When will my order ship?

Due to the current prevailing circumstances across the world, we anticipate minor delays in shipping orders. Most orders are expected to be fulfilled anytime within ten days. If you have not received your order confirmation within ten days, please get in touch with us by emailing Chris Hager at Chager@liveino.com

Rest assured we are doing everything in our capacity that INO merchandise reaches you as soon as possible. 

I didn't receive my order/shipping confirmation email

You should receive an order confirmation email within a few minutes of placing your order, and a shipping confirmation email within 24 hours. The exceptions are orders placed during a weekend, which may not ship until the following Monday.

If you don't receive either email within those timeframes: 

• Start by checking your spam folder.
• If you use multiple email addresses, make sure you're checking the right inbox.
• Still nothing? Contact Chris Hager at Chager@liveino.com
  

Can I cancel or change my order?

Once an order ships, we can't make any adjustments to it, including to the shipping address. We can assist with returns and exchanges however. Please see our return policy for further information. 

Where is my order?

We get it—not receiving your order on time can be frustrating. So let's find it.

When your order left our warehouse, you received a shipping confirmation email that included a tracking number with USPS. Click the tracking number for an update on our site. 

Our system can be a bit delayed, so for more up-to-the-minute information, look up the tracking number on the USPS site.

If your order has been marked as delivered but you still haven't received it, contact Chris Hager at Chager@liveino.com and we'll track it down or send a replacement.

I never received my order. What should I do?

If our site's tracking says your order was delivered but you still haven't received it, look up your tracking number on the USPS site for confirmation. 

If the carrier site's tracking also says your order was delivered, try checking with your neighbors and looking outside your home to see if it's hidden somewhere. If you can’t find it, email us with your original shipping address and an alternate shipping address so we can send a replacement.

If the carrier site's tracking hasn't been updated for several days, email us with your original shipping address so we can look into it and send a replacement if necessary. 

Do you offer expedited shipping?

We currently do not offer an Expedited Shipping option, but it's something we are looking into and hope to offer in the future.