FAQ

Shipping

Under normal circumstances, 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.

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.

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

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

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.

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

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

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

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

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

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.

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).

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.

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.

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

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

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

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

Products

A) IN-TRAVEL SERIES | INNOCAPSULE

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

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

Wipe with wet cloth. Do not machine wash.

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

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.

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

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.

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

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.

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.

We advise all customers to wash their mask after use.

Our mask naturally eliminates odor and keeps gear smelling fresh.

Our masks incorporate 8% spandex ensuring extra comfort.

C) IN-LIVING SERIES | INNOSPACE

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

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

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

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

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

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

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

D) IN-CARE SERIES | INNOTOUCH

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.

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).

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

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

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.

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.

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

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

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