1. Order Processing
INNOVV ships worldwide, and our customer service team will contact you promptly if we encounter any reason why we can't ship products to you.
For orders placed before 18:00 PM (GMT+8) we will process within 48 hours.
For orders placed after 18:00 PM (GMT+8) we will process on the next business day.
*except public holidays and other uncontrollable factors
2. Shipping Methods
Free Shipping By Mail
Free Registered Post (Singapore Post, 4PX Post-link, etc.) for orders value under $179.99, United States, Canada, Western & North Europe and Australia will receive their orders in two to three weeks.
The delivery time to other regions may be longer.
Free Express Shipping
Free express shipping (DHL, FedEx, EMS, UPS and TNT) for orders value over US$180, and your phone number is required. Normally the parcel will arrive within a week.
*We are dedicated to providing you the best customer experience, and therefore, we will actively make contact to choose the best shipping method for you.
3. Tax
From 25 June 2024, all orders will be duty free. If the goods incur customs duty, send us the bill and ask for a refund.
4. Estimated Delivery Time
The shipping time is typically 7-15 business days. If you live in a remote area or island in specific countries/regions, or if you have more specific questions, please contact our support team at cs@innovv.com.
Should you have any feedback, feel free to let us know. cs@innovv.com
5. Tracking
After placing an order, INNOVV will send you a shipping confirmation email. You can track your order through this email.
You can also sign into your account for detailed order and shipping information.
*For orders of more than one item - INNOVV will try to make sure all your items reach you at the same time. However, due to inventory issues, multiple products may not be shipped together. But we will send you all the tracking numbers through email.
6. Delay/No Tracking Update/Missing/Wrong Product
Delay
In the event of uncontrollable factors, such as natural disasters and epidemic situations, logistics may be delayed. We will contact you about any delay issues as soon as possible.
No tracking update
Due to courier operations (beyond INNOVV's control), some orders may lack tracking updates. Please email us your order number, and we will assist in checking with the courier support team for any updates.
Missing
If the product is missing during transportation, INNOVV will help to check and identify it within 1-2 working days. If confirmed missing, a new one will be re-sent.
If the product is missing after delivery (i.e., the tracking status shows delivery, but you do not receive it), INNOVV will help to check with the local courier within 1-2 working days. A new one will be re-sent if it's confirmed to be INNOVV's fault. If it's due to the receiver's fault, INNOVV will not cover the missing cost.
Additional notes–We will inform you immediately once we receive any update from our courier partner.
Please understand that INNOVV has global courier partners, and we do not handle the delivery ourselves, but we will do our best to assist and check for you. INNOVV will continue to optimize our courier partners to improve the delivery success rate.
Please understand that the identification and confirmation process takes 1-2 business days before re-sending.
Wrong Products
If we ship the wrong products, contact us within seven days of receipt of shipment. Then please cooperate with us to return the wrong product. We will be responsible for the shipping cost and we will send you the right product immediately after the error is identified.
7. Change Of Shipping Address
INNOVV will deliver products according to the address you entered for the order. If you want to change your address, please contact us before your order is shipped. If you want to change your address after your order has shipped, please contact our Customer Service Team. We'll help you with that, but please note that you will be charged an extra fee for changing your address if the products have been shipped.
