FAQs

SHIPPING

How long will it take to process the order?

Under normal situation, orders should be shipped out within 1-3 business days after an order is placed.  Please note we do not dispatch on weekends or public holidays.

How to calculate shipping fees?

Shipping fees are calculated at checkout.

Free shipping will be offered if the order is over HKD 500.

For order total amount under HKD 500, shipping costs will vary depending on the size, weight and destination of your chosen items. 

Is there any free shipping offer?

We offer free shipping for local orders above HK$500.

How is the shipping arrangement locally (within Hong Kong)?

All orders are shipped via SF Express. The delivery fee will be included within the final customer bill unless explicitly stated otherwise.  

How to track my order after placement?

Once shipped, you will be emailed with a tracking number to follow your order’s journey.

InnoTier does not take responsibility for orders rejected by the recipient or returned-to-sender due to non-collection. In this scenario, a re-delivery fee will be applicable. Refunds will NOT be granted for orders returned due to non-collection.

Ownership & Risk

To ensure a prompt dispatch time, once your order has been placed, we are unable to make changes or cancel your order. If you have made an error in your delivery address, please contact us immediately via email at info@innotier.com.

Any delivery date or time specified by us is an estimation only and may be subject to delays. InnoTier is not liable for any loss or damage suffered by you through reasonable or unavoidable delays in delivery.

Once your item has been shipped, InnoTier takes no responsibility of loss or damaged during transit.

In the unlikely event your order is not received within the expected delivery timeframe, InnoTier will assist you to open a case enquiry with SF Express. For international customers, please note that an enquiry into a missing delivery cannot be opened until 21 days past the dispatch date.

We recommend that all our customers dispatch to a reliable address, as InnoTier is not responsible for lost or stolen orders.
Physical addresses are preferred, as we are unable to guarantee the safety of items delivered to PO Boxes or Parcel Lockers.


PAYMENT

What currencies can I use?

We charge all transactions in Hong Kong Dollar (HKD).

Which payment methods do you accept?

VISA, Mastercard, Amex, Google Pay and Apple Pay.

When will I be charged?

The full amount of the order will be charged as soon as it is placed.

Is it safe to order from us?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.

Security checks are also made on all transactions, to ensure the authenticity of each payment.


SHOPPING

Will InnoTier be coming out with other variants and products?

InnoTier continues to develop a variety of product types and ranges and you can expect to see more in the future. Rest assured we are just getting started.

Is your website secure?

Absolutely. You can shop with an ease of mind at innotier.com. The security of personal information is a high priority for us. We maintain administrative, technical, and physical safeguards to protect against unauthorized disclosure, use, alteration, and destruction of the personal information in our possession. Any information you transmit on innotier.com is processed by an industry-standard data encryption system called Secure Socket Layer (SSL).

How do I remove items from my cart?

To the right top corner of each item in your shopping cart there is a “remove” button. You can click “remove” to remove the item from your cart.

Do I get an order confirmation?

Upon placing an order with InnoTier, you will be sent a confirmation email immediately after your order has been successfully submitted. We will also send you a confirmation email providing tracking information once your order has shipped. If you don’t receive an email confirmation, check your ‘bulk’ or ‘junk’ folder and it should be there. Please contact us if you have any questions.

What is innotier.com store return policy?

Although we are confident you will love your InnoTier product, we do understand sometimes circumstances change. This return and exchange policy applies only to purchases made on the innotier.com site. If you purchased an InnoTier product at a retail store or from another online site and are interested in returning that product, please contact the original store or site directly.

Please email us at info@innotier.com without delay, and in any event, within seven days of becoming aware of the defect.

We do not accept returns of used products (unless they are defective). InnoTier products that are damaged due to human misuse (e.g., cut, ripped, punctured) are not considered defective and are not eligible for refund or exchange. Items damaged from standard wear and tear are not considered defective and are not eligible for refund or exchange.


COMPANY

Is InnoTier a UK company?

InnoTier is a UK limited company, and we serve our customers worldwide.

Will InnoTier do custom labeling?

We are always happy to customize InnoTier product for retailers. If you are interested, please email us at info@innotier.com.

Do you collaborate with bloggers and social media influencers?

What do you have in mind? If you would like to become an InnoTier partner, please email our social team at info@innotier.com.


Product

A) IN-Travel Series | InnoCapsule

What is the lifetime of the UVC LED?

The lifetime of UVC LED is approximately 10,000 hours of operation.

Has this UVC Disinfection Pouch been officially certified at reputable test lab?

