Can I change or cancel my order, including editing my shipping address?
Unfortunately, we cannot make any changes or cancellations to your order once it has been placed. In order to get your order to you as fast as possible, most orders are picked, packed, and shipped off in the same day as it has been placed. Once your order arrives you can return your order to us within 100 days of receiving the items. Please visit our returns portal to begin your return process. If you have any further questions, you can email us at firstname.lastname@example.org
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 hold the item and is not yours until purchased. If multiple people have the last item in their cart at the same time, the item will go to whatever order comes in first.
If this happens to you, we can either send you a different color, store credit, or refund your payment method.
Is your product available to purchase anywhere other than the website?
Nope! Any Ibex clothing you may see or have purchased from an outside retailer is a product from the old version of Ibex. All of our current inventory can only be purchased on our website.
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. While we do offer discounts from time to time, 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 email@example.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 exchanged item?
Please visit our returns portal to begin your return. Your order number will begin with EXC-IBX (ie: EXC-IBEX-12345-1).
Can I get a price adjustment for an item I ordered that is now marked at a lower price?
Unfortunately, we do not apply price adjustements to orders placed 48 hours or before a lower price is promoted.
When will my order ship?
Our fulfillment center typically fulfills orders within 12 business hours (excluding items with a later expected ship date). Our fulfillment center is open 9am - 4pm PST, Monday thru Friday. Orders placed anytime after 1pm 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)?
We ship exclusively with UPS unless you order to a PO Box which will ship via USPS.
What are your shipping methods and how long do they take?
Our orders ship from Nevada. UPS Ground should take anywhere from 4-7 business days depending on where the package is shipping to. Please keep in mind that all carriers are currently experiencing delays due to Covid-19. Your tracking link will give you the most updated information. We can't ever guarantee a delivery date.
What are the shipping costs?
Depending on the shipping address, UPS Ground starts at $6.95. 2 day shipping is $15.95 and Overnight is $25. We offer free shipping on orders over $75.
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 will also be sent a tracking number in your 'Shipment Confirmation' email.
Why didn’t my coupon or discount apply to my order?
Unless otherwise states on marketing emails, our discount codes must be entered manually at checkout and cannot be combined with any other discounts codes. If there is an automatic discount applied to your order, you can choose to remove it and apply the one you have instead if it benefits your order in a better way.
Do you ship to Canada or countries other than the USA?
Unfortunately, at this time we are only shipping within the US. We hope to add international shipping, including Canada, to our website as soon as possible.
My order said it was delivered but nothing arrived on my doorstep. What should I do?
Please contact customer service at firstname.lastname@example.org and we will help you out.
What happens if my order was returned to sender?
For any "Return to Sender" packages or delivery issues, please email email@example.com and we will re-ship your order out or refund you if we do not have the items in stock.
RETURNS AND EXCHANGES
What is your return policy?
We have a free 100-day return and exchange policy on items that are visibly unworn, unwashed, and in like-new condition.
How can I make a return or exchange?
Please visit our returns portal to begin your return or exchange process. Your reference number begins with IBX or EXC-IBX (if you are returning an exchange).
What is your "Shop Now" feature?
Our returns page also allows you to "Shop Now" instead of returning for a full refund or store credit. If you select our Show Now feature, you will also be given a $10 credit but the credit will only be given if 1) you create a new order right then and there on our returns site and 2) your new order total exceeds the amount of the original purchase. **If your new order total does not exceed the amount fo the original purchase OR you use less than the $10 credit, you are not owed any additional refunds or credit. You must use the entire $10 credit in that new order to receive it.
Can I return for store credit instead?
Yes, you have the option to return your order for either a full refund back to the original form of payment or for store credit in form of an e-gift card that will be emailed to you.
Do I have to pay for my return label?
Nope! We offer pre-paid UPS return labels that you will receive once you submit your return through our returns portal.
Can I use my own return label to send back my return?
No. If you go to the post office and send us back your items without going throgh our returns portal, we will have no way of knowing and you will not receive your refund or exchange. Our system is all automatic and you must go through the returns portal to do so. Please only use the pre-paid UPS return label we provide.
I have two separate orders I'm returning. Can I combine them into one package to save on costs?
Please do not combine different orders into one package / return label. If returning multiples orders at once, please follow the steps for each order # and ship them separately using their respective pre-paid labels provided.
How can I track my exchange order status?
One your return has been accepted back to our warehouse, your exchange order will ship and you will receiving a shippig notification via email with your new tracking number.
Are any items on your website not eligible for a return?
Yes. Any items that are altered, washed, worn, or damaged will not be eligible for refund or credit unless approved by our team.
Any item marked as final sale will not be accepted for a refund.
Our Face Masks are not eligible for returns due to safety precautions.
My item became damaged after one wear/wash. Can I return for a replacment?
Though rare, if you find that your item is damaged after one wear or wash, please email us at firstname.lastname@example.org with your IBX order number, which product is damaged and an explanation of what the damage is, as well as photos of the product. We will come up with a solution to ensure your satisfaction.
When will my return be processed?
Once your label is scanned by UPS as 'delivered' at our warehouse, please allow 1-2 days for our team to inspect your product and for your refund to appear back into your bank account.
What size am I?
See our sizing details by product outlined on all of our product pages. If the size chart is for an incorrect product, please contact our team and let us know and we will send you the correct one.
Will you be getting any product back that you used to make pre-2017?
While we can't guarantee which exact products we will be launching in the near future, we can say that many of them will be past favorites. When we relaunched Ibex, we had to start with the basics (and could only choose to release with a fraction of the 250+ SKUs the old Ibex had) while also wanting to launch with some new products. We know there are many customers wanting a product from Ibex 1.0 so we hope we can accommodate this in the near future.
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.
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 email@example.com with “Damaged product” in the subject line.
My old Ibex product is showing wear. Do you have a repairs program?
We're so sorry to hear your older Ibex product is showing wear. Unfortunately, we do not have any seamstress on hand to fix your item. While would like to have a repairs program in the future, it is not something we can offer right away, though we are working towards that as a goal. However, we encourage you to support your local tailor in your community (which is also much more carbon neutral)!
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.
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 now based in Boulder, CO with a small team working remote from New York to California.
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.
Do you have a phone number?
Unfortunately, we do not have a phone number that you can call at this time. Our customer service team, though small, receives all emails via firstname.lastname@example.org and will help you with any questions or concerns with 12-24 hours from sending your email.
Do you sell wholesale?
Currently we are direct to consumer only. We hope to sell our items to wholesalers in the near furture
Will there be another pro-deal program? How do I sign up?
Ibex has plans to include a 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 email@example.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 firstname.lastname@example.org.
How do I stop receiving marketing text messages?
Simpy reply STOP to the text messages to unsubsribe.