frequently asked questions

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.

product education

what’s the best way to wash my ivivva stuff?

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; the world won’t end. 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. Just ask for child’s hemming. Easy-peasy.

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 free to grow hemming.

what are the technical features of ivivva garments?

There are too many to list here but you can read all about our technical gear on our page. If you come across a funny word like “cuffinsTM” 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. To find a store in your area, check out our stores .

why are products available on the Canadian site but not on the US - or vice versa?

So you don’t have to pay pesky 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.

are there other places on the internet to buy ivivva?

No, the site you're on now is the only authorized and official place on the internet for ivivva shopping.

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 wonderful properties.

do you have a size chart?

Yes, ensuring the perfect fit is essential for you to feel confident and to bring your ‘A’ game. Please use our size chart to learn how to measure properly.

how can I give feedback about ivivva products?

Many of our new products and technical features have been designed based on the feedback and suggestions from our guests. We love hearing it so share your design tips or shop experience feedback at help us design .

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ordering and payment

can I order ivivva clothes over the phone?

Sure can. Order over the phone by contacting our Guest Education Centre at 1.877.263.4966.

can I change or cancel my order?

If you're having second thoughts about your online order and wish to cancel it, please call our Guest Education Centre at 1.877.263.4966 or email info@ivivva.com . An educator will be able to help you with the cancellation if the order is not already being processed. We can't make changes to an order once it has been processed.

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.

where's my order?

Once you have placed an order, you can check on its status at any time using . Please have ready your email address and order reference number, which is on your order confirmation email

what are my payment options?

We accept Visa, MasterCard, American Express, PayPal and ivivva gift cards. Please note: we do not accept credit card gift cards; 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 is shipped. (Is it charged when the order is processed or when the order is shipped?) We'll send you an email to let you know when this happens.

what currency is the site in?

Prices ivivva.com are in Canadian or US dollars depending on the region you choose.

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shipping

what are your shipping fees?

From December 18th-22nd 12:00 pm PST, enjoy free priority shipping on all orders!

Everybody loves a freebie. We’re excited to offer complimentary shipping for y’all within Canada and the US and between December 18th-22nd at noon PST, enjoy free priority shipping on all orders.

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.

how long will shipping take?

In most Canadian and US cities, shipping typically takes one to three business days. However, some remote areas can take up to 10 days. Please check with Star Track for more specific details to your area.

what are my options if I am a Canada Post P.O. Box guest?

You have two options: you can either ship your gear to a physical address or visit a local store. If you have any other questions or concerns, give us a call at the GEC 1.877.263.4966.

what are your shipping fees for Canada and US?

Order Quantity
FedEx Ground
(5-7 Business Days)
Express Shipping
FedEx 2 Day
(2-3 Business Days)
Priority Shipping
FedEx Standard Overnight
(Overnight)
Canada USA Canada USA Canada USA
1 item On us!* On us!* On us!* On us!* On us!* On us!*
2 items On us!* On us!* On us!* On us!* On us!* On us!*
3 items On us!* On us!* On us!* On us!* On us!* On us!*
4 items On us!* On us!* On us!* On us!* On us!* On us!*
5+ items On us!* On us!* On us!* On us!* On us!* On us!*

what are shipping costs for international guests?

Shipping for International Guests Flat rate $30 USD* to:

American Samoa Denmark Ireland Monaco Slovakia
Australia Estonia Israel Montserrat Slovenia
Austria Finland Italy Netherlands Spain
Bahamas France Japan New Zealand Sweden
Bahrain Germany Korea, Republic of Norway Switzerland
Belgium Greece Kuwait Philippines Taiwan
Bermuda Greenland Latvia Poland United Arab Emirates
Brazil Guam Liechtenstein Portugal United Kingdom
Cayman Islands Hong Kong Lithuania Puerto Rico Virgin Islands, U.S.
Croatia Iceland Luxembourg Saudi Arabia
Czech Republic Indonesia Mexico Singapore

*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 shop.lululemon.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 fees 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.

how do I know that my order has been shipped?

When your order has been shipped, we will send you an email with your tracking number and a link to where you can track it online.

what’s the difference between “Order Date” and “Ship Date”?

On most websites, “Order Date” and “Ship Date” are not the same. For example, if you place an order on Friday at 11:00pm PST, your package will not ship until after the weekend. Although most orders are shipped the same or next day, please take weekends and holidays into account when considering the shipping date.

