FAQ
1) How may I contact your Customer Care team?
For Customer Care inquiries only, please use the Contact Us link https://luckysivy.com/pages/contact, or, email customercare@luckysivy.com.
2) I emailed your Customer Care team. When will I receive a response?
Our Customer Care team aims to respond to all emails within two business days.
3) How much is shipping?
We offer free standard 7-10 business day shipping to the U.S. at this time. We offer 3-4 business day shipping for a fee of $10.95.
Please note: Shipping estimates may increase for your order during Federal/Public Holidays and busy periods. Also, shipping rates may be subject to be applied depending on the Client (customer) location. We ship products from our U.S and Canada facilities.
4) How long will shipping take?
All the orders are dispatched within 1-2 business day after receiving your order. We ship products from our U.S. facility
Please note: Our fulfilment and shipping estimates depends on Client (Customer) location, Federal/Public Holidays, and busy periods.
5) Do you offer Returns and Refunds?
Yes AND No. Please check our Product Return and Refund Policy to know more. https://luckysivy.com/policies/refund-policy
6) What if I receive a damaged product?
Please contact us at customercare@luckysivy.com immediately with your order number including photos and/or videos of the incident. The photos/videos of the product must show that the product is unused/unworn and has all the tags intact. Please see our Return/Exchange Policy for more details. https://luckysivy.com/policies/refund-policy
7) Will customs and taxes be included in the product price?
Taxes are not included in any product prices.
If applicable, extra charges like Import tax, duties and related Customs fees are determined and charged by the Customs office of the destination country and the cost is not covered in payments you made to us. Please contact your local Customs office directly for further details, if applicable.
8) Do you offer discounts, promotions, and giveaways?
Yes, we offer discounts, promotions, and giveaways. Please be sure to subscribe to our email list to receive news on special offers and sales.
9) Why hasn't my tracking status been updated?
Don’t fret! You should receive an order confirmation notification after purchase is complete. Please know we're working to get your lucky products to your door and you'll receive tracking information for each update. For more details, please see our Shipping Policy for more details. https://luckysivy.com/policies/shipping-policy
10) Is it possible to change or cancel an order?
Please contact our team immediately at customercare@luckysivy.com if you need to change or cancel your order however we, unfortunately, cannot make any changes or cancel your order once it has been processed and/or after it has left our facilities.
11) What payment gateways do you provide?
You can purchase our products with MasterCard, Visa, Amex, Discover, ApplePay, PayPal, Amazon Pay and more.
12) Why is it mentioned that the company donates $1 from every purchase to RAINN?
This is because RAINN was and is part of Lucky, our founder's personal healing. RAINN is a non-profit organization where people can contact to discuss information they may not be able to share with anyone in their close friend/family circle. Furthermore, it's a place a survivor can receive resources to assist them in healing. It's sharing resources that could possibly save someone's life and here at Lucky's Ivy, we support wellness.