Shipping Times and Costs:
We are pleased to offer Free Shipping Worldwide.
Where do we ship to?
The countries where Innocruise can deliver are:
North America: United States, Canada,Mexico
Oceania region: Australia, New Zealand
Europe: Shipping to all European countries except Iceland, the Netherlands, Romania, Bulgaria, Croatia, Hungary, Estonia, Norway and Ireland.
Asia: Japan, Singapore, Indonesia, Philippines, Malaysia, United Arab Emirates, Saudi Arabia
Estimated Delivery Times:
-
USA (products in stock in the United States):
- Orders typically arrive within 5-8 working days.
-
Other Countries:
- Standard orders are usually delivered within 8-20 working days.
Shipping Methods:
-
For domestic (U.S.) orders, we rely on trusted carriers such as USPS or UPS or Fedex.
-
International orders (excluding the U.S.) are shipped using the most suitable method based on your order details and your country's postal service. Options include standard mail, registered mail, and EMS Express. Please note that delivery times may vary depending on your country's mail service and border policies.
Order Processing:
- All orders are processed and shipped within 1 to 2 business days, unless special circumstances such as backorders or pre-orders apply. If your order hasn't shipped within 2 business days, please reach out to us with your order number for swift assistance.
Customer Experience Response Time:
-
We are committed to providing exceptional support. Please keep in mind that our team is currently working remotely, which may lead to slight response delays.
-
Kindly allow up to 48 hours for a response, especially during holidays and exceptional circumstances. For urgent assistance, include "Urgent" in the email subject, and we'll prioritize your request. Your patience is greatly appreciated.
Order Tracking:
- To track your order, simply click [here]
How to modify an order?
If you need to change your address or cancel your order, please contact us via email at sales@innocruise.com within 24 hours before your order ships.
Change my shipping address or cancel the order process
Step 1: Please contact us via email first: at sales@innocruise.com and provide us with your order number.
Step 2: Please send us your request via email. If you need to cancel an order, please inform us directly. If you need to change your shipping address, please provide us with the correct address.
After receiving your order cancellation request email, Innocruise will process your request within 1-2 working days. All refunds will be made to the original account via the same method used for payment for the purchase. Please pay attention to changes in your account amount.
Generally speaking, once an order has shipped (i.e. received tracking number or order status is "Complete"), it is not possible to change the address or cancel the order. If you still need to cancel. Please contact us after receiving the goods, we can provide you with a 30-day unconditional refund. (See Return And Refund Policy)
What should I do if the address is incorrect but the product has been shipped?
If a package is returned because the address you provided is incorrect or incomplete, we will contact you immediately to make corrections and the package will be reshipped for you, but you will need to pay additional shipping charges. It is recommended to carefully check the delivery address when placing an order.
Unable to ship due to out-of-stock
If the product you ordered is out of stock for any reason, we will contact you via email or phone within 1-2 days (working days). We will let you know the estimated delivery time or if you are willing to accept an exchange, if you are
not satisfied you will have the right to cancel your order without any liability and we will provide you with a full refund.
Contact us
We value the customer service experience highly and provide comprehensive technical support to ensure you receive the necessary help and support while using our products. If you encounter any issues or need technical assistance during product use, please feel free to contact us via the following emails:
For cooperation or product inquiries, please contact: sales@innocruise.com
We trust that this policy provides you with a comprehensive understanding of our shipping and customer support procedures. Should you have any further questions or require assistance, please don't hesitate to contact us. We genuinely appreciate your choice of Innocruise for your needs. Thank you for your trust and support!