Shipping & FAQ's
WHERE ARE PRODUCTS SHIPPED FROM?
All our products are stored in the Dandenong Ranges VIC. Products listed 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 $65 and above, otherwise it is $9.95 flat rate for shipping and handling.
HOW LONG WILL MY DELIVERY TAKE TO ARRIVE?
All shipments are subject to availability.
Standard orders placed Monday through Friday (excluding public holidays) will be processed and shipped within two business days, unless the products are on 'pre-order' status.
You will be notified of your order dispatch via email.
Due to our location, most shipping is completed through Australia Post and sometimes Sendle. If you are based in a capital city, you can expect your order to be delivered within 2-5 business days after dispatch. Regional areas tend to take anywhere from 5-10 business days.
Please note: The delivery times stated above are indicative only. Once a parcel has been dispatched, Innove has no control over the delivery timeframe, however the location of your parcel can be seen from the tracking information provided to you upon dispatch.
DO YOU OFFER INTERNATIONAL SHIPPING?
We do not currently offer international shipping, however this may be available in the coming months. Watch this space...
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. Orders under $25 are charged at $14.95, orders between $25 and under $65 are charged at $17.95, whereas orders $65 and above are charged at $19.95.
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.
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.
DO YOU OFFER STORE PICKUP?
Yes absolutely! Simply select the option in the Shipping page when completing your order.
You will receive an email once your order has been packed and it's ready to collect and this is typically within 1-2 business days. Please note store's operating hours here.
Please note: If you select Store Pickup by accident or change your mind, you will be invoiced for shopping fees prior to order dispatch. If payment is not received, a refund will be processed in accordance with our terms and conditions, which can be found here.
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 party cannot locate the missing parcel, Innove will arrange replacement of the item, if available, a credit for the store or a refund.
WHAT IF MY PARCEL GETS DAMAGED IN TRANSIT?
Our team takes extra care to make sure every package is wrapped and protected. To date we have never had a damaged parcel and customers have been super impressed with our packing and presentation.
In the event your package is damaged, Innove will arrange replacement of the item. if available, a credit for the store or a refund.