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Frequently Asked Questions

Most frequently asked questions and answers about ivykiss.com.

  • Your Year, Your Benefit Event Guidebook
    Please download the event guidebook for detailed information. Copyright © Ivykiss *This guidebook's content is safeguarded by copyright held by Ivy Beauty and Red Beauty. Any form of reproduction or republication of this file is strictly prohibited by applicable laws.
  • What is "Your Year, Your Benefit" event?
    "Your Year, Your Benefit" Event is a customer appreciation event hosted for our valued Ivy Beauty and Red Beauty customers. If you place order(s) above $1,000 through salesperson, ivykiss.com, or other sales channels (Fax, Email, Telemarketing, etc) during the participation period (1/1/2024 - 11/30/2024), you'll earn raffle ticket per each order. At the end of the year, we will draw to select 374 winners for reward. Total of $45,000 worth of prizes awaits their rightful winner...! For more details, please visit the Your Year, Your Benefit event page.
  • Are physical tickets provided for raffle tickets?
    No, raffle tickets are e-tickets that can be confirmed on ivykiss.com. Even if you place an order through a salesman, physical coupons will not be issued.
  • How can I find my 'Your Year, Your Benefit' raffle ticket?
    Go to "My Ivykiss > My Reward" on ivykiss.com!
  • Why did I not receive my raffle tickets yet on my order?
    Raffle ticket number gets updated EVERY THURSDAY. Please note that it will be reflected after billing process (2-3 business days). You can check your raffle tickets on ivykiss.com > MY REWARD page. If you have any issues, please contact our customer care team (NY: 516-621-9779 / LA: 323-887-8861).
  • I have multiple stores. How are raffle tickets updated in this case?
    If you have multiple stores, the raffle ticket accumulation criteria are applied separately for each store. However, ivykiss.com > MY REWARD page*, all the raffle tickets you have will be combined and displayed together. *Updated every Thursday Please note that it will be reflected after the billing process (2-3 business days). If you have any issues, please contact our customer care team (NY: 516-621-9779 / LA: 323-887-8861).
  • I hold a wholesale account. Am I eligible for participation in this event?
    Regrettably, the '2024 Your Year, Your Benefit Event' does not extend eligibility to wholesale accounts. Please keep an eye out for upcoming promotions and events in the future.
  • How are the winners selected?
    The winners will be selected through a draw using the certified drawing program 'UniPicker', based on all the raffle tickets issued for orders placed between January 1st and November 30th, 2024. Details about the draw will be announced in December.
  • How do I sign up for ivykiss.com?
    If you are a new ivykiss user, please contact our customer care team (NY: 516-621-9779 / LA: 323-887-8861) and receive your ID/PW information. If you are an existing ivykiss user but have trouble while logging in, please look at below questions on retrieving ID/PW.
  • I forgot my ID. Where can I find it?
    Your account number is your ivykiss.com ID. If you forget your account number, you can find it on your invoices! Please look at the Interim Invoice in shipment or your e-mail inbox for a PDF version. If you still have trouble, please contact our customer care team (NY: 516-621-9778 / LA: 323-887-8661).
  • I forgot my PW. Help!
    Step 1. Go to ivykiss.com and click "Forgot your password?". Step 2. Input your account number* and complete reCAPTCHA for security check. Step 3. Find a password reset link in your email inbox! *You can find your account # on your invoices. Please look at the Interim Invoice in shipment or your e-mail inbox for a PDF version. If you still have trouble, please contact our customer care team (NY: 516-621-9778 / LA: 323-887-8661).
  • How can I get my user authorization code? (password retrieval)
    Please call our customer care team (NY: 516-621-9778 / LA: 323-887-8661) and speak to a representative.
  • How can I change my shipping address?
    You can contact your local sales representative or our customer care team (NY: 516-621-9778 / LA: 323-887-8661). Report a change of address and fill out the credit application form.
  • What do I do if I have trouble submitting my order?
    Please contact our customer care team (NY: 516-621-9779 / LA: 323-887-8861) and speak to a representative.
  • What is the minimum amount of order to get free shipping?
    You can get FREE SHIPPING on orders of $500.00 or above! ( Effective from 5/1, Free Shipping minimum order amount has increased due to the company's policy change)
  • What do I do if I want to add new items/testers or item sets to my order?
    You can contact your local sales representative on set Items with display or our customer care team (NY: 516-621-9779 / LA: 323-887-8861) on new items/testers.
  • For the items that have been changed in style and have not been updated on ivykiss.com, how do I make sure that I'm ordering the newest style?
    Please contact our customer care team (NY: 516-621-9779 / LA: 323-887-8861) and speak to a representative. They will be happy to assist you!
  • If I find any of my item shipped damaged, do I get the replacement or refund? Who do I need to contact in this case?
    So sorry to hear that! Please contact our customer care team (NY: 516-621-9778 / LA: 323-887-8661) and report the situation. We must receive the report within 5 days upon delivery to process it correctly. Your damaged items will be credited or replaced in a proper way.
  • I am missing items from my shipment
    So sorry about that. Please contact our customer care team ASAP. We must receive the report within 5 days upon delivery to process it correctly.
  • How do I check this month's promotion or if a certain item is on promotion?
