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Frequently Asked Questions

Answers to our most frequently asked questions are here. If you still need help, please reach out to us at hello@ivyusa.com

My Order

1. Where can I see my order details?

Thank you for placing an order with us! Shortly after your order is confirmed, you should receive an email with all your order details. Once your order is shipped, you will receive an email with the tracking information. However, all your order history will be saved in your MYIVY account! You can access this information by:

  • Logging into your MYIVY Account
  • Selecting the profile icon
  • Following MY ORDERS

Don't hesitate to get in touch with our customer support team for more assistance.

2. I checked out as a guest. How can I see my order details?

Once you have placed your order, you should receive a confirmation email with all the details. When your order has shipped, you will receive a second email with the tracking information. Please check your inbox using keywords like “order confirmation” or “shipping details.”

3. Can I change or modify my order?

Orders are processed as soon as they are placed. If you would like to cancel an item, please contact hello@ivyusa.com with your Order Number and the item you would like to cancel.

4. How can I change my shipping address?

To cancel your order, please email us at hello@ivyusa.com ASAP upon placing your order. To ensure fast processing and shipping, all orders get processed as soon as they are received. For this reason, we kindly ask you to double your order details before checking out.

5. How can I cancel my order?

Once an order has been placed, it cannot be modified or canceled. Please review your order carefully before completing your purchase to ensure all shipping information, items, and quantities are correct.

6. My order did not process but I was still charged for my order.

No worries, any pending charges should clear in your account within 3-5 business days depending on your banking institution.

7. Where is my order?

We strive to ship all orders as fast as possible. All our orders are processed and shipped from our distribution center in New Jersey or Georgia. When your order is ready to be shipped, you will receive a shipping confirmation e-mail. The e-mail will contain shipment details along with the tracking number. Most orders ship within 1 business day after the order has been confirmed. For more details about IVY Beauty's shipping policy please review our shipping information page here.

8. I received the wrong item.

We are sorry to hear that the incorrect item was delivered. Please contact our Customer support team within 3-5 days of the item being delivered. So, we may assist you quickly you please provide us with:

  • An order number
  • The order packing slip
  • An image of the item received. One image showing the item number. The item number can be found on the top right corner of the product packaging or near the barcode. It consists of 3-4 letters followed by numbers.
9. There are item(s) missing from my order.

Oops we are sorry about that! Please contact our Customer support team within 3-5 days of the item being delivered. Please contact our Customer support team within 3-5 days of the item being delivered. So, we may assist you quickly you please provide us with:

  • An order number
  • The order packing slip
  • An image of the products that were received.
10. I received damaged item(s).

Oh no.. Please let us provide you with a solution as soon as possible. Please contact our Customer support team with your order number and an image of the damaged product.

Shipping

1. My package says it was delivered but I don’t see it!

Oh no! Sometimes the carrier marks the package as delivered before it actually arrives. Please allow 2-3 days for the package to show up. If you still haven’t received it after that time, feel free to contact our Customer Support team for further assistance.

2. How can I receive free shipping?

Great news, as an IVY Beauty Member you may receive free standard shipping on all orders! If you are not already signed up it's easy just follow this link. However, we do offer free shipping on any order $19+. For more information on our shipping policies click here.

3. Where does IVY Beauty ship?

We currently ship to the contiguous United States, Puerto Rico, Canada, and Mexico! However, we are currently expanding our shipping to more countries worldwide. Sign up to be a member to see if your country is next!

4. Where is my tracking information?

We strive to ship all orders as fast as possible. When your order is ready to be shipped, you will receive a shipping confirmation e-mail. The e-mail will contain shipment details along with the tracking number. Most orders ship within 1 business day after the order has been confirmed.

5. How long will it take for my order to arrive?

We provide Standard, Express, or Next Day Air delivery options. Depending on the option selected at checkout, Standard Shipping my take 3-5 business days and Express or Next Day Air can be 1-3 business days.

**Processing time may take an additional 1-2 business days during holidays or promotional periods.

6. What are the different shipping prices?

Free standard shipping is available to all members at check out. If you are checking out as a guest standard shipping is $4.99 on orders under $19 and free for orders $19+. Express Shipping is $20 and Next Day air is $35.

