General FAQs

1. What payment do you accept?

We accept the following major creadit card payment: Visa, American Express, MasterCard, FPS (FPS: 55880021) and PayPal. If you are located in Hong Kong, there are two more payment methords available. You can pay by PayMe from HSBC Hong Kong or by bank deposit in any branch of HSBC Hong Kong. Please note that currently we only accept HKD for PayMe, FPS and HSBC bank deposit payment.

 

2. Where do you deliver to?

We offer worldwide delivery for all the products on IMartCity. Order are normally dispatched within 3 to 7 business days. For restocking items / pre-order items, we will arrange your delivery as soon as products are available. 

 

3. How do I track my orders?

After the order is processed, you will be provided with a courier name and tracking number to notify you that orders have been shipped and for you to track your shipment anytime. Please be noted that we DO NOT offer cash on delivery.

 

4. Can I cancel my orders?

All orders are automatically processed and sent for shipment as soon as they are placed.  If order cancellation request is received within 24 hours of order placement AND the order hasn't been shipped yet, 10% of your cancelled amount will be charged as cancellation fee.  Once shipping arrangement is arranged, it cannot be cancelled.  Under the circumstances where order cancellation might be considered after order is shipped, cancelled items need to be returned to our facility before refund is issued.  Please note that customers are responsible for all fees involved for returning items.  In addition, 40% of your cancelled amount will be charged as restocking fee. Please refer to our Terms and Conditions page.
If you want to add more items to an processed order, we suggest you to simply make an new order on our website. Otherwise, if you want to reduce the product quantity after your order is placed, it will be considered as Partial Cancellation referring to our Terms and Conditions. Partial Cancellation might be considered only before the order is shipped.  Please noted that 10% of your cancelled amount will be charged as a cancellation fee.

 

5. How do I know if an item is in stock?

Most items shown are in stock. When you click inside a product, you can immediately see its color availability. If a color is greyed out, or marked as out of stock in the product page, this means the item is out of stock in that color. You can inform us of your interest by contacting Customer Services through email to info@iMartCity.com or on +1-833-501-3933. Please note that even if a product is in your shopping cart, it is not reserved, and will be available to other customers while you are browsing.

 

6. Do I need to set up an account to shop?

It is optional to register an Account. Once you login, your customer's details will be stored and be pre-filled when you checkout on your next visit.

 

7. Is the delivery service provided on Sunday and public holidays?

Sorry, we do not provide delivery service on Sunday and public holidays.

 

8. Will the delivery be affected by extreme weather on the delivery date?

In the event of extreme weather, all delivery services might be stopped. Please expect a possible delay in such circumstance. For more shipping details, you can directly contact the shipping companies or our customer services via info@iMartCity.com or+1-833-501-3933.

 

9. How do I exchange my product if it is faulty?

We do our best to ensure that the product we deliver to you are of a high quality. If you've received a product with a defect or fault , please refer to our Return & Refund Policy. Where a replacement product is not available, your account will be credited. 
For X2O Water Repellent Spray and Scratch Map Series, it is difficult to judge whether the products are defective or not after being used. Sorry that we can't provide any return or refund option for these two products. However, if the products are defective BEFORE using, for example, damage during transportation process, return or refund option may still be available. Please contact us via info@iMartCity.com.

 

Still can't find the answer to your question? Feel free to leave us a message here and we'll be happy to help you.

 

Login