Policy

ORDER, FULFILLMENT, DAMAGE & REFUND POLICY

Thank you for shopping with Ivory + Ash Company. Each cup is individually handmade and/or customized to order. Because of the custom nature of our products, please carefully review the following policies before placing an order.

By completing a purchase with Ivory + Ash Company, you acknowledge that you have reviewed and agree to the policies below.

LIVE LINEUP & ORDER PROCESSING

Customers who purchase a cup to be made during a TikTok LIVE will be added to the current LIVE lineup.

Orders are generally completed based on:

  • The order in which purchases are received;
  • The customer's attendance during a LIVE; and
  • The current number of orders in the lineup.

Customers are responsible for reviewing the current lineup and understanding that other orders may be ahead of theirs.

Purchasing a cup does not guarantee that the cup will be made during a particular LIVE, on a particular date, or at a particular time.

Once a cup has been completed, normal processing, finishing, curing/de-gassing, packaging, and shipping timeframes apply.

CUSTOMERS WHO DO NOT ATTEND A LIVE

Selecting the option to have a cup made on LIVE does not allow an order to remain in the lineup indefinitely.

Customers should make reasonable efforts to attend a LIVE within seven (7) days of placing their order.

If a customer has not attended a LIVE within seven (7) days, Ivory + Ash Company may attempt to contact the customer using the email address, telephone number, social media account, or other contact information associated with the customer's order.

Multiple reasonable attempts may be made to reach the customer.

If the customer does not respond within a reasonable period of time after these attempts, Ivory + Ash Company reserves the right to complete the customer's order off LIVE using the product selections, customization information, order notes, and other instructions provided with the original order.

The completed order will then proceed through the normal fulfillment and shipping process.

Failure to attend a LIVE or respond to contact attempts does not constitute grounds for cancellation, refund, or chargeback when the order has been completed in accordance with the customer's submitted order information.

HANDMADE & CUSTOM PRODUCT VARIATIONS

Every Ivory + Ash Company cup is handmade. No two handmade products will be completely identical.

Customers acknowledge that reasonable variations may occur, including but not limited to:

  • Glitter distribution or movement;
  • Lava or liquid movement;
  • Color, shade, or opacity;
  • Placement of glitter, add-ins, decals, or wraps;
  • Minor bubbles or other characteristics inherent to handmade liquid-filled products;
  • Appearance under different lighting or screens; and
  • Other minor cosmetic differences between examples shown online or during a LIVE and the completed product.

These normal handmade variations are not considered defects.

Photos, videos, previous cups, and products shown during LIVE broadcasts are examples and are not guarantees that another handmade cup will be an exact duplicate.

CUSTOMER CUSTOMIZATION SELECTIONS

Customers are responsible for reviewing all product selections, colors, decals/wraps, sizes, personalization, notes, and other customization information before submitting an order.

Ivory + Ash Company will make reasonable efforts to follow the customer's selections and instructions.

Once production has begun, changes are not guaranteed.

An order completed according to the selections and information submitted by the customer is considered properly fulfilled even if the customer later changes their mind or decides they would have preferred different customization options.

CHANGE OF MIND / NOT LIKING THE FINISHED PRODUCT

Because products are handmade and customized to order, refunds and remakes are not provided solely because a customer does not like the appearance of their completed cup, changes their mind, or decides they would have selected different options after receiving the product.

This includes reasonable handmade variations described within this policy.

Nothing in this section limits remedies that may otherwise be required by applicable law.

DAMAGED ITEMS

Ivory + Ash Company takes care in packaging orders for shipment. However, damage may occasionally occur while a package is in transit.

Customers must inspect their order promptly after delivery.

Any claim involving a product that arrived damaged must be reported to Ivory + Ash Company within three (3) calendar days of the carrier's recorded delivery date.

Damage reported after this period may not be eligible for a refund or remake, except where otherwise required by applicable law.

Required Damage Documentation

To evaluate a damage claim and, when applicable, submit a claim with the shipping carrier or insurance provider, the customer must retain the product and all original shipping materials and provide clear photographs showing:

  • The entire exterior of the shipping box;
  • All sides of the shipping box, particularly any crushed, punctured, wet, torn, or otherwise damaged areas;
  • The shipping label and tracking information;
  • The inside of the shipping box;
  • The original packaging and protective materials exactly as received;
  • The entire cup;
  • Close-up photographs of cracks, leaks, breaks, or other claimed damage;
  • Any liquid or other contents that leaked into the package, when applicable; and
  • Any additional photographs or information reasonably requested by Ivory + Ash Company or the shipping carrier.

Customers should not discard the box, packaging materials, damaged cup, or other contents until the claim has been resolved.

Failure to retain or provide reasonably requested documentation may prevent Ivory + Ash Company from verifying the damage or pursuing a carrier claim and may affect the availability of a refund or remake.

