Shipping Policy

1. General Delivery Information

• Free Shipping: All orders qualify for free shipping.

• Global Delivery: INNOVV offers worldwide shipping. If your address is temporarily ineligible for delivery due to special circumstances, our customer service team will contact you promptly.

2. Order Processing Time

• Orders placed before 6:00 PM (GMT+8, Beijing Time) will be processed within 1 business day.

• Orders placed after 6:00 PM (GMT+8, Beijing Time) will be processed within the next 2 business days.

Note: Public holidays and force majeure events are not included in the processing time.

3. Estimated Delivery Time

Main Products (Excluding Accessories):

• United Kingdom: 3–5 business days (Ship from China)

• United States: 3–5 business days (shipped from US local warehouse)

• Canada: 3–5 business days (shipped from Canada local warehouse)

• European Union (incl. Germany): 3–5 business days (shipped from Germany warehouse)

• Other Regions (including non-listed countries outside of EU/US/CA/UK): 7–10 business days (shipped from China warehouse)

Note: Pre-order products may have varied delivery timelines based on stock availability. Please refer to the product page for exact estimates.

Accessories (Shipped from China Warehouse Only):

• All regions: 7–14 business days

4. Regions Not Eligible for Delivery

1. Remote Islands: Delivery to remote or subsidiary islands is not available.

2. South Africa: We do not deliver to subsidiary islands in South Africa or to addresses containing the following keywords:

box, posbus, plot, plaas, Farm, private bag, privaat sak, etc.

3. Global Restrictions:

• P.O. Boxes and military addresses are not accepted.

• Delivery to APO/FPO military addresses is not available.

4. Temporarily Restricted Countries: Russia, Belarus, Israel, Gibraltar.

5. Shipping Methods

• United States, Canada, European Union: Orders are usually fulfilled by local warehouses, and INNOVV will select the most suitable logistics provider for the region.

• Other Regions: Orders are shipped from the China warehouse.

6. Will All Items in My Order Arrive Together?

We strive to ship all items in your order together. However, due to differences in product availability or shipping methods, items may be shipped separately. You will receive a shipping confirmation email once your item(s) are dispatched.

7. Can I Change My Shipping Address After an Order Has Shipped?

• Unfortunately, we cannot modify the shipping address once your order has been shipped.

• If you notice an error within 12 hours after shipment, please contact our customer service at info@innovv.com immediately with the correct information. We will do our best to assist you.

8. Customs Duties & Taxes (Effective June 25, 2024)

• Duty Refund Guarantee: INNOVV provides a duty refund policy for all orders.

If you are charged customs duties, please contact us with the official tax receipt to apply for a refund.

9. Order Tracking

• After your order is shipped, you will receive a tracking email with your shipment details and a tracking link within 1–3 business days (delivery may be delayed during holidays or special circumstances).

• You can use the tracking number provided to monitor your package status in real-time.

Important Notes

1. Order Cancellation After Shipment: If you cancel your order after it has been shipped, you may be responsible for the return shipping costs.

2. Incorrect Address: INNOVV is not liable for lost or undeliverable packages caused by incorrect or incomplete addresses provided by the customer. In such cases, no replacement or refund will be issued.

10. What If I Receive the Wrong Item?

• If you receive an item that does not match your order, INNOVV will cover the return shipping costs, and we will assist you with the return or exchange process.

11. Other Inquiries

• For any other questions, please contact our customer service at: info@innovv.com