Frequently asked questions

Short answers here. The full wording lives in the store documents each answer links to.

How do I order?

Add the items to the cart and check out. An order counts as placed once it is paid, and the confirmation arrives by email. If writing is easier, send a list or a drawing to info@imsan.ee and we will reply with a quote.

When will the goods arrive?

Items in stock are normally handed to the carrier on the next business day. For items on request and made-to-measure products we confirm the lead time separately before payment or right after the order. See the shipping terms.

Where do you deliver?

Across Estonia — to a parcel machine or by courier to your door. For delivery outside Estonia write to info@imsan.ee and we will agree it separately.

How much does delivery cost?

Delivery methods, price and expected time are shown at checkout before payment — they depend on the size and weight of the parcel.

How can I pay?

By bank card or bank link through the Shopify payment solution. Card details never reach us. See payment methods.

How do I track my parcel?

We email the tracking code once the parcel is on its way. You can also check it on the tracking page — by order number and email, or by parcel number.

Can I return an item?

A private buyer has 14 days from receiving the goods, without giving a reason. Tell us at info@imsan.ee and send the item back within 14 days. The buyer covers the return shipping, except for faulty or wrong items. See the refund policy.

Can I return a made-to-measure door?

No. Doors built through the calculator to the buyer's own measurements are made for personal needs, and under § 53 (4) of the Estonian Law of Obligations Act the 14-day right of withdrawal does not apply. Your rights in the case of a faulty product are unaffected.

What warranty do I get?

A private buyer may submit claims for 2 years from receiving the goods. LED products carry a 5-year warranty.

What if the parcel is damaged?

Note the damage on the carrier's document and tell us within 7 days, attaching photos of the packaging and the goods.

Do you cut to size?

Yes, we cut profiles to the length you need. The cuts and the price of a sliding door are worked out by the calculator from the opening, the profile and the filling.

The item is out of stock — what now?

We bring in an on-request item for your order and confirm the lead time before payment. If it cannot be supplied at all, we will tell you and refund the money.

Are there separate prices for companies?

Yes. A signed-in business customer sees their own price across the catalogue. Terms and how to open an account are on the cooperation page.

Do you issue an invoice?

The order confirmation with the amounts and VAT goes to your email address. If you need a separate invoice for a company, write to info@imsan.ee.

My question is not answered

Write to info@imsan.ee or call +372 55516789. Opening hours are on the contact page.