Shipping and Returns

Shipping

How long does my order take to ship?

All orders ship within 2 business days of purchase. Business days are Monday through Friday, and federal holidays do not count. The shop is also closed each year on December 4. If your order is delayed for any reason, we will email you with an update as soon as possible.

How long does delivery take?

Orders ship by USPS or UPS. Delivery time depends on the shipping method you choose at checkout and your distance from Montana. Your tracking link shows the carrier's current delivery estimate.

How much does shipping cost?

Shipping cost is shown at checkout before you pay. Digital products have no shipping charge.

How do I track my order?

Every shipped order gets a tracking number by email. Digital products and e-gift cards are delivered by email, so they do not have tracking. If your tracking email has not arrived after 2 business days, check your spam folder, then email us at hello@ivyherbal.com.

Do you ship internationally?

We do not offer international shipping at this time. Orders ship to addresses within the United States.

How are digital products delivered?

Digital products and e-gift cards are delivered by email after checkout, and nothing is mailed. If your download link or gift card does not arrive, email us and we will resend it.

Can I change or cancel my order?

Possibly, and it is decided case by case. Email us at hello@ivyherbal.com with your order number as soon as you can. If the package is still here, we can usually update or cancel the order. Some orders are dropped off at the post office before tracking starts updating, and those can no longer be changed. We will do our best, but a change or cancellation is not guaranteed.

Returns

Return eligibility depends on the type of product.

What is the return policy for textiles?

We accept textile returns for 30 days after your order is delivered to your shipping address. For a full refund (minus shipping costs), the item must come back in the same condition it arrived in. Buyers pay return shipping, and every return needs authorization before it is mailed.

Can I try on a piece before deciding to keep it?

Yes. Trying a piece on at home to check the fit is fine and does not affect your return. Wearing it out of the house or washing it counts as use.

Please do not wash a piece you plan to send back. Ivy inspects every return herself and is very sensitive to scented detergents, so a washed piece has to be cleaned again before it can go back in the shop.

Is there a restocking fee?

A return that arrives in the same condition it shipped in has no restocking fee. If a piece comes back worn, or washed in scented detergent, a restocking fee of 10% of the item total is deducted from the refund to cover cleaning and relisting it.

Why are tea and body care products final sale?

Tea blends, herbal formulations, and body care products cannot be resold once they have shipped, so we do not accept returns on them. If one of these items arrives damaged or incorrect, see Problems With an Order below.

How do I start a return?

1. Email hello@ivyherbal.com within 30 days of delivery. Include your order number and your reason for the return.
2. Wait for our reply with your return authorization and the return address.
3. Pack the item securely and ship it back. Return shipping is paid by the buyer, and we recommend a tracked service.
4. We inspect the item when it arrives and issue your refund within 15 days.

When will I receive my refund?

Refunds are issued within 15 days after your return arrives. The money goes back to your original payment method, and your bank or card issuer may need additional time to post it. Original shipping charges are not refundable.

Problems With an Order

What if my order arrives damaged or incorrect?

Email us within 7 days of delivery with your order number and photos of the item and its packaging. This applies to every product, including final sale items. We review each case and work out a fix with you, which is usually a replacement. Many pieces are one of a kind, so when a replacement is not possible, we arrange a return and refund instead. When the mistake is ours or the item arrived damaged, we usually cover the shipping needed to fix it.

What if my package is lost or never arrives?

If your package has not arrived 15 days after it shipped, email us with your order number. That is when a lost package claim can be opened with the carrier, and we will work with you on a resolution. Please reach out within 60 days of the ship date, because carriers stop accepting claims after that. If tracking shows your package as delivered and you cannot find it, email us right away.