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FAQ

When will I be billed?

You are able to purchase subscriptions on a monthly or yearly rebillable payment cycle, and you will be billed for your first box at the time of your initial purchase. Subscriptions will automatically renew by month or by year until you cancel your monthly subscription or opt out of yearly renewal. Monthly renewals bill on the 1st of each month.

After your first box has shipped, you’ll start with our regular and billing and shipping cycle. For the Ivy Box Monthly Rebillable Subscription, we bill regularly on the first and ship between the 25th and 30th of each month. You will always receive a shipping confirmation with a tracking number so that you may follow your box's progress! Yearly Rebillable Subscriptions offer 12 months of boxes for the price of 11 boxes. You’ll be billed for the full year of your subscription at the time of your initial order, and will not see another charge until you’ve received 12 boxes. You will be notified via email when your auto-renewal is around the corner and given the opportunity to opt-out of recurring payment.

Where is my Ivy Box?

For the Ivy Monthly Rebillable Subscription, we bill regularly on the first and ship between the 25th and 30th of each month. You will always receive a shipping confirmation with a tracking number so that you may follow your box's progress.

Here are a few things to look out for when tracking your shipment:

  1. Please note that it may take up to 72 hours for your tracking information to load. You can find your tracking by logging into your account.
  2. Is your billing information up to date? We may not have been able to bill you this month. If this is the case, check your email for a message from us with next steps to get your information updated.
  3. Our shipments must travel by ground in accordance with USPS postal code. If you live outside of the continental US, it may take up to 3 weeks to receive your shipment.
  4. There are many times that USPS will update tracking information prematurely. If it has been 3 business days or more since your package was incorrectly marked delivered, please don't hesitate to reach out to us so we are able to investigate further.

What is your exchange or refund policy?

If we made an error packing your Ivy Box, the exchange will be promptly honored free of charge to you. There are no refunds for Ivy Boxes unwanted by you. All other full-priced items are eligible for exchange and/or refund within seven (7) days of purchase.

What is your cancellation policy?

Monthly Rebillable Subscriptions can be canceled at any time by emailing us at: hello@ivystorehouse.com. If you’ve already been billed for this month’s box, your cancellation will take effect in the next billing cycle. Yearly Rebillable Subscriptions can only be canceled within the first month, but we’re able to opt you out of auto-renewal at any time. You’re also able to opt yourself out of auto-renewal within the final month of your subscription.

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