GET IN TOUCH

We believe in actions, not just active wear. That’s why we’re committed to leading the charge for ethical apparel and amplifying the message to buy less but better. We know you care what you wear as much as we do, so join us on the journey. Let us know if we can help answer any questions.

hello@ibex.com


FAQ

ORDERS

Can I checkout as a “Guest”, rather than signing up for an Ibex account?

Yes, you can checkout as a Guest. However, signing up for an Ibex account allows for a much quicker checkout, as it stores your details for future purchases.

 

Can I change or cancel my order?

We are unable to edit an order once it’s been placed. If your order has not been packed or shipped yet, we may be able to cancel it and allow you to place a new order.  To check on the status and see if you can cancel your order, please email hello@Ibex.com with your order number.

If your order has already been packed and/or shipped, we are unable to turn it back around. Once you receive the gear, you may make any necessary returns or exchanges.

 

Can I change my shipping method or delivery address after the package has been shipped?

Since our fulfillment center gets to your order so quickly, changes to shipping addresses can rarely happen. If you made an error or need to adjust your order, please email us at hello@ibex.com so we can help with an alternate solution.

 

An item I ordered went out of stock after I ordered it; what happened?

Although this rarely happens, it is a product of e-commerce. While our website inventory is constantly updated, simply adding to cart does not take an item out of inventory. If multiple people have the last item in their cart at the same time, the 1 piece that is left will go to whatever order comes in first.

We try to be as proactive as possible regarding this occurrence. If this happens to you, we can either send you a different color, some store credit, or refund your payment method.

In order to qualify for that pricing, the items purchased must be in the same order.

If you're unsure about whether you qualify, please reach out to hello@ibex.com.

 

Is your product available to purchase anywhere other than the website?

No 

 

Do you have any promo codes?

We price our garments with their proposed value in mind - meaning, we don't overprice with the intention to discount. which is a very uncommon idea in our industry.  You will rarely, if ever, stumble upon discounts, since we're confident that our prices reflect the value that you'll receive from that garment.

 

My payment was declined. What do I do?

If your payment was declined your order was not created. Try other payment methods.

 

Do you take Afterpay or Klarna?

Yes, we use Klarna. Please see details upon checkout.

 

My order arrived and it’s the wrong item / size. What do I do?

Please email hello@ibex.com with the subject line WRONG ITEM / SIZE RECEIVED and we will get back to you asap with a solution.

If an item says “Your selected size/color is out of stock” can I order it and put it on backorder?

Unfortunately, no, we cannot accept backorders.

 

How do I return an item I already returned for exchange?

If you need to return an item that has already been returned for exchange once, please email us at hello@ibex.com.

 

Can I get a price adjustment for an item I ordered that is now marked at a lower price?

We’re happy to issue store credit for any price difference given that the order for the item(s) was placed within 7 days of the price change. To get the store credit, please email us at hello@ibex.com with your order number.

SHIPPING

When will my order ship after placing the order?

Our fulfillment center typically fulfills orders within 48-72 business hours (excluding preorder/presale items). Our fulfillment center is open 9am - 4pm PST, Monday thru Friday. Orders placed anytime after 11am PST will usually be shipped the following business day and orders placed on the weekend typically ship on the following Monday or Tuesday.

Once your order has shipped, you will receive a shipping confirmation with your tracking number.

 

How will my order ship (carrier)?

Please see our shipping page to learn more about our different shipping options.

 

What are your shipping methods and how long do they take?

Next day shipping orders placed before 10am PST are processed the same business day. Next day shipping orders placed after 10am PST are shipped on the following business day. Economy and express orders are processed within 1–2 business days.

Economy orders shipped within the continental US will take 4–7 business days to be delivered, while shipping to US Territories, and APO/DPO sites will take 2–4 weeks for delivery.

Standard shipping to Hawaii and Alaska will take 3–4 business days to be delivered.

We also offer two faster shipping options via FedEx.

Express US shipping takes between 2–3 business days.

Next day US shipping takes 1–2 business days.

What are the shipping costs?

Please see our shipping page for costs. 

 

What if my billing address is separate from my shipping address?

No problem. You will be prompted to enter separate details for shipping and billing addresses at checkout. If the addresses are the same, you can specify that too and avoid entering your details twice.

Can I ship to International/APO/FPO addresses?

No, our UPS shipping service can only ship to a physical shipping address within the US.

 

How can I track my current order placed on www.ibex.com?

Once your ibex order has been shipped, you can track it by logging onto your account and viewing the shipment and tracking information shown in your order history. You will also be sent a tracking number in your 'Shipment Confirmation' email.

 

Why didn’t my coupon or discount apply to my order?

Coupons must be entered at Step 2 of checkout and cannot be combined with any other discounts or coupons. If the discount or coupon was not applied, please email us at hello@ibex.com.

 

Can I ship to International/APO/FPO addresses?

