Shipping Policy and FAQs

How much is shipping?

Shipping is $7.95 and FREE with orders of $75 or more within the USA. Priority shipping is an option and costs $12.95. See below for shipping rates to Canada.

• Orders over $200.00 require a delivery signature confirmation (at no extra cost).

Where is Ivory Gem located?

Our warehouse is located in Boise, Idaho. Once your order is processed and shipped you will receive it in 2-5 days (excluding Sundays and USPS Holidays.) 

How long will it take for my order to be shipped?

Due to high demand, all orders are prepped, packaged and shipped out within 2-7 business days (many times sooner!) after payment confirmation, with the exception of all national holidays. Regardless of the shipping option, we DO NOT ship out on Saturdays or Sundays. Please allow a few days longer for any orders shipping to Canada. 

Can I change or cancel my order after it is submitted?

We are sorry, but unfortunately not. Once orders have been electronically confirmed in our system, it is impossible to modify them, so please double check the contents of your shopping cart for accuracy prior to completing your purchase. If you forget to put in a coupon code we cannot fix it after the order is placed. If for some reason we are are able to cancel an order, only store credit will be issued. 

Do you ship to Canada?

We do! Shipping cost ranges from $18-$25 depending on the size and weight of your order. Orders up to $75 ship for $18. Orders over $75 ship for $25. Please allow an extra 1-2 days for processing and shipping from our warehouse.

What happens if an item I receive arrives damaged?

We are diligent in wrapping each order personally so it reaches you safely. However, if you suspect an item has arrived to you in damaged condition, please email a clear image of the product in question to support@ivorygem.com within 24 hours of delivery receipt. Please note that the actual time of delivery will be checked and verified through our carrier's tracking system. We are not responsible for damage caused by customers opening their packages (such as accidentally cutting an item when opening the packages... so please open with care!)  

What happens if I accidentally put the wrong address and my package is returned to you?

Please contact us ASAP if you notice your order was returned back to us. If we don't hear from you before the package is returned to us it will be opened and processed as a return. Store credit will be issued and exact shipping costs will be deducted. Exact shipping costs may be +/- more than shipping costs originally paid, and will be deducted accordingly. We are not responsible for orders delivered or returned to incorrect addresses. 

And finally......

We are not responsible for lost/stolen packages. If your tracking shows that your package has been delivered, please check with your neighbors and family members to make sure they did not receive it by mistake. Then feel free to file a claim with USPS by clicking on this link: https://www.usps.com/help/claims.htm Please allow 7-15 days from the 'delivered' date (provided by usps.com) before creating an insurance claim. Due to USPS policy, you must wait 7-15 days before you can file a claim for your lost/stolen package. Read below for time limits regarding filing insurance claims:

• Insured Mail (includes Priority Mail): file from 15 to 60 days
• Priority Mail Express: file from 7 to 60 days
• Claims cannot be filed for first class packages. Insurance is unavailable for first class shipping.
• If your tracking shows that your package has not been delivered and there seems to be an unexplained delay in the delivery of your package, please feel free to contact us and we would be happy to help you.
• International orders are subject to custom fees [we are not responsible for these fees].