FAQ

Frequently asked questions

Where do I pick up my order?


Ivory Craft Co. is located at 13207 Lundy's Lane, Unit 8, Niagara Falls, ON with pickup's by appointment only at this time. Porch side pickups are located at 55 McColl Drive, Welland, ON anytime using our porch pickup bin.




Do you accept returns?


Unfortunately all custom orders are final sale. No returns or refunds. If you are not happy with your product or experience any issues please reach out to Ivy @ ivorycraftco@gmail.com Blanks may be returned only within 5 days of purchase, no refunds will be made if product has already shipped.




Can I order on Instagram or Facebook still?


Yes! You can absolutley order directly through Instagram and Facebook, only difference is we will manually process your order through our site to add it to our production list and track or iniventory / tax purposes.




How long will my order take?


Currently we are operating on a 5-10 business day lead time for all custom orders. Due to the nature of customizations some may take longer than others. We will notify you via email when your order is ready for pick up or has been shipped out. If you require a rush we offer rush fees for 1-2 day as well as same day pickup / shipping for most items.




How do I care for my products?


Handmade products require additional care instructions to ensure long lifespans. Each order comes with some helpful steps in keeping your product longer. Here are a few we reccommend. Glassware / Tumbler Care: Handwash only, do not soak, do not put in dishwasher, keep out of microwaves, avoid extreme heat, let fully dry. Clothing Care: Be sure to turn garmet inside out, machine cold wash only, use mild detergent, no bleach or softener, no dry cleaninig, regular tumble dry. Also please do not wash the garmet until 24 hours mark to ensure cure time. Decal Application / Care: Clean application area with warm soapy water, let fully dry, roll decal onto transfer, apply, enjoy. ( do not use ice scrapper over decal during winter) Doormat Care: Best used under porch with some cover, do not wipe feet hard on painted surface while rubber based and sealed this can cause the coirs to break and bring lifespan down.




Can I visit the Niagara Falls location?


Sure, we would love to have you stop by our new location, please note we are by appointment only or check our social media page to see when we are there!




What if i dont like my customization?


At Ivory Craft Co. we strive to meet your expectations with all our customizations, which is why we ask for as many details or refrence photos to make sure we are hitting the mark. However sometimes we might not see eye to eye right off the bat, please make sure you express what your looking to have done during our email / messenger chats and that you are happy with the final design because while we will always do what we can to make sure you are happy, customizations are final sale and not refundable.




I dont see what im looking for ?


Hey thats okay, we are always looking for new items to add to our collection.. fun fact 90% of the items we offer were by special request and just stuck! If you dont see what you are looking for please let us know via email, chat, Instagram or Facebook and we will gladly look into if it is something we can do.. always up for any challenge.




Do you take cash?


Sure can, the only catch is the order must be paid in full prior to production, arrangments can be made via email or text 905-650-2823




Can I e-transfer?


We actaully prefer etransfer, to avoid additional fees but credit is always available. All e-transfers can be made to ivorycraftco@gmail.com