Shipping policy

SHIPPING POLICY

Last updated: September 6, 2026

This Shipping Policy applies to physical products purchased from By Inova. Digital products, digital illustrations, and live personalization services are not physically shipped unless expressly stated otherwise.

  1. ORDER PROCESSING

Processing time is the time required to prepare an order before it is transferred to the shipping carrier. It does not include carrier transit time.

Processing times vary depending on the product:

• Ready-to-ship products: The estimated processing time appears on the applicable product page.
• Personalized products: Production begins after payment and all required customization details are received.
• Preorder products: The estimated fulfillment date appears in the product description.
• Mixed orders: The complete order may ship according to the item with the longest processing time unless separate shipments are arranged.

Business days exclude weekends and federal holidays.

If no specific shipping timeframe is displayed, the order will be shipped within 30 days, as required by applicable federal rules. If we cannot ship within the promised timeframe, we will notify you, provide a revised estimated shipping date, and offer the options required by applicable law.

  1. SHIPPING DESTINATIONS

We ship only to destinations available during checkout. If a country, state, territory, or address cannot be selected at checkout, shipping is not currently available to that destination.

We do not guarantee delivery to P.O. boxes, military addresses, forwarding companies, or restricted locations unless the applicable shipping option appears at checkout.

  1. SHIPPING RATES

Shipping rates are calculated and displayed at checkout based on the destination, package size, package weight, selected service, and available carrier rates.

Any free-shipping promotion will be subject to the conditions displayed with that offer.

  1. DELIVERY ESTIMATES

Delivery time begins after the carrier accepts the package. Estimated delivery dates are provided for convenience and are not guaranteed unless the selected carrier service expressly includes a delivery guarantee.

Carrier delays may occur because of weather, service interruptions, peak seasons, customs processing, natural disasters, or other circumstances outside By Inova’s control.

Processing time and shipping transit time are separate.

  1. ORDER TRACKING

When tracking is available, customers will receive a shipping-confirmation email containing the tracking number.

Tracking information may take time to update after the shipping label is created. A label-creation notice does not necessarily mean the carrier has received the package.

  1. ADDRESS ACCURACY

Customers are responsible for providing a complete and accurate shipping address during checkout.

Please contact us immediately if you notice an address error. Address changes cannot be guaranteed after an order has entered production or a shipping label has been created.

By Inova is not responsible for delays, additional charges, or failed delivery caused by incorrect or incomplete customer-provided information.

  1. RETURNED PACKAGES

If a package is returned because of an incorrect address, refused delivery, failed delivery attempts, or failure to retrieve the package, the customer may be responsible for additional shipping charges before the order can be sent again.

Because personalized products cannot be restocked or resold, returned packages are not automatically eligible for a refund.

  1. LOST OR DELAYED PACKAGES

If tracking shows no movement beyond the carrier’s normal delivery window, please contact us so we can assist with a carrier inquiry or claim.

Carrier investigations may require additional time. By Inova cannot guarantee the carrier’s investigation outcome or immediately replace an order while an active claim is being reviewed.

If tracking shows that a package was delivered but you cannot locate it, please:

• Confirm the shipping address
• Check all entrances and delivery areas
• Ask household members, neighbors, or building staff
• Contact the shipping carrier

Then contact By Inova for further assistance.

  1. DAMAGED PACKAGES OR INCORRECT ORDERS

If an order arrives damaged or differs from the personalization details submitted by the customer, contact us within three calendar days of delivery.

Please provide:

• Your order number
• A description of the issue
• Clear photographs of the item
• Photographs of the interior and exterior packaging
• A photograph of the shipping label

Do not discard the product or packaging until the claim has been reviewed. When appropriate, By Inova may provide a repair or replacement in accordance with our Return and Refund Policy.

  1. INTERNATIONAL SHIPPING

When international shipping is available, the customer is responsible for customs duties, import taxes, brokerage charges, and other fees imposed by the destination country unless expressly stated otherwise at checkout.

Customs processing may delay delivery. By Inova cannot control customs inspections, clearance times, or local delivery procedures.

Customers are responsible for confirming that the purchased product can legally be imported into the destination country.

  1. DIGITAL PRODUCTS AND ILLUSTRATIONS

Digital products and digital illustrations are delivered electronically and do not incur physical shipping charges.

Delivery instructions and estimated completion times appear in the applicable product description or order communication.

Customers are responsible for providing a valid email address and checking spam or junk folders.

  1. LIVE PERSONALIZATION SERVICES

Live personalization services are provided at the location stated in the applicable proposal or service agreement and are not subject to standard shipping charges.

Travel, parking, tolls, accommodations, material delivery, or related expenses may be quoted separately.

  1. PREORDERS

Preorder products are produced or reserved before they are available for regular shipment. Estimated fulfillment dates are displayed on the product page and are subject to reasonable production or transportation delays.

If the fulfillment date changes materially, customers will be notified and provided the options required by applicable law.

  1. CONTACT US

For questions regarding shipping or an existing order, contact us through our Contact Us page or at:

By Inova