FAQs

How can I contact InnoviSmart?
You can email us at info@innovismart.com, and our customer service team will be happy to assist you with any inquiries.

Do you ship worldwide?
Yes, we ship worldwide.

Where do you ship from?
We ship from Hong Kong.

Can I change or cancel my order?
As we strive to process orders as quickly as possible, any changes or cancellations must be requested within 12 hours of ordering. Requests made after this period may be denied. However, your order can be returned for a full refund once received.

What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal.

When will my order be processed?
All orders are handled and shipped from our warehouse. Please allow extra time for processing during holidays and sales seasons. We process orders Monday through Friday, and they will be processed within 1-3 business days from the order date and shipped the next business day.

How long will it take to receive my order?
Due to high demand, orders may take between 2-4 weeks to arrive.

What if I don't receive my order?
If you do not receive your order within 30 days after shipping, you are eligible for a full refund.

Will I be charged customs and taxes?
Prices displayed on our site are tax-free in British Pounds, meaning you may be liable to pay for duties and taxes upon receiving your order. These charges are determined by your local customs office and are your responsibility. We are not responsible for delays caused by customs. For more information, please contact your local customs office.

How do I return an item?
Please contact us at info@innovismart.com to initiate a return.

What if the item(s) I received are defective, incorrect, or damaged?
If you receive merchandise that is incorrect, missing, or defective, please contact us immediately with your order number, photographs of the item(s), and all related references. We will do our best to resolve your issue as quickly as possible.

When will I receive my refund?
All refunds will be credited to your original payment method. If you paid by credit or debit card, the refund will be sent to the card-issuing bank within 7-10 business days of receiving the returned item or cancellation request. Please contact your bank or credit card company for questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, please contact your bank/credit card company, as it may take some time for the refund to be posted to your account.