Shipping & Delivery | Processing Times & Rates | innodept12

Thank you for shopping at innodept12. This Shipping & Delivery Policy applies only to retail consumer orders placed through innodept12.com.

1. Shipping Destinations

We ship retail orders to the countries and regions available for selection at checkout. If your destination cannot be selected at checkout, we are currently unable to accept an order for that address.

2. Shipping Rates and Free Shipping

Free Standard Shipping is available when you purchase two or more products in one order for delivery to the following destinations:

• United States

• Canada

• United Kingdom

• Brazil

• Japan

• Mexico

• New Zealand

• Australia

For an order containing only one product, the available shipping method and shipping charge will be shown at checkout before payment.

The free-shipping requirement is based on the number of eligible products in the same order, not the order subtotal. Any applicable coupon or product discount does not reduce the number of products counted toward free shipping.

3. Order Processing

Orders are normally processed within 1–3 business days after payment is successfully confirmed. Business days are Monday through Friday, excluding public holidays.

Orders placed on weekends or public holidays will begin processing on the next business day. Processing may take slightly longer during peak holiday periods or unusually high order volumes.

We may contact you if we need to verify your shipping information or if an item becomes unavailable. Please make sure the email address and telephone number submitted with your order are accurate.

4. Estimated Delivery Time

Standard delivery normally takes approximately 7–15 business days after dispatch.

Delivery estimates are provided for guidance and are not guaranteed arrival dates. Delivery can be affected by customs processing, weather, carrier congestion, local holidays, remote-area service, incorrect address information, and other circumstances outside our reasonable control.

If your order is needed for a particular holiday or event, please place it early. Contact us if your order has not arrived by the end of the estimated delivery window so that we can review the tracking information and assist you.

5. Split Shipments

Orders containing multiple products may be shipped in separate packages when items are dispatched from different facilities or at different times. In that case, you may receive more than one tracking number, and the packages may arrive on different days.

You will not be charged additional shipping solely because we divide an order into multiple shipments.

6. Tracking Your Order

Once your order has been dispatched, we will send a shipping confirmation email containing the available tracking information. Depending on the destination and service, the shipment may be handled by 4PX, Yuntu, DHL, FedEx, or a local delivery partner.

Tracking information may take a short time to appear or update after dispatch. You may follow the tracking link in your shipping confirmation or use the carrier's tracking service.

7. Import Duties and Taxes

Where the checkout page or your order confirmation states that import duties and taxes are included, the shipment will be arranged on a duties-and-taxes-paid basis to the extent supported for that destination.

If duties and taxes are not expressly shown as included, the destination country or region may charge import duties, taxes, or customs-handling fees. These charges are determined by local authorities and may be the recipient's responsibility.

If a carrier or customs authority unexpectedly requests payment on an order that was expressly sold with duties and taxes included, please contact us before making the payment and send us a copy of the notice.

8. Shipping Address and Changes

Customers are responsible for providing a complete and accurate shipping address, including the recipient's full name, street address, apartment or unit number where applicable, postal code, city, state or province, country, and contact telephone number.

If you notice an error, contact us as soon as possible. We will try to update the address before dispatch, but we cannot guarantee changes after an order has entered processing or been shipped.

We are not responsible for delays or failed delivery caused by an incomplete or incorrect address supplied by the customer. If a package is returned or redirected for this reason, any additional carrier charge may be deducted from the refund or charged before reshipment, where permitted by law.

9. Delayed or Lost Packages

If tracking has not updated for an unusual period or your order has not arrived within the estimated delivery window, please contact us. We will review the shipment and, when necessary, request an investigation from the carrier.

Carrier investigations can take time, and we appreciate your cooperation while the delivery status is confirmed. If the carrier confirms that the package has been lost in transit, we will offer an appropriate replacement or refund in accordance with applicable law and the circumstances of the order.

10. Packages Marked Delivered but Not Received

If tracking shows “delivered” but you cannot locate the package, please:

1. Check the delivery address and any safe place around the property.

2. Ask household members, neighbors, reception, or building management.

3. Contact the local carrier for delivery details.

4. Contact us promptly if the package still cannot be found.

We will assist with the carrier investigation. The outcome may depend on the delivery evidence supplied by the carrier and any mandatory consumer rights that apply in your location.

11. Damaged Packages or Product Problems

Please inspect your order after delivery. If the parcel or product arrives damaged, defective, incorrect, or incomplete, keep the product and original packaging and contact us promptly with your order number and clear photos or video showing the issue.

Quality-related problems are normally resolved through a replacement, full refund, or partial refund without requiring the customer to return the item, depending on the evidence and circumstances. Please see our Refund & Return Policy for full details.

12. Refused and Undeliverable Packages

Please do not refuse a shipment solely because you changed your mind. If a package is refused, unclaimed, or undeliverable because of customer-provided address information or failure to cooperate with a reasonable delivery attempt, the original shipping charge and any return or handling costs imposed by the carrier may be deducted from the refund, where permitted by law.

An unexpected customs-payment request for an order expressly sold with duties and taxes included should be reported to us before the package is refused.

13. Order Cancellation

If you need to cancel an order, contact us as soon as possible. We will try to cancel it before dispatch, but cancellation cannot be guaranteed once processing has begun.

After an order has been shipped, it generally cannot be intercepted or cancelled. If you no longer want the product after delivery, the applicable terms of our Refund & Return Policy will apply.

14. Your Statutory Rights

Nothing in this policy limits any mandatory consumer rights available under the laws of your country or region. Where local law specifies a delivery deadline, remedy for non-delivery, or responsibility for goods damaged in transit, those legal requirements will apply.

15. Contact Us

For shipping or delivery assistance, please contact:

• Brand: innodept12

• Legal entity: Quanzhou INNO Industrial Co., Ltd.

• Email: jay.chen@innodept12.com

• Support hours: Monday–Saturday, 9:00 a.m.–6:00 p.m. (GMT+8), excluding public holidays

Please include your order number and the email address used at checkout so we can assist you efficiently.