Shipping Policy and FAQs
How much is shipping?
Shipping is FREE within the USA. Priority shipping is an option and costs $6.95. See below for shipping rates to Canada.
- Orders over $200.00 require a delivery signature confirmation (at no extra cost).
Where is Ivory Gem located?
Our warehouse is located in Boise, Idaho. Once your order is processed and shipped you will receive it in 2-5 days (excluding Sundays and USPS Holidays.)
How long will it take for my order to be shipped?
Due to high demand, all orders are prepped, packaged and shipped out within 2-7 business days (many times sooner!) after payment confirmation, with the exception of all national holidays. Regardless of the shipping option, we DO NOT ship out on Saturdays or Sundays. Please allow a few days longer for any orders shipping to Canada.
I selected priority shipping... When can I expect my order?
If you paid for priority shipping, your order will be shipped processed and shipped within 2 business days or 48 hours. Once it ships out it will be in your mailbox in 2-3 days. As with all our orders, you will receive a tracking number once it ships out from our warehouse. Due to the high number of orders we process and ship on a daily basis, all orders received after Thursday at 1:00pm MST will be shipped out first thing Monday.
Will sold out items ever be restocked?
Here at Ivory Gem we do everything in our power to make sure your favorite items will be in stock and ready to head straight from our warehouse directly into your closet! However, please keep in mind that we're working with vendors from all over the country, which means that (more often than not), our re-stocking powers are limited. We will, of course, pinky promise to do our best to restock those items that sell out quickly. Thanks for your understanding!
Can I use more than one coupon code per order?
Sadly, no, you cannot. Due to the fact that our current system is only capable of recognizing one code at a time, multiple codes cannot be combined on a single purchase. If you forget to put in a coupon code we cannot fix it after the order is placed.
My order summary showed two free gifts but I only received one... Why is that?
All free gifts and offers are limited to one per order. Sometimes our system glitches and may show two free gifts, but that will be corrected when your order is processed and shipped.
What does final sale mean?
If you've selected merchandise that has "Final Sale" noted somewhere in the product description (all items marked with (sale) or sold from the sale section of our website are final sale), this is our official warning that once purchased, the item(s) in question cannot be returned, exchanged, or refunded.
Can I change or cancel my order after it is submitted?
We are sorry, but unfortunately not. Once orders have been electronically confirmed in our system, it is impossible to modify them, so please double check the contents of your shopping cart for accuracy prior to completing your purchase. If you forget to put in a coupon code we cannot fix it after the order is placed.
Do you ship to Canada?
We do! Shipping cost ranges from $18-$25 depending on the size and weight of your order. Orders up to $75 ship for $18. Orders over $75 ship for $25. Please allow an extra 1-2 days for processing and shipping from our warehouse.
What happens if I placed an order and never received an email confirmation?
If your order was successfully submitted, a verification email will arrive to the email address provided during checkout within 24 hours of payment verification. If 24 hours has passed without receiving confirmation of your order, please email us at email@example.com and we will be more than happy to assist you!
What happens if an item I receive arrives damaged?We are diligent in wrapping each order personally so it reaches you safely. However, if you suspect an item has arrived to you in damaged condition, please email a clear image of the product in question to firstname.lastname@example.org within 24 hours of delivery receipt. Please note that the actual time of delivery will be checked and verified through our carrier's tracking system. We are not responsible for damage caused by customers opening their packages (such as accidentally cutting an item when opening the packages... so please open with care!)
What happens if I accidentally put the wrong address and my package is returned to you?
You must double check your shipping address to make sure it is absolutely correct. If your address is wrong the post office will attempt to deliver your package to the incorrect address you provided, and it will then get sent back to us (this alone is a 2 weeks plus process). Once we receive your order back we will process is like a return. We will issue you a gift card in the amount of your purchase (minus the cost of shipping) and we will then restock your items in our inventory. You may then repurchase your items (we would recommend doing that ASAP because there is a chance your items could be sold to somebody else.) You will need to pay shipping again. Please note we are not responsible for incorrect addresses so please make sure your address is correct at checkout!
**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.
We are not responsible for lost/stolen packages. If your tracking shows that your package has been delivered, please check with your neighbors and family members to make sure they did not receive it by mistake. Then feel free to file a claim with USPS by clicking on this link: https://www.usps.com/help/claims.htm Please allow 7-15 days from the 'delivered' date (provided by usps.com) before creating an insurance claim. Due to USPS policy, you must wait 7-15 days before you can file a claim for your lost/stolen package. Read below for time limits regarding filing insurance claims:
- Insured Mail (includes Priority Mail): file from 15 to 60 days
- Priority Mail Express: file from 7 to 60 days
- Claims cannot be filed for first class packages. Insurance is unavailable for first class shipping.
- If your tracking shows that your package has not been delivered and there seems to be an unexplained delay in the delivery of your package, please feel free to contact us and we would be happy to help you.
- International orders are subject to custom fees [we are not responsible for these fees].
Please make sure you are shipping to a secure location as we are not responsible for stolen packages. We are also not responsible for orders that appear to have been tampered with.
Courier Phone Numbers:
USPS: Call 1-800-ASK-USPS (1-800-275-8777) Press 6 and then 4 for Customer Service
For International USPS Deliveries call (1-800-222-1811)