FAQ

Account creation and management

• Why should I create an account with IMAESTRI?

Non-registered visitors may only view a small portion of our website. Registered users have full access to view, interact with, and purchase our entire catalogue of high-quality interior design products. Click here to request an account.

• How do I create an account?

At the bottom of our Home Page, you will find a “Request Free Account” form. Fill out the required fields and you will have immediate access to our full catalog of products. Requests for Design Trade accounts will be reviewed and access to trade pricing will be granted upon approval.

• How do I delete my account?

To have your account deleted, please email Customer Service at support@imaestri.com or call Customer Service at 1-888-476-3742. We will send you an email to confirm deletion.

• How do I reset my password?

Should you ever forget your password, click on the “Reset Your Password” link on the Login page. We’ll send you an email with instructions on how to reset it.

• How do I change my account settings?

Once logged in, from any page select Account > My Account. From the Dashboard you may edit personal information and manage your Address Book.

• How do I unsubscribe from your newsletter?

Once logged in, from any page select Account > My Account, and then select Newsletter. In this section, uncheck the designated box, removing your email address from our newsletter mailing list.

Basic product information

• How do I get additional product information?

A product description is available on every product page. Additionally, the “Details” section provides technical and shipping information. By clicking on the “Maker & Designer”, you can learn more about that product’s maker and designer. Should you have additional specific questions about our products you can contact Customer Service by email at support@imaestri.com or by phone at 1-888-476-3742 for more information.

• How do I get a tear sheet?

To access a tear sheet, click the “Tear Sheet” button on any product page. A link to an online tear sheet can be shared, or a PDF copy of a tear sheet can be emailed directly to any person. Tear sheets do not include any pricing information.

• How is product availability communicated?

Typically our Partners take between 4 to 6 weeks to make products available after order confirmation. Shipping can be arranged on a weekly basis either by sea or by air. Estimated delivery information is displayed on each product page. If significant delays are anticipated, our Customer Service team will contact you promptly to confirm the order.

• How do I request a product swatch or sample finish?

To request a product swatch or sample, please email Customer Service at support@imaestri.com with product information, indicating the type of finish you are interested in. The estimated delivery time is usually between 7-10 business days.

• Can I see your products in local showrooms or stores?

Currently, IMAESTRI does not have any showrooms or stores in the US. Please browse our site to access our full catalog of products. We offer high-quality images online and are happy to send you swatches. For large contract orders, shipping of sample products can be arranged by calling Customer Service at 1-888-476-3742.

• How do I compare one product to another?

IMAESTRI offers a product comparison functionality to compare features of similar products. Click “Compare”, add the product to the compare list, and then choose “Continue Shopping” or “Go To Compare” to compare all products selected.

• Are your electronic products compatible with U.S. standards?

All of our electronic products work with 110-120V outlets and are in compliance with U.S. and European standards. Some items may require a plug adapter. See each item’s product info section for details.

Placing and managing an order

• What forms of payment do you accept?

IMAESTRI accepts VISA, MasterCard and Discover credit cards. We also accept wire transfers and checks.

• I s the financial information I provide secure?

Your payment information is managed by Authorize.Net, a leader in secure online transactions. Authorize.Net uses 128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions, industry leading encryption hardware, software methods and security protocols to protect customer information, and is compliant with the Payment Card Industry Data Security Standard (PCI DSS).

• Do you collect sales tax?

IMAESTRI does not collect sales tax when billing to customers with verified tax-exempt status. For retail sales, we only collect sales tax on orders shipped to an address in the State of New York.

• May I place an order via telephone?

Yes. Our Sales Team can be reached at 1-888-476-3742 and will be glad to assist you via telephone.

• Do you offer a volume discount?

Yes. We currently offer an additional 10% discount for orders with a sub-total greater than $30,000. For a quote regarding a specific large volume order please contact our Sales Team at 1-888-476-3742.

• When will I be charged for an order?

50% of the Sales Order Grand Total is due to confirm an order. When Credit Card is selected as the payment method and valid credit card information is entered, that 50% amount will be automatically captured at the time of order placement. If Wire Transfer is selected as the payment method, you will have to remit 50% of the Sales Order Grand Total within five (5) business days to our bank account to confirm the order. Wire Transfer information will be emailed to you after order placement.

• How will I know if my order has been placed?

Once your order has been placed, you will receive an email confirmation (Sales Order). After the initial 50% deposit has been received, we will email you an Invoice to acknowledge receipt of payment. The Invoice will indicate both the amount captured and the remaining balance due. Additionally, you will be able to track the status of your order in Order History, in the My Account section.

• How do I check on the status of my order?

In the My Account section is your Order History, which tracks the status of your order(s). This high-level view provides basic sales order details; the special “view” option offers shipping address, billing address, shipping method, payment method, and other details for the order.

• How do I change or cancel my order?

Until the initial 50% deposit is received, your order can be changed or cancelled. Once the deposit is received, you have 48 hours to change or cancel the order. Orders changed or canceled after this time are subject to applicable cancellation fees. Cancellations must be made via phone; no cancellations may be requested via e-mail. To speak with Customer Service, please call 1-888-476-3742. We are available to assist you Monday-Friday, from 9:30am-6:30pm EST.

• Will all the products I order arrive at the same time?

Items will be shipped as they are made available by our Partners. To arrange for special shipping instructions, please contact Customer Service at 1-888-476-3742.

Product shipping and delivery

• What shipping and delivery options do you offer?

IMAESTRI offers four options for shipping and delivery: Ocean freight with standard delivery, ocean freight with white glove delivery, air freight with standard delivery and air freight with white glove delivery.

