Frequently Asked Questions

When are orders shipped and how long does delivery take within the UAE?

Orders are shipped within 24 hours of placing the order. For UAE orders, delivery is completed within 2–3 business days (Monday–Friday).

Do you ship to other GCC countries or worldwide?

Shipping to other GCC countries is coming soon, and worldwide shipping is under process.

Can I cancel my order after placing it?

Once an order is placed, customers have 1 hour to cancel it without any liability. The process is automatic, and a full refund will be issued.

Can I return my order once it’s assigned for shipping?

Once assigned for shipping, returns are not accepted except in specific cases reported through the “report a problem” page within 3 days of receiving the order.

What should I do if my packaging is damaged?

Report damaged packaging through the “report a problem” page within 3 days and include photos of the damaged packaging.

What if there are product quality issues?

Report any product defects or quality issues via the “report a problem” page and include photos of the defects.

What if my delivery is delayed?

Delivery delays are defined as more than 1 business day over the estimated delivery time. For example, if delivery is 2–3 business days, delays are considered after 4 business days.

When will I receive my refund?

Refunds are issued immediately once cancellation or claim is approved, but the amount may take time to reflect depending on the customer’s bank.

Who handles the shipping and fulfillment of orders?

Inventory and shipping are managed by a third-party provider, but Innovo Labs customer service is available 24/7 for any issues.

Is the blog content meant for medical advice or treatment?

No. The blog and content are educational and not intended to diagnose or treat medical conditions.

How should products be used and how can side effects be reported?

Products should be used as instructed on the pack. Side effects can be reported through the “report a problem” form. Customers should review ingredients before purchase to avoid allergies.

Is Innovo Labs the product manufacturer?

No. Innovo Labs is a digital platform connecting authorized suppliers with end users. Reports of side effects or product issues are forwarded to the authorized supplier.

How can I contact customer support?

You can reach customer support 24/7 via Email at hello@innovolabs.shop or WhatsApp at +971503605902. Response times may vary depending on workload.

Can I send attachments through Email or WhatsApp?

No. For security reasons, attachments can only be sent through the “report a problem” form.

How does the WhatsApp support service work?

WhatsApp offers quick replies and an AI bot 24/7 on +971503605902. Type “#” to start a conversation. Unresolved inquiries are handled by staff.

What payment methods are accepted?

Accepted prepaid methods include VISA, MasterCard, American Express, JCB, Google Pay, and Apple Pay. Cash on delivery is not available yet but may be added for UAE orders in the future.

Will I need to pay customs or additional delivery charges?

No. Innovo Labs automatically covers customs, duties, and additional charges for prepaid orders. If you face an issue, report it with screenshots via the “report a problem” form.

What should I do if my credit/debit card is used fraudulently?

Report immediately through the “report a problem” form with screenshots showing the unauthorized deduction. Innovo Labs never asks for CVV via WhatsApp or Email.

Can Innovo Labs block users?

Yes. Users may be blocked for misuse, including fraud attempts, abuse of communication channels, frequent refund claims, or posting fake reviews.

Where can I find company information?

Visit https://innovolabs.shop/contact-us for company details.

How can I report a product or service problem?

Submit your issue via the form at https://innovolabs.shop/pages/report-a-problem.

What if I can’t access the “report a problem” form?

Contact via WhatsApp +971503605902: 1. Type “#” 2. Click Main Menu 3. Select “Report a Problem” 4. Choose “No” for existing ticket 5. Type your request (no photos) 6. Add info or confirm & submit 7. Type “#” to reset chat.

How can I unsubscribe from marketing messages?

For email: send “#unsubscribemail” to hello@innovolabs.shop. For WhatsApp: send “#unsubscribewhatsapp” to +971503605902.