HERE ARE PRODUCTS SHIPPED FROM?
All our products are stored in the Yarra Ranges VIC. Products listed as available to order are in stock and ready for dispatch.
HOW MUCH DO YOU CHARGE FOR STANDARD SHIPPING?
We are currently offering free standard shipping within Australia on all orders $70 and above, otherwise it is $9.95 flat rate for shipping and handling.
*Some Original ART may be excluded from FREE SHIPPING Offer and are typically sent as an 'Insured' parcel. If the items details states a shipping quote is required, please contact us at email@example.com to arrange.
HOW LONG WILL MY DELIVERY TAKE TO ARRIVE?
All shipments are subject to availability.
Standard orders placed Monday through Friday (excluding public holidays) are typically dispatched within 1-2 business days. There are times, when our small family team experiences a peak number of orders which may extend the dispatch timetable to 3-4 business days.
You will be notified of your order dispatch via email.
Most shipping is completed through Australia Post and sometimes Shippit (Couriers Please, Fastways (Aramex), DHL & TNT). If you are based in a capital city (except WA & NT), you can expect your order to be delivered within 2-5 business days after dispatch. Regional areas and WA & NT tend to take anywhere from 5-10 business days.
If you have a preference of the courier/postal service you would prefer, please feel free to email the team and let them know so they can accommodate.
Please note: The delivery times stated above are indicative only. Once a parcel has been dispatched, Innove has no control over the delivery time frame, however the location of your parcel can be seen from the tracking information provided to you via email upon dispatch.
DELIVERY OF LARGE ITEMS TO RURAL AREAS
While shipping to rural areas is common, there are some remote areas where the shipping of furniture items and art items becomes difficult. In these scenarios, the courier will provide you with a nearby rural area location to collect your parcel from.
DO YOU OFFER INTERNATIONAL SHIPPING?
We do not currently offer international shipping automatically sorry, however can arrange on a case by case basis. To obtain a quote for shipping overseas, please email the team with shipping address and items and they will arrange. Innove does not take responsibility for any additional fees or taxes relevant to the country the items are being posted to - this is the customer responsibility.
Please note: For insurance liability purposes, we cannot ship to North America.
DO YOU OFFER EXPRESS POSTAGE?
We will express ship predominately through Australia Post however from time to time we will use third party courier services. Express rates have recently increased to cover increases in costs of this service to INNOVE.
Express Postage rates are as follows:
Orders under $25 are charged at $14.95.
Orders between $25 and under $65 are charged at $17.95
Orders between $65 and under $150 are charged at $23.95.
Orders between $150 and under $250 are charged at $34.95.
Orders over $250 are charged at $44.95.
Express shipping does not mean that your order will be dispatched ahead of other orders but it means it will be shipped through the Australia Post express facility.
EXPRESS SHIPPING is not available on large items like furniture and rugs.
CAN I TRACK MY ORDER?
You will be issued with a tracking number via email at the time of shipment in order to determine its location. This can be used to see the tracking of your parcel every step along the delivery process.
Please note: Sometimes scanning updates can run up to 24 hours behind. For example, a courier may have collected your parcel from us during the day, however the item is not scanned until overnight processing at the postal/couriers distribution centre.
HOW DOES THE FREE LOCAL DELIVERY OPTION WORK?
If your shipping address is located within a 20km radius of INNOVE'S Studio Warehouse (located at 2a 26 Birmingham Road, Mount Evelyn VIC 3797) the option of using our FREE LOCAL DELIVERY will be available on the shipping page for you to select. Selection of this option means that one of the team will deliver your item in person within 1-3 business days.
If you selected 'Standard Shipping' instead of 'FREE LOCAL DELIVERY' in error and would like your item delivered in person, please email the team to change the shipping option.
Some furniture items may take up to 14 days to be delivered using this option. Please wait for your email updates on availability.
DO YOU OFFER CLICK AND COLLECT?
Click and Collect is available from the Innove making studio at 2a, 2-6 Birmingham Road, Mount Evelyn VIC. Open is available at the check-out.
WHAT IF MY PARCEL GETS LOST?
We will redeliver, replace or refund a parcel that is incorrectly addressed by us, but do not take responsibility for delivery addresses that are incorrectly provided or insufficient.
Upon notification of a missing parcel, an investigation will be lodged with the postal/courier provider and you will be kept up to date with all relevant information as it comes to hand.
If the postal/courier provider cannot locate the missing parcel and deems the parcel to be 'lost', Innove will arrange replacement of the item, if available, a credit for the store or a refund.
Please note: Innove cannot process a refund for a missing package until postal/courier service provider's investigation is complete. This is because quite often the parcel is delivered while the investigation is underway.
WHAT IF MY PARCEL GETS DAMAGED IN TRANSIT?
Our team takes extra care to make sure every package is wrapped and protected while balancing the need to reduce and reuse materials where ever possible. Over the past couple of years, we have only had a couple of parcels damaged during the shipping process and customers have been super impressed with our packing efforts.
In the unlikely event your package is damaged, Innove will arrange replacement of the item if available or a refund. Simply reach out to us via email at firstname.lastname@example.org with your order details and evidence of the breakage to proceed with a replacement or refund. To help us out, please note it is easier for claim purposes if you take pictures of not only the broken contents, but also any damage to the box used for delivery as well.
CAN I CHANGE THE POSTAL ADDRESS AFTER PLACING AN ORDER?
Our team will accommodate a change in postal address after you have placed you order up until the point in time where your parcel has been dispatched.
Once dispatched you will receive notification of your parcels tracking. If you choose to redirect your parcel after we dispatch, you do so at your own risk and we cannot take responsibility for your parcels delivery. Your request for this redirect would need to be made directly to the courier/postal provider as per the details in your tracking email.
As much as we would like to accommodate a redirect after the parcel has left us, we have never had any success with achieving a successful redirection to a different address after it has left our facilities and therefore you do at your own risk. Doing a redirection after dispatch quite often results in major delays in the arrival of your parcel or parcels being lost.