No, our UPS shipping service can only ship to a physical shipping address within the US.

 

My order said it was delivered but nothing arrived on my doorstep. What should I do?

Please contact customer service at hello@ibex.com and will look into what may have happened.

 

What happens if my order was returned to sender?

For any "Return to Sender" packages or delivery issues, we'll issue you a refund when your package is received in our warehouse.

Sadly, we're unable to reship packages once they leave our facility. Your tracking info will show you detailed info and you may reach out to them for into and try to intercept and schedule a pick up at your local office.

RETURNS AND EXCHANGES

How can I make a return or exchange?

Start by visiting our Online Returns Center. You can either print a shipping label and drop off at the carrier listed on the label. You will receive an email when your return is received and your refund has been processed.

How can I track my exchange order status?

Once your exchange order has been shipped, you can track it by logging onto your account and viewing the shipment and tracking information shown in your order history. You will also be sent a tracking number in your Shipment Confirmation email.

 

What's your return/exchange policy?

We have a 100-day return and exchange policy. All refunds will be issued back to your original payment method, wherever possible. In the unlikely event that your authorization period has ended, we will issue a PayPal credit. Previous Generation and Heritage Classic* items are final sale. 

We understand that while we trust that our products are designed, produced, and manufactured in the best way possible, there's always room for improvement.  We want you to be 100% happy and understand it may take our community a few tries to find that perfect fit, feel, and aesthetic exactly for you. We offer free shipping, returns, and exchanges on any item that has not been used or altered as a favor for your support, understanding, and flexibility.

 

If you need to make a return or exchange and are in the U.S., you can do so directly from your online account. Please note, to initiate returns/exchanges, an online account is required.

If you have any issues please email us at hello@ibex.com.

 

Any items returned that are altered, washed, worn, or damaged will not be eligible for refund or credit, and item will be forfeited.

 

Can I get a refund for a damaged item that I’ve worn?

We are unable to accept returns for items that have been damaged via dry-cleaning, faulty care, accidents, etc.

 

For items that has been damaged as a sign of manufacturing defect or faulty quality (though rare). If this happens to your gear, please email us at hello@ibex.com with the following information:

Your first and last name used to order

Your order number for the damaged gear

Description of the damage

Photo(s) of the damage

If this happens, we can help with either getting a replacement item or repairing the damaged item.

 

Can I return an item that is used and undamaged?

You’re more than welcome to try on the gear at home and decide if you like the gear, if not, then the gear is still returnable.

We typically cannot take back merchandise that has been used. Note the term “used” meaning for the gear’s intended purpose, such as wearing to work, for a weekend getaway, or out to dinner. Taking the gear for a “test-drive” then deciding you don’t like it or would like a different color is not permitted. If you have any questions, please email us at hello@ibex.com.

 

Do I have to pay for my return label?

We offer free shipping, returns, and exchanges on any gear that has not been used or altered/tailored as a favor for your support, understanding, and flexibility.

 

When will my return be processed?

Please allow 5-7 business days for our warehouse to inspect your return and process your refund or exchange.

PRODUCT QUESTIONS

What size am I?

See our sizing details by product outlined on all of our product pages.

  

What is an Ibex Heritage Classic?

Ibex heritage classics are traditional Ibex products from Ibex’s original collection. This collection features the remaining items from past generations—now available** as priced until they’re gone for good*.

 

*All sales are final because these products won’t be making a comeback.

**Sizing and colors for Previous Generation products will be limited.

 

What are Bundles?

Bundles are 3 items of the same category (3 SS shirts, 3 LS Shirts, 3 pairs of socks etc.) by adding 3 pair to your bag we will provide you with a 15% discount on those items.

Please note, bundle discounts cannot be combined with any other discounts, including Previous Gen items.

 

Will you be getting any product back that you used to make pre-2017?

We will be bringing back some of our classic favorites as well as some Heritage Pieces. We are also focusing on bringing some exciting new products that can be worn from the mountains to the subway.

 

Why don’t I see my review online?

While we’d love to include any and all reviews, all submissions must adhere to the guidelines below before it is approved. Approval can take up to one to two weeks. We reserve final judgement on the approval and denial of all reviews.

Advertising Reviews - While we appreciate and welcome company collaborations, we do not permit paid/fake reviews for ours or other company’s products. Reviews that post unwarranted promos for other products or companies will be rejected.     Inappropriate Material - We do not approve any reviews with profanity, personal or other people’s sensitive information, hate speech (including my not limited to religion, sexual preference, race, and religion), offensive material, or threats.     Incorrect Product - Reviews for incorrect/unavailable products may be removed or relocated to the correct product page as needed.

PRODUCT CARE

How do I wash or clean my Merino wool?

