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Refund policy
At Ivy & Bugz, we take pride in creating thoughtfully curated gifts, party favors, and celebration essentials. Many of our products are personalized or custom-made, so our return policy varies depending on the type of item purchased.
Personalized & Custom Orders
Due to the personalized and made-to-order nature of many of our products, all personalized, custom-designed, and custom-assembled items are final sale and cannot be returned, exchanged, or refunded.
This includes, but is not limited to:
- Personalized party favors
- Custom gift boxes
- Personalized gift tags
- Custom party supplies
- Made-to-order gifts
- Any item created specifically for your order
Please review all personalization details carefully before placing your order, as changes cannot be made once production has begun.
Ready-to-Ship Items
Non-personalized, ready-to-ship items may be returned within 7 days of delivery.
To be eligible for a return, items must:
- Be unused and unopened
- Be in their original packaging
- Be in resalable condition
- Include proof of purchase
To begin a return, please email hello@ivyandbugz.com. Once your return request has been approved, we will provide return instructions.
Customers are responsible for return shipping costs unless the return is due to our error or the item arrived damaged.
Damaged, Defective, or Incorrect Orders
Please inspect your order upon delivery.
If your order arrives damaged or defective, or you receive an incorrect item, please contact us within 48 hours of delivery at hello@ivyandbugz.com.
Please include:
- Your order number
- Photos of the item(s)
- Photos of the shipping box and packaging
We will review your request promptly and work with you to provide a replacement or refund when appropriate. Returns sent without prior authorization will not be accepted.
Refund Processing
Once an approved return has been received and inspected, refunds will be issued to the original payment method within 5–10 business days.
Original shipping charges are non-refundable unless the return is the result of our error.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible at hello@ivyandbugz.com.
Orders for personalized or custom products cannot be canceled once production has begun.
Contact Us
If you have any questions about your order or this policy, we're happy to help.
Email: hello@ivyandbugz.com