Ivory
Chargebacks & Disputes
Last updated August 2026
If something is wrong with an order, this page explains the fastest way to get it fixed, and what happens if a dispute is filed with your bank instead.
1. Come to us first
If there is a problem with an order, anything at all, email support@ivoryperformance.com before contacting your bank or card issuer. We aim to respond within one business day and to resolve or replace within five. You agree to this when you place an order, and we take the same commitment seriously in return.
2. Recognising the charge
Card statements show a merchant descriptor, which is not always the brand name you bought from. If you see a charge you do not recognise, check the descriptor shown on your order confirmation email before assuming it is fraudulent, and if it still does not look right, contact us and we will identify the transaction for you the same day.
3. Why a chargeback is the worse route
A chargeback is designed for fraud and for merchants who will not engage. It takes weeks, it is decided by parties who were not involved, and it cannot deliver the thing you probably want, a replacement, a corrected order, or an answer. Contacting us is faster in essentially every case, including the ones where you end up getting your money back.
4. What we keep on file
For every order we retain the research-use attestation accepted at checkout with its timestamp, the delivery address as supplied, carrier tracking and delivery confirmation, the certificate of analysis for the batch shipped, and the full record of any correspondence. Where a dispute is filed we will submit this evidence in full. We mention it not as a threat but so it is clear that a disputed order is not an undocumented one.
5. Disputes filed without contacting us
Where a chargeback is filed without any prior attempt to reach us, we reserve the right to decline future orders from that account and to withhold any affiliate commission arising from it. We would rather never use this. It exists because a small number of unnecessary disputes can put a payment facility at risk for every other customer of the store.
6. If you disagree with an outcome
If we decline a refund and you believe that is wrong, say so, reply to the same thread and ask for it to be looked at again. A decision made quickly by one person is not our final position, and escalating internally costs you nothing. Contact support@ivoryperformance.com.
Almost every dispute we could ever receive would have been a two-email conversation if it had reached us first. That is the entire reason this page exists.
For research use only · Not for human consumption