FREQUENTLY ASKED QUESTIONS
FREQUENTLY ASKED QUESTIONS
Do you offer free shipping?
Most orders over $75 will qualify for free shipping within the contiguous US! Items over $75 can ship with either USPS, FedEx, UPS or Freight. Certain larger items may require an additional freight charge and may not qualify for free shipping. Some items have a manufacturer-required shipping charge that may be added to your order.
DELIVERY AND TRACKING
How long does delivery take?
Orders are normally dispatched within 48 hours, and take between 1-3 weeks to be delivered. In an effort to provide the best service possible, we ship items as soon as they are available (no extra shipping charges to you). As a result, your order may arrive in multiple shipments. Please allow an additional week as we often have very busy periods, and there are also international delivery delays that are out of our control.We ask that you please inspect all shipments within 5 days of arriving to make sure there is no damage. All damage must be reported to TWL within 5 business days.
How can I track my order?
After your order is dispatched, you'll receive a shipping confirmation email that contains your tracking information. If for any reason your tracking number doesn't work, please reply to the email and someone will assist you.
What if my order is lost or damaged?
We will happily replace or refund lost or damaged orders free of charge.
Do you deliver orders to my country?
We deliver to the majority of countries around the world. If there are any issues, we will contact you directly.
Are all of the products in my order sent together?
Products are occasionally sent separately to reach you as quickly as possible, to avoid customs charges or because they are being sent from separate distribution centers.
Where are your products delivered from?
Our products are manufactured and sent from all over the world. We source the best products from around the world to deliver to you and to give you the best possible prices, while maintaining a high level of quality.
ORDER CHANGES AND CANCELLATIONS
Can I change my order?
Yes, you have up to 24hrs of order placement to change your order, please contact us and we'll be happy to change your order. Orders that have already been dispatched for production cannot be changed.
Can I cancel my order?
Yes, you have to 24hrs of order placement to cancel your order, please contact us and we'll be happy to cancel your order. Orders that have already been dispatched for production cannot be cancelled.
ORDER RETURNS AND EXCHANGES
Can I return my order?
Yes, our return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must damaged or broken. To initiate a return, please contact us and with a photo of the damage product and we'll provide you with the closest returns address to you.
Once we've received your return we'll email you with a refund confirmation.
Can I exchange my order?
Yes, Exchanges (if applicable)
We only replace items if they are defective or damaged up to 30 days of receiving the item. If you need to exchange it for the same item, Contact us and we’ll provide the exchange return information. Once we've received your return, we'll email you once your exchange order has been dispatched.
Please use our Contact Form or email firstname.lastname@example.org.