FAQs
1. Do I need to have an account to order?
No, you can also place an order as a guest. But, there are some perks if you have an account with us:
- Quick checkout process
- Easily view your order status and order history
- Receive updates detailing our new releases and special promotions
2. What if I forgot my password?
On the login page, click“Lost password?" and you'll be redirected to a page where you can create a new password.
3. What if I typed the wrong email address?
Please contact us via: cs.innosparkle@gmail.com so we can change your email address. We can change your email address, name, and shipping address, but we cannot change your order. So Please fill in your address in all details, otherwise the package we mail to you will be returned to us, or we will just ignore your request to save everyone the trouble.
4. What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.
5. How secure is my online order?
When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then sSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.
6. How do I change or cancel my order?
We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.
Any cancellation made after an order has been placed, will be subject to a cancellation fee of $0.65 USD regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.
7. Can I change my shipping address after placing an order?
You may request an address change before your order is shipped by contacting our customer service team at: cs.innosparkle@gmail.com
Once your order has been processed or shipped, we’re unable to revise the shipping address.
Please make sure to use your residential address instead of a vocational or business address, as we cannot predict how long the destination’s customs department may hold the package.
8. When will my order arrive?
The delivery time is based on the shipping option that you have chosen. Orders usually require 2 business days for processing and 6–13 days for transit. Once your order has shipped, we will email your tracking information the next day, as tracking details generally become available 24–72 hours after shipment. The availability and update speed of tracking information depend on the carrier’s logistics system.
Please note that these are estimated delivery times only, therefore we is not guaranteeing delivery dates. We are not responsible for delays caused by the customs department in your country.
9. How do I track my order?
We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number in 1 day after we have shipped your order.You can track your order here.
10. Can I use several discount codes in one order?
Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.
11. What Do I Do If I Have Missing Items In My Order?
If something is still missing, please contact us at: cs.innosparkle@gmail.com immediately.
12. When will my order be processed?
All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons.
We process orders between Monday and Friday. Orders will be processed within 2 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
13. Will I be charged with customs and taxes?
The prices displayed on our site are tax-free, which means you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
14. How do I return an item?
If you are not happy with your purchase and wish to return an item, please contact us at: cs.innosparkle@gmail.com within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.
15. What if the item(s) I received are defective/incorrect/damaged?
Please contact us at: cs.innosparkle@gmail.com within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
16. How long is the returns process?
Once we receive your return or refund request, we will review your order as soon as possible to ensure you receive the best service.The review and processing of your return or refund request may take up to 14 business days.
Please note that the actual return time may vary depending on the shipping carrier’s delivery speed when you send the item back to us.
17. When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.