Frequently Asked Questions
Find answers to common questions about Imperial Customtee orders, ceramic products, shipping, returns, refunds, payment, and customer support. If you need more help, please contact our support team.
1. What does Imperial Customtee sell?
At Imperial Customtee, we believe pets are more than animals—they are cherished members of the family. That is why our mission goes beyond simply selling pet products. We are committed to providing products that support the happiness, comfort, activity, and overall well-being of pets.
2. Where can I contact Imperial Customtee customer support?
You can contact us by email at support@imperialcustomtee.com or by phone at +1 438 619 6528.
3. What are your customer support hours?
Our customer support hours are Monday–Friday, 9:00 AM – 5:00 PM Eastern Time (ET).
4. What is the order cut-off time?
Our order cut-off time is 5:00 PM Eastern Time (ET), Monday through Friday. Orders placed after the cut-off time may be processed on the next business day.
5. Do you offer free shipping?
Yes, Imperial Customtee offers free standard shipping on eligible orders. Any shipping cost, if applicable, will be shown clearly at checkout before payment.
6. How long does delivery take?
Our handling time is 1–2 business days, and standard transit time is usually 2–3 business days. Total estimated delivery time is 3–5 business days.
7. Do you provide tracking information?
When tracking is available, tracking details will be sent to the email address used at checkout after the order has shipped.
8. Where do you ship?
Imperial Customtee ships orders to eligible addresses within the United States. Please make sure your shipping address is complete and accurate at checkout.
9. What payment methods do you accept?
We accept American Express, Apple Pay, Diners Club, Discover, Elo, Google Pay, JCB, Mastercard, PayPal, Shop Pay, Venmo, and Visa.
10. Is checkout secure?
Yes. Payments are processed through secure payment providers. Imperial Customtee does not store your full credit card or debit card details on our website.
11. Can I return an item?
Yes. Customers may request a return within 30 days after receiving the order. Items must be unused, undamaged, and in returnable condition.
12. How do I request a return?
Please email support@imperialcustomtee.com with your order number, the email address used at checkout, and the reason for your return request.
13. How long does a refund take?
After your return is received and approved, refunds are issued to the original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
14. What should I do if my item arrives damaged?
Please contact us at support@imperialcustomtee.com with your order number and clear photos of the product, packaging, and shipping label when possible.
15. Can I cancel my order?
If you need to cancel an order, contact us as soon as possible. We cannot guarantee cancellation if the order has already been processed, packed, or shipped.
16. Are product prices final at checkout?
The order total, including any applicable taxes or charges, will be displayed clearly at checkout before you complete payment.
17. How can I know product details before buying?
Please review the product page for details such as product name, material, size, color, price, availability, and description before placing an order.
18. How should I care for ceramic products?
Handle ceramic items carefully to avoid chips or breakage. Product-specific care instructions, if available, will be included on the product page or packaging.
Business Information
9:00 AM – 5:00 PM Eastern Time (ET)