What Can I Help?
We’d love to hear from you!
OFFICE HOURS
We’re available Monday to Friday from 10am to 6pm SGT(UTC+8).
REACH US
We can be reached via email at service@innotree.com.
Frequently Asked Questions
PRODUCTS, CARE, & FIT
I'm not sure which size is right for me.
Every product page has a sizing chart with measurement guide to help you discover the size best suited for you. This info is located below the size selector.
Does Innotree run true to size?
Our clothes run true to North American sizing standards. If you're ever in between sizing, the larger size is usually the best bet, as our styles tend to be more fitted than loose.
When I do wash my Innotree Merino clothing, what are the care instructions?
Most of our clothing can go into a normal wash cycle. Please refer to the care instructions on the product page or on the article of clothing itself.
Wool sounds itchy, is Merino wool itchy?
Not at all.
It feels completely different to the touch than the traditional wool you’re thinking of. It’s light and soft on the skin and with its moisture-wicking properties, it maintains that smooth feel all day, even when you perspire while wearing it.
It feels completely different to the touch than the traditional wool you’re thinking of. It’s light and soft on the skin and with its moisture-wicking properties, it maintains that smooth feel all day, even when you perspire while wearing it.
RETURNS & EXCHANGES
What is your return and exchange policy?
If for any reason a piece is not right for you (or you need a different size), send it back for free. It’s simple: just use our complimentary return shipping and prepaid labels to get it back to us fast.
You can return or exchange clothing purchased directly from unboundmerino.com as long as it is unworn, unwashed, and in the original condition in which it was delivered. We are happy to offer a full refund or exchange for any reason within 90 days from the ship date.
Please note that exchanges are subject to availability, and a refund will be processed if the product you requested is unavailable. All socks and underwear purchases are final sale and cannot be returned or exchanged for sanitary reasons. Shipping costs on the original order (including duties and taxes) are not refundable. Refunds are issued to the original payment method on the order, which may include gift cards if one was used.
Visit Return Policy to begin your return or exchange.
If you have any further questions, please contact us at service@innotree.com
You can return or exchange clothing purchased directly from unboundmerino.com as long as it is unworn, unwashed, and in the original condition in which it was delivered. We are happy to offer a full refund or exchange for any reason within 90 days from the ship date.
Please note that exchanges are subject to availability, and a refund will be processed if the product you requested is unavailable. All socks and underwear purchases are final sale and cannot be returned or exchanged for sanitary reasons. Shipping costs on the original order (including duties and taxes) are not refundable. Refunds are issued to the original payment method on the order, which may include gift cards if one was used.
Visit Return Policy to begin your return or exchange.
If you have any further questions, please contact us at service@innotree.com
What happens if you sent me defective clothing?
We stand by all of our clothing. If for any reason, your clothing is not performing as expected, please email us at service@innotree.com and we'll make it right!
SHIPPING & TRACKING
How long will it take to process my order?
Orders (excluding pre-order items) are normally fulfilled within 1 to 2 business days of order placement. An email confirmation will be sent once your order has shipped. All shipping estimates below include handling time.
Shipping Policy
Shipping Policy
What if I put the wrong shipping address at checkout – can I change it?
It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order or to change the address of your order.
If you decide to cancel your order or change your shipping address, contact us as soon as you place your order. We will do our best to make the change, however, we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so. If it's too late for our team to cancel your order, you can return your order to us once you've received it.
The only thing we can do is wait to see if the package gets returned back to us. If it does get returned back to our warehouse, we can then ship it to the correct address or provide you with a full refund.
If you decide to cancel your order or change your shipping address, contact us as soon as you place your order. We will do our best to make the change, however, we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so. If it's too late for our team to cancel your order, you can return your order to us once you've received it.
The only thing we can do is wait to see if the package gets returned back to us. If it does get returned back to our warehouse, we can then ship it to the correct address or provide you with a full refund.
Can I track my order?
Yes! You will receive a confirmation e-mail once your order has been processed to the e-mail address provided at the time of checkout, which can take up to 48 hours. You will receive a second e-mail once your order has shipped, which will include your tracking number and a link to follow the journey of your package.
If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us.
Please allow 1 - 4 days for the tracking information to show. In some rare case, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time.
If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us.
Please allow 1 - 4 days for the tracking information to show. In some rare case, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time.