Store Policies
PROCESSING TIME
All orders ship from Phoenix, AZ, within 7 business days, but we usually get orders out within 1 to 3 business days.
ESTIMATED SHIPPING TIME
Shipping can be from 3 -5 business days depending on what type of shipping method you choose at checkout.
SHIPPING ADDRESS
Buyers are responsible for providing an accurate and up-to-date shipping address.
If an item is not delivered to the buyer because of an inaccurate shipping address, a full refund or replacement order is not guaranteed.
WRONG SHIPPING ADDRESS
If you need to change your shipping address, please email us immediately with your order number and the correct shipping address to hello@ivylee.com. If your order has already been handed to the shipping carrier and shipped before you contact us, we are unable to change your shipping address.
RETURNED TO SENDER
Unfortunately, we cannot provide refunds for products that are delivered to the wrong address or go missing due to an incorrect shipping address being entered at checkout. If the package is being “returned to sender”, we can re-ship the items back out, but the buyer will be responsible for the additional shipping cost.
PACKAGES LOST IN TRANSIT OR NEVER DELIVERED
If your order has been listed as ‘pre-transit’ for 2 weeks with no tracking updates or if you do not see the package in your mailbox 3 days after your tracking was marked as delivered, we would be happy to consider your order lost in transit and send a replacement out to you.
DAMAGED ITEM
If your item arrives damaged or defective, contact us within 7 days of delivery. We can either refund you or send a replacement. Contact us at hello@ivylee.com with a photo of the item you received and any damage to your order, in your email. Unfortunately, we cannot cover replacements for items damaged or broken after delivery.
RECEIVED THE WRONG ITEM
If you received the wrong item or are missing an item, contact us within 7 days of delivery. We can fix this issue by offering a refund or sending the correct item. We will send you a prepaid shipping label if you need to return the wrong item.
RETURNS AND EXCHANGES
We accept returns and exchanges within 30 days of delivery. Buyers are responsible for return shipping fees. In your return package, please include a note with your order number and the item(s) you are interested in returning or exchanging. Returns must ship to this return address within 30 days of receiving your order.
IVY LEE RETURNS
1755 N Pebblecreek Pkwy
#1011
Goodyear, AZ 85395
Once we’ve received the item(s) back, we will be able to exchange or refund your order. The item(s) need to be in the same original condition. We can refund the cost of the items, but the original shipping cost will not be refunded. Refunds will take 3-5 business days to be reflected on your original payment method.
Remember, buyers are responsible for the new return shipping fees when making an exchange.
Clearance, final sale, seconds or B-grade products, and grab bags orders are ineligible for return or exchange.
Digital products are ineligible for return or exchange.
CANCELATIONS
If you need to cancel your order, contact us immediately after making the order at hello@ivylee.com. We can cancel the order if it has not started yet. Once the order is in production and/or shipped, we cannot process cancellations.
PRE-ORDERS
If you purchase a “pre-order” item along with items that are in stock now, the entire order will be shipped later with the pre-order item. The estimated shipping date will be on the product page. Please place two separate orders if you need some of the products faster.
CUSTOMS AND IMPORT TAXES
Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.
ACCEPTANCE OF POLICIES
Placing an order via this website confirms your acceptance of the above policies.