The  beauty of Merino wool is that it requires less wash and care. We recommend you only wash when needed. We recommend that you wash your Ibex on a normal warm or cool machine wash cycle with regular powder detergent. Detergents should not contain softeners. Wash on a ‘normal’ wash cycle to ensure full rinse out of detergent. Don’t use fabric softener or bleach. Separate lights and darks as usual. Also, do not expose any Ibex garment to heat and do not tumble dry. Line dry or lie flat in the shade. Do not iron.

 

Does Ibex clean, fix, or tailor any product after I’ve purchased and worn it?

Ibex does not fix, clean, or tailor any post purchased products. If a product arrives damaged, please email us at hello@ibex.com with “Damaged product” in the subject line.

 

Can I use fabric softener?

We don’t advise it. Using softeners will coat the fibers and reduce their natural ability to breathe and thermoregulate.

 

Can I put my Ibex in the dryer?

We don’t advise it. You can put your socks in the tumble dryer however it’s best to line dry them.

 

Can I dry clean my merino?

Some garments are suitable. Check the care instructions for all garments on the care page of the website or on the interior label.

 

Can I iron my merino?

Merino is best left unironed. The natural Merino bounces back into shape easily after washing, so you may find that you don’t need to iron your merino at all. Instead allow the creases to fall out naturally.

 

Can I bleach wool products?

No – chlorine will destroy merino wool fibers

 

Pilling: How to prevent it and how to treat it?

Pilling is a natural process that can occur when shorter fibers are working their way to the surface of the fabric.

The best way to avoid pilling is to wash your Ibex garment within three wears.

 

Garments and Odor

Wool’s natural ability to manage moisture means odour-causing bacteria are stopped in their tracks. There’s no need to carry a separate laundry bag while travelling (or risk quarantining your suitcase). And you’ll get more than one wear from your shirt.

We strongly recommend that you only wash your garments on a normal cool or warm wash cycle with regular washing powder. Hand washing can enable a residual build-up of perspiration which could contribute to an odor problem.

SOURCING QUESTIONS

Where are the products sourced?

At Ibex, we continually strive to improve our environmental performance by partnering with like-minded supply chain companies all over the globe. For this reason we subscribe to the following standards.

Source Australia and New Zealand wool with Responsible Wool Standards accreditation.    

Blue Sign certified technologies whenever possible.    

Partner with materials suppliers who continually innovate to reduce their use of natural resources and minimize chemical impacts.    

Avoid Synthetic Microfiber Pollution    

Choose Quality without compromise    

Partner with the Renewal Workshop for all returns and exchanges that cannot be resold    

Recycle and reuse materials whenever possible    

Use of post-consumer recycled, FSC certified, and or compostable materials for all of our packaging

 

Do you make products in the USA?

Some of our products are made in the USA, however, not all of them are. We ensure anyone who works on IBEX products does so in a fair, safe, non discriminatory and empowering workplace. We are committed to sustainability and transparency in our supply chain.

 

Are you still based in Vermont?

We are no longer based in Vermont but we have dedicated and passionate employees all around the world including Vermont working to contribute to the Ibex community.

 

How do you select your manufacturers and supply chain partners?

We believe in actions, not just activewear. That’s why we’re committed to leading the charge for ethical apparel and amplifying the message to ‘buy less buy better. We care what you wear which includes how we make it. Our mission drives our partnerships.

 

Quality and Integrity:  We make the best products in the best possible way and will not sacrifice our principles for expediency, be hypocritical, or unscrupulous. In looking for quality sourcing partner we look at capabilities, machinery and skills. We evaluate if they have what it takes and if we are willing to invest in the equipment and training.

Transparency: From the sourcing of our raw fiber to final product consumers can follow to the source and to be part of the dialogue.

Respect: We ensure everybody who works on Ibex products, wherever they are, does so in a fair, safe, non-discriminatory and empowering workplace.

Sustainability and Stewardship: From cradle to cradle we pursue higher environmental standards for our products and are in pursuit of a net neutral carbon impact.

Mindset over Skill Set: Mindset separates the best from the rest. The right mindset drives performance, innovation and relationships over transactions. We partner with those willing to invest in our future by providing exceptional service and quality.

WEBSITE

How can I change my username and/or password?

You can edit your account details at the My Account page.

OTHER

Do you sell wholesale?

Currently we are direct to consumer only.

 

Will there be another ambassador program? How do I sign up?

Ibex has plans to include an Ambassador and pro deal program in the future however, we currently are not offering this program. Please check back as we grow.

 

Do you have a PR contact I can connect with?

Please contact hello@ibex.com with any PR requests and we will respond as soon as we are able.

 

How do I remove myself from your mailing list?

Each email you receive from us has an “unsubscribe” link at the bottom of the email that will remove you from our email list if you click on it. You can also email us at hello@ibex.com.

 

How do I find out about employment opportunities with Ibex?

We are always on the lookout for great employees. Please email your resume to hello@ibex.com.