Shipping policy

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

1. Shipping Destinations

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

2. Free Standard Shipping

We offer free standard shipping on all orders to available destinations.

There is no minimum order value required. No additional standard shipping charge will be added at checkout.

Expedited shipping services are not currently available unless otherwise stated during checkout.

3. Order Processing Time

Orders are normally processed within 1–3 business days after payment has been 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, promotional events, or unusually high order volumes.

4. Estimated Delivery Time

Standard delivery normally takes approximately 7–15 business days after the order has been dispatched.

The total estimated delivery time consists of:

  • Processing time: 1–3 business days

  • Shipping time: 7–15 business days

Delivery estimates are provided for reference and are not guaranteed arrival dates. Delivery may be affected by customs processing, weather conditions, carrier delays, local holidays, remote-area service, or incorrect address information.

If you need your order for a specific holiday or event, we recommend placing your order as early as possible.

5. Tracking Information

Once your order has been dispatched, you will receive a shipping confirmation email containing the available tracking information.

Tracking information may take several business days to update after dispatch.

Depending on the destination, your package may be handled by 4PX, YunExpress, DHL, FedEx, or a local delivery partner.

6. Split Shipments

Orders containing multiple products may be shipped in separate packages when items are dispatched from different facilities or at different times.

In this situation, you may receive more than one tracking number, and the packages may arrive on different days. You will not be charged additional shipping fees because an order is divided into multiple shipments.

7. Import Duties and Taxes

Any taxes collected by us will be displayed during checkout.

Unless the checkout page or order confirmation specifically states that import duties and taxes are included, the destination country or region may charge import duties, local taxes, or customs-handling fees.

These charges are determined by local customs authorities and may be the recipient’s responsibility.

If a carrier or customs authority requests an unexpected payment for an order that was expressly sold with duties and taxes included, please contact us before making the payment.

8. Shipping Address and Order Changes

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

If you notice an error in your shipping information, please contact us as soon as possible. We will try to update the address before dispatch, but changes cannot be guaranteed after an order has entered processing or has been shipped.

We are not responsible for delays or failed delivery caused by incomplete or incorrect address information supplied by the customer.

9. Delayed or Lost Packages

If your tracking information 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.

If the carrier confirms that a package has been lost in transit, we will provide an appropriate replacement or refund.

10. Packages Marked as Delivered

If tracking shows that your package has been delivered but you cannot locate it, please:

  • Check the delivery address and any safe location around the property.

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

  • Contact the local delivery carrier for additional information.

  • Contact us if the package still cannot be located.

We will assist you with the carrier investigation.

11. Damaged, Defective, or Incorrect Products

Please inspect your order after delivery.

If your product arrives damaged, defective, incorrect, or incomplete, please contact us promptly and provide your order number along with clear photos or videos showing the issue.

Depending on the circumstances, we may provide a replacement, full refund, or partial refund without requiring the product to be returned.

Please do not return a damaged or incorrect item before receiving return instructions from us.

12. Order Cancellation

If you need to cancel an order, please contact us as soon as possible.

We will try to cancel the order before dispatch, but cancellation cannot be guaranteed once the order has entered processing or has been shipped.

13. Contact Us

For shipping or delivery assistance, please contact:

Email: info@innodept12.com
WhatsApp: +86 159 6075 3378
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 during checkout so that we can assist you efficiently.