Imagine is working to become your #1 source for information, education, product support and supplier of the marketplace's most innovative and preferred inks. The information below will help you get started with Imagine and help answer questions regarding placing your order.
Imagine's preferred method for receiving orders is through our website to ensure timely and accurate processing. There are three different methods of order entry on the website to best suit your ordering needs (you may change ordering styles at any time while you shop):
We are proud to extend ordering to our retail customers online! We appreciate your support for your local retailers -- we also realize that with roughly 1500 skus of inks, applicators and accessories (that cross several crafting markets) there may be too many products to stock. So when you're looking for that elusive Inker, or if you live too far from a craft store, our website is ready to help you. At any time you may login to your account and start adding to your shopping cart; or, begin shopping and create your account when you're ready to check-out. Imagine accepts Visa and Mastercard for online consumer orders. Imagine ships via UPS and at present, to U.S. addresses ONLY. All shipments include shipping insurance and tracking numbers.
Imagine is pleased to offer our wholesale partners the widest selection of high quality ink products, accessories, and embellishments in the arts and crafts industry. Your use and promotion of Imagine and Tsukineko products is extremely important to us and we would like to help make it easier for you to order our products. While we offer wholesale accounts worldwide for Imagine products, we can only distribute Tsukineko products to North and South America.
Wholesale Account Requirements Wholesale pricing is extended to qualifying retail partners who meet the criteria listed below. The first step of this process is to create an account using the link on the login page. Once this is completed, Please fill out the Wholesale Account Application Form. Once we have received this information you will be notified of the status of your wholesale account. When your application has been approved you will then be able to place your order online with wholesale discounts.
Wholesale Backorders All backorders under $20 will be cancelled unless otherwise noted. Please clearly indicate whether backorders are accepted. Charges will be made when product is shipped. If a valid backorder is refused upon arrival, shipping charges will still be incurred by the customer.
Shipping Wholesale Orders are shipped via UPS whenever possible. Upon request, International accounts may ship to a freight forwarder or will otherwise typically be shipped via UPS (Canadian orders) or by USPS (all other international orders).
International Wholesale Inquiries We are happy to accept wholesale orders for products carrying the Imagine brand for shipment anywhere in the world. However, our sales territory for Tsukineko-branded products is limited to the Americas (North, Central and South America). For wholesale orders of Tsukineko products for shipment outside of this territory, please contact Tsukineko Co., Ltd. in Tokyo, Japan.
Can I place an order over the phone? Unfortunately we do not accept orders placed by telephone. All orders are placed online to ensure order accuracy and maximum security.
What if my product is out of stock? Imagine makes every attempt to keep all items in stock, but in the event an item you purchased is out of stock and backordered, we will send you an email detailing this information. Additionally, you will not be charged for any backordered items until they ship.
How can I change/modify my order? You may REQUEST a change to your order, provided that your order has not already been processed and shipped. Please email your exact changes with your order number to email@example.com. We will do our very best to accommodate your request but please recognize that we cannot guarantee that changes will be made to your order before it ships.
What if my package is lost or damaged? Care and thought are a part of our packing standards. When a package leaves our facility, we will gladly provide the tracking number to assist you with any freight claims you may have with the carrier. Imagine is not responsible for lost or damaged packages due to the freight carrier.
I entered the wrong shipping address and my package is already in transit -- what can I do? Once a package has left our warehouse we are unable to change the shipping address. Please review your shipping address prior to order completion to ensure accuracy. If a change in shipping address should occur (while your package is in transit), a delay and additional shipping fees will be incurred to re-ship to the corrected address.
How do I cancel an order? If you notify us of your desire to cancel an order before it leaves our facility, we will do our best to stop your order from shipping. However, we cannot guarantee that a request to cancel an order will be completed before your order leaves our warehouse. If we are successful in stopping your order from shipping, your credit card will not be charged. If we are not successful in stopping the shipment of your order, your credit card will be charged. If you refuse the package, you will be responsible for the shipping-related charges. Restocking fees apply to all returned orders. For shipments returned to us, we will issue a refund to the credit card used to make the purchase within one to two billing cycles. Contact our customer service department for more information.
Exchanges We gladly accept exchanges for product(s) which have manufacturing defects. Contact Customer Service for help with your exchange.
Returns Imagine accepts returns of unopened/unused merchandise within 30 days of purchase, with a re-stocking fee of 25%. Imagine is not responsible for shipping charges related to returns.
Order Discrepancies Please contact Imagine immediately after receiving your order and finding that you have received an incorrect item, an item is missing from your order or a product is defective.