Shipping policy
Shipping Policy
Every cover we sell is made after you order it. That changes how shipping works, so read this before you buy — it is short, and it is the only shipping policy that applies to your order.
Made to order: nothing ships the same day
We do not keep stock. When you order, we add your size to the current production batch. Nothing is picked off a shelf, and nothing leaves our hands within 24 hours of purchase — because at that point, your cover has not been made yet.
We produce in batches of 40. Your order joins the batch that is open at the time you check out. This is why the timeline below is measured in weeks, not days.
How long it takes: three stages
|
Stage |
Time |
What happens |
|
1. Cut and sewn to your size |
10–14 days |
Your cover is cut and sewn to the width, length and depth you sent us. This stage exists because the cover does not exist yet when you order. |
|
2. Ocean freight |
14–18 days |
The complete batch ships together by ocean freight. A full container goes at once instead of one parcel at a time — this is what keeps the cost down. |
|
3. Final delivery |
3–7 days |
From our [US delivery hub] to the address you gave us, with tracking. |
|
Total, order to door |
about 35 days |
Counted from the day you order to the day it reaches you. |
Order deadlines and arrival dates
Orders placed before a batch deadline go into that batch. Orders placed after it go into the next one. These dates are the same dates shown on our [Delivery page] and in your confirmation emails.
|
Batch |
Orders close |
Production starts |
Estimated arrival |
|
Batch 06 |
closed Aug 2 |
Aug 6 |
delivered Aug 12–16 |
|
Batch 07 |
Oct 14 |
Oct 18 |
Nov 12–16 |
|
Batch 08 |
Nov 1 |
Nov 8 |
Dec 20–24 |
Order today and you are in [Batch 07]. We give a date range rather than a single day so that ordinary variation in freight and customs does not push your order past what we promised. If your order will not arrive inside the window shown, we will email you before that window ends, give you the new date, and let you cancel for a full refund if the new date does not work for you.
Shipping cost and duties
Shipping is included in the price you pay at checkout. The price shown on the product page is the full amount — there is no separate shipping charge added at checkout, and no customs fee, duty or import tax collected from you when the parcel is delivered. What you pay at checkout is what you pay.
Your order ships on a delivered-duties-paid basis: we handle customs clearance and pay the applicable duties and taxes on our side. If anything changes about that arrangement, we will update this page and state it here before you order — we will not leave you to discover a fee at your door.
Where we ship
We currently ship to [the United States] only. If you are outside that area and would like to order, email us at [support@ivytress.com] and we will tell you honestly whether we can do it and what it would cost — we would rather say no than take an order we cannot fulfil properly.
Tracking, and the three emails you will get
Because of the ocean freight stage, tracking is not available for the first part of the journey. Rather than leave you with a tracking number that does not move for two weeks, we email you at each real milestone:
- Right after you order — your order is confirmed, with the size and depth you gave us written out, and your estimated arrival window.
- When production starts — the batch has closed and your cover is being cut. This email includes a photo from the production floor.
- When your order leaves our delivery hub — this is the email that carries your tracking number, and it is the point from which tracking updates daily.
A tracking number is issued at stage 3, not at checkout. If you have not received a tracking number, your order is still in production or on the water — this is expected, not a problem.
Changing or cancelling your order
You can cancel your order free of charge at any time before it ships — including while your cover is being made and while it is on the water. One email to [support@ivytress.com] with your order number is enough; a full refund is issued to your original payment method, and no reason is required.
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.
After your order is delivered, the returns window and trial terms in our [Refund Policy] apply instead.
To cancel or change an order, email [support@ivytress.com] with your order number.
Changing your delivery address
Email us your new address before your order ships from our delivery hub (stage 3) and we will update it at no cost. Once the parcel is with the carrier we can no longer redirect it. If you gave us an address we cannot deliver to and the parcel comes back to us, we will contact you to arrange redelivery — additional shipping may apply in that case, and we will tell you the amount before doing anything.
Damaged, defective, or wrong item
Email [support@ivytress.com] with your order number and a photo of what arrived. If the cover is damaged, defective, or not what you ordered, we remake it or refund it — you do not ship anything back to us. The size we make is the size you gave us, so if the cover does not match the numbers on your confirmation email, that is on us and we fix it at no cost.
If your measurements were off
Because we make to the numbers you send us, getting your measurements right matters. Use our [fit guide] before you order — it takes about a minute and asks for three numbers: width, length and depth. If you are unsure, email us before the batch closes and we will check your numbers for you. If your cover does not fit because the numbers you gave us did not match your mattress, contact us anyway — we will look at what we can do for you.
Lost in transit
If tracking shows no movement for an unusual period, or the carrier marks your parcel lost, email us. [We replace it at no cost or refund you in full, at your choice.] You do not need to file anything with the carrier yourself.
Returns
Shipping is covered by this policy. Returns, the trial period and refunds are covered by our [Refund Policy].
Questions
Email [support@ivytress.com]. [We answer within one business day.] One inbox, one answer — no phone tree, no ticket number.