Refund policy
How your order works
Every cover is made after you order it — we do not keep stock. Your order joins a production batch, and production starts on the date shown at checkout and on our [Delivery page]. Your rights depend on where your order is:
| Where your order is | What you can do |
|---|---|
| Order placed — not yet shipped | Cancel free. Full refund, no reason needed — including while your cover is being made. |
| In production / on the water | You can still cancel free until it ships. The size can no longer be changed once cutting starts. |
| Delivered | 14-night window — exchange for the right size (free), or return for a refund (fees apply, see below). |
Cancelling before it ships
You can cancel your order free of charge at any time before it ships. One email to [support@ivytress.com] with your order number is enough — no forms, no phone call, and we do not ask why.
Your cover is cut to the size you gave us once production starts. From that point on you can still cancel, but the size can no longer be changed — a different size becomes a separate order. If you think your measurements might be off, email us before the batch closes and we will check your numbers for you.
We issue the refund to your original payment method within [2] business days. Your bank typically takes another 5–10 business days to show it on your statement.
After it arrives: two paths, your choice
From the day your cover is delivered, you have 14 nights to decide.
Path 1 — Exchange: remake it in the right size (no fees)
If the size or depth is not right, we remake your cover in the correct size at no cost — no restocking fee, no return shipping, and you will not be asked to ship the first one back.
This is also the path we use when the numbers you gave us turn out not to match your mattress: tell us, and we will make it right.
One free remake per order. Email [support@ivytress.com] with your order number and the correct three numbers: width, length, depth.
Path 2 — Return for a refund (change of mind)
Within 14 nights of delivery, you can return your cover for a refund to your original payment method. Two deductions apply, and we state them here so nothing is a surprise:
- Restocking fee: 30% of the item price.
- Return shipping: a fixed US$200 — we email you a prepaid return label, and this fixed cost is deducted from your refund.
Example: on a $347 cover, $104.10 + $200.00 is deducted and [$42.90] comes back to you.
Because the deductions are large relative to the cover, most people choose the exchange above — and honestly, we would rather remake your cover than take one back. If you want the refund anyway, email us and we will process it exactly as written here. No arguments, no hidden conditions.
If something is wrong with it — our error
If the cover arrives damaged, defective, or different from the numbers on your confirmation email, that is on us:
- We remake it or refund it in full — your choice.
- None of the fees above apply.
- You do not ship anything back to us.
Email [support@ivytress.com] with your order number and a photo. Photos decide, and we will always explain what we see.
What we cannot refund
- Damage from use after delivery — tears, cuts, burns, or stains that are not ours.
- Requests after the 14-night window. That said, email us anyway — we would rather hear about a problem late than never.
- Returns sent without contacting us first. Email us first so we can send the right instructions — it also makes your refund faster.
How refunds are paid
- Refunded to the original payment method used at checkout.
- We submit the refund within [2] business days of approving it. Banks and card issuers typically take [5–10] business days to post it.
- The only deductions that can ever apply are the two written in Path 2. There is no cancellation fee, and if anyone ever asks you for one in our name, that is not us — forward it to [support@ivytress.com].
If something has gone wrong, talk to us first
We answer within [one business day]. A chargeback takes weeks and gets decided by a third party who was not there; an email to us gets answered by the people who made your cover. There is no dispute you can file that we would not rather settle directly with you.
Related policies
Shipping timelines, batch dates, tracking, and delivery issues are covered in our [Shipping Policy].
Questions
Email [support@ivytress.com] — one inbox, one answer, within [Three business day].