Frequently Asked Questions (FAQ)

Have a question? Below you'll find answers to the most common inquiries. If you can't find what you're looking for, feel free to reach out to us at info@ivyisaac.com

Shipping & Delivery

1. What is your shipping policy? We offer free shipping within the United States on all orders. Each item is carefully packed and handled to ensure a safe and timely delivery.

2. Do you deliver to collection points or pickup lockers? At this time, we only deliver to the shipping address provided at checkout. Delivery to collection points or lockers is not available.

3. What are your delivery times? Orders placed by 5:00 PM (GMT-5) EST, Monday to Friday, are prepared for dispatch within 1–3 business days. Once shipped, delivery within the US typically takes 6 to 9 business days, depending on your location. Total delivery time is estimated at 7–12 business days. Delivery times may be extended during public holidays or peak periods.

4. When will my order be processed? Our daily order cut-off time is 5:00 PM (GMT-5) EST. Orders placed after this time will be processed on the next business day.

5. How can I track my order? Once your order has been shipped, you'll receive a confirmation email with a tracking number. You can use this number to track your order via our Order Tracking Page.

6. Which shipping partners do you use? We work with trusted couriers for the US, including USPS, to ensure safe and reliable delivery of all orders.

7. What if my package hasn't arrived or is lost? If your order hasn't arrived within the expected delivery time, please first check the tracking information provided in your shipping confirmation email. Still no update? Contact us at info@ivyisaac.com If your parcel is confirmed lost by the shipping carrier, we'll either resend your order or issue a full refund, whichever you prefer.

8. What if my item arrives damaged or broken? We're sorry to hear that! If your item arrives damaged, please email us at info@ivyisaac.com within 48 hours of receiving your package. Be sure to include your order number and photos of the item and packaging. We'll arrange a replacement or refund right away.

Refunds & Returns

9. How do I return an item? If you're not completely satisfied with your purchase, please email info@ivyisaac.com within 30 days of receiving your order to request a return. Items must be unused, in their original condition, and include all original tags and packaging. Refunds are issued once we receive and inspect the returned item.

10. How long does it take to process a refund? Refunds are processed within 7 business days after receiving and inspecting the returned item. You will receive a confirmation email once your refund has been issued.

11. Who pays for the return shipping costs? If you're returning an item, the return shipping is at your own expense. Please reach out to info@ivyisaac.com before returning any item.

Privacy

12. How do you protect my privacy? We take your privacy seriously. All transactions and personal data are protected by SSL encryption, and we never store your credit card information. Your data is never shared with third parties without your consent.

13. Will my data be shared with third parties? No. We do not sell, share, or trade your personal information with third parties. Your data is used solely for order processing and customer support. Learn more in our Privacy Policy.

Payments

14. What payment methods do you accept? We accept the following payment methods:

• Visa
• Mastercard
  
• Maestro
• Apple Pay
• Google Pay

15. What currency are payments processed in? All transactions are processed in USD (United States Dollar). If you're shopping from outside the US, your bank may apply conversion fees or use their own exchange rates.

16. Are my payments secure? Yes — your payment security is a top priority. All transactions are protected with SSL (Secure Socket Layer) encryption to ensure your information is safe.

17. How will I know if my payment was successful? After a successful payment, you will receive an order confirmation email. If you don't receive it, please check your spam folder or contact us at info@ivyisaac.com

18. What should I do if my payment is declined? Please double-check your card details, billing address, and available funds. If the issue continues, contact your bank or card provider. You're also welcome to reach out to us at info@ivyisaac.com for assistance.

Contact Information

Any questions or just like to talk to us? Please don't hesitate to contact us via:

Store name: Ivy & Isaac

Business name: OmniGlobe

E-mail address: info@ivyisaac.com

Phone number: +1 929 570 3340

Business address: Verdunplein 17 box C1198, 5627 SZ, Eindhoven, NL

Customer service available hours

Operating Hours (Monday to Friday):
09:00 AM to 18:00 PM (GMT-5) EST

Operating Hours (Saturday to Sunday):
Closed