NEED HELP?

Let us know if you can’t find what you are looking for. You can call us at 301.874-1160 7:30 a.m. to 4:30 p.m. EST or email us anytime.

 

CUSTOMER SERVICE

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


Painting and Cleaning Recommendations
Shipping
Processing and Shipping Times
Freight Damage
Return Policy
Taxes
Pricing and/or Typographical Errors
Product Photographs, Renderings, & Descriptions
Other Conditions

 

Painting and Cleaning Recommendations: PVC does not require paint to maintain its integrity. Imagination Millwork recommends painting its products if you want to seal any rough edges to increase the products' resistance to dirt and/or mildew; after installing the product, based on your fastening option, you want to achieve a uniform color; or you want to paint the product a specific color. Imagination Millwork recommend the use of a 100% Acrylic paint [no primer is necessary] like one from Sherwin Williams or Benjamin Moore. While dark colors have in the past been prohibited, Sherwin Williams now carries a line of paint that allows for a variety of darker colors. Imagination Millwork is not affiliated with either Sherwin Williams or Benjamin Moore and does not guarantee any specific outcome from using any of these products. Always check with the manufacturer for specific instructions on how to use its paint.

Keeping your PVC product clean will help prevent mildew from adhering to the paint, or dirt, on the products. You can easily clean your PVC product using a mild detergent and water.

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Shipping: Shipping for all Imagination Millwork products are via UPS Ground Service.  Shipping costs and times are based on your location and are calculated at check-out. 

  • U. S. Shipping Only! - Sorry but at this time shipping is only available within the contiguous United States. WE DO NOT SHIP TO CANADA.  Please check back periodically for changes in this policy.
  • P.O. Boxes: Imagination Millwork cannot ship to post office boxes.

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Processing and Shipping Times: Imagination Millwork's processing time for built-to-order products are (2) two-weeks from the date of the accepted order. Custom order processing time varies. Items ordered together may not arrive in the same box. We make every effort to process your order as quickly as possible and you will be notified, via email, as soon as your order is completed and ready for shipping. All products are shipped, from our warehouse, via UPS standard ground services and generally will arrive in 3-7 business days. If there is a delay, we will also notify you by email.

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Freight Damage: Please inspect shipments immediately upon receipt. Items, no matter how well packaged, may sustain damage during shipment, even if the carton appears to be in good condition. If the item(s) have been damaged during shipment, you must file a claim directly with  UPS

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Return Policy:

Imagination Millwork's built-to-order products are not stocked and are built specifically, for you, when you place your order. All built-to-order products are only returnable for merchandise credit.

A 20% restocking fee will be charged for returned orders.

ITEMS MUST BE RETURNED UNINSTALLED, UNUSED, AND IN RESALABLE CONDITION OR NO MERCHANDISE CREDIT WILL BE ISSUED.

You must call us for a Return Goods Authorization number (RGA#) and UPS label (a return label will be sent to the email address you provided at the time of the order) by calling our Customer Service Department at 301.874.1160. You can leave a message on voicemail. You can only request a RGA# within 2 business days (excludes Saturday, Sunday or any Federal Holiday) after you receive the shipment.  

ITEMS MUST BE RETURNED IN PACKAGING THAT IS APPROVED BY UPS. If you are reusing the original packaging make sure it is in good enough condition to meet UPS' packaging standards.

Imagination Millwork is 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.

Custom Orders: Custom-made items are based on your measurements and specifications and are, therefore, non-returnable. If you receive an item this is defective, or not as ordered, please contact us immediately. 

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Taxes: Imagination Millwork will collect sales and/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.

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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.

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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.

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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 without notification.

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