Shipping policy

At InitraLiving, we aim to get your order to you quickly and keep you informed at every step. This policy explains where we ship, how long it takes, and what happens if something goes wrong.

1. Where we ship

InitraLiving currently ships to addresses within the United States only, including all 50 states.

We do not currently ship internationally, or to PO boxes, APO/FPO addresses, or freight forwarders. If you place an order to an address we cannot ship to, we will contact you and issue a full refund.

2. Where your order ships from

Orders are dispatched from a fulfilment centre within the United States. Your order does not ship from overseas, which is why delivery is measured in days rather than weeks.

3. Processing time

Orders are typically processed and dispatched within 1 business day of being placed.

Orders placed on weekends or US public holidays are processed on the next business day. During busy periods such as major sale events, processing may take slightly longer, and we will let you know if this affects your order.

4. Delivery times

Delivery estimates are counted in business days (Monday to Friday, excluding US public holidays) from the date your order is placed.

These are estimates based on our carriers' typical performance, not guarantees. Delivery can occasionally take longer due to carrier delays, severe weather, public holidays, or events outside our control.

5. Shipping costs

Shipping is a flat $4.99 per order, regardless of order size. The exact shipping cost is shown at checkout before you pay.

6. Tracking your order

You will receive two emails from us:

• An order confirmation immediately after you place your order
• A shipping confirmation with your tracking number once your order is dispatched

Tracking information can take up to 48 hours to begin updating after you receive it. If your tracking has not moved after 48 hours, contact us and we will look into it.

If you have not received a shipping confirmation within 3 business days of ordering, please check your spam folder before getting in touch.

7. Incorrect or incomplete addresses

Please check your delivery address carefully at checkout. We are not able to change an address once an order has been dispatched.

If you spot a mistake, contact us at support@initraliving.com as soon as possible and we will correct it if the order has not yet shipped.

If a parcel is returned to us because the address was incorrect or incomplete, we will contact you to arrange redelivery. A further shipping charge may apply.

8. Delayed, lost or missing parcels

If your order has not arrived within 10 business days of being dispatched, contact us at support@initraliving.com with your order number and we will open an investigation with the carrier.

If tracking shows your parcel as delivered but you have not received it, please:

• Check with other members of your household
• Check around your property and with immediate neighbours
• Allow 24 hours, as parcels are occasionally marked delivered slightly early

If it still has not appeared, contact us and we will help resolve it.

9. Damaged parcels

If your order arrives damaged, contact us within a reasonable time of delivery with your order number and clear photographs of both the product and the outer packaging. Damaged items are handled under our Refund & Return Policy.

10. Changing or cancelling an order

If you need to change or cancel an order, contact us as soon as possible after placing it. We will do our best to accommodate requests received before your order has been dispatched. Once an order has shipped, it falls under our Refund & Return Policy.

11. Contact us

Store: InitraLiving Email: support@initraliving.com

We aim to respond to all enquiries within 1 business day.