    You can view all promotional information by clicking "Sale & Offers" in the menu or "Sale & Offers" tab on ivykiss.com. You can also sign up for text messages to stay on top of our promotion alerts!
  • How do I know if promotion items discount % is applied?
    Promotion discount % may not be applied directly to your checkout due to multiple unforeseeable issues (e.g. Backorder, etc.). But do not worry - they will be applied automatically to your invoice. If you have any further questions, please contact our customer care team (NY: 516-621-9779 / LA: 323-887-8861) and speak to a representative.
  • How can I track my order?
    Once your order has submitted, a shipping confirmation email will be automatically sent with your order information for UPS Tracking.
  • How do I check the shipping status of my order?
    You can go to MY ACCOUNT on ivykiss.com (top right corner) and click MY ORDERS in the left column to view your shipping status.
  • What is the minimum amount of order to get FREE shipping?
    You can get FREE SHIPPING on orders of $500.00 or above!
  • How do I check the shipping status of my order?
    You can go to MY ACCOUNT on ivykiss.com (top right corner) and click MY ORDERS in the left column to view your shipping status.
  • I didn't receive my order yet... why?
    Please check if you have received a shipping notification in your email inbox. Also, make sure all your payments are processed on time. Any account that has payment overdue of 45 days or more, next order will not ship until payment matter is settled.
  • I received items that I did not order.
    We are so sorry about your inconvenience. Please provide a clear image of UPS label & QR code on the box to our customer care team. We'll arrange for the correct shipment in one-stop.
  • I have missing items from my shipment
    So sorry about that. Please contact our customer care team ASAP. We must receive the report within 5 days upon delivery to process it correctly.
  • General Return Policy
    All received returns cannot be returned back to the customers.
  • What is your return policy on orders through local salesman?
    No returns are accepted without return credit memo created signed by our salesman.
  • When will I receive my return credit?
    All return credit will be given AFTER the merchandise has been received and processed by our warehouse. This process may take 3-4 business weeks. NOTE - All returns within 12 months of invoice date will be subject to a charge of 30% restocking fee on return with retailer’s price tag on it and 20% without it. - No returns shall be accepted on any merchandise more than 1 year from the invoice date. - All prices, promotions and other information are subject to change without notice. Ivy Beauty is not responsible for any typographical errors. - No returns will be accepted for the purposes of credit balance reduction.
  • Is there any restrictions to returns?
    No returns shall be accepted on any merchandise more than 1 year from the invoice date. NOTE - No returns will be accepted for the purposes of credit balance reduction.
  • How can I change my bank account information for ACH Payment?
    Contact your local sales representative or our credit team (NY: 516-621-9778 / LA: 323-887-8661) and let us know of any changes. You will be asked to complete the ACH agreement form and provide a voided check of new account. It takes 2-4 business days for our system to be updated.
  • Where do I send my payment?
    You can send the payment to either New York Headquarters or California office. • NEW YORK OFFICE: 25 HARBOR PARK DR., PORT WASHINGTON, NY 11050 • CALIFORNIA OFFICE: 5564 E. 61ST STREET, COMMERCE, CA 90040
  • Are the payment term days caculated from the date of invoice?
    Yes. The days of payment term (15 or 30 days) are calculated from the date of invoice.
  • How can I change my payment term?
    You can request payment term change to your local sales representative. Your sales representative and our credit team will review your payment history prior to making any changes to your payment term. If your account was previously based on prepaid-term or if there is lack of payment history, our credit team may request references (minimum 3) prior to making any changes to your payment term. Once the change to your payment term is completed, our credit team will inform you.
  • Is there any way to avoid the fee when I pay with credit card? What can I do to avoid 3% credit card fee?
    There is a payment method called ACH (Automatic clearing house). ACH is an electronic payment system that is processed by using your bank information. It’s an alternative way of writing a paper check that is convenient and safe way of electronic payment. ACH transaction will occur on the day of your request. Any incident associated in the process of ACH payments will be corrected as soon as discovered/notified without any delay.
  • Who should I contact if I have a question about the procedure of payment?
    You can contact our credit team (NY: 516-621-9779 / LA: 323-887-8861) to speak to a representative.
  • How do I earn IVYKI$$ Points?
    Earn 1 point for every dollar you spend! $1 SPENT = 1 POINT Points will be added to your reward balance after buy product, checkout order.
  • *** WAYS TO EARN IVYKI$$ POINTS ***
    • Place your 1st order on ivykiss.com, earn 500 points • Sign up for ACH Auto Payment, earn 100 points (one time only)
  • How do I use IVYKI$$ Points?
    You can use points for any purchase(s) on ivykiss.com. 100 Ki$$ point = $1 Example) 500 Ki$$ Point = $5 1,000 Ki$$ Point = $10
  • Do my IVYKI$$ Points expire?
    Yes, IVYKI$$ Points will expire 1 year after the original issue date. You can find all your IVYKI$$ Points history in MY REWARD's "Recent Transactions" (bottom of the page) on ivykiss.com
  • How do I fix a wrong entry on my IVYKI$$ Points?
    Please contact our customer care team (NY: 516-621-9779 / LA: 323-887-8661).
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