RESOLUTION OF VERIFIED DAMAGE

Once the required information has been received and the damage has been verified, Ivory + Ash Company will work with the customer to provide an appropriate resolution.

Depending on the circumstances and subject to applicable law, the resolution may include a replacement/remake or refund for the affected item.

When a remake is appropriate, the customer may be given the option of a remake rather than a refund.

Shipping damage affecting one item in a multi-item order does not automatically entitle the customer to a refund or replacement of items that arrived safely and as ordered.

REMAKES

Remakes are treated as replacement orders and may be completed off LIVE. Placement of a remake into a future LIVE lineup is not guaranteed.

When possible, Ivory + Ash Company will recreate the original cup using the original order information, notes, photographs, and available records.

Because each product is handmade, an exact duplicate cannot be guaranteed. Reasonable differences in color, glitter placement, liquid movement, decal placement, or other handmade characteristics may occur.

If the original decal or wrap remains available, Ivory + Ash Company will make reasonable efforts to use the same design.

If the original design is no longer in stock or otherwise unavailable, the customer will be asked to select a replacement from designs currently available on the Ivory + Ash Company website.

Remake orders will not be held indefinitely while waiting for previously sold-out designs, future inventory, or newly released designs.

SHIPPING & CARRIER DELAYS

Once an order has been accepted and scanned by the shipping carrier, transit and delivery are handled by the carrier.

Estimated delivery dates provided by a carrier are estimates and are not guaranteed by Ivory + Ash Company.

Carrier delays alone do not constitute grounds for a refund or remake.

If tracking indicates that a package has been lost or damaged in transit, please contact Ivory + Ash Company so the situation can be reviewed and, when appropriate, a carrier claim can be initiated.

SHIPPING ADDRESS

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please contact Ivory + Ash Company as soon as possible if an address needs to be corrected. Address changes cannot be guaranteed once an order has entered fulfillment or a shipping label has been created.

Ivory + Ash Company is not responsible for packages delivered to an incorrect address that was provided by the customer at checkout, except as otherwise required by applicable law.

Additional shipping charges resulting from an incorrect or incomplete customer-provided address, refused delivery, or a package returned to sender may be the customer's responsibility.

DELIVERED PACKAGES

Customers are responsible for monitoring tracking information and retrieving packages promptly after delivery.

If tracking shows a package as delivered but the customer cannot locate it, the customer should promptly check the delivery area, household members, neighbors when appropriate, and contact the shipping carrier.

Ivory + Ash Company will reasonably assist with available shipping information or a carrier inquiry but cannot guarantee reimbursement for packages confirmed as properly delivered by the carrier.

CUSTOMER-CAUSED DAMAGE

Refunds or remakes are not provided for damage occurring after delivery as a result of misuse, dropping, improper handling, improper cleaning, exposure to inappropriate temperatures or conditions, modification of the product, or failure to follow any care instructions provided with the product.

ORDER COMMUNICATION

Customers are responsible for providing accurate contact information and monitoring the email address and/or telephone number associated with their order.

Ivory + Ash Company may use this information when clarification, customization information, lineup attendance, shipping information, or another response is needed to complete an order.

A customer's failure to respond to reasonable communication attempts does not require Ivory + Ash Company to hold an order indefinitely.

When sufficient information was supplied with the original purchase, Ivory + Ash Company may use reasonable judgment to complete and fulfill the order.

CANCELLATIONS

Because products are handmade and supplies may be allocated specifically to an order, cancellation requests are not guaranteed once production or customization has begun.

If you need to request a cancellation, contact Ivory + Ash Company as soon as possible. Requests will be reviewed based on the production status of the order.

RECORDS & ORDER VERIFICATION

Ivory + Ash Company may maintain records reasonably related to an order, including order information, customer customization selections, communication attempts, photographs of completed products, fulfillment information, shipping records, tracking information, and delivery confirmation.

These records may be used to resolve customer-service issues, shipping claims, payment disputes, or chargebacks.

POLICY AGREEMENT

By placing an order with Ivory + Ash Company, the customer acknowledges and agrees that:

  • Ivory + Ash Company sells handmade and customized products;
  • Handmade products may contain reasonable variations;
  • Customers selecting Made on LIVE are responsible for attending within the timeframe described above;
  • Orders may be completed off LIVE when a customer does not attend or respond to reasonable communication attempts;
  • Damage must be reported promptly and supported with the required documentation;
  • Remakes may differ slightly from the original handmade product;
  • Sold-out designs may need to be replaced with currently available options;
  • Customer preference or change of mind alone does not qualify a correctly fulfilled customized order for a refund or remake; and
  • The customer is responsible for providing accurate order, customization, contact, and shipping information.

Ivory + Ash Company reserves the right to update this policy as business practices evolve. The policy applicable to an order will be the policy in effect at the time the order is placed, subject to applicable law.

Last Updated: August 13, 2026

Ivory + Ash Company (Ashley)