Contact Us
At imperialglowgems, we want customers to have access to clear and helpful information throughout their shopping experience. If you have questions about our products, need assistance with an order, or would like to make an inquiry about shipping, returns, refunds, or our store policies, please contact our customer service team.
Customer Service Email: service@imperialglowgems.com
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM PDT
Our customer service team can assist with product information, order status inquiries, shipping questions, return requests, refund inquiries, and general questions about shopping on our website. When contacting us about an existing order, please include your order number and the email address used at checkout. These details help us locate the relevant order and provide a more accurate response.
If you believe an item you received is damaged, defective, incorrect, or materially different from the product you ordered, please email us with your order number and a description of the issue. Photographs may be requested when reasonably necessary to understand the situation and determine the appropriate resolution.
For return requests, please contact us before shipping any merchandise back. We will review your request and, where applicable, provide the designated return address and instructions. Items sent to an unapproved address may experience delays in processing, so please wait for our instructions before arranging a return shipment.
For shipping inquiries, please include any tracking number or shipping confirmation available to you. Estimated delivery times can vary because of carrier operations, customs procedures, weather conditions, holidays, and other circumstances outside our direct control. We will review the information available and assist you with the next appropriate steps.
We aim to respond to customer inquiries during our published service hours. Response times may vary depending on inquiry volume, the complexity of the request, and whether additional information is needed. Sending multiple messages about the same issue may not speed up processing.
Please use our customer service email for order-related and policy-related inquiries. Do not send complete payment card numbers, passwords, or other unnecessary sensitive information in an email. If we need additional information to verify an order, we will request only information reasonably necessary for that purpose.
All inquiries are handled subject to our Privacy Notice. We use information provided in customer communications to respond to requests, administer orders, address concerns, and meet applicable legal obligations.
We appreciate your patience and the opportunity to help. Our goal is to provide clear communication and practical assistance throughout your experience with imperialglowgems.
Effective Date: October 29, 2026
Last Updated: October 29, 2026