FAQ

Can you inform me when there are new products or special promotions?

Simply register to receive emails with updates on new products, promotions, events and other special announcements.

What is the Address Book and how do I use it?

Being a registered user offers you a quick checkout as you will no longer need to re-enter your shipping and billing information. When an order is placed, the data will be entered automatically.

How can I become a distributor?

I Max products are distributed worldwide by authorised distributors, if you would like to become part of our family please contact customer service.

Do you offer wholesale prices?

Yes, we offer wholesale prices. If you are a distributor and have a VAT-registered business related to our products, you can contact our customer service and activate a wholesale account. To speed up the process, please do the following: 1) register on our website, 2) send info@imaxshop.com an e-mail with: A) your 'User ID' on the I Max website, B) a copy of your business licence, C) your company and business details.

Requests will be processed within a few working days from the date of receipt. You may be asked to provide additional information to further qualify your application. After approval, you will receive an e-mail confirming your wholesale account qualification. The next time you log in, you will be able to see the wholesale prices.

Is my personal and credit card information secure on your website?

Yes, we have taken several measures to protect all information received from our online visitors, and its use is protected from unauthorised access.All transactions are completed on our bank's secure server. In secure mode, the bank's computer and server send the data in an encrypted format. For security reasons we do not keep the customer's credit card details on our server, all transactions are carried out on our bank's online server.

What is your privacy policy?

We will never pass on your address, e-mail or personal information to third parties. All information collected on this site will be used for anti-fraud control, verification or internal marketing purposes. For more details about our privacy policy, please click Privacy.

What are your shipping costs?

We calculate shipping costs based on our negotiated rates with UPS or other major couriers. We pass the savings on to you, our customer.

When will my order be shipped? When will it arrive?

If your order was placed from Monday to Thursday it will be shipped the same day or the next day. If your order was placed on Friday before 15:00, your order can be shipped the same day, otherwise it will be shipped on Monday. You will receive a confirmation e-mail once your order has been shipped. For more information on delivery times please click on Shipping Rates. NOTE: For consumer protection, all orders are subject to review. At times, this may cause a slight delay in processing your order. Your patience is greatly appreciated.

How do I know that my order has been shipped?

When your order has been shipped, we will send you another e-mail with your tracking number and a link where you can track it online.

What is the difference between 'Order Date' and 'Shipment Date'?

On most sites, 'Order Date' and 'Shipment Date' are not the same thing. For example, if you place an order on Friday at 11pm, the package will not be shipped until after the weekend. When you place an order, you will see different shipping options on the order page. Although most orders are shipped the same or next day, please take weekends and holidays into account when considering shipping dates.

Which countries do you ship to? What about duties and taxes?

We ship worldwide (with a few exceptions). If you are in Italy, VAT must be added to the prices. If you are outside the EU (European Union), you only pay the list price without VAT (Value Added Tax). If you are in the EU and you are a registered company, provide your VAT (Value Added Tax) number when placing your order so that you do not pay VAT, otherwise you have to pay it. However, when the parcel arrives in your country you will not pay any tax or duty.

If I send my package as a gift, will the recipient receive an invoice?

Yes. If you wish to remove the invoice from the package, please send us an e-mail immediately after placing your order.

Will my credit card be charged immediately?

No. Your credit card will not be charged until your order has been shipped. When we enter your credit card details on our bank's secure server, we will give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. We will send you another e-mail notification when your order has been shipped and we have charged your credit card.

Why should I become a registered user?

As a registered user you will not need to re-enter your shipping and billing information. When you place an order the information will be filled in automatically. Also, with registration it is easier to make gifts. Your family and friends can be saved in the address book so that you do not have to write down the information each time you send a gift.

What is the status of my order? How do I track my order?

Once you have placed an order, you can check its status at any time from your account page. Once your order has been shipped, you will receive a shipment confirmation e-mail, which will contain your tracking details.

How do I change or cancel an order?

To cancel a recently completed order or if you wish to change it for any reason, you should send an e-mail to our customer service department as soon as possible. We will make every effort to accommodate your request. However, since our system is designed to fulfil orders very quickly, we cannot cancel or change an order once it has entered the shipping process.

Why do you call or e-mail me to verify my order?

For your safety and protection, if in the course of normal anti-fraud checks we notice anything suspicious about your order, you will be called or sent an e-mail to verify your information.

What are my payment options?

We accept Visa, Mastercard, Klarna, Stripe, Nexi and PayPal. It is also possible to pre-pay your order by sending a Bank Transfer. Cash on delivery is currently only available in Italy and for a limited number of customers in the EU. Please contact customer service for more information on COD.

What is your returns policy?

Customer satisfaction is our goal, please check our policy on product returns in Customer Service.