Processing & Shipping

Due to COVID-19, we are only shipping on Monday's, Wednesday's, and Friday's. Our processing time has increased to our sales and holiday time of 5 - 7 business days.

Our standard processing time is 2-5 business days (that is, Monday through Friday 10am to 4pm EST). If an order is placed on Saturday, Sunday, or Monday, it will be begin the packing and shipping process on Tuesday. During sales and holiday weekends processing time extends to 5-7 business days.

If your order includes a pre-order item(s), the whole order will ship when the pre-order item(s) can be fulfilled. We appreciate your patience and look forward to you receiving your order!

We are located and shipping from Toronto, Canada. 

Canadian Orders (Ship Time: 5 - 10 Days)

All orders in Canada receive free shipping on orders over $79 CAD, otherwise shipping will be a flat rate of the equivalent of $8 USD per orderOrders paid for will be fulfilled within 2 - 5 business days. Your order will then ship with either Canada Post and/or our third party shipping company will then take 2-6 days for delivery.

After your order has been marked as shipped, you will be emailed a tracking number for your order. We ship via Canada Post or Chit Chats Express for Canadian orders.

Order Issues

If you experience issues with your order, such as being delivered damaged products or the wrong items, please contact us within 3 days of the delivery and we will do everything in our power to make things right!

Lost Orders

If your order shows as delivered in our system but you have not received your package, please reach out to the shipping carrier directly with your tracking number. 

Notes on US shipping 

All US orders are delivered to our partner courier in Toronto. Then our courier will bring it across the border to a USPS sorting facility and it will begin it's journey. Tracking updates typically take 24 to 48 hours reflect on USPS website but once it does it will show its history. For international orders they are also transferred to our courier partner then given to your local shipping agency to complete the delivery.
A partial list of things we’re not responsible for:
  • Once the post office accepts the shipment, they take on responsibility. We are not responsible for late deliveries, customs delays, lost or stolen items, etc. 
  • Special notes about mail delivery placed in the notes section will not be seen on the shipping label. If you have special instructions, please contact your post office or mail person directly. We are not responsible for mis-deliveries. 
  • We are also not responsible for customs charges. These government fees, which mostly affect customers in Europe - especially the UK & Australia (we feel your pain in Canada!), are the sole responsibility of the receiver. We are unable to issue refunds due to said customs charges..
  • If you decide that you do not want to pay the customs and/or duty due and your package is returned to us, you will be subject to a 25% restocking fee, plus the cost of shipping will be deducted from your refund. 

FAQs

What credit cards do you accept online?
Visa, MasterCard, American Express, and Discover.

Can I pay with PayPal?
Yes! Simply choose PayPal Express at checkout.

I made a mistake on my order, can it be changed?
Contact us immediately if you have made a mistake at support@londonivyproducts.com. We typically are unable to make changes after processing has begun but we will always try. Once your order has been shipped it is not possible to make changes to it.

Can I track my shipment?
All orders will include a tracking number. You will receive a shipping confirmation email with the tracking number when your package is dispatched.

What if my package never arrives?                                      
If your order does not arrive within 14(CAD)/30(US/INTL) days (after receiving your tracking number - if applicable), please contact info@londonivyproducts.com. Claims will be assessed on a case-by-case basis.

Can I use more than one discount code at checkout?
No, discounts cannot be combined on a purchase.

I missed the sale but would like to apply the discount to my order, is this possible?

Unfortunately we don't honour sale discounts retroactively. We generally follow the major North American sales and will sometimes hint at sales on Instagram so be sure to follow us! We love surprises and hope you do too!

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