Customer Care

All returns must be within 30 days of purchase receipt. A 15% restocking fee will apply to applicable products returned for refund. Shipping charges are non-refundable once performed.

All returns are to be packed in original condition including packaging, accessories and original sales receipt (new, unused). Returns that do not include all components may be returned to the customer or charged on a per item basis.

The customer is responsible for returning shipping back to Ivana Designs LLC, and assumes responsibility for product until receipt at Ivana Designs LLC. Shipping via an insurable carrier is recommended. Any unauthorized shipping charges will be billed to the customer or shipment will be refused.

Where do I ship my return upon customer service approval? 

Once your return request has been approved by our Customer Support team, please ship your item to:

Ivana Designs – Returns
4623 Enterprise Way
Fremont, CA 94538
USA

Please include the following inside your package:

• Your order number
• A copy of your return approval email

After shipping your return, please email us the tracking number by replying to your return approval email. This allows us to monitor your shipment and process your refund as quickly as possible once it arrives at our warehouse.

Important:

• Returns must be approved by our Customer Support team before being shipped.
• Products must be returned in accordance with our Return Policy and, where applicable, in new and unused condition.
• Refunds will be processed after the returned item has been received and inspected.

Please do not send returns without first contacting our Customer Support team, as unauthorized returns may be delayed or refused.

Product has been used/tested/washed, can I proceed with a return? 

Unfortunately, if the product has been used/tested/washed it is not eligible for a return. Alpha products are treated as personal items; therefore due to safety and hygienic practices the product can not be accepted as a return. 

Can I proceed with a return for Kickstarter, Indiegogo or BackerKit pledges/orders?

If you have purchased our products through crowdfunding or survey platform, we highly appreciate your support. All crowdfunding/survey funds are used to place orders and begin production. If you have any issues with your Alpha Pillow we will be happy to assist you and exchange it if needed, unfortunately no refunds will be issued for Kickstarter, Indiegogo or BackerKit orders.

 

To request a return or an exchange contact us via our support system.