Here at InnovDepot, we understand how important it is for you to find the right product for your home. If you ever have any concerns or worries, we'll do whatever we can to help. Simply email us at support@innovdepot.com or call us on the number down below!
Here's how to get started on your return:
1. To start your return, please email us at support@innovdepot.com with the subject headline: "Return, Order #" and please state the reason for your return in the body of the email.
2. Let us know the reason why you're initiating the return. If it was any fault on our end, such as product damage upon arrival, please let us know as soon as possible so we can correct our mistake. (Please read policy down below for more details)
3. When repackaging the item, please make sure your item is unused, doesn't have obvious signs of wear and tear and has never been opened from its individual plastic wrap. If we receive the item(s) back and such conditions are broken (evidence will be taken), then there may be additional fees of up to 15% your order amount.
4. Please be ready to submit evidence by taking photos of your item(s) if we request that of you via email, in case we need more context of your situation. Please expect us to request 3-5 images, clearly highlighting issue/damage of the product.
5. The customer must pay all costs related to return shipping even if they chose free shipping at checkout. The only instances in which customers do not have to pay for return shipping is if the item arrives damage upon arrival (see more information down below) or there was any fault on our behalf (we will contact you via email under specific circumstances at all times).
To ship it back to us, you can either contact us and we'll provide you a return shipping label (additional fees of the shipping label cost will be deducted from your refund) or you can ship it back to us and once we process and approve the return, you’ll be automatically refunded on your original payment method.
6. If we were unclear or you still have any additional questions, email us at support@innovdepot.com or call us at (866) 453-1248.
Returns
Our policy lasts 90 days. If 90 days have gone by since your purchase, unfortunately, we will be unable to extend any refunds or returns after this given time-frame. If, however, there was a delay in shipping due to our end or at any fault of our own, you will be given an extended period depending on your circumstances. Don't worry, we'll be in contact via email under special circumstances and so that you will have full transparency with us at all times.
Any product that is returned must be in the same condition and original packaging in which it was received in unless otherwise specified.
It should not contains any visible damages, smells, or animal hair. Please double check that the item you are returning is unused, doesn't have obvious signs of wear and tear and has never been opened from its individual plastic wrap.
If we receive the item(s) back and such conditions are broken (evidence will be submitted to the customer), then that may result in a restocking fee of up to 15%, depending on various circumstances.
What Happens If...
I want an exchange?
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Usually, returns take 5-10 business days to receive to us. To speed up your process of exchange, you can email us and notify us of your situation. Please allow 1-2 business days for us to get back to you.
Once we have responded, you can notify us that you returned the item back to our return address (see below) and provide us with your tracking number. Once your tracking number is verified to our return address, we'll process your refund earlier, so you can avoid waiting the additional 5-10 business days of transit. Once you receive your refund (please allow 3-7 business days for your bank to process the refund), you can place a separate purchase for the new item you want.
If your item arrived damaged upon arrival and you want an exchange, email us immediately at support@innovdepot.com and be ready to send us 3-5 images or a video, clearly highlighting the issue/damage and we'll get a replacement model sent to you within 1-2 business days once verified. Once evidence is submitted, it usually takes about 24 hours for us to process the exchange. Once processed, your replacement model will be shipped out the within the following two business days. Please allow 5-10 business days for the replacement item to arrive to you after it has been shipped from us. We may or may not ask to have the faulty item returned to us. If we do, all return shipping label costs will be covered by InnovDepot.
Change of mind?
If for any reason, you receive your item and you change your mind and decide you do not want the item, please do not open the packaging or use it or else you may be ineligible for a refund.
If the product was unused and in the conditions mentioned above (see above for return conditions), and you decide to change your mind, or want something else, the fastest way to ensure you get what you want is to return the item you have in unused condition, and once the return is accepted, make a separate purchase for the new item. Usually, it takes 5-10 business days for the return item to arrive to us. Once your refund order has been identified and processed, your refund will be automatically processed to your original payment method. Please allow 3-7 business days for refunds to appear back into your original payment method.
If you do not want an exchange, you can also return your item and receive a refund within 90 days of your purchase. Please note that a credit card transaction fee of 3% will apply to your refund.
I received a Faulty/Item(s) that break?
If for any reason your item arrives and is faulty or has broken from transit, please send evidence to us at support@innovdepot.com immediately with evidence provided. We usually request for 3-5 images or a video, so please expect to submit evidence if asked of you via email.
