Frequently Asked Questions

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 (request) an account?

At the bottom of our Home Page, you will find a “Request Account” form. Fill it out and we will send an email with instructions on how to set up your account and verify your credentials.

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.

I forgot my password. How do I retrieve it?

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

How do I change my account settings?

From any page, click Account, My Account. From the Dashboard you may edit personal information and manage your Address Book.

How do I unsubscribe from your newsletter?

From any page, click Account, My Account, and than 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” tab provides technical and shipping information. By clicking on the “Company & Designer” tab, you can learn more about that product’s company and designer. Should you have additional specific questions about our products you can contact Customer Service either 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” option from the product page. All users can email tear sheets. Only desktop and tablet users may print them.

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 air. Estimated delivery information is displayed on each product page. If significant delays are anticipated, our Customer Service will contact you promptly.

How do I request a product swatch?

To request a product swatch, please email Customer Service at support@imaestri.com. The estimated delivery time and/or any update regarding its delivery will be communicated to you via email.

Can I see your products in local showrooms or stores?

Currently, IMAESTRI does not have any showrooms or stores in the US. Please go online to access the products we represent. We offer high-quality images online and are happy to send you swatches. For large volume orders, shipping of samples 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” to add a product then choose whether to “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. or 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 all major credit cards: American Express, VISA, MasterCard and Discover. We also accept payment by wire transfer.

What are your payment terms?

To confirm an order we require a 50% deposit that will automatically be charged when paying by credit card, or will have to be submitted within 5 business days from the order date when paying by wire transfer. The remaining balance for each item is due before the item ships from Italy. When paying by credit card, the balance will be charged automatically before shipping. When paying by wire transfer, we will send you a reminder when the item(s) is ready to ship, and payment will have to be remitted within 5 business days.

Is 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 and 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 NY.

May I place an order via telephone?

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

Do you offer a volume discount?

All our items are already appropriately priced for members of the trade such as designers, architects and contractors who have presented appropriate credentials and have been approved. We may be able to offer special discounts for large volume orders. 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 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). The high-level view provides basic sales order details; a special “view” option offers shipping address, billing address, shipping method, payment method, and other items in the order. Users may access an invoice and detailed shipment information, including the shipping date, tracking number, shipping carrier, etc.

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 9am-6pm 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.

Who should I contact after I have made a purchase?

To speak with Customer Service, please call 1-888-476-3742. We are available to assist you Monday-Friday, from 9am-6pm EST.

PRODUCT SHIPPING & DELIVERY
What shipping and delivery options do you offer?

IMAESTRI offers two shipping methods:

Standard Delivery. Basic shipping and handling is 9% of the merchandise price with a maximum charge of $1,195.00. Standard delivery brings your order 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.

White Glove Delivery. For an additional $395.00, our service partners will carefully unpack and inspect each item of your order and 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.

Deliveries requiring cranes or window removal are available, subject to additional charges. Saturday, Sunday and holiday deliveries are available, for an additional charge.

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 to an address outside the U.S.?

At this time, IMAESTRI can only ship to addresses in North America. See Shipping Information for more details about the applicable rates for your destination. If you would like your order shipped to a location outside of North Amercian, you can have your order shipped to a domestic freight forwarder of your choosing for shipment outside of the U.S., 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?

At this time, IMAESTRI does not offer rush deliveries or expedited shipping.

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

If there is a specific time period when you may not be able to accept delivery, please contact Customer Service at 1-888-476-3742 before playing your order to discuss the possibility of delayed delivery. If you learn of a delivery conflict after placing your order, we might be able to store items for a brief time. Items stored for more than 30 days will be subject to a 10% storage fee. 

PRODUCT ISSUES & 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 Bill of Lading). If your order was fulfilled incorrectly, please promptly call Customer Service at 1-888-476-3742 within five (5) days 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 return 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 only work with the best manufactures in Italy, 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 credit, less any shipping fees. You will also be responsible for return shipping fees and a restocking charge equal to 30% of the original purchase price.

Please note that we cannot accept returns or exchanges of any customized or special order products, or items marked “final sale”. To initiate a return please contact Customer Service at 1-888-476-3742.

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 place products into a project by clicking the “Save to Project” button. You may save to an existing project or create a new one. All items added to projects can be deleted.

Can I create multiple projects?

Yes. You can create as many Projects as you need to save products for future reference and to manage your clients’ projects.

How do I share projects with my clients or colleagues?

From any page, click Account, My Account, and My Projects, and complete the “Share Project” form. Once a project has been successfully shared, the state of the Project will change from “Private” to “Shared.”

How do I access the products that I’ve saved (as projects)?

Saved items appear in the project they were saved to. The most recent projects will appear by name on the Home Page after log-in. All Projects can be accessed from the My Account section.

How do I communicate with clients or colleagues using the IMAESTRI website?

Inside the Project section, there is a “Comments” section where you and those you’ve shared the project with can send or reply to messages.

How are changes to projects communicated?

All project-related changes are communicated via Notifications. Examples include when a new project is created, when a project is shared, when a product is added to another project, etc.

How do I share product information with others via social media?

You may print a page, email a link to a product Tear Sheet or post it to your social network via Facebook, Pinterest, Google+, or Twitter.