What information do I need to know before ordering a custom personalized piece? All custom personalized pieces are made-to-order and final sale. The order cannot be cancelled or altered after submitted and it cannot be returned. You will be charged at the time the order is placed.

Can you help me design my bag/hats? Our design team would be happy to help! Please contact info@shopivychase.com for assistance!

What material are your bags?

We have two collections for bags that are different materials. One collection is made from 100% Nylon exterior with a polyester inside lining. The second is a Teddy Sherpa fabric exterior with a polyester inside lining. 

Where can I find the latest information on Ivy Chase such as style release dates, pre-sales and promotions… All news and information regarding Ivy Chase will be announced via our mailing list and on our Instagram feed and Stories. Brighten up your inbox and sign up for updates here. Also make sure you are following @shop_ivy_chase on Instagram!

The item I want is out of stock. When will you be getting it again? If a product is out of stock, you can enter your email address in the notification section on the item’s page and we will contact you as soon as that product is back in stock.

When will my order ship? Orders will ship as soon as they are completed. Custom orders are processed in the order in which they are received. Shipping time can vary depending on order size/quantity. We do our best to ship items as soon as possible. Our current turnaround time is 4-6 weeks. 

Will I get a confirmation of my purchase? Yes! Once you have completed your purchase, you will receive a confirmation e-mail. Once the item has shipped, you will receive a shipping notification.

Can I track my order? Once a shipping label has been created, you will receive an e-mail with the tracking information.

My tracking says delivered, but I don't have my package? Shop Ivy Chase Inc. is not liable for issues caused by the shipping company or theft; however, we will do everything we can to help locate it.

Where do you ship from? All orders ship from Toronto, Canada.

Do you ship internationally? Of course! However, we are not responsible for the payment of any duties, taxes, or other fees placed on international shipments.

The item I received is flawed. What should I do? If you find an issue with your order, please e-mail info@shopivychase.com within 48 hours of receiving the product. Please include photographs of the defects so we can better assist you. Repairs and replacements work on a case-by- case basis and will be dealt with accordingly.

My bag broke, can you fix it? With normal wear and proper care (see care instructions) your bags should not break. In the event that your bag breaks, please contact us and we will review your damage on a case-by-case basis.

How do I unsubscribe from your e-mails? Simply click the unsubscribe button at the bottom of any Ivy Chase e-mail.

What type of payment methods do you accept? We accept all major credit cards at point of sale.

Do you have a store? We do not have a brick and mortar store, but we hope to have one in the future! In the meantime, you can find us at the following stores:

Cradle & Co Baby 1806 Avenue Road, North york, On M5M 3Z1 (bags)

mth 1062 Yonge St, Toronto, On M4W 2L4 (Seed Bead DIY kits, Natural Stone DIY kits, coming soon Silk Scrunchies)

We are always growing so follow us as more shops carrying Ivy Chase get added to the list.

Are you hiring? If you are interested in working or interning for Ivy Chase, you must be at least 18 years of age, in university or a recent graduate and live in the Greater Toronto Area. Please send your resume to info@shopivychase.com.

I have press or marketing inquiries, who can I reach out to? Please send all inquiries to info@shopivychase.com.

I would like to sell Ivy Chase in store. Who should I contact? Please send all inquiries to info@shopivychase.com or DM @shop_ivy_chase 

If we haven’t answered your questions please don’t hesitate to email us info@shopivychase.com

Shipping Due to the custom nature of our products and are made/ sewn to order, orders are typically processed within 4-6 weeks. We ship Canada Post Express with Tracking and Insurance. American customers are responsible for the payment of any additional fees, customs, duties & taxes upon delivery. No Local Pick up available at this time.

Returns CUSTOM ITEMS ARE FINAL SALE AND MAY NOT BE RETURNED. However, we do offer returns on our ready to go items! We accept returns of items in their original conditions within 7 days of the date you received the item. If you want to return your item please email us at info@shopivychase.com We will give you an RA# to write below the shipping address once we approve the return. WE DO NOT OPEN BOXES WITHOUT AN RA# WRITTEN ON THE FRONT OF THE PACKAGE! Please allow 10 business days for your return to be processed once we receive you item. We will credit your original form of payment once we receive and inspect your returned item(s). Customers are responsible for return shipping fees and they must be shipped with tracking. We are not responsible for lost mail!

Please send all returns to:

IVY CHASE
112 RIDLEY BLVD, Toronto, ON M5M 3L9
RA# _______

Exchanges We don’t currently do exchanges.