Shipping policy

Shipping Policy

ivoryloom currently ships within Canada and the United States.

Order processing

Orders are generally prepared within 1–3 business days, excluding weekends and statutory holidays. Processing may take longer during product launches, promotions, holidays or periods of unusually high order volume.

Once your order has shipped, a confirmation email containing tracking information will be sent to the email address provided at checkout.

Shipping rates and delivery estimates

Available shipping services, rates and estimated delivery times are displayed at checkout based on the destination and order value.

Delivery estimates begin after an order has been processed and accepted by the carrier. They are estimates rather than guaranteed delivery dates. Carrier delays, weather, service interruptions and other circumstances outside ivoryloom’s control may affect delivery.

Fulfillment

Orders may be fulfilled from an ivoryloom warehouse or an authorized fulfillment partner. Items within the same order may occasionally arrive in separate shipments. When applicable, tracking information will be provided for each shipment.

Address accuracy and order changes

Customers are responsible for providing a complete and accurate delivery address. Please contact our Care Concierge as soon as possible if an address needs to be corrected.

We will make every reasonable effort to assist, but an address cannot always be changed after an order has entered processing or been transferred to a fulfillment partner. Additional shipping charges may apply if an order is returned because of an incomplete or incorrect address.

Tracking and carrier delays

Please allow time for the carrier’s tracking system to update after receiving your shipping confirmation.

If tracking has not updated for an extended period or your package appears delayed, contact our Care Concierge with your order number so that we can help review the shipment.

Damaged, missing or incorrect orders

If your order arrives damaged or contains an incorrect item, contact us as soon as possible. Include your order number, a description of the issue and clear photographs of the product and shipping packaging where applicable.

For packages shown as delivered but not received, first check the delivery location, household members, neighbours and any building reception or parcel area. If the package still cannot be located, contact our Care Concierge for assistance.

Taxes

Applicable sales taxes are calculated at checkout based on the order destination and ivoryloom’s tax-registration obligations.

Contact

For shipping or delivery assistance, contact the ivoryloom Care Concierge at care@ivoryloom.ca.