We’ve done our best to provide answers to the questions we get asked the most on this page. If you can’t find your question below, please contact us and we’ll get back to you as soon as we can.
|ordering and payment||returns and exchanges|
|privacy and security||community|
|#ivivva photo sharing||my account|
what is the best way to wash my ivivva gear?
We want you to have the freedom to treat your clothes with the same tough love you give at practice. To get the most out of your gear, we recommend that clothes are machine-washed cold and hung to dry. If you’re in a rush, you can toss your gear in the dryer on tumble low. Find out how best to care for special fabrics and bright colours.
will lululemon offer alterations on ivivva pieces?
Yes, a guest can purchase an item from ivivva and have complimentary hemming done through their local lululemon store.
can I have my pants hemmed in stores if I bought them online?
Yes, you can bring your ivivva pants to any one of our ivivva stores (or lululemon) for complimentary hemming.
what are the technical features of ivivva garments?
You can read all about our gear on the fabrics and technologies page. If you come across a funny word like “Cuffins™” or want to know why a “dropped hem” is a good thing visit the ‘a’ to ‘z’ of product features .
are the products on the website the same as in the stores?
Yes, although our website may have a different assortment than a store in your area, the products are the same. Find an ivivva store in your area. See you soon!
why are products available on the Canadian site but not on the US - or vice versa?
So you don’t have to pay duty fees, ivivva has two warehouses – one in Canada and one in the US. Sometimes our product is not stocked the same in each country, which means the product we offer online will sometimes be different.
what does ivivva make its clothing from?
We use multiple technical fabrics for our various lines of clothing. Please visit fabrics and technologies for more details about our fabrics and their awesome properties.
how can I give feedback about ivivva products?
We are always listening to feedback and ideas from girls to create exactly what she needs. Each ivivva product is intentional and designed specifically to help girls perform at their best in their various activities. Share your ideas, design tips or feedback at help us design .
can I order ivivva clothes over the phone?
Absolutely. Order over the phone by calling our Guest Education Centre at 1.877.263.4966.
can I change or cancel my order?
We are unable to change or cancel an order once it’s been placed. If you're having second thoughts about your online order, please call our Guest Education Centre at 1.877.263.4966 or email firstname.lastname@example.org so that we can work on a resolution with you.
where's my order?
Once you have placed an order, you can check on its status at any time using the order reference number that can be found in your confirmation email.
what are my payment options?
We accept Visa, MasterCard, American Express, PayPal and ivivva gift cards. Please note that we do not accept credit card gift cards and we cannot split payments between credit cards.
will my credit card be charged immediately?
No, a pre-authorization will be placed on your credit card that will identify and tag the money for your order. Your credit card will not be charged until your order has shipped. We'll send you an email to let you know when this happens.
what currency is the site in?
Prices on the Canadian site are in Canadian dollars. All dollar amounts on the US/Int'l website are presented in US currency. If you are ordering with a Canadian credit card on the US/Int'l website, the charges to your credit card will reflect the current exchange rate from CAD to USD. Additionally, your bank may charge you an international transaction fee for these orders. For more information, please check with the bank that issued your credit card.
What are your shipping fees for Canada and the US?
We offer complimentary ground shipping for orders within Canada and the US. Shipments outside of Canada and the US will be subject to import duties and taxes, which are the responsibility of the recipient. Since duties and taxes vary by country and by what was ordered, we are not able to supply an estimated cost. Please view the international shipping chart below for more info.
Shipping for International Guests Flat rate $30 USD* to:
|Bahrain||Germany||Korea, Republic of||Norway||Switzerland|
|Bermuda||Greenland||Latvia||Poland||United Arab Emirates|
|Cayman Islands||Hong Kong||Lithuania||Puerto Rico||Virgin Islands, U.S.|
*We are excited to offer international guests a flat rate international shipping fee of $30 on orders shipped to the countries listed in the chart above. Please be aware that shipping charges do not include international taxes or duties. Contact the customs office in the destination country for information about any applicable duties or taxes. If an order is placed on ivivva.com and then refused, you will be responsible for the original shipping costs, as well as any duties, taxes and/or customs charges that were incurred in shipping the package. These amounts will be subtracted from your merchandise refund. We’ve made every effort to minimize our international shipping charges. We only charge our cost for these services and do not make any profit on our shipping services to international customers. Also, we are required by law to disclose the full value of the package contents and cannot alter this value. Please note we only accept PayPal and American Express for orders shipping to Indonesia.
