Contact information
If you have a question about an order, need help choosing the right rack for your kitchen, or received something that was not as expected — send us an email or use the contact form below.
We are a small team, and every message is read by someone who knows our products. We respond within 1 business day, Monday through Friday.
Support hours: Monday through Friday, 9:00 AM to 5:00 PM Mountain Time
Response time: Within 1 business day. Messages received on weekends are answered the next business day.
What to include in your message
To help us respond quickly, it is useful to include:
- Your order number, if your question is about an existing order
- The email address you used when placing the order
- A photo, if your question is about a product condition or damage
If you do not have all of that, send the message anyway — we will ask for what we need.
Common questions
Where is my order?
Orders are processed within 1 to 3 business days. Delivery within the contiguous United States typically takes 5 to 6 business days from the ship date. Total estimated time from order date to delivery is 6 to 9 business days. You will receive a tracking number by email once your order ships.
How much does shipping cost?
Standard shipping is free on orders of $69 or more. Orders under $69 have a flat shipping rate of $10. We ship to the contiguous United States only. The shipping cost for your order will be shown at checkout before payment.
Can I return or exchange a product?
Yes. We accept returns within 30 days of delivery. If the item arrived damaged or defective, we cover return shipping. If you ordered by mistake or changed your mind, you can still return it — return shipping is the customer's responsibility in that case. See our Returns and Refunds Policy for full details.
I am not sure which rack fits my kitchen — can you help?
Yes. Send us your available counter width and whether your rack will sit next to the sink or over it, and we will tell you which options from our catalog would work for your setup. We are happy to help before you buy — that is part of what we are here for.
Business information
Company: Elizabethloraine LLC
Address: 504 Potomac St, Aurora, CO 80011, United States
Email: support@ismatind.com
Support hours: Monday through Friday, 9:00 AM to 5:00 PM Mountain Time