Insta360 Store Order FAQ
Insta360 Store Order FAQ
The following information will help you quickly understand the key topics related to order checking, order modification, order tracking, returns, and refunds after purchasing products from the Insta360 official online store.
1. Why did I not receive an order confirmation email after successfully paying?
First, check your spam or junk folder – the email may have been mistakenly filtered there.
If you checked out as a guest, try creating an account using the same email address. Your order information will be automatically linked to the new account, allowing you to view order details and status after logging in.
2. Where can I check my orders placed in the Insta360 online store?
- Check on the Insta360 official website: Please go to My Orders page, and log into your Insta360 account to check your order history.
- Check in the Insta360 app: Please open the Insta360 app, tab "Shop" > Tap any product to enter the details page > Tap the icon at the top right > Tap the profile icon at the top right > Go to "Orders" to check your order history.
3. How do I modify or cancel my order?
How to modify the order
- Changing order items: Once an order is paid, the items cannot be changed. If you need different products, please cancel the existing order and place a new one.
- Adding products to an existing order: You can place a new order (using the same payment method, shipping address, and recipient info) and send us both order numbers. We will combine shipment and refund any extra shipping fees.
- Changing shipping address (before shipment): If you have not yet received a shipment notification email, we can help update your shipping address within the same country/region. Please contact ecommerce@insta360.com as soon as possible for assistance.
Please note: If your order is already in transit, please contact your local carrier directly to request changes to the shipping information.
How to cancel the order
If the items in your order have not yet shipped, we can help cancel an item or the entire order for you. Please visit My Orders page and submit the refund request. You can also contact us via ecommerce@insta360.com.
4. Shipping time
Dispatch time: Most orders (excluding customized and pre-sale items) are shipped from our warehouse within 2 business days.
Delivery time: After dispatch, delivery typically takes 3–5 business days.
Please note: We cannot expedite delivery from our end, but once the package arrives in your region, you may contact your local carrier to request faster delivery.
5. How can I check my order status?
When your order is shipped, we will send an email with tracking information. You can also visit My Order page to track your order.
6. How can I return/exchange an order?
We hope you'll love your products from the Insta360 Store, but if something isn't quite right, you can send it back with our flexible 15-day returns policy as long as it's in good working condition.
To return an order, please visit My Orders > Log into your Insta360 account. > Go to “Orders” and find the order you would like to return. > Click “Return or replace items” on the right side of the item(s) you would like to return.
Please note:
- Return processing may be delayed during the Sale.
- The product returned should maintain its original quality and function, and the product itself, original packaging, accessories, gifts, instructions, trademark labels, etc., should be complete and intact without any human damage, to avoid affecting secondary sale.
7. Refund processing time
- Refund request processing time: After we receive your refund request, our team will follow up within 24 hours. Please respond promptly to help speed up the process.
- Time for refund to be credited: Once processed, the refund amount will be credited back to your original payment method within 2–7 business days (depending on your payment provider).
- Refund not received: If you have not received the refund after 7 business days, please contact your financial institution for assistance.
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