Return Policy

Eligible Returns

Items must be purchased directly from ivyusa.com.
Products must be unopened, unused, and in their original packaging with all seals intact.
Returns must be initiated within 10 days of delivery.
Return shipping is $6.95, deducted from any refund. Shipping fees are non-refundable.

To Start a Return

Go to https://account.ivyusa.com
Sign in to your account
Select “Request return” for the order you’d like to return.
Choose the items, select a return reason, and add a note if needed.
Submit your request.
If approved, a prepaid return label will be emailed to you.
Ship your return within 5 days. Requests not shipped within 5 days will be cancelled and will no longer be eligible for refund if returned.
Once received and approved, refunds are issued to your original payment method within 10 business days of return delivery.

Important Notes:

A prepaid return label will be provided once your return is approved.
Do not send returns to our corporate offices. Returns sent to the wrong address or without tracking may not be eligible for a refund.
All returns are inspected. Items that do not meet return requirements will not be refunded or sent back.
If the carrier does not show your return as delivered, a refund cannot be issued.
Cancelled returns cannot be re-opened or re-approved.

Non-Refundable Items

Clearance or final sale items
Free gifts or promotional items
International or bulk/wholesale orders
Opened, used, or swatched products

Additional Refund Information

Refunds reflect the amount actually paid after promotions and discounts.
If returning items causes your order to fall below a promotional threshold (e.g., free shipping or a free gift), the value of that promotion may be deducted from your refund.
If a free gift was included and your return disqualifies the promotion, the gift must also be returned unused; otherwise, its retail value will be deducted.
Opened, used, or swatched products

Not Sure About a Shade or Formula?

We recommend visiting a retail partner to test in-store before purchasing. You can find store locations here, which include a variety of IVY Beauty brand offerings. Availability may vary; we suggest calling ahead to confirm the item you’re looking for.

Cancellations & Order Changes

To cancel an order, please email hello@ivyusa.com as soon as possible.

We’re unable to modify orders once placed. If you need to make a change, the original order must be canceled (if possible) and a new order submitted.

Orders often begin processing shortly after submission and may be automatically picked, packed, and labeled. While we’ll do our best to accommodate cancellations, we cannot guarantee that a request will be processed in time.

If your order has already shipped, you may request a return for eligible items under this policy.

Exchanges

We do not offer direct exchanges. To receive a different item, please return your original purchase per this policy and place a new order.

Return to Sender

Orders returned to us us by the carrier are not automatically refunded.

If you believe your order was Returned to Sender, please contact us within 10 days of the original delivery attempt. Once we have your order details, we can confirm whether the package was returned and process a refund minus the standard $6.95 return fee.

Refunds are issued to your original payment method once the return has been received and confirmed.

Missing or Damaged Items

If your order arrives with missing or damaged items, email hello@ivyusa.com within 48 hours of delivery. Include your order number and any photos to expedite review.

Claims reported more than 7 days after delivery may not be eligible for refund or replacement.

If Your Tracking Shows \"Delivered\" but You Haven’t Received It

Wait 48 hours — USPS may mark packages delivered early.
Double-check your shipping address.
Look around your delivery area (porch, side door, mailroom, etc.).
Ask neighbors or building staff.
Contact the shipping carrier to file a claim.

For USPS packages, you can start a Missing Mail search here.

IVY Beauty is not responsible for lost, stolen, or misdelivered packages once marked as delivered, but we can provide documentation or tracking details to support your claim.

Freight Forwarders & Third-Party Shipping

If you use a freight or parcel forwarding service, our responsibility ends once your order is delivered to that address. IVY Beauty is not liable for loss, damage, or theft beyond that point. Refunds, replacements, or compensation will not be issued for such shipments.

All further shipping, customs, and documentation must be managed by your forwarding company.

By choosing a forwarding service, you accept full responsibility for your order’s condition and security once delivered to them.

Legal Disclaimer

IVY Beauty reserves the right to refuse any return that does not meet the conditions of this policy. Items ineligible for refund will not be returned.

