FAQ

Payment

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, American Express and Discover. Payment is processed when shipping is confirmed via tracking information. We also accept payment by PayPal or ShopPay installments. If you decide to use either of these two methods, you’ll be taken to either the PayPal or ShopPay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Do you offer a military discount?

Yes, we do! We offer 10% off to all military personnel, their families, teachers, first responders, and goverment employees through GovX verification at check-out.  Thank you for all you do!

Ordering and delivery

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://ivybean.shop/pages/contact and fill out a contact form (you can leave the comment section blank). 

Where is my order confirmation?

This is automatically sent to your email address when you place an order, to the email address you submitted in the order details. If you haven’t received your order confirmation within 24 hours, please get in touch at sales@ivybean.shop just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via sales@ivybean.shop, we may be able to cancel your order before it’s processed. If not, we’ll dispatch your order and then you can return it to us if you wish upon receiving it.

Can I alter my order?

Unfortunately, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

When will my order arrive?

U.S. orders will be shipped via USPS, UPS, or FedEx.  International Orders will be shipped depending on the fulfillment center the product is from.  

Average transit times to the United States from our domestic warehouse: 2-5 business days.  Average transit times to the United States from our int'l warehouse: 5-10 business days.  Average transit times to International: 15-45 Business days.  

There are circumstances that are out of control (natural disasters, holidays, weather, etc.) that may cause shipping delays.  While most packages arrive on time, there may be circumstances and delays that our carriers may experience.  For this reason, we do not guarantee the exact delivery time; the delivery issue is the responsibility of the shipping company.  

If your order has shipped, and your tracking information does not show movement, please contact the shipping provider with your tracking number.  


What countries do you ship to?

We currently provide free domestic U.S. shipping for orders over $49.  Shipping for international orders is calculated by weight.  Currently, we ship to Canada, England, France, Germany, and Australia. 

How much is shipping?

Domestic shipping is free for orders over $49. For orders under $49, postage rates are calculated by item weight and destination. For international orders, shipping is calculated by weight and destination.  

Can I track my order?

Yes. We provide tracking for every order.  Tracking will be available onve your product is shipped.  Each individual product may be shipped from different fulfillment centers.  While we host most of our inventory in-house, some inventory is stored separately as we spend the time to source quality, yet affordable, products.  

When you receive your tracking number, if you need help tracking your order, reach out to megan@ivybean.shop

What does "worth the wait" mean?

TRENDY items marked "worth the wait," are best-selling items from around the world shipped within 24-hours and expected to arrive within 5-10 business days.  We mark these items as "worth the wait" as majority of our inventory ships within 24-hours and is delivered within 2-5 business days.  We want to set the expectation when ordered, that it may take one or two additional days compared to the exceptionally fast shipping you are used to with Ivy Bean.  

Returns

Can I return or exchange an item?

If there is anything wrong with your order, please reach out to info@ivybean.shop and allow us to make it right- we're here to help!

You can absolutely return your item to us, within 7 days after receiving it, as long as it’s undamaged, unaltered, unused and contained in its original packaging with all tags and labels attached. We will issue a return shipping label to your e-mail address used at check-out.  

If returning the Bean Stalk, the cost of a return shipping label will be deducted from your refund, unless the reason for return is a fulfillment error.  Upon receiving and inspecting your return, a refund will be issued.  

How do I return an item?

Please contact our customer service team via help@ivybean.shop. Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you a return shipping label. You will need to print this off and attach it to the packaging of the product when returning it to us. The cost of the return shipping will be deducted from your refund.

What do I do if I lose my return label?

We send return labels by email, if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch at help@ivybean.shop and ask for it to be resent to you.

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via megan@ivybean.shop with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging , unaltered, and with all labels attached.

How long does it take to return an item?

This depends on the carrier or shipping method chosen when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

Misc

Do you sell gift cards?

Yes, we do. These are issued electronically by email and each contains a unique reference number. Our gift vouchers are ideal if you’re not sure what to get that special person in your life. Simply buy a gift voucher instead for the value of $15, $25, $50, or $50.  You can find gift cards here

The Bean Stalk Installation Instructions

As part of our sustainability efforts, installation instructions of the Bean Stalk are provided via YouTube video.  The link for the video is provided within each shipment in the form of a QR code presented on your Thank You card.  To scan the QR code, you will use your phone's camera.  Focus the camera on the QR code and a link will present itself.  Click this link, and you will be directed to our instructional YouTube video. 

If you're having trouble accessing instructions through the QR code, you may also access them here: 
https://youtu.be/_VKVxO6DvWA