Shipping Policy
INEO Products is based in Canada, and the majority of our products are produced and shipped from Canada.
Order processing
We aim to ship orders the same business day or the next business day after an order is placed. Orders placed after 12:00 p.m. Pacific Time are normally processed for shipment on the next business day.
During holidays, weekends, Friday afternoons, physical inventory audits, or other periods of unusually high activity, order processing may take up to 3 business days.
Business days are Monday through Friday and exclude applicable statutory and national holidays.
Shipping methods and rates
Available shipping services are shown at checkout. Shipping costs are calculated at checkout based on the destination and the weight and/or size of the shipment.
For shipments within the United States, available services may include USPS and UPS. For shipments within Canada, available services may include Canada Post and Canpar. The carrier and service level available for an individual order may vary.
Tracking
Tracking information is emailed once your order has shipped. Carrier tracking may take up to approximately one business day to begin showing updates.
If your shipment appears to be delayed or tracking has not updated as expected, please contact us at ineosales@ineosolutionsinc.com and we will help review the shipment information available to us.
Delivery times
Delivery estimates shown by carriers are estimates and are not guaranteed by INEO. Transit times can be affected by the carrier, customs processing, weather, destination, and other circumstances outside our control.
International orders, duties and taxes
The buyer is responsible for taxes, duties, customs charges, tariffs, brokerage fees, and other import-related charges that may apply in the buyer's jurisdiction. These charges are not included in the product price or shipping charge unless expressly stated at checkout.
Incorrect, refused or undeliverable shipments
Please confirm your shipping address before completing checkout. INEO is not responsible for packages sent to an address entered incorrectly by the customer.
If a package is unclaimed, refused, or determined to be undeliverable and is returned to us, it will be handled as a return. Any refund will be subject to the applicable return policy and may be reduced by shipping or other carrier charges incurred. If you ask us to reship the order, you are responsible for the new shipping cost.
Lost, misdelivered or stolen packages
If tracking shows a package as delivered but you cannot locate it, please first check with household members, neighbours, building staff, or other secure delivery locations. You may also need to file a claim with the carrier. Contact INEO if you need available shipment information to assist with the carrier inquiry.
Returns
Customers are responsible for return shipping costs unless otherwise agreed by INEO. Return shipping costs are non-refundable. We recommend using a trackable shipping service and retaining your shipping receipt for valuable returns.
Please review our Return Policy before sending an item back. For shipping questions, contact ineosales@ineosolutionsinc.com.