Shipping policy

Last Updated: May 28, 2026

At Ilmerfamily, we believe the way an order arrives matters as much as what's inside. This page covers everything about how your dress travels from our warehouse to your closet, so there are no surprises along the way.

For questions about any order, our team is reachable at [email protected].

Order Processing Time

Once your order is placed, our team begins preparing it within hours. Standard processing takes 2 to 4 business days, Monday through Friday, between 8:00 AM and 6:00 PM Eastern Time.

During this time, we:

• Verify your order details and shipping address
• Pull each dress from our inventory
• Inspect every piece for quality before packing
• Carefully package your order for safe transit
• Hand it off to the carrier

Business days exclude weekends and U.S. federal holidays. Orders placed during these times begin processing on the next business day.

Order Cut-Off Time

To enter the same-day processing queue, orders need to be placed before 4:00 PM Eastern Time, Monday through Friday. Orders submitted after the cut-off begin processing on the following business day.

Shipping Time and Delivery Estimates

After your order ships, standard transit takes 5 to 7 business days to arrive at your address. From the moment you click to purchase, most orders reach customers within 7 to 11 business days total.

Delivery time may vary slightly depending on your specific location and current carrier conditions. Rural and remote areas occasionally see longer transit windows.

Shipping Rates

Two rates apply across the catalog, with no hidden adjustments at checkout.

Free Standard Shipping on orders of $99 or more. No promo codes, no minimum quantity, no fine print. Reach the threshold and shipping is automatically removed at checkout.

Flat-Rate Shipping at $7.99 for orders under $99. The same rate applies regardless of how many dresses are in your cart or where you're shipping within our service area.

All applicable charges are displayed clearly before you confirm your payment.

How Shipping Fees Are Calculated

Shipping at Ilmerfamily is calculated on the subtotal of your cart before tax. We do not base rates on weight, package dimensions, or destination zip code. The model is intentionally simple:

• Cart subtotal of $99 or more = free shipping
• Cart subtotal under $99 = $7.99 flat rate

Discounts applied at checkout count toward the $99 threshold. Sales tax does not.

Shipping Carriers

We work with three trusted U.S. carriers to deliver every order:

• FedEx
• UPS
• USPS

The carrier assigned to your order depends on your delivery zone and the most efficient available routing on dispatch day. Your shipping confirmation email always names the assigned carrier and includes your tracking number.

Order Tracking

The moment your order leaves our warehouse, a shipping confirmation email is sent to the address on file. The email contains:

• The carrier handling your shipment
• Your unique tracking number
• A direct link to track your package in real time

Customers with an Ilmerfamily account can also view tracking status from the order history page inside their account.

If your shipping confirmation hasn't arrived within 4 business days of placing your order, please check your spam folder first. Still nothing? Email [email protected] and we'll resend it right away.

Shipping Areas

Ilmerfamily currently ships within the contiguous United States. This service area covers the 48 mainland states and the District of Columbia.

Shipping Restrictions

The following destinations fall outside our current delivery network:

• Alaska and Hawaii
• PO Boxes of any kind
• APO, FPO, and DPO military addresses
• United States territories including Puerto Rico, Guam, American Samoa, the Northern Mariana Islands, and the U.S. Virgin Islands
• All international destinations outside the United States

Checkout validation blocks most restricted addresses automatically. In the rare case a restricted address slips through, our team will reach out within one business day to either request an alternate address or issue a full refund.

Sales Tax

Sales tax is determined at checkout based on the shipping destination you provide. Our system calculates the combined rate from state, county, and local jurisdictions that apply to your address and adds the correct amount to your order summary before you finalize payment.

The total displayed on the final checkout review is the total that will be charged to your payment method. No tax adjustments are added after the order is placed.

Address Changes and Accuracy

Your shipping address is locked in at checkout, so please verify each field carefully before submitting:

• Recipient name
• Street number and apartment or suite designation
• City
• State
• ZIP code

If you notice an error after placing your order, email [email protected] within 24 hours of order placement and before the package has shipped. We can usually update the destination as long as the order hasn't reached carrier handoff.

Once a package is in carrier hands, the delivery address is locked. Ilmerfamily is not responsible for packages delivered to incorrect addresses entered by the customer at checkout.

Delivery Issues

Most orders arrive without any complication, but if something does go wrong, here's how the two most common situations are handled.

Marked delivered but not received. First, take a look around. Carriers occasionally tuck packages in less obvious spots to reduce theft exposure. Check your front door, back entrance, garage, building mailroom, and with neighbors who may have accepted the delivery. If 48 hours pass and the package still hasn't surfaced, email us to open a carrier investigation.

Tracking inactive for 5+ business days. No scan updates for several days usually means the package is delayed somewhere in the network. Reach out and our team will escalate the case directly with the carrier and arrange a resolution based on the investigation outcome.

Damaged or Lost Items

We pack every order with care, but transit damage can happen occasionally. When it does, our process is straightforward.

For damaged items, email [email protected] within 7 days of delivery with:

• Your order number
• Clear photos of the damaged dress
• Clear photos of the outer shipping packaging

The packaging photos help us distinguish between transit damage and quality issues, and they support any claim filed with the carrier. Once verified, we'll either send a replacement at no cost or issue a full refund if you prefer or if the item is unavailable for replacement.

For confirmed lost packages, after the carrier investigation concludes, we'll ship a replacement at no charge or refund the order in full, whichever you'd prefer.

Handling Charges

Ilmerfamily does not charge handling fees. The shipping rate displayed at checkout is the only shipping-related charge on your order. No packaging fees, no processing fees, no hidden surcharges before or after checkout.

Issue Resolution Time

For shipping-related issues, our standard resolution time is 5 to 7 business days from the date you contact us. This covers the time needed to investigate with the carrier, confirm the situation, and arrange a fix, whether that means a replacement, refund, or reshipment.

Every inquiry receives an initial acknowledgment within one business day, even when the full resolution takes longer to complete.

Delayed or Out-of-Stock Items

Every dress on the site is in stock at the time of listing. In rare cases, inventory may lag behind real-time stock movement, or a planned restock from our manufacturing partner may be delayed. When this affects an order already placed, our team contacts you within one business day with two options:

• Hold the order for the next confirmed restock, with an estimated availability date
• Cancel the affected order and receive an immediate full refund to your original payment method

We will not ship a partial order without checking with you first, and we will not hold payment for a dress we cannot actually deliver.

Delays Outside Our Control

Some delays fall outside the reasonable control of Ilmerfamily and our carriers, including:

• Severe weather events such as hurricanes, blizzards, or flooding
• Natural disasters affecting our warehouse region or transit routes
• Carrier service disruptions, labor actions, or network backlogs
• Peak retail periods around Black Friday, Cyber Monday, and December holidays
• Government or regulatory actions affecting parcel transit

When something like this affects your order, we'll notify you as soon as we become aware and keep you updated as the situation develops.

Returns and Exchanges

Everything related to returning or exchanging an item is covered in our Refund and Returns Policy. The short version: we accept returns within 30 days of delivery for items in original condition.

Contact Us

Website: Ilmerfamily is owned and operated by SMART WEAR LLC

Company Name: SMART WEAR LLC

EIN Number: 33-2173276

Address: 1135 Boyd St, Watertown, Ny, 13601, United States

Email: [email protected]

Phone: +1 (716) 458-9364

Business Hours: We're here to help! Our customer care team is available Monday through Friday, from 8:00 AM to 6:00 PM (ET).

Response Time: Your time is valuable to us. We aim to personally respond to all inquiries within 1 business day to provide the prompt and helpful assistance you deserve.