Shipping Policy

Important Information

• Order cut-off time: 3:00 PM (PDT)

• Processing time: 1–3 business days (Monday to Friday, excluding public holidays)

• Estimated delivery time: 5–10 business days (Monday to Friday)

• Free standard shipping on all orders within Canada

Once your order has been shipped, you will receive a shipping confirmation email with your tracking number. You can track your package at any time through the tracking link provided in your shipping confirmation email.

Order Processing

Once your order has been placed, our team begins preparing it for shipment. Orders are typically processed within 1–3 business days. During periods of high demand, processing times may be slightly longer.

Orders are processed Monday through Friday, excluding public holidays.

Shipping Times

We offer free standard shipping on all orders within Canada.

Estimated delivery time is typically 5–10 business days after your order has been processed. Delivery times may vary depending on your location, weather conditions, customs processing, and carrier delays.

Please note that these delivery estimates are provided as a guide and are not guaranteed.

Order Tracking

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking information.

You can track your order at any time using the tracking link provided in your shipping confirmation email.

Please allow up to 48 hours for tracking information to become available after your order has been dispatched.

Shipping Delays

While we make every effort to ensure your order arrives on time, unexpected delays may occur due to factors beyond our control, including:

• Severe weather conditions

• Customs inspections

• Carrier operational delays

• Peak holiday shipping periods

• Incorrect or incomplete shipping information

We appreciate your patience should any of these situations arise.

Incorrect Shipping Information

Customers are responsible for providing accurate shipping information when placing an order.

If an incorrect address is provided and the order has not yet been shipped, please contact us immediately and we will do our best to update your information.

If an order has already been dispatched, we cannot guarantee that address changes will be possible.

Ivy Charlotte is not responsible for delays or failed deliveries resulting from incorrect or incomplete shipping information provided by the customer.

Lost or Stolen Packages

Once a package has been marked as delivered by the shipping carrier, responsibility for the package transfers to the customer.

If you believe your package has been lost or stolen, we recommend:

• Checking around your property and with household members

• Contacting nearby neighbours

• Contacting the shipping carrier directly

• Reaching out to our customer support team so we can assist where possible

While we will gladly help investigate delivery issues, we cannot guarantee replacement or reimbursement for packages confirmed as delivered by the carrier.

Customs & Duties

Depending on your country or region, customs duties, taxes, or import fees may apply.

Any applicable customs charges are the responsibility of the customer. Ivy Charlotte has no control over these fees and cannot estimate their amount.

Damaged or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

Please include:

• Your order number

• A description of the issue

• Clear photographs of the item and packaging

Our team will review your request and work with you to resolve the issue as quickly as possible.

Customer Service

Opening Hours

Monday – Friday: 9:00 AM – 5:00 PM (PDT)
Saturday – Sunday: 9:00 AM – 5:00 PM (PDT)

Email: support@ivy-charlotte.com

Phone: +1 (604) 555-2486

Company Details

Shop Name: Ivy Charlotte

Business Address:
1285 West Georgia Street, Suite 410
Vancouver, British Columbia V6E 4R3
Canada