FAQ
HELP CENTRE
Frequently Asked Questions
Find helpful answers about shopping, accounts, orders, delivery, payments, returns, and customer support.
Orders
Order information
Delivery
Shipping support
Accounts
Customer profiles
Returns
Return assistance
QUICK HELP
What Can We Help You With?
Select a topic or browse the frequently asked questions below.
SHOPPING & ORDERS
Products and Ordering
How can I place an order?
Browse the store, open the product you want, select the required
quantity, and click Add to Cart. Review your cart and proceed to
checkout to enter your billing and delivery information.
Do I need an account to place an order?
You may be able to place an order as a guest. Creating an account
makes it easier to review orders, manage addresses, and update your
personal information.
How can I find a particular product?
Use the search icon in the website header or browse products through
the Shop, Categories, and Brands menus.
Can I change or cancel an order?
Contact customer support as soon as possible. Changes or cancellations
may only be possible before the order has entered processing or
shipment preparation.
How can I check whether a product is available?
Product availability is displayed on the individual product page.
You may also contact us when you need help confirming availability.
DELIVERY
Shipping and Order Tracking
Where does Imperial Universal deliver?
Available delivery locations and shipping options are shown during
checkout. Contact customer support when you need confirmation for a
particular destination.
How much does delivery cost?
Delivery charges depend on the destination, products, order size,
and available shipping service. The applicable amount will be
displayed during checkout.
How long will delivery take?
Delivery times vary depending on product availability, destination,
order processing, and the selected delivery service.
How can I track my order?
When tracking information is available, it may be sent to the email
address used during checkout. Registered customers can also review
available order information from the My Account area.
What should I do if my delivery is delayed?
Contact us with your order number and customer details. Our team will
review the available order and delivery information.
ACCOUNTS & PAYMENTS
Customer Accounts and Checkout
How do I create an account?
Visit the My Account page and use the registration form. You may
also have the option to create an account while completing checkout.
I forgot my password. What should I do?
Open the My Account page, click Lost your password, and follow the
instructions sent to your registered email address.
How can I update my address or personal information?
Sign in to My Account and open the Addresses or Account Details
section to update the available information.
Which payment methods are accepted?
Available payment options are displayed during checkout. The options
may vary depending on the order and customer location.
Is my personal information protected?
Customer information is used to process orders, manage accounts,
provide support, and operate the store according to the website’s
privacy policy.
RETURNS & SUPPORT
Returns and Customer Assistance
How do I request a return?
Contact customer support with your order number, the product involved,
and the reason for the return. Our team will provide the applicable
instructions after reviewing the request.
What should I do if I receive the wrong product?
Contact us as soon as possible and include your order number, product
details, and clear photos of the item and packaging.
What should I do if a product arrives damaged?
Keep the product and packaging and contact us promptly. Include your
order number and photographs showing the condition of the item and
its packaging.
How can I contact customer support?
Use the Contact Us page, email info@imperialuniversal.com, or call
+1 (647) 302-8177.
What information should I include when contacting support?
Include your full name, order number when applicable, contact
information, and a clear description of your question or issue.
STILL NEED HELP?
Our Customer Support Team Is Here for You
Contact us when you cannot find the answer you need or require assistance with a product or order.