Q: Is my payment information secure?
A: Absolutely secure! We use SSL encrypted payment gateways supported by Shopify (such as PayPal, Stripe, and credit card payments). Your card information is encrypted throughout the process, and we cannot view or store any payment passwords. All transactions comply with international PCI-DSS security standards.
Q: What payment methods are supported?
A: We support major global payment methods: Visa, MasterCard, American Express, Apple Pay, Google Pay, PayPal, Shopify Pay, UnionPay, Bancontact, iDEAL, Klarna, Afterpay, Discover, JCB, Diners Club, Maestro, Visa Electron, Cartes Bancaires, Cash App Pay, and more, covering over 200 countries/regions with no geographical restrictions.
Q: How is shipping calculated? Are taxes included?
A: Free shipping is available to all countries and regions, and there are no customs duties. In case of customs duties, you will need to pay them upfront, and we will refund the duties after you receive the package.
Q: How can I track my package?
A: You will receive an email with a tracking number within 1-3 business days after shipment, allowing you to track it in real-time via global tracking platforms using the order number in the email. If you do not receive a notification within 5 business days, please contact our online customer service at Support@innovv.com.
Q: What should I do if I'm not satisfied with the product?
A: We offer a 30-day no-reason return/exchange policy (provided the product is unused and the tags are intact):
- Return shipping costs: Customers bear costs for non-quality issues; we cover full costs for quality issues.
- Refund process: Provide a receipt or proof of purchase. Contact customer service to confirm the return address.
Q: How to resolve quality issues with the product?
A: If there are quality issues (such as damage or functional failure), please take photos/videos and send them to our customer service email. We will resend the item for free or issue a full refund without requiring the return of the product!
Q: Will my personal information be leaked?
A: We strictly adhere to GDPR/CCPA privacy policies. Your name, address, and phone number are used solely for logistics delivery and will never be sold or shared with third parties. Data is stored on Shopify's encrypted servers.
Q: Can I modify my address or cancel my order after placing it?
A: You can contact customer service to modify the address or cancel the order before it is shipped (response within 24 hours). For shipped orders, you need to refuse delivery and follow the return process.
Q: How fast is customer service response?
A: We offer 24/7 online customer service (Chat button at the bottom right of the website), with an average response time of less than 30 minutes; email inquiries will be responded to within 24 hours.
