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 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; 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.

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.

 

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ordering and payment

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 info@ivivva.com 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.

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shipping

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.

 

 

what are shipping costs for international guests?

Shipping for International Guests

Flat rate $30 USD* to:

American Samoa Denmark Ireland Monaco Slovakia
Austrialia Estonia Israel Montserrat Slovenia
Austria Finland Italy Netherlands Spain
Bahamas France Japan New Zealand Sweden
Bahrain Germany Korea, Repubic 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  


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 arrive?

Depending on which shipping option you choose at checkout, your order will arrive within 1-7 business days after it has left our warehouse.

 

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returns and exchanges

not quite right?

If you're looking to make a return, breathe easy. Returns are free and can be done in person or by mail within 30 days from the delivery date.

how do I ship my online return?

  • Head to the returns page to create your return and print your shipping label.
  • Place your item(s) in the reusable shipping bag or box
  • Tape the shipping label to the outside of the package and make sure that the barcode portion of the label is visible
  • Find a FedEx Ground location to drop your package off.
  • We’ll refund you within seven business days of receiving your package and send you an email when this transaction has taken place.

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

can I make a return in person for an online purchase?

Yes. Online merchandise may be returned to any ivivva or lululemon retail location. However, items bought in a lululemon store cannot be returned via the online returns process highlighted above on ivivva.com.

how do I exchange an item?

All exchanges need to be handled in store. We cannot process exchanges by mail.

I paid using Paypal- how can I get a refund in-store?

We are unable to process refunds to PayPal in our stores, but we can apply a credit to a gift card, American Express, Visa or MasterCard.

when will my purchase be refunded?

We’ll refund you within seven business days of receiving your package and send you an email when this transaction has taken place.

how do cross-border exchanges work?

Cross-border goods can be exchanged (in-store only) or the credit can be put onto a gift card (in-store or by mail). Please keep in mind that the items you bring back will be valued in the currency of the country processing the return.

are there conditions for returns and exchanges?

Yes. Items must be unwashed and unworn with the hangtag attached and accompanied by proof of payment. Expedited shipping and duty costs are not refunded.

are there any items that can't be returned?

Final sale items include gift cards, water bottles and we made too much gear.

can I return my ivivva items to a lululemon store?

For ecom returns to our ecom warehouse, we like to keep our return process separate. You may return ivivva gear at your local ivivva store or your local lululemon store

can I return swimwear?

Yes. Swimwear must be returned with hygienic liner intact.

what if my return doesn’t meet these requirements?

Quality is the heart of who we are—if our product doesn't perform for you, we'll take it back. Learn more about our quality promise.

 

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sizing

do you have a size chart?

Yes, check out our size chart here.

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.

why can’t I find size 4?

Size 6 will fit a little smaller to accommodate our smallest guests.

what if my size 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 above.

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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 easy to check your gift card balance online, just enter your gift card number and press ‘check balance’. You can also head into your local store and ask an educator to help you.

can lululemon gift cards be redeemed at ivivva?

Yes. lululemon gift cards are accepted in ivivva stores, showrooms and on the ivivva website.

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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.

  • 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 to avoid reentering 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, read our privacy policy.

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.

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#ivivva photo sharing terms and conditions

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.

By participating in this and submitting your photo, you acknowledge and give your consent to ivivva 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.

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.

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

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 socialmedia@ivivva.com.

are you collecting my personal information?

When you submit a photo to the #ivivva photo gallery with our featured hashtags 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?

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 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?

Thanks for getting in touch with us! We love to hear that you're so committed to your sport and are wanting to be a role model for other ivivva girls The girls you see on our social media and website are athletes we know from our communities. To get involved with your community, shout out to your local store to see what events are coming up and to share your pics, you can upload to our #ivivva gallery! For a list of ivivva stores check out: //info.ivivva.com/stores.

Not near a store? You can upload your photo to our gallery for consideration here, or hashtag #ivivva on Instagram or twitter.

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.

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promo codes

I noticed that you have promo codes at checkout. Why is that?

As of September 2017, ivivva offers promo codes for specific initiatives and programs. For more information, and to see if you qualify, please call your local store or the GEC at 1.877.263.4966.

Why isn’t my promo code working?

Make sure you’re signed into your account, and that your promo code is being used within the specified dates. Also note that our promo codes are case sensitive. If you continue to have issues, please reach out to our GEC at 1.877.263.4966.

Are there terms and conditions to promo codes?

Yes, ivivva promo codes cannot be applied to We Made Too Much, gift cards, or items from lululemon.com.

Can you combine one promo code with another?

No, you cannot.

How will I know my promo code has been applied?

The promo code will be shown on the shopping cart side of checkout, on the order confirmation summary page, the order confirmation, the shipping confirmation email, as well as when you check your order status on your my account page

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