All returns and refunds are subject to approval. We may revise this policy at any time without notice.

IVY Beauty is not liable for delivery issues resulting from incorrect addresses, carrier delays, or damage during transit.

Order Misuse & Policy Abuse

Customers are expected to place orders in good faith. Orders attempting to manipulate promotions, rewards, or processes may be reviewed, canceled, or consolidated at our discretion. When orders are combined, shipping fees from each order will not be refunded.

Filing a payment dispute or chargeback for a correctly fulfilled order violates our terms. IVY Beauty reserves the right to refuse service to customers who engage in chargeback abuse or bad-faith transactions.

We monitor for suspicious activity. Orders using false information, manipulating pricing or promotions, or showing excessive returns/disputes may be canceled. Repeat offenders may be restricted from future purchases.

See our Terms & Conditions for more on account use and conduct.

Arbitration Clause

By purchasing from ivyusa.com, you agree that any dispute or claim relating to your use of the website or any product purchase will be resolved by binding arbitration, rather than in court, except where prohibited by law. You also agree that such claims will be handled individually, not as a class action. The Federal Arbitration Act and federal arbitration law apply.

Limitation of Liability

Please review all product labels before use and perform a patch test to check for allergic reactions or sensitivities.

IVY Beauty is not liable for adverse reactions or injuries resulting from product use. Consumers are responsible for proper use and patch testing.

Effective: November 2025

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Processing & Delivery Times

Orders are processed Monday through Friday, excluding federal and company holidays.

Processing may take 1–3 business days depending on order volume and inventory. Orders placed before 11:00 AM ET typically begin processing the same day.

Once shipped, most orders are delivered within 5–7 business days after shipping.

Shipping Costs

Standard U.S. Domestic Shipping:

Orders $29.99 and over: FREE
Orders under $29.99: $4.99

Free shipping minimums apply to the order total after all discounts, promotions, and reward points have been applied.

Note: IVY Beauty Members enjoy lower free shipping minimums. Learn more about member benefits here.

International Shipping

We currently ship only within the contiguous United States. International shipping, as well as shipping to Alaska, Hawaii, Puerto Rico, U.S. Virgin Islands, and other U.S. territories, is not available at this time.

Shipping Methods

Most orders are shipped via USPS Ground Advantage, but other carriers such as UPS, FedEx, and DHL may be used at our discretion to optimize experience and meet service obligations. While we strive to accommodate customer requests for specific carriers, this may not always be possible. Carrier selection cannot be guaranteed for orders with free shipping.

PO Boxes

We ship to PO Boxes via USPS Ground Advantage. Please note that expedited shipping options are not available for PO Box addresses.

Military Addresses (APO/FPO/DPO)

At this time, we are unable to ship to APO, FPO, or DPO addresses.

Order Tracking

Once your order has shipped, you will receive a shipping confirmation email with tracking information. You can use this tracking number to follow your package through the carrier’s website. Please allow 48 hours for the online tracking to update.

Shipping Address Accuracy

Please make sure your shipping address is entered correctly at checkout. Orders cannot be edited once submitted, and shipping fees are non-refundable for orders returned due to address errors.

Cancellations & Order Changes

For order cancellations and change requests, please refer to our Return Policy. Once an order is placed, edits may not be possible.

Return-to-Sender & Undeliverable Packages

Orders returned due to incomplete or incorrect addresses, refusal at delivery, or failure to retrieve will be subject to a reshipment fee or refund minus shipping and restocking fees. See full details in our Return Policy.

Lost or Stolen Packages

If your package is marked “delivered” but not received, please check with neighbors or building staff and contact the carrier. Additional claim instructions can be found in our Return Policy.

Freight Forwarders & Third-Party Shipping

If you ship to a freight or parcel forwarding service, our responsibility ends once your package is delivered to that address. IVY Beauty is not liable for any loss, damage, or issues that occur after this point. For full details, please review our Return Policy.

Effective: March 2026

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