frequently asked questions

general questions about ivivva

Will lululemon offer alterations on ivivva pieces?

Yes! A guest can purchase an item from ivivva and have hemming done through their local lululemon store. It’s easy-peasy.

What’s the best way to wash my ivivva stuff?

ivivva athletica makes athletic clothing that we expect you to wear hard and wash hard. In general, we recommend that clothes are machine washed warm and dried warm. You can also hang to dry if preferred (you’ll save energy too!)

To keep your Paris Pink coloured gear performance ready, we suggest that you:

• wash your Paris Pinks before you wear them
• wash Paris Pink garments separately the first time you wash them
• only wash Paris Pink gear in cold water, with similar colours
• keep wet Paris Pink clothes away from other fabrics

Why do I have to be 13 or older to sign up for email, create an account, or shop in the online store?

In order to comply with the Children’s Online Privacy Protection Act (COPPA) we aren’t allowed to collect any personal info from anyone under the age of 13. Which means we can’t let anyone under 13 sign up for email or create an account in the online shop. But there’s no law against asking your mom or dad to sign up for you!

Is ivivva only for girls? No boys?

For now yes, but we like boys too!

Why are products available on the Canadian site but not on the US site and vice versa?

In order to better serve our guest we have two warehouses, one in Canada and one in the US. As a result guests do not pay duties.

What kind of testing is performed on ivivva products before they become available to guests at a store or online?

From design and development through production, ivivva products are created to be safe for its intended use – whether that be dance, gymnastics, or simply hanging out with friends. Creating products that are safe for children and active girls is at our core. As a company, we adhere to the applicable international children’s safety regulations and industry standards, ensuring our products meet and/or exceed these standards through extensive product testing at independent accredited laboratories.

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ordering

Can I order ivivva clothes over the phone?

Yes! You can order over the phone by contacting our Guest Education Centre (GEC) at 1-877-263-4966.

Do you offer giftcards?

Yes! You can purchase a giftcard online here. Our giftcards can be both purchased and redeemed online or in store. If you have any questions regarding giftcards our Guest Education Centre would love to hear from you and can be reached at 1.877.263.4966. Treat your giftcard like cash as it cannot be replaced. Giftcards are final sale.

Why should I become a registered user?

QUICK CHECKOUT: Super fast and easy checkout process since all of your info is already saved.

EMAIL SIGN UP: With your permission, we’ll email you with news of our latest new products. Stay in the know. Sign up now.

ADDRESS BOOK: Save shipping addresses for yourself, your friends and your family in your personal address book.

ORDER HISTORY: Save a full listing of your previous purchases.

Register Now

Can I change or cancel an order?

If you’re having second thoughts about your online order and wish to cancel it, please call our Guest Education Centre at  1.877.263.4966. An educator will be able to help you with the cancellation. We can’t make changes to an order once it has been placed.

What are my payment options?

We accept Visa, MasterCard, American Express, and PayPal and giftcards that have been purchased both in store and online. In the US, we also accept Discover and JCB cards. Please note we only accept PayPal and American Express for orders shipping to Indonesia.

Is ordering over the internet secure?

Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.

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shipping

What countries do you ship to?

Orders placed on the Canadian website can only be shipped within Canada. If you would like to ship an order to the United States or outside of North America, you may only do so by ordering from the US/Int’l website. Remember, shipments outside of the US will be subject to import duties and taxes, which are the responsibility of the recipient. Since duties and taxes vary by country and by what was ordered, we are not able to supply an estimated cost.

Please note: Shipping charges do not include international taxes or duties. Contact the customs office in the destination country for information about any applicable duties or taxes. If an order is placed on shop.ivivva.com and then refused, you will be responsible for the original shipping costs, as well as any duties, taxes and/or customs charges that were incurred in shipping the package. These amounts will be subtracted from your merchandise refund. We have made every effort to minimize our international shipping charges. We only charge our cost for these services. We do not make any profit on our shipping services to international customers. Also, we are required by law to disclose the full value of the package contents and cannot alter this value. In the European Union, these fees can be 30% or more of the total declared value of your order. If you have any shipping questions, please contact the Guest Education Centre.

Keep in mind that when you are ordering from the US/Int’l website, all dollar amounts are presented in US currency. If you are ordering with a Canadian credit card, the charges to your credit card will reflect the current exchange rate from CAD to USD. Additionally, your bank may charge you an additional international transaction fee for these orders. We cannot estimate what these charges may be. For more information, please check with the bank that issued your credit card. Please note we only accept PayPal and American Express for orders shipping to Indonesia.

What are my options if I am a Canada Post P.O. Box guest?

You have a few options; you can either ship your gear to a physical address or visit a local store. If you have any other questions or concerns, give us a call at the GEC 1.877.263.4966.

What are your shipping fees?

*We are excited to offer you complimentary shipping on ivivva.com orders shipped in Canada and the U.S. on ground delivery orders only. If you choose 2 day air or next day, regular charges will apply. You must select the “Ground” option to receive complimentary shipping.

