Frequently Asked Questions
Shipping & Returns
How do I know if my order has been shipped?
When your order is ready to be shipped, you will receive a shipment confirmation email. We ship via USPS Priority mail with signature confirmation. The majority of our orders are shipped within 7-14 business days after the order has been placed. The e-mail will contain shipment details, your tracking number, and a link to the USPS site. To track the order, click on the tracking number provided in the email 24-48 hours after you receive the tracking number for an update. If the tracking has not updated after 48 hours, please email email@example.com.
Sometimes tracking does not update right away. This does not mean your order has not shipped. It simply means the post office has not scanned the package. Please allow up to 5-7 business days (USA) for your order to arrive after you received the tracking number. If this time has passed, and your order has not been delivered, please text us (469)226-2187.
If you have not received an email with your tracking number after 14 business days, please check your junk/spam inbox then contact us. Shipping emails are sent to the email address you entered at checkout when placing your order. Please be sure to enter the correct email address at checkout.
How is my order processed?
All orders are processed and shipped on business days only, Monday through Friday, excluding major holidays. Orders placed on Saturday, Sunday, after normal business hours or Holidays will be processed on the next business day. Longer delays may apply depending on volume and time of year.
What will happen if my package is undeliverable to my address?
First, please check the status of the tracking number provided to you. If it states your package is undeliverable, please text us (469)226-2187 and we will instruct you on how to proceed. If we get your package in the mail, we will contact you via email to request an updated shipping address so that we can resend it to you. A return shipping fee will be invoiced to you to cover return shipping costs due to the unclaimed, invalid/undeliverable address provided to us. This will need to be paid prior to us re-shipping your package. Your package must be received prior to us making any changes or resending the order. Please be sure to enter your shipping address correctly to avoid delays in receiving your order. We do not refund shipping fees.
How do I check on or contact someone about an order I have placed?
For questions regarding the status of your order, or any other questions, please email us at firstname.lastname@example.org.
What if my order is incorrect or is missing an item?
While we try our best to process your order as quickly as possible, sometimes human errors can occur in fulfilling an order. Other times, the merchandise may be damaged during the shipping process. In these situations, we want to do everything we can to fix the error as quickly as possible. If we made an error in the fulfillment of your order, please email us. Depending on the item you ordered and the time of year, we may be able to ship the correct item immediately. In other cases that may not be possible. The customer service representative responding to your claim will let you know what we can do and the time frame in which we can do it. In either case, we will need the incorrect item returned to us in new and unused condition. If the incorrect item has been worn, opened or removed from packaging, we will not be able to accept the return/exchange. To return incorrect items, please mail it back to the return address listed on your packing slip or box.
All items are thoroughly checked and weighed prior to shipping. If an item is damaged, missing pieces or wrong item sent, please contact us within 24 hours from the date you received the package. Please be sure you checked the entire contents of your package. If you do not contact us within 24 hours, Salon IVY will not be responsible for the items.
*We reserve the right not to accept certain damaged or incorrect items.
Why wasn’t my order processed?
We reserve the right to refuse to process an order due to suspected fraud or unauthorized or illegal activity. If such is the case, we may reject your order. Our customer service department may email you at the email address you provided to confirm your order. We also reserve the right to cancel any accounts or refuse to ship to certain addresses due to suspected fraud or unauthorized or illegal activity. To avoid delays, please be sure your name, billing and shipping address matches the card you are using. We reserve the right to cancel any order using any promotion or promotional code, at our sole discretion. If any order cancellation occurs you will be credited in full for the cancelled order(s) and your order will not be shipped. We take these measures to protect our customers as well as ourselves from fraud or other unauthorized or illegal activity.
After my order is submitted, can I make changes to it or cancel it?
We will attempt to make the change to your order within the same day your order is made. Depending on our volume and time of year, we may not be able to make any changes. If you made an error or you want to cancel your order after it has been processed and shipped, we’re sorry, but we will not be able to cancel the order or issue a refund. We can only ship to the address entered in checkout. If your address is incorrect, please email email@example.com.
What is your return policy?
ALL SALES ARE FINAL. All orders are customized based on your selection and will take 7-14 business days to create. Due to the nature of this product, we do not give refunds, exchanges or credits for any reason. Any unauthorized returns will be refused and returned to you. Please read all disclosures and FAQ prior to making a purchase. Once we receive your order we begin processing the order immediately. Please be sure you have chosen the correct style, color and length before checking out. We do not offer any warranties, guarantees or repairs. We are not responsible for a unit that does not fit. Custom unit colors are made to order. Once the order is submitted, the order cannot be changed. The custom color you choose will be as close as possible to the photo you attach. We will do our very best to match the color, however there is no guarantee the color will be exactly as your reference photo or description. By completing your purchase, you agree to these terms. Please email firstname.lastname@example.org for any other questions or concerns.
How do I get more information about Salon IVY and the stylist?
You can learn more about each stylist by clicking here.
Is the ivyhaircompany.com website safe?
We understand how important security is to you. When you place an order at www.ivyhaircompany.com, we encode your information using Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely.
Does anyone else see the information that I provide?
We respect your privacy. The information you provide will not be given to any third party.
What payment options do you accept?
We accept Visa, MasterCard, American Express, Discover, JCB, or UnionPay logo. The following card types are accepted:Credit CorporateDebit (processed like credit) PrepaidRewards.
We accept cash in our Dallas location.