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Customer Care

Contact Us

Reach our Customer Care Advisors directly
by phone at (415) 376-4640, Monday through Friday, 9am–6pm PT,
or through email at concierge@ifonly.com.

Returns And Shipping

 

  • We want you to be completely satisfied with your purchase. Please review the policy information below, and see the FAQs here.
  • SHIPPING & LOGISTICS:

    • With some exceptions, physical items sold through IfOnly are shipped via major US shipping companies like UPS and Fedex. IfOnly ships to all 50 US states and may, depending on the item, ship internationally. Should you have a question regarding shipping, please contact customer care.

      Unless otherwise stated on the product page, shipping and handling of items is incremental to the list price.  If shipping and handling is not included in the price of an item, the estimated cost for shipping and handling will be included at the checkout point in the order process.

    • Digital connections, virtual experiences and in-person experiences:

      The experiences purchased via our sites are coordinated via email and/or telephone and delivered in person or via Internet (video conferencing platforms and/or social networks such as Facebook and Twitter).

      Any related fees for telephony or connectivity, travel, food or lodging are the sole responsibility of the buyer (consumer) unless otherwise specified on the relevant product page, Terms and Conditions, and/or receipt.

  • RETURNS & REFUNDS:

    Due to the nature of our products, the majority of items on our site are not returnable. Unfortunately we cannot be responsible for an item shipped once it has left our facilities. However, if a product arrives in a condition otherwise stated during the purchase, we'd be happy to assist you in addressing the matter with the shipper—please reach out to our Concierges at concierge@ifonly.com.

    For items designated as returnable via the IfOnly.com product page, please email our Concierge team. If a return and/or refund is approved, it will be credited to your credit card account or via wire to your bank within three business days of the date we either receive the returned merchandise or resolve your complaint about an experience.

  • Returns on physical items:

    Returned physical items must be unused, unworn, unwashed, and undamaged. We are unable to accept returns of goods that are not in their original packaging. Products must be in the condition you received them and in the original box and/or packaging.  To find out if your item is returnable, please contact our Concierges via phone or email and be sure to include your order number and explain the problem so that we can most efficiently help you.

  • Refunds on digital connections/virtual experiences:

    Digital connections or virtual experiences purchased from our sites are neither returnable nor refundable, unless you experience technical problems due to an error on our part or unless the relevant luminary fails to fulfill the connection or experience. In either of these cases, please email our Concierge team with your order number immediately so that we can assist you in rescheduling the experience or—if that is not possible—processing your refund.

  • Refunds on in-person experiences:

    Except when canceled by the artist or athlete, all in-person experiences are final sales; returns will not be accepted and refunds will not be given. If an in-person experience is canceled by the artist or athlete, and the experience cannot be rescheduled within 30 days, you will receive a refund to your credit card or bank via wire.

  • Talent’s right to terminate experiences at will:

    Note that a virtual or in-person experience can be disrupted and/or discontinued without warning at any time—and with no refund to you—should the luminary become uncomfortable with the conversation or interaction for any reason.

    We do not permit reporters or other members of the media to purchase experiences with our luminary partners for the purpose of conducting an interview for broadcast or publication. If the luminary determines that you are in fact attempting to conduct an interview for broadcast or publication, she or he is fully within their rights to terminate the experience with no refund to you.

  • QUESTIONS:

    To check the status of your return, log in to your account and click on a specific purchase to see the status of the item. You can contact our Concierges at concierge@ifonly.com or (415) 376-4640 7am–7pm PT M-F, 8am–4pm PT Sat-Sun.

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