Frequently Asked Questions

Orders

What size should I buy?

If you’re not quite sure which size is right for you, refer to our size guides displayed on the product page. They’re located beside the available sizes for each of our products.

If you are still unsure we would love to help! Visit our Customer Service page and send us messge.
I need it for a specific date, what are my options?

We completely get it! We have all had that panic moment where we needed something for a specific day or occassion!

Send us a message at info@ivorysheep.com or a DM on Instagram at @ivorysheep.com and we will do whatever it takes to get the perfect piece in your hands for your specific day!
When will my order ship?

We know how important your pieces are to you and we want you to get them as quick as possible.

All orders (not including pre-orders) will be fulfilled within 48hours or less. (excluding holidays and weekends)
Will I get charged duties?

Ivory Sheep is based out of Ontario Canada. So if you are located in Canada, then no, you don't have to worry about duties. Unfortuneately If you are located anywhere else in the world including the USA, there is a possibility you will get charged duties. It all depends on your countries local laws and customs authorities.

SALE Events & FINAL SALE Items

Am I able to return items purchased on sale?

You have 7-days from the date of delivery to return your sale event items.

Any items purchased during a sale event are only available to be returned for store credit.
I purchased something earlier and now it's on sale, can I get an adjustment?

That is always the worst! Buying something full price only to see it's on sale the next day!

We don't think that's fair, so that's why we offer a 7-day grace period to adjust your price. Let us know your order details at info@ivorysheep.com

and we will adjust it right away!

Shipping & Handling

What is the shipping policy?

Shipping Times:

Shipping times can vary, we process all orders within (1-2) business days *excluding holidays and weekends. The times vary based on the shipping speed chosen at checkout. Usually (2 - 8) business days in Canada/USA and (7 - 20) business days internationally, depending on region and courier. 

International Tracked Packet (Poly Mailer):

Due to high costs of shipping internationally (Outside of Canada/US) For both us and our customers, We are unable to give the full packaging (apparel box, ribbon etc.) with our products. Choosing this shipping option at checkout will just have your items shipped to you in a poly mailer bag. If you wish to have the packaging, please check out using any other shipping option. Thank you.

International Duties & Taxes:

Please note, customs, duty fees, and import COD fees, are not included in your purchase. All duties fees are determined and regulated by local customs authorities. If you are an international customer (customers outside of Canada) it is possible you will be charged duties on your purchase upon delivery. International shipments are shipped out with UPS and Canadapost.

The customer is responsible for duties, taxes and any other costs that may be associated with the package. We do not refund any costs for customers that reject their packages upon arrival for failure to pay duty fees.

* Please keep this in mind when making an order outside of Canada! Currently Ivory Sheep Clothing is unable to show a duty estimate at checkout. We apologize for this inconvenience.  

 

Lost/Undelivered Packages:

Once an order is shipped from Ivory Sheep Clothing Ltd., we are no longer responsible for the product and It then becomes the responsibility of the courier service. Ivory Sheep Clothing Ltd. is not liable If an item is lost or stolen, please contact the courier service with your tracking number to find out more information.
Do you ship overseas?

Yes we do!

Currently for our Canada & US customers, free shipping is available on orders over $150+. Anywhere else is free shipping on orders $500+

Otherwise shipping costs will apply, and will be added at checkout.

As we grow we are always expanding to regions that we can ship to.
How long until I receive my package once it has shipped?

Once your item has shipped, it all depends on the shipping choice you made at checkout.

Free shipping is generally 3-6 business days for Canada & USA. For International orders it varies from 7-20 business days.

Returns & Exchanges

Can I cancel my order?

We completely get it, we change our minds too! If you haven't received a tracking number yet. Send us an email at info@ivorysheep.com and let us know you would like to cancel.
How long do I have to get a full refund?

You have 7-days from the date of delivery to request a full refund to your original payment method.

If the item was on Sale or discounted because of a SALE event, you have 7 days from the date of delivery to return the items but will only be given store credit.
If I want to exchange my items, is shipping free?

If you are a Canadian customer and would like to exchange an item, the shipping cost for your first exchange is free of charge!

If you need to exchange a second time you will need to go to the courier of your choice and ship it back to us at your own cost. Please contact us at info@ivorysheep.com for information on where to send the package.

*Due to a system change out of our control, we are unable to provide this to our U.S. or international customers at this time. We are working hard to find a solution to this problem.
I would like to return my order is there a pre-paid option for shipping?

Absolutely! We offer return labels for our Canadian customers for a flat rate of $25 that will be taken off the return amount given.

Also if you would like to send it back on your own, thats no problem, Please provide us with the tracking number once it is on it's way to us.

*Due to a system change out of our control, we are unable to provide this to our U.S. or international customers at this time. We are working hard to find a solution to this problem.

To initiate a return please email us info@ivorysheep.com
I received the wrong item, what do I do?

This is our worst fear and we hope this never happens, but we are human and unfortunately make mistakes every now and then.

If this happens to you please reach out to us at info@ivorysheep.com and let us know and we will do whatever it takes to make it right!