if the carton appears to be in good condition. If the item(s) have been damaged during shipment, be sure to notify the office of Imagination Millwork, Inc. within three (3) days upon receiving the item, allowing proper time to file a claim through the carrier. A claim will be filed with the carrier to credit your account for the damaged item(s), which we will replace at no cost. If the damaged product is repairable with replacement parts, these parts will be shipped at no cost. Imagination Millwork, Inc. will not be responsible for expedited shipping of any replacement parts or products. If you would like to return the damaged product with no replacement, the return will be subject to our standard return policy.
Cancellation: You must contact Imagination Millwork, Inc within 2 business days (excludes Saturday, Sunday or any Federal Holiday) of placing your order to request a cancelation and obtain a Return Goods Authorization if the item(s) can be returned. There are NO EXCEPTIONS to this policy.
Return Policy: To return a product, you must call us for a Return Goods Authorization number (RGA#) by calling our Customer Service Department at 301.514.8550 and we will refund, replace or exchange it for you. You can only request a RGA# within 30 days after you receive shipment. Please make sure you write this number on the outside of the box you send back to us. Returns without an RGA# may be refused and/or subject to a 50% restocking fee. Refused orders shipped by common freight carrier will be subject to 50% restocking fee and a $119 freight refusal fee. You must return products within 30 days after the RGA# is issued. ITEMS MUST BE RETURNED UNUSED, UNASSEMBLED, OR UNINSTALLED AND IN THEIR ORIGINAL PACKAGING AS SHIPPED BY IMAGINATION MILLWORK, INC. ANY ITEMS RETURNED IN PACKAGING OTHER THAN THE ORIGINAL PACKAGING WILL BE REFUSED.
We are not responsible for any labor costs, which occur as the result of the installation of wrong or defective parts.
Any order containing a discount of any kind will be considered FINAL SALE. Sale, discounted, closeout, custom-made or modified items are also considered final sale and under no circumstance can be returned.
Return Policy for Custom Orders: Custom-made items are based on your measurements and specifications and are therefore non-returnable. If you receive an item that is defective or not as ordered, please contact us immediately and we will fix it. Any error on our part, or the manufacturer's, will be promptly corrected.
“My Slip-up” Discount Policy: If you make a mistake with your measurements, we will offer you a "boo-boo" discount of up to 10% on a replacement order.
Refunds: We will notify you via e-mail of your refund once we have received and processed the returned item. Please note: we will refund shipping costs only if the return is a result of our error. We will do our best to process the return quickly. Please allow up to 30 days for processing. Refunds will be credited to the original purchasing credit card account number only. If you paid by check please allow an additional 7-10 days for delivery of check via USPS.
Taxes: Imagination Millwork will collect sales or other applicable taxes on all orders shipped within the state of Maryland. All applicable taxes will be clearly displayed on your final order or receipt. State sales and other tax rates are subject to change at any time.
Pricing and/or Typographical Errors: In the event a product is listed at an incorrect price due to typographical error, or error in pricing information received from our suppliers, Imagination Millwork, Inc. obtains the right to refuse or cancel any orders placed for product listed at the incorrect price. Imagination Millwork, Inc. shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and/or payment has been completed. If your credit card has already been charged for the purchase, and your order is canceled, Imagination Millwork, Inc. will immediately issue a credit to your credit card account in the amount of the incorrect price.
Product Photographs, Renderings, & Descriptions: The photographs, renderings, and descriptions of the products on the Imagination Millwork, Inc. website are provided by the manufacturer. Imagination Millwork, Inc. is not responsible for any variation in product description or specification provided by the manufacturer.
Other Conditions: These Conditions will supersede any terms and/or conditions you include with any purchase order, regardless of whether Imagination Millwork, Inc. signs them or not. We reserve the right to make changes to this site and these Conditions at any time.
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