Keep in mind that when you are ordering internationally, your bank may charge you an additional international transaction fee for orders. We cannot estimate what these charges may be. For more information, please check with the bank that issued your credit card. Please note we only accept PayPal and American Express for orders shipping to Indonesia.
when will my order be shipped?
Your order will be processed and shipped within two business days of your order being submitted.
how do I know that my order has been shipped?
You will receive a confirmation email once your order has shipped, which will include your tracking number and a link so that you can track your order.
how long will shipping take?
In most Canadian and US cities, shipping typically takes five to seven business days. However, some areas can take up to 10 days.
when will my order be shipped? When will it arrive?
If your order was placed Monday through Thursday it will be shipped the same day or the day after. If your order was placed on Friday prior to 3:00pm PST, the order may be shipped the same day; if not it will be shipped on Monday. You will receive an email confirmation once your order has shipped. Please take weekends and holidays into account when considering the shipping date.
what is your return policy?
You have two options for making a return within 14 days from the delivery date:
1. online: merchandise may be returned to the Canadian or US ecommerce warehouse, the region where you bought it from.
2. in-store: merchandise may be returned to an ivivva store. Cross-border goods may only be exchanged for another item or the credit can be put onto a gift card.
If the product we’ve made falls short of your quality expectations, tell us about it. We’ll take it back anytime. Read more.
*Because we don’t always have the same merchandise in stores and online, we cannot accept returns bought at an ivivva store to the ecommerce store. Please use the most economical shipping method when returning a garment to us.
how do I ship my online return?
We’ve made returns simple. To return an item to our ecommerce warehouse, visit our returns page and follow the steps.
when will my purchase be refunded?
Once your package has been received, your refund will be issued in the original form of payment within seven business days. You will be notified via email when this transaction has taken place. Please note that banking institutions may require additional days to process and post this transaction to your account once they have received the information from us. The credit may not show up until your credit card's next monthly billing cycle.
are there any items that can't be returned?
Underwear, headwear, water bottles, gift cards and items from "now or never" are final sale. If an item has been moved to the "now or never" section during the two-week return window, you won't be able to do an online return. If the product we’ve made falls short of your quality expectations, tell us about it. We’ll take it back anytime. Read more.
can I return my ivivva items to a lululemon store?
We like to keep our return process separate. To return ivivva gear, visit your local ivivva store.
* If you're having trouble processing your return online, please contact our Guest Education Centre at 1.877.263.4966 or email us at email@example.com.
why is ivivva changing their sizing?
Our sizing has shifted because it’s essential to us that you focus on your moves and not your clothes. After listening to your feedback, we have created the new evolved fit – a tad shorter in the pant leg and sleeve plus the introduction of a new size 7. Our new fit provides an evolved range of sizes to meet the needs of our guest.
do you have a size chart?
Yes, check out our size chart to find your fit.
what are the size differences in the new evolved fit?
In our new evolved sizing model, we dropped size 4, size 6 will fit a little smaller, size 7 will provide a new fit for many of our guests, and size 8 will now fit a bit bigger. Check out our size chart to see what has changed and find your size.
what size will I be in the new evolved fit?
Our guests are always growing and we recommend visiting our size chart to determine the best fit for you.
how will I know if a piece comes in the new evolved fit online?
We’ve made this easy for you by clearly marking what pieces have been created in the new sizing with the new evolved fit icon so that you can find the best fit possible to tackle all of your tough training.
how can I figure out my size if I don’t have my exact measurements?
Ensuring the best possible fit is essential to loving the pieces you sweat in. We always recommend you ask a friend or family member for a little help with your measurements before purchasing items online. Check out our size chart to learn all about how to measure and determine your size or drop by your local store for a visit.
how long will your original sizing be available?
You will see original sizing in many of the pieces you love until the end of 2015. The sizing changes we’ve made ensure that you will always find the best possible fit.
why can’t I find size 4 in the new evolved fit?
