FAQ

1. How long are shipping times?

Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

• USA: 3–4 business days.
• Europe: 6–8 business days.
• Australia: 2–14 business days.
• Japan: 4–8 business days ● International: 10–20 business days.

[Covid-19] When will I get my order? Our fulfillment times [for all products/t-shirts/hoodies/etc.] may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges.

2. I received a wrong/damaged product, what should I do?

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at [sales@inno-scent.com] within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

3. My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with us, please help us out by doing the following:

• Check your shipping confirmation email for any mistakes in the delivery address.
•  Ask your local post office if they have your package.
• Stop by your neighbors in case the courier left the package with them.
• If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at [sales@inno-scent.com] with your order number.

Cancelations are possible if you do not receive your package within the time frame specified for each individual product. Sometimes orders get sent out before we can process the cancelation. So if you cancel your order but still receive the package, then please go ahead and do one of three things: recycle it, donate it, or enjoy it.

4. Do you offer refunds?

Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at [sales@inno-scent.com] with photos of wrong/damaged items and we’ll sort that out for you.

5. Can I exchange an item for a different size/color?

At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at [insert your support email here] within a week after receiving your order. Include your order number and photos of the mislabelled item, and we’ll send you a new one, or issue a refund!