Contact information

Contact Information

We’re here to help. Choose the option below that best fits your request so we can respond as quickly as possible.

1) Customer Support (Orders & Product Questions)

  • Email (primary): support@ignovys.com

  • Ticket: Submit a request via our Help Center at https://ignovys.com/pages/contact-us (include your email and order number).

  • Hours: Monday–Friday, 9:00–18:00 (UTC-3) · Typical response 24–48 business hours

  • Phone: We currently provide email/ticket support only to keep queues fast and trackable.

To help us help you faster, include:

  • Order number (e.g., #IGN-12345)

  • Full name and ship-to country

  • Clear description of the issue

  • Photos (and short video if requested) showing the product, issue, size tag (if applicable), packaging, and shipping label

2) Order Changes & Cancellations (24-Hour Window)

We can edit or cancel an order within 24 hours of purchase. After 24 hours, orders enter fulfillment and can’t be changed or canceled.
Send an email to support@ignovys.com with subject “Order Change” or “Cancel Order” and your order number.

See our Refunds, Returns & Replacements Policy for full details.

3) Delivery Issues & Claims

  • Damaged/Defective/Missing Parts: Email within 48 hours of delivery with required photos/video (see Section 1).

  • Tracking “Frozen” (No Movement 45+ Days): If your address at checkout was correct, we will re-send at no cost.

  • Delivered but Not Received: Parcels scanned “Delivered” are considered delivered; theft after delivery isn’t covered.

For all timelines and remedies, see our Shipping Policy and Refunds, Returns & Replacements Policy.

4) Return-to-Sender (RTS) Packages

If a parcel returns to sender due to address issues, refusal, or failure to collect:

RETURN TO SENDER PACKAGES: Ignovys will not be held liable for packages that are returning to sender. Customers are advised to carefully enter the correct addresses otherwise, the package will not be delivered. 

For address corrections, contact us within 24 hours of purchase.

5) SMS/Text Support Notes

If you opted in to SMS:

  • Opt-out: Reply STOP to any message.

  • Help: email support@ignovys.com. 

  • Message & data rates may apply. Consent is not a condition of purchase.

6) Privacy & Data Requests

To access, correct, delete, or otherwise exercise your privacy rights, email support@ignovys.com with subject “Privacy Request” and tell us which right you wish to exercise. We’ll verify your identity and respond within the timeframes required by law.
For details, see our Privacy Policy.

7) Legal Notices (DMCA/IP)

If you believe your intellectual property has been used on our site without authorization, email support@ignovys.com with subject “DMCA Notice” and include:

  • Your contact information

  • A description/URL of the material you claim is infringing

  • A statement of good-faith belief and that the information is accurate, under penalty of perjury

  • Your electronic signature

8) Accessibility Feedback

We aim to meet WCAG 2.2 AA. If you experience any barrier using our site, email support@ignovys.com with subject “Accessibility” and describe the page and issue. We’ll work to resolve it promptly.

9) Partnerships, Press & Wholesale

10) Arbitration Opt-Out (U.S.)

If you wish to opt out of arbitration under our Terms, email support@ignovys.com within 30 days of your first purchase with subject “Arbitration Opt-Out” and include your full name and order number.

11) Mailing Address

We handle all support via email/ticket to ensure fast, trackable responses.