How long does my order take to ship?
A. One thing we don’t want to be fashionably late, is your orders! Most orders take 1-2 business days to process, and typically arrive 3 to 10 business days from the date of purchase. Shipping times may vary due to availability of merchandise. Orders are not shipped on the weekends or holidays, so please consider non-shipping days when placing your order.
What is my tracking number?
A. Once your order is shipped, you will receive an email with your tracking information. If you do not receive your tracking information, please email email@example.com and we’ll get things sorted out.
What carrier do you use to ship orders?
A. We currently use DHL eCommerce shipping. Orders will ship from our warehouse using DHL services. DHL handles the processing of your shipment until it has reached its destination city. Once the package arrives at the destination city, DHL will then hand off the package to the United States Postal Service who handles delivery of mail to the shipping address specified when you ordered. Your order will be delivered by your regular mail carrier. You may track your package on DHL’s website here
, or on the United States Postal Service’s website here.
How can I check the status on my order?
A. It’s simple! Sign into your Mason and Ivy account first. Your account will open to “My Dashboard”. This page will show you your order status, as well as your order history.
When can I expect my order to be delivered?
A. Currently, we offer standard ground shipping with a flat rate of $2.95. This means you can buy 27 dresses and the shipping prices stays the same! Once your order is shipped, it takes 5-7 business days to be delivered. Unfortunately, we cannot ship orders the same day we receive them so please take note of this when planning your purchase. Please note that DHL/USPS does not deliver on Sunday, nor do they deliver on Holidays. We encourage all Masonites to plan accordingly!
I am having trouble placing my order, the site does not accept my billing address.
A. This error code is due to a mismatch between the billing address entered at checkout and the billing address registered with your bank. We keep our sight on a tight lockdown for security purposes, so a detail as small as a capital letter instead of a lowercase may be the reason. Please contact your bank for your EXACT billing address and enter that information. This should solve any problems!
Can I ship my order to a different state or address from my billing address?
A. You can ship to any address your heart desires! Please note that if we have an issue regarding your shipping address, we will contact you by phone or email to resolve the problem. Please be available with the phone number or email address provided at time of checkout. If our customer service team is unable to contact you, this could cause a delay in the processing of your order. We apologize if this may cause any inconvenience.
Can I make a change to my order, add an item or make an address correction?
A. Due to our high volume, all orders that are processed successfully go directly to the shipping floor to be sent out. Once order is placed you will have a 24 hour window to edit or make changes to your order. Contact us at firstname.lastname@example.org
and we will be happy to assist you and make changes per your request.
How do I cancel my online order?
A. Please contact email@example.com
and we will work with you regarding your order.
Why was my order canceled?
A. There may be different reasons as to why your order was canceled. We work tirelessly to ensure all items are in stock and available to ship. In the event that we are unable to fulfill your order, we will contact you by email to notify you of the item(s)/orders cancellation. A refund will be processed back to your original form of payment used during check out.
How do I get my coupon code to work?
A. To redeem your coupon code online, you will enter the code at the checkout screen. If the coupon code does not apply to your order, please check the expiration date and the regulations on the code. If the coupon code is not expired and the terms and conditions apply to your order, please contact our customer service team at firstname.lastname@example.org f
or further assistance.
What happens if my package is lost or stolen?
A. We are not responsible for lost or stolen packages. However, we would be happy to assist you in filing a claim with the shipping carrier. Please contact our customer service department at email@example.com for further assistance.
Why am I missing an item in my order?
A. If you are missing an item in your order, this usually means the item is out of stock or damaged. If the item is out of stock, you will receive an email from our customer service team regarding the matter. You’ll receive a refund for the out of stock item back to the original form of payment used to purchase. If you did not receive an email or refund for the out of stock product, or you are missing an item, please contact our customer service team at firstname.lastname@example.org
and we’ll fix the issue!
I received my order and it is incorrect! What do I do?
A. Please email email@example.com as soon as possible with your order number and an image or detailed description of the incorrect item(s) you received. Mason & Ivy will make every effort to ensure your issue is resolved in a timely manner. Please allow 24 business hours for customer service to contact you regarding the matter.
I received my order and an item is damaged! What do I do?
A. Please email firstname.lastname@example.org
with your order number and an image of the damaged item(s) which you received. After doing so, our team will review your submission. Mason & Ivy will make every effort to ensure your issue is resolved in a timely manner. Please allow 24 business hours for customer service to contact you regarding the matter.
How do I exchange/return a product?
A. Should you need a new size, simply return your item and place a new order for the correct size you need. All returned products must be in their original condition, unworn, unwashed, with original tags and the panty protective strip intact for swimwear. No refund will be issued for products that do not meet these criteria. Returns/Exchanges can be set up by emailing email@example.com
or calling (512) 273-7700. Customer pays postage on all returns/exchanges unless incorrect item was sent. Please allow 24 hours for our customer service team to respond regarding your return. We will make every effort to ensure the return process is as seamless as possible.
When will I receive my refund for my return?
A. Please allow anywhere from two business days to two weeks for your refund to process and post to your account. All refunds will be processed back to the original form of payment used during check out. We are unable to issue refunds to alternate sources, we apologize for this in advance.
I'm looking for something on the website that is currently out of stock. Will you be restocking it?
A. Once an item sells out, we rarely replenish stock. We recommend that you sign up for the Mason & Ivy Newsletter to ensure that you are always informed when new merchandise is up on our website!