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Frequently Asked Questions

Zipcode does not match error. Why is this happening?

This error typically occurs when the billing address entered does not match what is on file with your financial institution.

Firstly, please attempt your order again with updated billing information. Please be informed that you need to match your billing address correctly to the address which you have registered with your card issuer bank. This includes any formatting associated with applicable unit numbers, as well as requiring a full nine-digit zip code for some verification. 

Secondly, be advised that every instance in which this error populates results in a pre-authorization, which will simply fall off and never post to your account. For getting better support, please contact your issuer bank to figure it out.

My product came damaged, what should I do?

At IMNOOR we try our best to package our products as best as possible, although sometimes, during transit, they may get damaged. If this does happen you will need to email our support team with photo/video evidence of the damage or defection of the product.

There are 2 options we can offer you:

  1. We can ship you another product free of charge
  2. You can return the product back to us for a full refund

If you choose the second option, please contact our support email address for return information and address.

I created my order with the wrong shipping address, what should I do?

If you applied the wrong shipping address to your order, you will need to contact us immediately with your proper address.

If your order has been shipped out already, we apologize. There is nothing we can do in regards to refunds or resending packages.

You can try calling your local postal service and with your tracking number that was emailed to try and get them to re-route the package. Since we ship from overseas you will need to wait until the package has entered your country before being able to re-route the shipment. 

I want to cancel my order. How do I do this?

Note: Once your package has been shipped we cannot and will not refund your order. All sales are final. 

You will need to email us within 24 hours of placing your order with the subject line saying CANCEL. This will allow our customer service team to sort the emails every morning by that term to quickly let our shipping team know to cancel the order. Again, this needs to be done as quickly as possible. This is not a guarantee though, once your package has been paid for and shipped by us we will not process a refund.

Question Not Answered? Email Us!

Please note: Emailing more than once will push your email to the back of the support queue. Meaning, the more you email, the longer it will take to get a response. 

We will answer your email within 24 hours.

Order cancellation emails will be responded to first. See the above FAQ for information on Cancelling orders. 

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