It has been certified by International reputable labs SGS and STC.

How to clean the InnoCapsule?

Wipe with wet cloth. Do not machine wash.

Is there any warranty on the InnoCapsule?

Our product is covered by a one-year warranty. For more details, please refer to the warranty certificate.

Is there other size and color of the InnoCapsule?

There is only one size and one color at this current time. We are developing different colors of InnoCapsule and plan to launch them soon. 

Is it safe to operate the InnoCapsule?

Not only does the InnoCapsule material and the water-resistant zipper form an UVC-leakage protection, the intelligent magnetic safety lock design ensures the zipper is completely shut before the UVC sterilization process commence.

B) IN-Care Series | InnoShield

What is Permanent Technology?

Ionic+™ incorporates silver directly within the fiber or yarn rather than using chemical solvents and binders to apply the antimicrobial to the fabric during fabric finishing. This permanent technology ensures that silver continues to work throughout the product lifecycle, not prematurely lost when binders fail or abrasion wears away protection during use and cleaning.

What is Antimicrobial?

A substance that reduces microorganisms or inhibits their growth. Antimicrobials eliminate the bacteria and fungi that produce odor.

How does your product works?

Ionic+™ is based on the protective properties of basic elemental silver, not synthetic chemicals nor nanotechnology. Our technology permanently integrates silver into the surface of the fiber and yarn – prior to shipment to the fabric manufacturer. It is a permanent reservoir of silver that remains available throughout the expected lifecycle of the product.

Can InnoShield kill virus?

Our masks have strong antibacterial effectiveness against a spectrum of pathogens. Our technology dramatically reduces the viability time of microbes on soft surfaces. It provides a self-cleaning and germ-resistant surface.

Do I have to wash my masks?

We advise all customers to wash their mask after use.

What is anti-odor?

Our mask naturally eliminates odor and keeps gear smelling fresh.

How can your mask fit all sizes?

Our masks incorporate 8% spandex ensuring extra comfort.

C) IN-Living Series | InnoSpace

Will UVC light damage my leather garment?

The operation time for our garment is 5 minutes. It is highly unlikely that your garment will be damaged during this timeframe.

Can I replace the UVC LED if they do not work?

Our product has one-year warranty. You can contact us if you need technical support.

Is your UVC InnoSpace waterproof?

We do not recommend exposing InnoSpace to rain or other heavy moisture scenarios. 

There are two lines at the back. What are they for?

They are fold line indicators. This is how we recommend you fold your bag. 

What is the maximum weight load the bag can hold?

Same as the regular travel garment bag, you should not overload with additional weight.

Do you have a smaller garment bag?

Going forward we will have different sizes in different style. Please keep an eye on our website for further updates.

Is there any warranty on the InnoSpace?

One-year warranty. For more details, please refer to the warranty certificate.

D) IN-Care Series | InnoTouch

Is the Technology Proven?

Using silver for antimicrobial use has been around for centuries. While silver is a simple source of antimicrobial protection, it is nonetheless very effective. Ionic+™ technology is based on decades of technical advances and market success in areas like healthcare, protective apparel, performance textiles, and a variety of other textile applications.

Are these Products Safe for Humans?

Our technology has been vigorously tested for skin contact safety - demonstrating that silver is not toxic to the skin, is not a skin sensitizer, and is not a skin irritant (consistent with recognized silver safety).

Are these Products Safe for the Environment?

Our products are Oeko-Tex Standard 100 certified. Silver is not a synthetic antimicrobial and has always been a part of the natural environment.

How long can the gloves last?

Our InnoTouch produce is very durable and has passed US test standard AATCC 100 (this equates to 100 washes).

Can InnoTouch kill virus?

Ionic+™ Technology is to inhibit germs/bacterial and ultimately eliminate them from the surface of our products.  It dramatically reduces the viability time of microbes on soft surfaces.

What is Thermodynamic?

Thermodynamic is the relationship between heat, work, temperature and energy. The silver Ionic+™ responds to the body’s heat and wetness - working to keep us at a comfortable temperature at all times. Therefore, our products keep you cooler in summer and warmer in winter.

Will silver generate electricity energy when in contact?

Our product has anti-static property. Our technology reduces and removes the buildup of static electricity.

What is the function of conductive cloth?

The conductive cloth acts as a bridge between you and the touch screen. You can operate your mobile phone with the gloves on.

How to find the right size of my gloves?

We offer 4 sizes for adults and 2 sizes for children. Please check before purchase so that you know you have the right size.


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