Frequently Asked Questions
Our utmost commitment lies with our valued customers, aiming for your contentment at every step. Most inquiries can find answers in the following list. For further assistance, please contact us at hello@imeptuslive.com, where our dedicated team aims to respond within 24 hours.
Shipping
Do you offer worldwide shipping? How long does it take?
Yes! We provide worldwide shipping with tracking. We operate a global production network, which allows us to produce and deliver orders locally.
Most orders are shipped locally from one of our production facilities located in US, Canada, UK, Spain, and Australia. Here are our estimated delivery times from the day of purchase:
- UK: 7-10 business days
- EU: 10-14 business days
- US, Canada: 7-10 business days
- Continental US, Alaska and Hawaii: 10-14 business days
- Australia: 7-10 business days
- Rest of the World: 14 business days
Above times are estimates, and include handling time to prepare your order. Business days exclude weekends and holidays. Please refer to the delivery time specific to your shipping address that is presented during the checkout.
We currently ship with the following global shipping partners: FedEx, UPS, DHL, GLS, Canada Post, Royal Mail, Aramex, and Australia Post.
Sorry, we don’t ship to P.O. Boxes, please provide us with an alternative shipping address to ensure a successful delivery.
What is handling time, and when will my order ship?
It usually takes our team 3-5 business days to produce and prepare an order, as we don’t carry a large inventory of canvases. Our shipping estimates include handling time in order to provide you with the most accurate delivery date from the day of purchase.
Once your order is prepared for delivery, you will receive an email confirmation from us with tracking details and expected delivery times from the shipping carrier.
During the holidays, preparation and delivery may take slightly longer due to an increased volume of orders. We appreciate your patience.
How do I track my order?
Every order we ship includes a tracking link that shows progress of your delivery. Once your order is prepared for delivery, you will receive an email confirmation with tracking details and an expected delivery date from the shipping carrier. If you don’t receive a shipping confirmation email within 7 business days of placing your order, please check your spam folder. If you are still not able to locate your tracking information, please email hello@impetuslive.com and our support team will get back to you.
Please note, tracking information will be shared with you as soon as the shipment is created, and it may take up to 36 hours for the shipping carrier to post a tracking update.
How can I change my shipping address?
To ensure that your order is delivered successfully, please make sure you provide us with the correct shipping address when placing your order.
We can change or update your shipping address within 2 hours after the order has been placed. Once your order has been shipped, we are unable to make any changes to your address or cease shipment, and you would need to contact the shipping carrier directly in order to make a change to your shipping address.
To change the shipping address for your order, please mail us directly at hello@impetuslive.com
How can I change or cancel my order after I’ve placed it?
You may cancel your order within 2 hours of your purchase.
Cancellations after 2 hours will require you to return the undamaged merchandise to us in order to receive a full refund. We may not exchange or cancel your order after 2 hours, as it will have already gone into production.
Refunds will be issued to the original method of payment and may take 5-7 business days to show on your account.
To cancel your order, simply visit your order status page from the confirmation email that was sent to you. Alternatively, mail us directly at hello@impetuslive.com
Refunds
Can I return or exchange my order?
Regrettably our team at Impetus must inform you that, WE DO NOT ACCEPT RETURNS OR EXCHANGES, under any circumstances. This is due to limited storage space at our facilities. We are however, deeply committed to customer satisfaction. For this reason, WE DO OFFER REFUNDS.
How do I get a refund?
To initiate a refund for your order our customers must submit a refund request within 14 calendar days from the date of purchase. Our refund policy lasts 14 days, therefore if 14 days have passed since your purchase, we can’t offer you a refund. Refund requests should be sent by email to hello@impetuslive.com or via our website’s contact form.
We review refund requests on an individual basis. The most common conditions under which we approve requests are related to damaged goods and services or buyers remorse. We ask that you provide as much detail and evidence as possible about your issues when contacting us, so that we can thoroughly assess your situation. This will ultimately improve the likelihood of your request being approved. When initiating your refund request please contact us in the following format…
- Your order number,
- A description of the issue,
- Clear photos showing the entire damaged item or ones that might justify buyers remorse (i.e. you already own a similar item), and
- Disclose that you would like a refund
We reserve the right to deny refunds if we deem your reasoning to be inadequate. Therefore, please be as transparent and forthcoming as possible with your issue. We value your custom greatly, so if legitimate issues do occur we seek to get them resolved!
My delivery is damaged, what do I do?
In the rare case your order is delivered damaged or you notice a defect, let us know as soon as you receive your order and we’ll refund you. To begin:
- Take a few photos clearly showing the issue, along with photos of the front and back of the product, as well as the box it was shipped in (if the box was also damaged).
- Kindly forward the evidence to our email address at hello@impetuslive.com, including the order number in the subject line.
- Upon submission of the evidence, we kindly request that you allow our team the necessary time to meticulously verify the alleged damages. Rest assured that we will promptly reach out to you aiming to do so within the ensuing 24 hours subsequent to the receipt of your email.
For more information regarding damaged products, please refer to our refund policy.
Please note, if you use a forwarding shipping service to receive your order, we are not responsible for any damaged or stolen goods.
When will I get my refund?
Please allow up to 48 hours from the date we receive you return for processing before your refund, store credit, or exchange is issued. Refunds will be issued to the original method of payment and may take 5-7 business days to show on your account.