How long does shipping take?
Within Singapore, it usually takes 1 to 2 business days for our packages to be delivered, once it is dispatched from our warehouse.
International orders usually take 2 to 3 business days to arrive at their destination.
‘Business days’ are defined as Monday-Friday, excluding public holidays.
When will my order be dispatched?
For all items that are in stock, once you have placed your order, it usually takes 1-2 business days before it leaves our warehouse, after successful verification of payment.
What are the shipping charges?
We charge a flat rate of 10SGD for Shipping to addresses in Singapore. All international orders will have a flat shipping charge of 25SGD
Will I have to pay for customs charges?
The Purchaser is responsible for any customs fees, import duties or other comparable costs. The Purchaser acknowledges that the customs policies vary widely from country to country. The Purchaser should contact the local customs office for further information. When customs clearance procedures are required, the Purchaser is responsible for charges related to that and the Purchaser acknowledges and agrees that it can cause delays beyond IVY’s original delivery estimates.
Do I have to pay sales tax?
Depending on the destination of the order, sales tax may be calculated and charged. Any sales tax charged will be indicated once your billing and/or shipping address have been entered during checkout. If not mentioned, you will have to arrange at the time of delivery to the courier, if there is any charge been imposed at destination country.
How to confirm whether my order went through?
Once the order is successful, you will get an order confirmation email from email@example.com . Sometimes this can go into the spam folders. We recommend checking there first, but if no luck, please email us at firstname.lastname@example.org and we will figure out what went wrong and advice.
How do I cancel my order?
You can cancel your order within 6 hours from the time of purchase, by contacting us at email@example.com. An order cannot be modified or cancelled after it has been processed and prepared for shipment.
How safe is your payment platform? Do you store credit card details?
All transactions are encrypted with 128-bit SSL. We use Stripe, an industry-standard credit card processing service, to process online payments. IVY never stores your credit card details in our website.
Stripe has been audited by a PCI-certified auditor, which has in turn been certified as a PCI Level 1 Service Provider, the most stringent level of certification available. You can confirm Stripe’s certification in Visa’s registry of service providers. Stripe is also a participant in the PCI Security Standards Council.
I don’t have a credit card. Do you accept other forms of payment?
We accept debit and credit Visa, MasterCard, American Express, JCB, Diner’s Club, and Discover through Stripe credit card processing service.
Which are the countries you do not ship to?
We do not ship to following countries: Belarus, The Democratic Republic Of The Congo, Côte d’Ivoire, Lebanon, Liberia, Myanmar, Russia, Syria, Zimbabwe, Cuba, Iran, Islamic Republic of Iraq, Democratic People’s Republic Of Korea, Sierra Leone, Sudan, Palestinian Territory and Kazakhstan
How do I get in touch with customer service?
You will find many ways to contact us, whether you are looking for information or would like to solve a problem.
Please browse through our support page to find answers for general issues. If you would like to talk or chat to an agent, we are available Mon-Fri 10am-6pm SGT (UTC +8).
You can contact us through live chat and we will answer any questions you have in real time.
For all further inquiries Visit contact us page and we will be in touch within 48 hours.