FAQ

FREQUENTLY ASKED QUESTIONS

General

How do I track my order?

Please make sure that you are set to receive e-mails from orders@innovacionnatural.com. Kindly white list that email (make sure it's not in SPAM). We will always email you a tracking number for your order. You can simply click that link to track your order and view status day by day. If you are not able to find this email from us, please check SPAM folder / Other Folders or search by our email orders@innovacionnatural.com If you are sitll unable to find it, please reach out and we'd be happy to help you track your order!

How do I make changes to an existing order?

If you have just placed your order please Call Us / Text Us/ WhatsApp us as soon as possible to our phone number or reach out by email. Kindly note that we try to process orders As Fast As Possible so they arrive to you as fast as possible. As such it is important that you contact us promptly as we cannot change an order once it has been shipped.

Products

Are your products authentic?

Thank you for asking - this is probably #1 question we get and we totally understand! With clones, dupes, knock-off's of everything out online it is important to make sure that you are receiving Authentic products, specially since you are ingesting (drinking / taking) these products. For that reason we can Categorically say YES everything in our catalog is 100% Authentic, sourced directly from the manufacturer / producer / or designated authorized distributor.

Protect your Health, Protect your Results, Protect your Wellness - Buy Authentic with Innovacion Natural.

Your products look different?

There may be a few reasons for this. Here are the most common:

Compliance:
The FDA requires many consumable (products you eat or drink) products to have Labeling information in English. They cannot be labeled only in a
"foreign" language (in this case it cannot only be Spanish). As such for the products that fall into this category we work with the manufacturers
to make changes to the Packaging only to comply with these regulations and be able to continue to provide these products to you. The formula, capsules
etc. are all the same, it is the Packaging that changes.

New Releases:
As Direct Distributors or Brand Owners we are humbled to often be the first to get the Latest (New) versions of the products. Sometimes there are improvements to the formula, in which case we update our information accordingly. Often times it's only an update to the packaging (see above) or to improve the Safety for you such as moving to Tamper Evident blister packs or incorporating Child-proof lids.

Delay in Updating our site:
We do apologize, we try to keep our site up to date and accurate, however sometimes you may receive a product that looks slightly different from the one pictured on our site. Most often this is due to a new presentation having arrived with a change in packaging. We do apologize for any confusion, we do our best to keep our site accurate but we are still a small team and it does take us some time to do so.

Shipping

Do you ship Internationally?

Currently we ship to all United States (continental), Hawaii and Puerto Rico. We can also ship to Canada. Unfortunately due to varying customs requirements we are not set up to ship to other countries. We would love to be able to assist but we also don't want your package to get lost or be undelivered. If you'd like there are Package Forwarding services that would provide you with a US Based address and take care of the shipping to you after. Because of their experience shipping internationally this may be a better choice.

When will my order arrive?

At Innovacion Natural we do our best to process your order as promptly as possible. Most orders placed before 10 AM PST Monday - Friday are shipped the same day, so when they arrive will depend on 1.) What Shipping Method you chose at checkout and 2.) Where you are located. On average over 80% of all orders are delivered within 7 Business days regardless of what shipping method you choose or where you are. For more information on estimated delivery times you can visit our Shipping Page HERE.

How do I track my order?

It is very important that we have a Correct e-mail address for you at checkout. You will receive an email with a Tracking Number and LInk to track your package. This is the easiest way. If you have not received this message, please check your SPAM folder to make sure it's not there, and if it is Kindly mark it as SAFE. If you are unable to find this email with the tracking link, please Email, Text, Call or WhatsApp us to get that information and we'd be happy to assist you.

What’s your return policy?

Our Full Return Policy may be found here: RETURNS.

My order has not been delivered yet / it is late - what do I do?

We apologize for any inconvenience this may cause. 99% of the time this is due to the Carrier not because of us. As mentioned we process orders placed before 10 AM Monday - Friday that same day, and anything else the next Business day, so we always ship your order promptly. However once it is handed to the carrier, it is out of our hands. We humbly suggest you contact the carrier directly or we can assist you in doing that. Please keep in mind that the ONLY carrier and service that offers a Guaranteed Delivery Date is FED-EX EXPRESS (not ground). As such if your package is not delivered by the indicated date on the tracking link, please let us know and we can assist you to receive the Shipping fee paid. All other services are Not guaranteed and we do not make a refund on shipping paid.

Orders

My Order shows as Delivered, but I don't have it - what do I do now?

We know how concerning it can be when the tracking information shows the package as delivered but you cannot find it. Over the years we have seen the following suggestions to be of much help.

1.) USPS: If the package was shipped by USPS, please check your Mailbox and surrounding areas. Kindly make sure nobody else in the household has already brought in the package. If you live in a complex or townhome community, please note that USPS will sometimes dleiver your packages inside Parcel Boxes. Normally they indicate this but please be sure you also check there. Lastly, although it rarely happens, we have noticed that in some very few cases, USPS marks the package as delivered about 1-2 business days before they actually deliver it. We are not sure why that is, but if you just see the package as having been delivered Today, please wait 1 or up to 2 more days to see if the package ends up being delivered by your Postal Person.

2.) FedEx EXPRESS: Fed-Ex Express now always takes a delivery image showing the location of your delivery. Their dates and times are always accurate to the local time zone. Please check your tracking link to see the delivery image and see the delivery details.

3.) FedEx Ground: Fed-Ex Ground may or may not provide a delivery image. Their delivery dates and times are always accurate to local time zone. Additoinally they will GeoLocate the package at delivery scan. Please visit the tracking link provided for more details.

When will my order arrive?

Contact the carrier directly and/or file an insurance claim. We are not able to file that for you as we do not reside in the delivery address.

How do I track my order?

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What’s your return policy?

How do I make changes to an existing order?