Order changes and delivery support
Ivontra · Garden with intention
Contact us as soon as you notice a mistake
Email service@ivontra.com with your order number and the email address used at checkout. Explain the exact change you need, such as a corrected shipping address, an item question, or a cancellation request. Send the request promptly because preparation and dispatch can limit what can be changed. A sent message is not confirmation that the order has been amended or cancelled. Wait for our reply before relying on a requested change.
Address corrections
Check the recipient name, street and unit number, city, state, ZIP code, and contact details before placing an order. If any detail is wrong, tell us which part needs correction and provide the complete replacement address. Do not send a payment card number or an account password. Once a parcel is with a carrier, a change may be unavailable or may depend on that carrier. We cannot promise a redirection simply because a request has been received.
Preparation and dispatch
The standard preparation estimate is 5–10 business days after order confirmation and receipt of needed information. Carrier transport begins after dispatch and is a separate stage. A tracking number may be assigned before the first carrier scan appears. Check the Shipping Policy for the complete planning window and fee rules. If the expected preparation period has passed without an update, contact us so that we can check the status rather than assuming that a tracking delay means the parcel is lost.
Tracking and delivery problems
Use the tracking link provided for the particular shipment. Carrier scans can appear at different intervals, especially around handovers and public holidays. If a parcel is marked delivered but cannot be found, check the delivery location and ask household members or the building reception where appropriate, then contact us with the order number and tracking reference. Report damaged packaging or an incorrect item with clear photographs and keep the packaging while the issue is reviewed.
Cancellation and returns
We will check whether a cancellation can be made at the current stage. If an item has already been dispatched, the return process may apply instead. A return request may be made within 30 days after receipt under our Return Policy, subject to applicable mandatory rights. Contact us before shipping a return so that the request, item, and destination can be matched. Read Return Policy and Contact for the information to include.