Shipping for International Guests
Flat rate $30 USD* to:

*We are excited to offer international guests a flat rate international shipping fee of $30 on orders shipped to the countries listed in the chart above. Please be aware that shipping charges do not include international taxes or duties. Contact the customs office in the destination country for information about any applicable duties or taxes. If an order is placed on shop.lululemon.com and then refused, you will be responsible for the original shipping costs, as well as any duties, taxes and/or customs charges that were incurred in shipping the package. These amounts will be subtracted from your merchandise refund. We’ve made every effort to minimize our international shipping charges. We only charge our cost for these services. We do not make any profit on our shipping services to international customers. Also, we are required by law to disclose the full value of the package contents and cannot alter this value. Please note we only accept PayPal and American Express for orders shipping to Indonesia.

Shipping to Canadian PO boxes and rural beyond points:

Please be aware that all orders being shipped to Canada PO boxes will be serviced by Canada Post. Additionally, if you live in a rural area that has a postal code that is considered to be a “beyond point”, your packages may be delivered by Canada Post as an alternative to our standard shipping carrier. In either case, you will be able to track your order from this page, click here. Important note: if you live in a beyond point area, you may experience a delay in receiving your package due the remote access of your area. Please keep this in mind when choosing your shipping option. Ground shipping should be selected for these orders as we cannot guarantee expedited or overnight deliveries to beyond point locations.

What’s the status of my order? How do I track my order?

Once you have placed an order, you can check on its status at any time. To track your order from this page, click here. Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information. If you are shipping to a Canadian PO Box, please track your order using your order reference number on the Canada Post website.

When will my order be shipped? When will it arrive?

If your order was placed Monday through Thursday it will be shipped the same day or the day after. If your order was placed on Friday prior to 3:00pm PST, the order may be shipped the same day; if not it will be shipped on Monday. You will receive an email confirmation once your order has shipped.

NOTE: For consumer protection, all orders are subject for review. On occasion, this may cause a slight delay in processing your order. Your patience is greatly appreciated.

How do I know that my order has been shipped?

When your order has been shipped, we will send you an email with your tracking number and a link to where you can track it online.

What’s the difference between “Order Date” and “Ship Date”?

On most websites, “Order Date” and “Ship Date” are not the same. For example, if you place an order on Friday at 11:00pm PST, your package will not ship until after the weekend. Although most orders are shipped the same or next day, please take weekends and holidays into account when considering the shipping date.

I live in North America. Can I ship internationally?

No. For all international orders the shipping address must be the same as the billing address.

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returns & exchanges

What is your return/exchange policy?

Guests have two options for making a return within 14 days from the delivery date.

1) Unwashed and unworn merchandise may be returned to the ecommerce warehouse warehouse in the same country it was shipped. All hangtags must be attached to the garment and proof of payment must accompany the garment(s) at time of return. All garments are subject to inspection. Shipping costs are not refunded.

2) Unwashed and unworn merchandise may be returned to an ivivva store. All hangtags must be attached and proof of purchase must accompany the garment(s). Shipping costs are not refunded.

Because we don’t always have the same merchandise in stores and online, we cannot accept returns bought in an ivivva store to the ecommerce store.

Please use the most economical shipping method when returning a garment to us. Should you be exchanging an item we will ship the new item to you via Ground service at no extra charge (Canadian and US orders only). If you wish to have the item expedited to you then you will be responsible for the charge.

Returns and exchanges will only be accepted with a completed return form. Log into your account, click on “View Order” and on the following page click on the “Return or Exchange Items” link. Follow the easy steps, print the final page and include it in your return box. All returns must have the Invoice in order to process the return.

Note: headwear, water bottles, items from final curtain call and giftcards are final sale.

Are there any items that can’t be returned/exchanged?

Headwear, water bottles, items from final curtain call and giftcards are final sale.

Where do I ship my return or exchange?

Returns and exchanges must be mailed to the address on our return form and you must use our return form to properly process your return/exchange. Go here, click on “View Order” and on the following page click on the “Return or Exchange Items” link. Follow the easy steps, print the final page and include it in your return box.

How should I ship my return or exchange?

Pack and seal your box securely, in the original packaging if possible. To be properly processed, your return/exchange must include a completed return form. Go here, log in, click on “View Order” and on the following page click on the “Return or Exchange Items” link. Follow the easy steps, print the final page and include it in your return box. You should ship your return/exchange with a carrier who will provide your package with a tracking number to ensure that your package does not get lost. Packages must be returned prepaid. We do not accept COD.

When will my credit card be refunded?

Once your package has been received, your refund or exchange will be processed within 7 business days. If there is a refund due, a credit will be issued in the original form of payment.

The credit may not show up until your credit card’s next monthly billing cycle. You will be notified via email when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

Does ivivva athletica offer price adjustments?

While we offer returns / exchanges on unworn garments within two weeks of purchase, with the original invoice or receipt and with the hangtags still attached, we do not offer price adjustments. Note that underwear, headwear, water bottles, items from final curtain call and giftcards are final sale.

Can I return my ivivva items to a lululemon store?

Unfortunately you can’t return your ivivva items to a lululemon store. Only hemming of ivivva items can be done in a lululemon store.

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