Refund policy
At IvoryTrail, we want you to feel confident when shopping with us. If you are not completely satisfied with an eligible purchase, you may request a return within 30 days of delivery.
30-Day Return Period
You have 30 days from the date your order is delivered to request a return.
To be eligible for a return, the product should generally be returned in substantially the same condition in which it was received, including all components and accessories originally supplied with the product where applicable.
Reasonable inspection of a product after delivery will not automatically make it ineligible for return.
Free Returns
IvoryTrail offers free returns for eligible products within the applicable 30-day return period.
Before returning a product, please contact us at support@IvoryTrail.space. Our customer support team will review your request and provide the appropriate return instructions.
Please do not send products to our business address without first receiving return instructions from our customer support team. The appropriate return destination may vary depending on the order and fulfillment location.
How to Request a Return
To begin a return request, please contact:
Email: support@IvoryTrail.space
Please provide:
- Your order number
- The email address associated with your order
- The product you wish to return
- A brief explanation of your return request
- Photos of the product when relevant, particularly for damaged or incorrect items
Once your request has been reviewed, we will provide further instructions.
Damaged, Defective, or Incorrect Products
Please inspect your order after delivery.
If your product arrives damaged, defective, or materially different from what you ordered, contact us as soon as reasonably possible at support@IvoryTrail.space.
Please include your order information and photographs showing the issue where applicable. We will review the situation and work toward an appropriate resolution, which may include a replacement, refund, or another remedy where appropriate.
Refunds
Once an eligible return has been received and reviewed, we will notify you regarding the status of your refund.
Approved refunds will generally be issued to the original payment method used for the purchase.
After a refund has been processed by us, additional processing time may be required by your bank, card issuer, or payment provider before the funds appear in your account.
Order Cancellations
If you need to cancel or modify an order, contact us as soon as possible.
We will make reasonable efforts to accommodate your request. However, once an order has entered processing or has already been shipped, cancellation or modification may no longer be possible.
If the order cannot be cancelled, you may request a return after receiving it, subject to this policy.
Exchanges
If you would like a different product, size, style, or variation, please contact our customer support team. Depending on availability and the circumstances of your order, we will provide information about the available options.
Exceptions
Certain products may not be eligible for return where required for hygiene, safety, legal, or other legitimate reasons. Any applicable product-specific return restrictions will be disclosed where appropriate.
Nothing in this policy is intended to limit rights available to consumers under applicable law.
Contact Us
Questions about returns or refunds may be sent to:
IvoryTrail
35 McCaul St Unit 100
Toronto, ON M5T 1V7
Canada
Email: support@IvoryTrail.space
Phone: (888) 288-2106