Shipping, Returns and Pricing
Shipping Policy
Shipping Delivery + Processing
Due to the current situation with COVID19, most in-stock items ship within 7 business days of ordering. Items in stock at our regional warehouse but unavailable at our headquarters will take up to 30 days to ship. In case of delays, an intimation will be sent with details and expected ship date. Please note that this policy notwithstanding we make every effort to ship orders within 4-7 business days.
Please note that items ordered together may not be shipped out on the same day, and may come in multiple shipments.
Occasionally items may be temporarily out-of-stock or backordered; in which you will be notified in either instance and will be provided an approximate date of shipment. Any shipping delays will be communicated to you at the time of your order; or should there be any unforeseen delay thereafter, you will be notified within 10 days of placing your order.
If you have any questions or concerns regarding shipping your order, our Customer Service Specialist will be happy to assist you. Please feel free to to contact us at info@twigny.com. We are available to assist you Monday through Friday from 10 am - 4 pm EST.
Flat Rate Shipping + Handling
Please use the chart below for standard delivery charges for our continental U.S. customers. Please note these charges, including the Free Shipping promotion, are not applicable to over-sized items or heavy items.
*These rules are subject to change during promotional periods. So please make sure to check our Promotional Detail page.
Free Shipping Orders Over $79.00
Orders totaling $79.00 or more are eligible for free shipping within the Continental U.S. States.
For eligible orders, please use the promotion code below at checkout to receive free shipping. Please select the UPS Ground Delivery or Flat Rate shipping option when checking out, as the offer is not valid on Express/Priority/Overnight shipping options.
*Free shipping will be applied automatically to orders of $79.00 or more at checkout.
*These rules are subject to change during promotional periods. So please make sure to check our Promotional Detail page.
Please contact info@twigny.com if you are experiencing any issues at checkout.
Rush Delivery:
Orders that were selected for 2nd day service will be expedited for in-stock items.
2nd Day orders placed by 10 am EST Monday through Thursday will arrive within 3 business days; orders placed by 10 am EST Friday through Sunday will arrive the following Wednesday - with the exception of Friday, which will arrive the following Tuesday. Deliveries occur during business days excluding federal holidays.
The charge for rush delivery is based on the UPS rates for that day.
Rush service is not available for out of stock items, and is not available for shipments to US Territories, PO Boxes or AFO/FPO addresses. Business days do not include holidays. We are not responsible for, and are excused from, performing due to events outside of our control, including but not limited to weather-related delays, work stoppages or delays, or other unexpected circumstances.
Shipping to Alaska + Hawaii:
For shipments to Alaska and Hawaii, our flat rates cannot be applied. Please contact us through our Contact Us form to receive shipping quotation. We estimates the cost and send you the invoice through the email with the credit card form which needs to be filled out with your confirmation. Please note that we offer 50% off of the shipping cost for the orders of $100 and up.
*Please note that brokerage fees, import taxes and/or duties may be assessed by the shipping carrier, and are the responsibility of the customer.
Shipping to Canada:
For shipments to Canada, our flat rates cannot be applied. Please contact us through our Contact Us form to receive shipping quotation. We estimates the cost and send you the invoice with the shipping cost via email with the credit card form which needs to be filled out with your confirmation. Please note that we offer 50% off of the shipping cost for the orders of $100 and up.
*Please note that brokerage fees, import taxes and/or duties may be assessed by the shipping carrier, and are the responsibility of the customer.
International Shipments:
For international orders, our flat rates cannot be applied. Please contact us through our Contact Us form
to receive shipping quotation. We estimates the cost and send you the invoice with the shipping cost via email with the credit card form which needs to be filled out with your confirmation. Please note that we offer 50% off of the shipping cost for the orders of $100 and up.
*Please note that brokerage fees, import taxes and/or duties may be assessed by the shipping carrier, and are the responsibility of the customer.
PO Boxes + APO Boxes:
We do not ship to PO or APO Boxes at this time. A physical address must be provided for all orders.
Pricing Policy
In accordance with state and local laws, residents of New York are subject to sales tax. Our catalog prices and online prices are in US dollars. The availability, price, and delivery rates are subject to change. There may be errors in price, availability, descriptions, or images of certain items, and we must reserve the right to restrict orders of those items. Every effort is made to ensure the accuracy of the information presented in our catalog and on our website; omissions or errors are subject to corrections.
Return Policy
We take great pride in the quality of our products. If for any reason our merchandise is not a perfect fit for your home, you may return the item(s) within 30 days of receiving your order in original condition and packaging for a full refund of the item amount credited back to the original form of purchase.
Please note, upon receipt of returned goods, Twig New York reserves the right to deny refund if the merchandise does not meet return policy requirements.
After 30 days, we cannot accept returns or exchanges for any reason other than manufacturing defects.
To receive your return shipping label, please contact Twig New York Customer Service by phone at 1-646-982-9975 (M-T 10:30am - 4pm) or by emailing orders@twigny.com. At this time, Twig New York only offers UPS return labels for domestic return addresses. Please note that shipping and handling charges for returned merchandise are non-refundable unless we have made a shipping error. If you choose to ship your return using your own method, please choose a service with tracking so that we may track the package and ensure that it is not lost. Returns are only refunded if we receive the items in good condition as mentioned above.
Refund Process:
Most returns will be processed in two to three weeks, depending on your method of return. Once processed, a refund will be credited back to your original method of payment, and will appear in your account after your bank processes the return, typically within 4-7 business days. A fee of $6.90 will be charged to your original method of payment if you make your return using the return Label provided by us. You will receive a refund notification when the return process has been complete.
Price Adjustments:
If you have purchased items that are now on sale, we will gladly offer you a one-time price adjustment if the original date of shipment was within 48 hours of the sale offering.
Defective/Damaged Item Process:
In the event that you received a damaged or defective item, we will gladly replace or take back that item for a full refund at our expense, All of the damaged and Defective claim should be submitted within 7 days from delivered day of the order. Please take a photo of all damaged and/or defective items and send them via email to Twignewyork@gmail.com. In the same e-mail, please include your order number, the quantity and item name of each damaged and/or defective, and if you would like a replacement or refund. Once approved, our Customer service specialist will notify you to either discard the broken item or provide you with a return label for you to return the item with at no charge to you.
Exchanges
A fee of $12.80 will be charged to your original method of payment if you make your exchange using the shipping labels provided by us. If you choose to ship your exchange using your own method, please choose a service with tracking as we are not responsible if the package is lost. To receive your exchange shipping label, and an Exchange form, please contact Twig New York Customer Service by phone at 1-646-982-9975 (M-T 10:30am - 4pm) or by email orders@twigny.com
Please allow up to 14 days for us to receive and process your exchange order.