All Sale Items are Final Sale - Items cannot be returned or exchanged.

Do you have a customer service phone line I can call?

  • At this time we do not have a phone line. We ask that all customer service inquiries be submitted¬†in writing, by emailing [email protected], so that we can better assist you.

Can I get use a discount code and take advantage of the Free Shipping over $100 offer?

  • Unfortunately we do not allow both promotions to be used in a single order.

When will my exchange ship/When will I receive my refund?

  • Please allow up to 14 business days¬†from the time your return/exchange is delivered to us for it to be processed.¬†
  • If the item requested for exchange is unavailable, we will issue a refund for the cost of the item.
  • Once your return or exchange is processed we will email you an updated tracking number or a confirmation of your refund.¬†

Are the packages that you use branded, or do they have a logo on the exterior?

  • Yes, our mailers are branded and it will be apparent that the package has come from Ivory Ella.¬†
  • Please keep this in mind and observe tracking information¬†when ordering gifts.¬†

    How much of the proceeds go to Save The Elephants?

    • We donate¬†10% of net profits to savetheelephants.org! Our donations aid in the¬†research of elephant behavior and ecology, the protection of elephants from ivory poachers and traffickers, and in raising awareness of the plight of the elephants.

    Do you donate to other charitable causes too?

    • Occasionally, we create special prints or items where we donate additional money to causes such as: The Breast Cancer Research Foundation, Toys For Tots, The American Heart Association, and more!

    When did Ivory Ella launch?

    • We launched Ivory Ella on April 18th, 2015.

    Where is your company located?

    • Ivory Ella is located in¬†Westerly, Rhode Island.¬†

      How long will it take to receive my order within the U.S.?

      • We make every effort to¬†process orders within 5 business days¬†of when they are received.
      • Once the package is shipped it can take 3-10 business days to be¬†delivered.

      How long will it take to receive my international order?

      • We make every effort to¬†process orders within 5 business days¬†of when they are received.
      • Once the package is shipped it can take 7-15¬†business days to be¬†delivered, depending on your location.

      Will I be notified when my order is shipped?

      • Yes! You will receive¬†a confirmation email after¬†you have placed your order, and another when your order is sent out.¬†

      Will I receive a tracking number?

      • Yes of course! All orders are shipped through USPS and include tracking. The tracking number¬†will be sent to the email that you provided¬†at checkout,¬†as soon as your order ships. Please note that the Order Number is not your tracking number.¬†

      I ordered from outside the US, can I still track my order?

      • Once your¬†package reaches customs, your USPS tracking number will become active. You can track your order before it reaches customs by entering¬†your tracking¬†number here.¬†

      What is your U.S. return policy?

      • You can return or exchange any merchandise for up to 30 days after the delivery date.
      • Returns made after 30 days of the¬†delivery¬†date will be refunded via an emailed store¬†credit. We can only accept returns for store credit for up to 90 days after the delivery date.
      • Please print and fill out our Returns & Exchanges form located¬†Here. Include this form in your return shipment and we will promptly complete the exchange or return and send it back.
      • Please note that all items must be unwashed and unworn. Items sent back with any stains including makeup and deodorant stains, will not be accepted for exchange. We are also unable to accept items for return or exchange that have any strong lingering odors.
      • Exchanges can only be made for items of equal or lesser¬†value.¬†
      • Original Shipping charges are not refundable.
      • Clearance and sale items¬†may have restrictions on returns, please refer to the product descriptions for more information.¬†
      • Please be sure to get a tracking number when you ship the order¬†back to us.¬†We will not be held responsible for items lost, stolen, or damaged during return transit.

        What is your U.S. Holiday return policy?

        • For the holiday season we will be accepting returns for 45 days after Christmas as long as the order was placed on or after November 1, 2016.
        • Please note we are are only able to exchange for items of equal or lesser value. If you received the item as a gift and you do not have the original order number we can only offer store credit, we cannot accept exchanges or returns for a refund.
        • Please be sure to get a tracking number when you ship the order¬†back to us.¬†We will not be held responsible for items lost, stolen, or damaged during return transit.

        Can I exchange an item if I am not from the United States?

        • Unfortunately, we cannot accommodate exchanges for customers outside of the U.S.¬†
        • If you would like to return your order for a refund, you will be responsible for any charges incurred when shipping¬†the product(s) back to us.¬†

        Non-Qualifying Returns

        • Returns that show any type of signs of wear,¬†damage, scents, or alterations will not¬†be accepted and will¬†be sent back to the customer.¬†

          Do your shirts shrink?

          • All our our shirts are pre-shrunk, and should not shrink when washed correctly.

            I received the incorrect item. What should I do?

            • If you received¬†the incorrect¬†item please email us at [email protected], and for domestic orders we will provide you with a prepaid return shipping label.¬†
            • Once we receive the return, we will send you the correct item as soon as possible!

            I received a damaged item. What should I do?

            • If you received damaged or defective merchandise, please¬†email a photograph of the damaged item to [email protected] with your order number and we would be happy to begin the exchange process.
            • Damaged or defective merchandise can only be exchanged for up to 30 days after the delivery date.¬†

            I love my new shirt! How should I wash it?

            • Due to the dying process we recommend hand washing all shirts individually in cold water with¬†a mild detergent for the first few washes.¬†
            • After that, please wash the shirt in cold water with like colors.¬†

              What forms of payment do you accept?

              • We currently accept PayPal and all major credit/debit cards! You do not need a PayPal account to pay.

              Will my card be charged when I order?

              • All customers are charged at the time of purchase as this is how our website¬†platform functions. We apologize for any inconvenience.

              When I place an item in my cart or wishlist, is it reserved for any period of time?

              • Placing an available item in your shopping cart and/or wishlist does not reserve that item.
              • Available inventory is only assigned to your order after you place your order and receive an e-mail confirmation that we've received your order.
              Do you have any promotional material to send me, such as stickers?
              • If you send a self-addressed, stamped envelope, and your best drawing of an elephant¬†to Ivory Ella P.O. Box 1908 Westerly, RI 02891, we would be happy to send you a sticker.