◦Ocean Freight with Standard Delivery: This service includes delivery to your front door or into the lobby or main entrance (if your shipping address is an apartment or a multi-unit building). Standard delivery does not include the unpacking, assembly or removal of packing materials. Ocean Freight typically takes 10-12 weeks from order confirmation to final delivery. Shipping charges for the continental United States are 9% of the merchandise price, with a maximum charge of $1,195 per item. Shipping to Canada and Mexico is 12% of the merchandise price, with a maximum charge of $1,495 per item. Shipping to Alaska, Hawaii and Puerto Rico is 15% of the merchandise price, with a maximum charge of $1,865.

◦Ocean Freight with White Glove Delivery: For an additional $395 per item, our service partners will carefully unpack and inspect each item of your order, assemble it in the room of your choice, and upon approval remove all associated packing materials. This service does not include wall mounting, electrical, structural changes or the removal of previous items. White Glove service includes a call from our service provider to schedule delivery at a time convenient for you. We require customer inspection of their delivery upon arrival as well as signature upon receipt. Ocean freight typically takes 10-12 weeks from order confirmation to final delivery. Shipping charges for the continental United States are 9% of the merchandise price + $395, with a maximum charge of $1,590 per item. Shipping to Canada and Mexico is 12% of the merchandise price +$395, with a maximum charge of $1,890 per item. Shipping to Alaska, Hawaii and Puerto Rico is 15% of the merchandise price +$395, with a maximum charge of $2,260.

◦Air Freight with Standard Delivery: This service includes delivery to your front door or into the lobby or main entrance (if your shipping address is an apartment or a multi-unit building). Standard delivery does not include the unpacking, assembly or removal of packing materials. Air Freight typically takes 7-9 weeks from order confirmation to final delivery. Shipping charges for the continental United States, Canada and Mexico are 15% of the merchandise price, with a maximum charge of $1,865 per item. Shipping to Alaska, Hawaii and Puerto Rico is 20% of the merchandise price, with a maximum charge of $2,465.

◦Air Freight with White Glove Delivery: For an additional $395 per item, our service partners will carefully unpack and inspect each item of your order, assemble it in the room of your choice, and upon approval remove all associated packing materials. This service does not include wall mounting, electrical, structural changes or the removal of previous items. White Glove service includes a call from our service provider to schedule delivery at a time convenient for you. We require customer inspection of their delivery upon arrival as well as signature upon receipt. Air Freight typically takes 7-9 weeks from order confirmation to final delivery. Shipping charges for the continental United States, Canada and Mexico are 15% of the merchandise price + $395, with a maximum charge of $2,260 per item. Shipping to Alaska, Hawaii and Puerto Rico is 20% of the merchandise price + $395, with a maximum charge of $2,860.

• May orders be shipped to a P.O. or A.P.O. Box?

At this time, IMAESTRI cannot ship an order to a P.O. or A.P.O Box.

• May orders be shipped an address outside North America?

At this time, IMAESTRI can only ship to addresses in North America. However, you may have your order shipped to a US based freight forwarder of your choosing for shipment outside of North America, by entering the freight forwarder's address in the "Enter Shipping Address" section of the checkout process.

• Do you offer rush deliveries or expedited shipping options?

For expedited shipping, we currently offer an air freight forwarding option. For any special expedited production request, please contact customer service at 1-888-476-3742.

• How do I ship products to multiple addresses?

At this time you must create a separate order for each unique shipping address.

• Can an order be held or shipped at a later date?

Yes. For delayed deliveries, up to 30 days free of charge, please contact Customer Service at 1-888-476-3742.

Warranty and returns

• What sort of product warranty does IMAESTRI offer?

Exagoga, Inc. d/b/a IMAESTRI does not itself warranty the products offered for sale on this website by its Partners. All our Partners provide a standard product warranty for a one (1) year period from the time of shipping. To request specific product warranty information please email Customer Service at support@imaestri.com.

• What if an item is missing from my order?

We strongly encourage customers to verify that the order they placed is correct at the time it is placed and upon receipt of delivery (when signing the Proof of Delivery form). If your order was fulfilled incorrectly, please promptly call Customer Service at 1-888-476-3742 within five (5) days of delivery to discuss the matter.

• What if an item is damaged or broken?

If your order is incorrect, damaged or defective in any way, we will take it back and pay for related shipping fees within 10 days of receipt and send you a replacement. To return an item, please contact Customer Service at 1-888-476-3742 to request an RMA and arrange for pick-up. The process involves taking a picture of the incorrect, damaged or defective item, filing a claim with Customer Service, and coordinating its repacking and return. Any returned item must be in new condition and in its original packaging. Please do not ship products to us as they will not be accepted.

• What is your return policy?

Your satisfaction is of paramount importance to us. We work only with the best makers, selecting partners whom we believe to be unique in the marketplace and of the absolute highest quality. We are confident the design and the craftsmanship of the products we represent will match – if not exceed – your own exacting standards. However, should you be unsatisfied with your purchase within the first 10 days following delivery, we will refund the original merchandise price of the item in the form of store credit, less any shipping fees. You will be responsible for return shipping fees and a restocking charge equal to 15% of the original purchase price. Credits are issued within 24 hours after the returned item has been received and inspected. You will be notified by email once your credit has been processed

Creating and sharing projects

• How do I save products for future consideration?

You may save a product in a Project by clicking the “Save to Project” button on a product page. You may save it to an existing Project or create a new one. All items added to Projects can also be deleted.