Frequently Asked Questions (FAQs)

✔ Who should I contact if I have any inquiries or am interested in becoming an authorized dealer of I-Maxx Exchange?

For all inquiries on sales or dealer account set-ups, please email our Sales Department at sales.imaxxexchange@gmail.com or call our headquarters at +1(323) 201-9977. If you are interested in becoming an authorized dealer, you can also download our dealer application here.

✔ Who should I contact if I have any questions, concerns, or comments?

For any questions, concerns, or comments, you may email our Customer Service Department at info.imaxxexchange@gmail.com and a Customer Service Representative will reach out to you.

✔ How do I track my order(s)?

All tracking numbers will be provided upon request, whether it is a LTL shipment or small parcel shipment. If you did not receive your tracking number upon request, please email us at sales.imaxxexchange@gmail.com.

✔ Can I cancel or adjust my order(s)?

You may call or email the store you had placed your order with to cancel your order(s). We honor order adjustments if you revise your purchase order(s), not applicable to special orders (customization requests and container orders). If you submitted an order in-person and would like to cancel/adjust your order please call the store that you had placed your order with.

✔ Will I be charged a re-stocking fee for returning my orders?

Although we do carry a 25% re-stocking fee policy on all orders, every order is subject to review, case-by-case.

✔ Can I return a product if it is opened? If so, where can I return it to?

All unopened products/packages are eligible to be returned. Any opened boxes of cabinets and flooring are deemed unsellable and will not be eligible for return. Due to our return policy, we strongly encourage all or our clients to ensure that they have accurate measurements before opening our products. If your products are eligible for return, you may return your order(s) to any of our stores, including our headquarters located at 8033 Slauson Ave, Montebello, CA 90640. As mentioned above, all returns will be reviewed before acceptance and a 25% re-stocking fee may be applied.

✔ When can I pick up my order(s)?

Orders may take up to 2 business days to be prepared. Business days are defined as Monday through Friday from 8:00 am – 5:30 pm.

✔ How does your warranty work?

We do not provide warranty for all of our products. Any warranty provided for a product listed on this website is defined as "Manufacturer's Warranty," which will be voided upon natural wear-and-tear. Any obvious signs of damages shown on the exterior of boxes are considered as damaged products, they will not be considered as a defect by the manufacturer. Upon signing our packing lists, our dealers are agreeing that all items have been received in full and in brand new condition.

✔ My floors are making creaking noises after I've installed them, what happened?

Creaking noises are related to installation issues, which may include unleveled floors or poor trimming (it is highly recommended to avoid tightly installing the floor planks against the walls). If you are experiencing creaking noises, please notify your hired contractor immediately.