Merchandise Store FAQ’s and Contact

FAQ’s for the Her Interactive Merchandise Store

Please note that all support for Merchandise Store accounts and purchases is handled by Merchandise Store Support at Ivoke. Tech Support does not have access to your Merchandise Store account. Contact support@ivokelife.com for help with your Merchandise Store order.

1.  Can I change my order after I have placed it?

If you decide you want to change something after you’ve added it to your shopping cart, but before you check out, there is no problem. Simply click to edit product in your cart, and you’ll be able to make any changes you want.

Once you’ve completed your order, our automated manufacturing process immediately sets your product for printing. Because we strive to deliver all our customers their finished quality product as quickly as possible, we are unable to accept changes to an order after an order has been placed.

2.  Who does the customer contact for Customer Service?

Please send all customer service inquiries to support@ivokelife.com

3.  How does the customer track their order?

You will receive an email with a tracking number when your order is shipped. Orders ship within 2 to 3 business days from order acceptance.

4.  What is the return policy?

Ivoke™ is dedicated to providing our customers with complete care and assistance. If we can assist you with your return we will do our best to accommodate you.

We recommend that you inspect your shipments promptly upon receipt of order and mark any damages on the carriers receipt. Merchandise may be returned within 30 days of receipt of goods and are subject to the terms and conditions outlined below. Please contact customer service (support@ivokelife.com ) for a Return Merchandise Authorization (RMA) number before making any returns.

• Order Inquiry: Contact customer service at support@ivokelife.com for inquiries or problem orders.
• Damage: Damage to product (non-shipping related), incomplete order, mismatched order, missing order, wrong product: Contact ivoke™’s customer service and provide original order ID and date submitted. Remake orders will ship via an expedited method. ivoke™’s customer service will contact customer to confirm that the reproduced item has shipped.
• Consumer error: wrong size, color, product selected, customer changing their mind is not the responsibility of ivoke™ and we regret that we cannot be held responsible for such claims.

5.  What payment methods do you accept?

Credit cards: American Express, Visa, MasterCard, Discovery

6.  How will this purchase appear on my credit card statement?

User authorizes Ivoke™ to process payment for orders at the time orders are placed. This means User’s credit card will be authorized and charged at that time. Orders will be fabricated and shipped within five business days of order acceptance. Shipping may take up to five business days.

7.  What shipping methods are offered?

Customers can choose from three shipping methods:

• Standard Shipping: Once manufactured, Standard Shipping will take 3-5 business days for Continental US, 3-7 days for Canada and 3-10 days for Non Continental US locations.
• Expedited Shipping: Once manufactured, Expedited Shipping will take 2 business days.
• Next Day Shipping: Once manufactured, Next Day Shipping will take 1 business day.

8.  Do you offer international shipping?

International shipping is currently available to Canada.

9.  Is sales tax charged on all orders?

We charge sales tax for shipments to CA, IN, MN, and PA.

10.  What is the cutoff time for placing overnight or 2-day shipping orders?

Orders received before 2:00 pm PST along with expedited ship method will ship within 24 hours.