Help & FAQ

Orders and delivery

How much is shipping?

FREE tracked shipping on every order, with no minimum spend. We ship within the United States only.

Where do orders ship from?

Every order ships from our warehouse in the United States.

How long will my order take?

Orders leave our US warehouse within 1 to 3 days and usually arrive 2 to 7 days later, so most orders arrive 3 to 10 days after you order. You will get a tracking link by email as soon as the parcel is collected.

My tracking has not updated. Is something wrong?

Tracking can take up to 48 hours to start moving after a number is issued. If it has not updated after 5 business days, email us and we will chase the carrier for you.

My order arrived in two parcels. Was I charged twice?

No. Orders with several items are sometimes split across parcels that arrive on different days, at no extra cost to you. Each parcel has its own tracking.

Can I change my delivery address?

Email us within 12 hours of ordering. If the parcel has not been dispatched we can correct it. Once it has left the warehouse we cannot redirect it.

Returns and refunds

What is the return window?

Contact us within 30 days of delivery. Items need to be unused, unwashed and in their original packaging. The full terms are in our returns and refund policy.

Who pays for return shipping?

We do, if the item is faulty, damaged, incomplete or not what you ordered. If you have changed your mind, return postage is yours to arrange.

Are there restocking fees?

No. Approved returns are refunded in full.

How long does a refund take?

We confirm it within 2 business days of your return arriving and being checked. Your bank may take a few more business days to show it.

Is anything excluded from returns?

For hygiene reasons, pillows, mattress toppers, bedding and robes that have been slept in or used, and socks that have been worn, cannot be returned unless they are faulty. This does not affect your statutory rights.

Products

How do I pick the right size?

Bed sizes and measurements are listed on every product page. Match them to your mattress before you order, and email us if anything is unclear.

Are the photographs of the actual product?

The first photo on each product page is a styled lifestyle image created to show the product in a home setting. The photos after it are supplied by the manufacturer and show the item you receive. Colours can look slightly different between screens.

Payment and security

Is checkout secure?

Yes. Payment is handled end to end inside Shopify encrypted checkout. Card details go straight to the payment processor and are never visible to us.

When am I charged?

At the point of ordering.

Still stuck?

Email ivyquarterofficial@gmail.com or use the contact form. A real person replies within a business day.