7. What shipping carriers do you partner with?

All Free Standard shipping orders can be expected to be delivered by the United States Postal Office (USPS) or the United Parcel Service (UPS). Any Express or Next Day deliveries are made with UPS!

8. How much is it to ship to Mexico?

¡Hola! There is a flat rate of $45 for all orders being shipped to Mexico.

9. How much is it to ship to Canada?

Hiya, the flat rate for all orders being shipped to Canada is $25!

10. What shipping carriers do you use when shipping internationally?

For international orders we partner FedEx!

Returns & Refunds

1. What is the return policy for items bought from ivyusa.com?

Only merchandise purchased from the ivyusa.com platform may be eligible for a return within 10 days of receiving your order.

2. Which items are returnable?

For a full refund, please return items in new condition.

3. Which items are not returnable?

Clearance and gift items are not eligible for returns.

4. How do I return my item(s)?

If your item is eligible for a return, please contact our Customer Support team to provide you with a return address and label.

5. Are exchanges offered for purchases?

We do not offer an exchange program for products, only returns on eligible products.

6. How will I receive my refund?

Refunds may be submitted to the original payment method used at checkout or in the form of store credit.

7. How long does it take to process a refund?

Depending on your banking institution, please expect your refund to be available in 3-5 business days from the day the refund was submitted.

8. Are shipping costs refunded when I return an item?

Original shipping costs incurred are non-refundable.

9. What if I return an item that has been used?

If item(s) are returned in used condition, customers may either receive a partial refund or store credit depending on the product's state.

10. Can I return items purchased from other retailers?

Purchases made at an outside retailer are ineligible for returns.

Payment & Promos

1. What payment methods are acceptable?

The following payments are accepted at checkout: Credit/Debit Cards, Apple Pay, Google Pay, PayPal, and/or IVY Beauty points.

2. How can I redeem my New Member Coupon?

As an IVY Beauty member, we hope to make your shopping experience the best possible! Coupons can be redeemed at checkout. Follow these steps to redeem the coupon at checkout:

  • Input your shipping address
  • Select Your Shipping Preference
  • View the section with your order details including your "order total" and "discounts/rewards"
  • In the section that says "Coupon," click the black select button
  • A pop-up window should open with a dropdown menu of your available coupons, select the coupon

If you need more assistance, we welcome you to contact our Customer Support team.

3. My new member coupon did not apply but my order was processed.

Let us get you those savings! Be sure to contact our Customer Support team as soon as possible so that we may cancel your order and re-place a new one with the coupon!

4. I placed a new order, but the gift is not on my order confirmation.

There are times when we offer members a gift with purchase!

5. How do I earn reward points?

IVY Beauty Members automatically earn points on every purchase made. Depending on your member tier, you can earn up to 5x points back on every order. For more details about reward points, check out our Member Perks!

6. Why is my promo code not working?

Our promotions and discount codes have certain exclusions that apply. Please contact our Customer Support team if you need more assistance.

7. Where can I see how many points I have?

Check all your points by logging in, selecting MY IVY, and viewing your reward points.

8. Can I use multiple promo codes at the same time?

Depending on the promotion, some promo codes may be combined! At checkout, once both promo codes are added, there will be a pop-up if the two promo codes are not eligible to be combined.

9. How do I redeem my promo code?

If you have a valid code, you can apply it at checkout.

  • In the "PAYMENT" section, find "Gift card or discount code."
  • Enter the promo code and select "APPLY."
  • If the promo code you enter is valid, we will immediately apply the discount to your order total and show you the updated amount.
10. What promotions do you offer for Beauty professionals?

IVY Beauty offers a special discount to students and professionals in the beauty industry! We would love to extend these offers to you.

    Follow these steps to attain these discounts:

  • Sign up to be an IVY Beauty member: Become a Member
  • Now that you are an IVY Beauty member, select the profile icon. Select the "BEAUTY PRO" tab
  • Fill out the Beauty Pro Form

My Account

1. What are the benefits of becoming an IVY Beauty Member?

Do not miss the perks! Every month we offer new members a coupon for a discount on their first order and/ or a gift with their first purchase. All members get free shipping on all orders year-round! For more details check out our Member Perks!