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.

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returns & exchanges

returns & exchanges

** If you're having trouble processing your return online, please contact our Guest Education Centre toll-free at 1.877.263.4966 or email info@ivivva.com 

what is your return policy?

ivivva holiday return policy

if you wish to make a return during the holiday period, you’ll need to return the merchandise between Fri Nov 7 – Sun Jan 11.

You can make returns to: an ivivva, in person the ecommerce warehouse that your merchandise was shipped from for $0.00 during the holiday period.

return checklist

  • All garments must be unwashed and unworn
  • All tags must still be attached to the garment(s)
  • Shipping confirmation and/or packing slip must accompany the garment(s) at the time of return. All garments are subject to inspection .
  • Returns will only be accepted with a completed return form.  Follow the easy steps, print the final page and include it in your return box. All returns must have the invoice in order to process the return.
  • If our product doesn’t perform for you, we’ll take it back—anytime.

*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?

Yes. 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.

can I return my ivivva items to a lululemon store?

While lululemon is apart of our family, we like keep our return process separate. To return ivivva gear visit the nearest ivivva store.

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gift cards

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?

It's really easy to check your gift card balance online Just enter in your gift card number and press ‘check balance’. Boom. You can also head into your local store and ask an educator to help you.

can lululemon gift cards be redeemed at ivivva?

Nope, lululemon is part of our family but we don’t like to mix our finances. If you would like to purchase or redeem a lululemon gift card, please visit lululemon.com or visit a lululemon store.

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my account

why should I become a registered user?

To make your life as easy as possible. When you place an order your information will be filled in automatically. Become a registered user.

  • quick checkout - super fast and easy checkout process since all of your info is already saved
  • address book - save shipping addresses for yourself, friends and family in your personal address book so you avoid typing in their information each time you send a gift
  • see your order history - save a full listing of your previous purchases

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privacy and security

what is your privacy policy?

We value your privacy. To learn more, take a look at our privacy .

is ordering over the internet 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.

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#ivivva photo sharing terms and conditions

 how do I submit my photos to the #ivivva photo gallery?

Simply use the following hashtags to tag your photos on Instagram or Twitter: #ivivva, #ivivvaspirit #newyearnextlevel or #gobigtho.

After our team reviews your hashtagged 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 pic.

By participating in this and submitting your photo, you acknowledge and give your consent to ivivva and Olapic in accordance with the waiver. You further agree that your photo will be considered a “Submission” and that you grant the rights in Submission (including “Personal Rights”) as described In Section 8 of the ivivva terms of use.

hey, I don’t see the photos I tagged 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 you (or your pics).

2)    Make sure you used at least one of the hashtags above with your pictures, otherwise we can’t see your pics.

3)    If your account is private, you can go to our #ivivva photo gallery, powered by Olapic, to upload your photos directly to our website via your computer or social media accounts.

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 pics.

6)    ivivva reserves the right to delete or not to post images that violate our privacy policy or terms of use.

what’s that Olapic logo at the bottom of the #ivivva and #ivivvaspirit photo gallery?

Olapic is a contracted partner, helping us serve up this photo-sharing experience. You can find out more about them here: www.olapic.com.

who owns the photos once they are submitted?

If you shared the photo, you own it. However, by hashtagging and sharing your pictures, you are granting ivivva and Olapic a license to use your photos and post them on ivivva.com and other uses. For specifics on the licenses you are granting please see: Olapic's terms of use.

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, and confirm it, 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: socialmedia@ivivva.com.

are you collecting my personal information?

When you submit a photo to the #ivivva photo gallery with our outlined hashtags (you’ll find these in our answer to the first question) on Instagram or Twitter, your use of Instagram and Twitter is governed by the terms and conditions of those sites. Any information you provide to us will be used in accordance with our terms of use and privacy policy.

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.

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community

what is ivivva and how do you say it?

ih-vee-vah; it’s a made-up word. We are inspired by athletic girls, created by lululemon. We make athletic wear made to move.

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 store and drop by for a visit.

where can I find an ivivva store near me?

Use our store finder to find your nearest ivivva store or showroom. Follow them on Facebook to get info on local events and complimentary in-store dance, yoga and athletic classes.

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