Once your evidence has been identified and approved, we will send you back a replacement item(s) the following business day. Return shipping label costs will be covered by us if the item is arrived damaged. Please allow us 24-72 hours to get back to you as well as 5-10 business days for the replacement item to arrive to you after we notify you via email.
If for any reason you have used the product and our item turned faulty or it broke for any reason, we have a 180 day warranty period after you receive your item to return the item back to us and we'll send you a replacement item with no additional fees.
Return label costs will be covered by InnovDepot and it usually takes about 5-10 business days for your replacement to arrive to you after your order is returned to us and processed by our team. Once the 180 warranty period is over (starting when the item says delivered on the tracking history), we will be unable to offer any refunds if your item becomes faulty or breaks.
I received the wrong product?
If you receive the wrong product, and you do not wish to keep your item, please contact us immediately and do not use use or open item from its original packaging.
Email us immediately and please be ready to submit evidence of the wrong product sent to you if we were to request evidence from your behalf. We usually respond within 24-48 hour.
If and when approved (usually 1-2 business days), you will be receiving a shipping label (provided by us) and we will send you the correct item back the following business day. Shipping usually takes 5-10 business days to arrive, depending on your specific location.
My product never arrived?
Please allow up to 5-10 business days after your tracking code on our system has been updated for your item to arrive to you. In other words, please wait 5-10 business days after you receive an email from us saying your item has been shipped to you, before starting your count. In addition, please go to your email and search our email address "support@innovdepot.com" to see if we contacted you on shipping delays. Please also check your spam folder.
If you have not received any shipping delay emails from us, and it has been more than 10 business days since the tracking code has been updated from an email you received, please contact us at support@innovdepot.com and we'll get it sorted out with you by locating your package for you.
If the package says "Delivered" and the zip code address matches your zip code, please check and ask your neighbors or check any areas you may have missed or where the postal service could have dropped off your package. If you still are unable to find traces of your item, we will give you a one-time free pass and we will ship a replacement item back to you. However, if we start noticing a pattern of suspicious activities coming from you or your address, we have the right to deny your request after your one-time pass.
If you wish to cancel your order or receive a refund, we will give extend the refund back to your original payment method. Please note, a 3% credit card transaction fee will be applied.
If the package says "Delivered" and the zip code does not match the address we have for you on file, then we will get a new exchange item sent to you immediately, no questions asked. If you wish to cancel your order or receive a refund, we will give extend a full refund back to your original payment method. Simply contact us at support@innovdepot.com for any additional questions.
I want to cancel after ordering?
If there was anything wrong on our end, please let us know as soon as you can and we will do our best to fix it. Please email us or call us immediately after your order if you decide to cancel on your purchase within 12 hours of purchase.
Your window of opportunity to cancel after ordering is 12 hours. If 12 hours have passed since your order and you were unable to email us or get a hold of us via phone, your order may be processed and you may have to wait for the item to arrive to you in order to start the return process. Then, it usually takes about 1-2 business days for the refund to be approved and an additional 3-7 business days for your refund to be processed by your bank or credit card company.
Refunds
How long does it take to receive the refund?
Please allow 7-15 business days for your refund to be fully processed to your original payment method. Usually, it takes about 5-7 business days for us to receive the item you sent back to us. Once received, please allow 1 business day for us to properly inspect and process your return.
Once accepted and processed, you’ll be automatically refunded to your original payment method on our system. You will be notified via email that a return has been sent to your original method with the amount refunded to you.
Please remember it can take some time for your bank or credit card company to process and post the refund. Please allow 5-7 business days for your bank or credit card company to process your refund.
How long does your policy last?
Our policy lasts 90 days. If 90 days have gone by since your purchase, unfortunately, we will be unable to extend any refunds after this given time-frame. If, however, there was a delay in shipping due to our end or at any fault of our own, you will be given an extended period depending on your circumstances. Don't worry, we'll be in contact via email under special circumstances.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Please allow up to 5-7 business days for your bank or credit card company to process your refund.
I have a question that you did not answer. How can I get in contact with you?
If for any reason we missed your question or it was uncovered in our FAQS, feel free to email us at support@innovdepot.com or call us at (866)-453-1248.
For more information on our Return policy, please click here!
For more information on our FAQ's, please click here!
Need to track your order? Click here!
Return Address:
Name: InnovDepot
Address: 151 Lake Ave, Staten Island NY, 10303.
American Outdoor Grill Built-In