2. I forgot my password, how do I reset it?

Here are some tips when resetting your password:

  • Go to Password Reset
  • Type in your email and select reset password
  • You will receive a password reset email
  • Click the link and reset!
3. What is my membership tier?

If you have just signed up, the first membership tier is IVY! The more you buy the higher tier and the more perks you unlock.

4. Where can I see my rewards/points?

When you log in to your MYIVY you can head to the profile icon and select the Points dropdown, and you can access all your reward points!

5. How can I know about sales/promotions?

You can subscribe to our emails by scrolling down to footer of our website and adding your email address OR once logged into MYIVY go to MYPROFILE and select YES to SUBSCRIBE.

6. How can I earn points?

You automatically earn points back on every order placed! You are 2 points per $1 as an IVY member, 3 per $1 as a Red member, 4 per $1 as a Gold member, and 5 per $1 as a Ruby member!

7. Are there any perks for Beauty Professionals or Students?

IVY Beauty offers a special discount to students and professionals in the beauty industry! We would love to extend these offers to you. Follow these steps to attain these discounts:

  • Sign up to be an IVY Beauty member: Become a Member
  • Now that you are an IVY Beauty member, select the profile icon. Select the "BEAUTY PRO" tab
  • Fill out the Beauty Pro Form
8. What is IVY Beautizen?

From beauty lover to brand ambassador! Try out our bestselling products, review and share your opinion with your audience, get featured on our website, earn rewards, and network with other ambassadors! If you are interested in becoming a brand ambassador, please fill out the following form: Ivy Beautizen Application!

9. When will I receive reward points for my Beautizen Reviews?

Typically, points are distributed to Beautizen level members the following Friday of the review submission. For more details please contact beautizen@ivyusa.com.

10. What is Roundtable?

An interactive outlet we have is Roundtable, a new concept consumer research platform. Through surveys, product testing, and focus groups, anyone can jump into developing new products of interest and get rewards. If you are interested in product testing, surveys, or focus group discussions please fill out the following form to become a "Co-Creator," IVY Roundtable Application!

Products & Stock

1. When will the product I am looking for be restocked?

Hi there! Please reach out to our team at hello@ivyusa.com with the name of the product you are interested in so we can provide you with an update!

2. Do you offer a wholesale discount for bulk purchases?

If you are a professional in the beauty industry or a retail business owner interested in shopping wholesale with us, please fill out the wholesale application form: Apply Now.

3. Press & Go Press-on Cluster Lashes

1 Step Press-On Method: Effortlessly achieve stunning cluster lashes by placing beneath your natural lash and using the applicator to gently press them together for easy, seamless application. The Kit includes: 18 Press-On Clusters (Short, Medium, and long lengths) & 1 Mini Applicator

HOW TO USE:

  • 1. Pluck a cluster from the tray using the applicator (included).
  • 2. Place the cluster underneath your natural lashes.
  • 3. Squeeze clusters and natural lashes together with the applicator.

* Avoid touching the band area when applying.

4. Tintation Color Spray

Specially formulated with Olive Oil, Tintation Temporary Hair Color Spray can be used to cover gray roots or get bold, fashionable looks. No ammonia, no bleach required, No peroxide!

HOW TO USE:

  • 1. Dry hair will have the best results
  • 2. Carefully shake well before each use
  • 3. Make sure to hold the can 4-6 inches away from your dry hair
  • 4. Spray evenly as the color will become more vivid as it dries
  • 5. Wait 1 minute for dry time
  • 6. For removal, wash your hair with shampoo and rinse thoroughly.
5. Growth MD 3 Step Innovation

For optimal results, follow the three-step routine of Growth MD Scalp Serum, Growth MD Scalp Ampoule, and Growth MD Hair Scalp & Oil consistently every morning or afternoon.