We have removed size 4 in our new evolved fit. However, you will still see size 4 offered for many of our existing pieces as we make the shift. In our new sizing model, size 6 will fit a little smaller to accommodate our smallest guests.
will you be adding additional sizes in the new evolved fit?
We’re excited to announce that we will now offer size 7 to accommodate more of our guests and ensure the best possible fit. For now, size 7 is our only new addition however the sizes you’ve seen in the past have all shifted slightly. Check out our size chart to see what has changed and find your fit.
what if my new evolved fit isn't fitting quite right?
If you wish to make a return, you can find everything you need to know in our returns & exchanges section.
do you offer gift cards?
Yes, you can purchase a gift card online. Our gift cards can be both purchased and redeemed online or in-store. If you have any questions regarding gift cards, our Guest Education Centre would love to hear from you and can be reached at 1.877.263.4966. Treat your gift card like cash, as it cannot be replaced. Gift cards are final sale.
how do I check the balance and transaction history on my gift card?
can lululemon gift cards be redeemed at ivivva?
No, if you would like to purchase or redeem a lululemon gift card, please visit lululemon.com or a lululemon store.
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To make your life as easy as possible. When you place an order your information will be filled in automatically.
is ordering online secure?
Yes, we've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. Secure Socket Layer (SSL) encryption is used for every transaction to encrypt the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair, so that your computer and our server send data back and forth in an encrypted format.
how do I submit my photos to the #ivivva photo gallery?
Post your photos to Instagram or Twitter using any of our featured hashtags. If your account is set to private, click the "upload your pic or vid" and select which media you'd like to upload from your phone, tablet or computer.
After our team reviews your photo, we will ask you to confirm that we have your parent or guardian’s consent to use your photo. To do this, you will need to ask a parent or guardian to sign our online waiver and post your picture.
I don’t see my photos on ivivva.com—what’s going on?
1) Check that your Instagram or Twitter account is public—if it’s private, we can’t see your photos.
2) Make sure you used at least one of our featured hashtags, otherwise we can’t see your photos.
3) If your account is private, you can go to our #ivivva photo gallery, powered by Curalate, to upload your photos directly.
4) We can host a limited number of photos at any one time. Not all images tagged and shared will be featured on ivivva.com.
5) Photos don’t show up immediately after being submitted, and we are constantly refreshing the gallery with new photos.
who owns the photos once they are submitted?
If you shared the photo, you own it. However, by using an ivivva hashtag and sharing your pictures, you are granting ivivva a license to use your photos and post them on ivivva.com, as well as for other uses.
how do I get a photo off ivivva.com?
If there is a photo that you want taken down, simply click the report icon (the triangle with an exclamation mark in it to the left of expanded photo). A dialogue box will pop up asking for the reason you’re reporting it and your email address. Once we receive your request, we’ll remove the photo from the gallery. A moderator then reviews the report and determines if the photo should be deleted permanently.
A photo will never be published without parental or guardian consent. If you change your mind and would like your photo or your child’s photo removed from the site, please email us the child’s name or username under which the photo was published, and the reason for your request. Please email us at firstname.lastname@example.org.
are you collecting my personal information?
If you upload a photo directly to our gallery using our photo uploader, we ask for your display name (seen next to your photo) and your email so we can link your photo to your waiver.
what is ivivva and how do you say it?
ivivva (ih-vee-vah) is actually a word we made up. We believe that both the logo and the name represent the strength and beautiful individuality in all girls. Inspired by active girls and created by lululemon athletica in Vancouver, BC in 2009, we celebrate girls by designing beautiful athletic wear and experiences that connect girls through movement and encourage them to dream big.
how do I become an ivivva model?.
All of the girls featured at ivivva are athletes in their communities. The best way to get involved is to find an ivivva store and drop by for a visit. Share what you're up to with the educators at the store and they'll be able to point you in the right direction.
what is ivivva up to in my community?
ivivva offers a variety of complimentary athletic classes and Dreams & Goals programs. Through these events, girls get to connect and celebrate each other. Find your local ivivva store and follow them on social media to get more information.