Frequently Asked Questions

**Please note, due to the COVID-19 pandemic, there may be delays in shipping, returns/exchange processing and customer service response time. We are doing the best we can and appreciate the understanding. xx  

 

 

What if something is wrong with my order?

If something is wrong with your order please send us an email at hello@ivycityco.com and include your name, order number, pictures of the issue (if relevant), and a brief description of the issue.

What is the return/exchange policy?

Please refer to our Return & Exchanges link.

Can I pick up my order?

Yes, we do offer a local pick up option. You will need to select this shipping option at checkout. Once you receive a “Ready for Pick-Up” email you are welcome to come and pick up your order.

When can I pick up my order?

Once you receive your “Ready for Pick-Up” email you are welcome to come and pick up your order. Our warehouse is open from 9-3 Monday through Friday (excluding holidays). You are welcome to stop by anytime during that time frame. 


Our warehouse address is:

Ivy City Co

12227 South Business Park Drive

Suite 100W Draper, UT 84020

Our building is a little tricky to find. We are located in the FCS building in Suite 100W. You can come through our back door which is two double grey doors with an "Ivy City Co" logo.

Where is your warehouse located?

Our warehouse is open from 9-3 Monday through Friday (excluding holidays). 

Our warehouse address is:

Ivy City Co

12227 South Business Park Drive

Suite 100W Draper, UT 84020

Our building is a little tricky to find. We are located in the FCS building in Suite 100W. You can come through our back door which is two double grey doors with an "Ivy City Co" logo.

Can I return/exchange at the warehouse?

You are more than welcome to make a return at our warehouse. Our warehouse hours are 9-3 pm, Monday through Friday (excluding holidays). You are welcome to stop by anytime during our business hours.  

If you are wanting to do a warehouse exchange we would recommend registering your return on our website and selecting the warehouse return option for a refund. Then you'll want to place the new exchange order for a warehouse pick up. Once the new order is ready for pick up, you can come by and drop off the return and pick up your new order in the same visit.

Where are your dresses made?

We have a few different women-owned factories in Asia that we know and love! It makes us sad that China overall gets the rep for unethical or low-quality products because it's not always the case. We met a woman a few years ago who had been working for a large manufacturer in China but didn't like how things were done. She decided to start her own business, which is unheard of as a woman in China, to source and manufacture ethically, with good wages and high-quality products. We are proud to partner with her to support her small business dream as she supports ours- and break the stereotypes.

Since partnering with this manufacturer she has been able to put us into contact with other female-owned manufacturing companies that meet her standard of ethical practice in India. We are so happy to be able to help and support other female-owned companies around the world.

We can assure you that we have done our research and know that they do practice fair trade and have excellent working conditions. We take pride in knowing our clothing is crafted ethically!

How long before my return is processed?

Once your package is delivered to our warehouse it normally takes our returns team 3-4 business days to process your return. You will receive an email notification once the return has been processed.

Why was I not fully refunded?

The original shipping cost (to get the order from us to you) and Route Shipping Insurance are both non-refundable costs. In addition to these costs, if you select to use one of our return shipping labels a fee of $8.35 will be deducted from your refund.


If you still have questions about your refund we would be happy to answer those for you. Please send us an email at hello@ivycityco.com.

Why were my rewards points not refunded?

Rewards points are not automatically refunded when returns are processed. If our team does not refund you for your rewards points used on your returned order please reach out to us, we would be happy to take care of this for you. Just be sure to email us at hello@ivycityco.com.

How do I collaborate with Ivy City Co?

If you are interested in working with us, you will just want to fill out a submission on our "Collaborate with Us" page at the bottom of our website. Once that's done it will be reviewed by our collaboration team. If we need any additional information or would like to move forward with setting up a collaboration we will reach out to you!

How much is shipping?

Standard US shipping is $8.35. Ships from our warehouse in 5-7 business days.

Fedex Express Saver (3day) is calculated based on Fedex shipping rates.  Ships from our warehouse in 1-2 business days

Fedex 2Day is calculated based on Fedex shipping rates.  Ships from our warehouse in 1-2 business days

Fedex Priority Overnight is calculated based on Fedex shipping rates.  Ships from our warehouse in 1 business days (must order by 11am MST to go out same day)

Once your order ships from us you will receive tracking information. If you have any questions or concerns about your package at that point you can contact the delivery service to seek answers.

Thank You! 

International Shipping

**Please note, due to the COVID-19 pandemic, international delivery may be delayed beyond our control, as individual countries have issued their own orders in their countries regarding postal delivery.

Canadian standard shipping starts at $20 and goes up to $35 depending on total weight. Delivery takes 7-14 business days.

International standard shipping starts at $45. Delivery generally takes 10-14 business days but is dependent upon each countries custom and delivery procedures. 

International Customs & Duties

Ivy City Co has no control over international custom & duty fees. Please be aware you may be subject to these fees in your jurisdiction and Ivy City Co. does not cover these costs.

What if something is wrong with my order?

Please contact us directly if something is wrong with your order! You can either contact us directly through the CONTACT US tab or by email at hello@ivycityco.com.

What does shipping protection cover?

At checkout you can select Route Shipping Protection for your order.  This shipping insurance protects your order for any lost, damaged, or stolen packages.  We recommend adding this valuable coverage to your order.  

The shipping protection is an affordable guarantee that if your package doesn’t make it to you or is damaged during transit, you will be compensated.  Ivy City Co. is not responsible for lost, damaged, or stolen packages.  With the shipping protection added to your order we are able to make sure you are compensated.  

For Lost Packages:

Tracking says delivered but is missing:

-Please check your front and back porch, side door, garage area, bushes and mailbox to make sure it’s not hiding. Ask your neighbors if they might have received it for you.

-Please wait at least 5 business days but no longer than 15 days from when your tracking says delivered before taking action.

-Stuck in transit packages please file a claim no earlier than 7 days and no later than 30 days from the last update on tracking.

Damaged Packages:

File claims for damaged items with a photo of the package and items (required) and no later than 15 days from when it was marked delivered.

Stolen Packages:

For packages worth $100 and more a police report must be filed, or video evidence must be provided. We ask that you include case number from the department in your email request.