HOW TO USE:

  • 1. SCALP SERUM ☀: Apply to scalp directly or areas of concern to nourish the scalp, support hair regrowth, and to stimulate the scalp & follicle.
  • 2. SCALP AMPOULE ☀: Apply to scalp directly or areas of concern after the serum. A max concentrated solution with countless ingredients that are known to support hair strengthening and retention; 10X Biotin, 3X Caffeine, 10K ppm Niacinamide, Rosemary Leaf Oil & Extract, Arginine, Menthol, Panthenol.
  • 3. HAIR & SCALP OIL🌙: Apply to scalp directly and gently massage with fingers to absorb the products. Use daily. Made with ingredients that are widely known to assist hair growth; Olive Fruit Oil, Castor Seed Oil, Coconut Oil, Pumpkin Seed Oil, Peppermint Oil, Jojoba Oil, Rosehip Oil, Rice Bran Oil.
6. Styler Fixer Braiding Gel

For Protective & Natural Styles the Styler Fixer Braiding Gel is designed to provide an extra firm hold for thick & coarse hair with high shine to make your braids look neat and treated. Enriched with Certified Organic Jamaican Black Castor Oil and Honey Extract, you may maintain your braids more hydrated and nourished without flaking or crisp parts.

  • Quick Molding
  • Long-Lasting
  • Enriched with Certified Organic Jamaican Black Castor Oil & Honey Extract

The Styler Fixer braiding system is specially designed to provide the best results when used together as a complete set. The FOAM MOUSSE & BRAID SHEEN REFRESHER is formulated to hydrate and soothe the hair and scalp. Using these products before and after braiding your hair with the Braiding Gel will prevent any flaky residue.

7. Mad Shade Sunglasses

Protect your eyes in style. CHIC. TRENDY. CLASSIC. BOLD. VIBRANT. All styles provide UV 400 protection, the highest level for eyewear, except clear lens.

8. Red by Kiss Anklets, Bracelets, Earrings, and Necklaces

Red by Kiss Premium Jewelry Collection is a premium line of affordable on-trend fashion jewelry featuring necklaces, bracelets, anklets, and earrings you can mix and match to elevate your look of the day! With designs ranging from classic to glamorous, the full collection is hypoallergenic and free of nickel and lead.

9. RUBY KISSES Complete Hydration Skincare

Experience complete hydration with our full-sized Ruby Kisses Hydration Skincare Collection which includes our Daily Foaming Cleanser, Balancing Mist Toner, Hydrating Moisturizer, Daily Body Lotion and Body Scrub. From face to body, this vegan, cruelty-free K-Beauty set has your skincare routine covered and makes a great gift for everyone!

HOW TO USE:

Daily Foaming Cleanser

  1. Wet face with lukewarm water.
  2. Massage onto your skin in gentle, circular motions.
  3. Rinse well and pat dry.

Balancing Mist Toner

  1. After cleansing, mist onto face and neck avoiding the eye area.
  2. Use it anytime throughout the day as a softening refresher.

Hydrating Moisturizer

  1. After cleansing and toning the skin, apply a small amount to the face and neck.
  2. Gently massage in circular motions to fully absorb.
  3. Use morning and night for the best result.

Daily Body Lotion

  1. Apply liberally as often as needed to dry or damp skin.

Body Scrub

  1. Apply 1-2 pumps onto wet skin and gently massage in circular motions.
10. RUBY KISSES Broadway Vita-Lip Clear Lip Gloss

Achieve moisturizing and healthy lips with this lightweight, long-lasting vitamin infused lip gloss. Use it alone or layer over your favorite lipstick. Available in: Mint, Rosehip, Coconut, Mango Butter, Argan, Vitamin E, Honey, and Shea Butter Oil!

Popular Questions

Where is my order?

We strive to ship all orders as fast as possible. All our orders are processed and shipped from our distribution center in New Jersey. When your order is ready to be shipped, you will receive a shipping confirmation e-mail. The e-mail will contain shipment details along with the tracking number. Most orders ship within 1 business day after the order has been confirmed. For more details about IVY Beauty's shipping policy please review our shipping information page here.

How can I change my shipping address?

To cancel your order, please email us at hello@ivyusa.com ASAP upon placing your order. To ensure fast processing and shipping, all orders get processed as soon as they are received. For this reason, we kindly ask you to double your order details before checking out.

There are item(s) missing from my order.

Oops we are sorry about that! Please contact our customer support team within 3-5 days of the item being delivered. So, we may assist you quickly you please provide us with:

  • An order number
  • An image of the order packing slip
  • An image of the products that were received!