FAQs

Ian Somerhalder Foundation FAQs

  • Payment
    • Checkout
      • How Do I apply a coupon code
        • Once you’ve clicked on the cart icon on the top right corner of your screen, review the contents of your cart and click "CHECKOUT." Enter your code in the field marked "Gift Card or Discount Code" on the right side of your screen. Click "APPLY" and your discount will be deducted from the total. 
        • If you're shopping on your mobile device, you will enter the coupon code on the same screen that you enter your payment method.
        • If you have any issues applying your coupon code, please don’t hesitate to reach out to us.
      • HOW DO I VIEW MY CART?
        • Click on the cart icon on the top right corner of the page at any time to view your cart. Now imagine it's your virtual merch drawer and fill it up.
      • IS OUR WEBSITE SECURE?
        • Yes. We employ the highest level of SSL security. 
      • CAN I APPLY MORE THAN ONE COUPON CODE ON MY ORDER?
        • Only one coupon code may be used per order. Save the other for a rainy day.
      • WHAT FORMS OF PAYMENT ARE ACCEPTED?
        • We accept Visa, MasterCard, American Express and Discover, as well as Apple Pay, PayPal and Amazon Payments. Use whichever method you're most comfortable with. 
    • Account
      • HOW DO I RESET MY PASSWORD?
        • Click the "Sign In" link on the upper right corner of the screen. Enter your email address when prompted and press Enter. Click on the "Reset Your Password" link. A link will be sent to your email address to reset your password. Choose something besides "password."
      • HOW DO I CREATE AN ACCOUNT?
        • Click "Sign In" in the upper right corner of the screen and enter your email address when prompted. Fill out the appropriate fields and then click register. Boom! That was easy. 
      • HOW DO I UNSUBSCRIBE FROM YOUR EMAIL LIST?
        • We hate to see you go (and miss out on special offers and other important updates), but we understand the need for a less cluttered inbox. Simply click on the unsubscribe link that's at the bottom of all of our emails and we will remove you from all future mailings. If you continue to receive emails, please contact our Happiness Team [don@tvpmarket.com].
      • HOW DO I LOG OUT?
        • Click on the "Account" link in the upper right corner of the screen, then click "Log Out" once you've reached your account dashboard page. You're now successfully logged out. We hope you'll come back soon!
      • WHY AM I NOT RECEIVING MY PASSWORD RESET EMAIL?
        • Check your spam folder. If you still haven't received it, please attempt to reset your password again from our site. If you're still not receiving a link to reset it, contact our Happiness Team and they will help you out.
  • SHIPPING, RETURNS & EXCHANGES
    • RETURNS & EXCHANGES
      • WHAT'S YOUR EXCHANGE POLICY?
        • We want you to be as happy wearing your ISF product as we are making them. That's why our Happiness Guarantee covers free exchanges (including free shipping) for up to 30 days. If you'd like to exchange your ISF product, please reach out to us. Please note we do not accept exchanges on international orders. 
      • WHAT'S YOUR RETURN POLICY?
        • We want you to be as happy wearing your ISF product as we are making them. That's why our Happiness Guarantee covers free returns (including free shipping) for up to 30 days. If you'd like to return your ISF product, please reach out to us. Please note we do not accept returns on international orders. 
      • WHAT DO I DO IF MY ISF PRODUCT ARRIVED DAMAGED OR WITH A DEFECT?
        • Please reach out to us [don@tvpmarket.com] and we will make it right. Your happiness is our priority.
      • CAN I CHANGE OR CANCEL MY ORDER?
        • Indeed you can! If you reach out to us within one hour during regular business hours, we can change or cancel your order immediately. Otherwise, we can always help you return or exchange any item thanks to our Happiness Guarantee.
    • Shipping
      • HOW DO I TRACK MY ORDER?
        • You'll be sent a shipping confirmation email with a tracking link once your order leaves our warehouse. You can also login to your ISF account to check your order status at any time or contact us here and we'll be happy to help.
      • HOW LONG WILL IT TAKE TO GET MY [ITEM]?
        • With Standard Shipping: 7-10 business days. With Priority Shipping: 3-5 business days. Orders to Alaska & Hawaii may take up to 5 extra business days. Delivery via teleportation is still pending.
      • DO YOU SHIP INTERNATIONALLY?
        • Yes! We ship internationally using DHL Express ensuring that the package is properly handled during its entire journey. 
        • Any duties that your country places on goods shipped from the US are not covered in the purchase or shipping price and must be taken care of directly with your local customs office.
      • HOW LONG WILL IT TAKE MY ISF PRODUCT TO ARRIVE TO MY INTERNATIONAL ADDRESS?
        • We ship internationally using DHL EXPRESS. You can expect your order to arrive in 10-14 business days. We look forward to providing your feet the ultimate comfort, no matter which continent you're on.
      • HOW LONG WILL IT TAKE MY ITEMS TO ARRIVE TO MY APO/DPO/FPO ADDRESS?
        • Here at ISF we are proud to support our men and women in uniform and so all APO/DPO/FPO addresses are automatically upgraded to Priority Shipping. As these addresses are all over the world, ship times will vary but you can expect to receive your order as fast as USPS Priority packages normally arrive. 
      • TRACKING LINK NOT WORKING?
        • Occasionally, when our warehouse finds a quicker way to ship out a package, the link in your tracking email may not work. Not to worry!
        • Simply copy the tracking number from your email and paste it into Google, and follow the link for USPS to track your order. It's more than likely that your order is already on its way.
        • If you have any issues with this process or questions about anything at all, feel free to reach out to us here.