Customer care

How can we help?

Choose the topic that best matches your request. Clear order and product details help our team resolve your case with less back-and-forth.

Order & tracking Shipment timing, tracking updates, and delivery questions. Change delivery details Request an address correction before fulfillment begins. Delivered, not received Help after the carrier marks a parcel as delivered. Returns & refunds Eligibility, return instructions, cancellations, and refunds. Product & app help Building, compatibility, control, and app questions. Missing parts & electronics Upload photos or video for parts and component support.

Before you submit

The right details mean a faster answer.

  • Use the email address connected to your purchase.
  • Add your order number for order, delivery, return, or refund questions.
  • Add the model number for product, app, building, or electronic questions.
  • Describe what you already checked and the result you need.
One complete request works best.

Please avoid sending the same case through multiple forms. Our team will reply to the email address in your request.

Parts & electronics

Missing, damaged, or not working?

Use the dedicated form to attach instruction photos, bag photos, or a short fault video.

Open Parts Support

Contact iM.Master

Submit a support request

Tell us what happened and include the relevant order or model details. Fields marked * are required.

Choose the closest topic so your request reaches the right team.

Do not send passwords, full card numbers, or unrelated identity documents. For files and product-part evidence, use our Parts Support form.