WHERE 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 $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 one-three 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 Shippit (Couriers Please, Fastways, 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 upon dispatch.
Shipping times may be delayed through external courier parties due to government imposed COVID lockdown and processes. This is outside the control of the INNOVE team.
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.
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.
HOW DOES THE FREE LOCAL DELIVERY OPTION WORK?
If your shipping address is located within a 15km radius of INNOVE'S Kilsyth store (located at 3/114 Canterbury Road Kilsyth VIC 3137) 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.
DO YOU OFFER CLICK AND COLLECT?
Yes absolutely! Simply select 'Click and Collect' as your shipping option to collect from Shop 3/114 Canterbury Road, Kilsyth VIC 3137 Monday-Friday 9am-6pm. Saturdays open from 9am - 5pm only.
You will receive an email once your order has been packed and it's ready to collect and this is typically within 1-3 business days.
LOCKDOWN PERIODS: Please note that during lockdown periods, click and collect hours may be reduced. Your email notification advising that your order is ready for collection will advise of any changes to the standard collection hours.
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 while balancing the need to reduce and reuse materials where ever possible. Over the past 18 months, 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 enquiries@innove.com.au with your order details and evidence of the breakage to proceed with a replacement or refund.
