FAQ

Website/Phone Orders -

Damaged / Defective Items -

If your order has a damaged or defective item you must contact us within 5 business days of receiving your order. You will be required to return the item. Once we get the item back, if we determine the item was defective or damaged during shipping we will replace the item or refund the full purchase price. If the item is still available you will get a replacement, otherwise you will get a refund.

Satisfaction Guarantee - We Take Pride In Happy Customers !!!

If you are not happy with your order for any reason you may return it for a refund of the purchase price. The item must be unopened, in the original packaging. You also have the option of having the purchase price applied towards an exchange for another item. You must contact us within 5 business days of receipt of your order for this guarantee to be valid.

We do not refund S/H.

Insurance -

Insurance is suggested. This covers your order for loss or damage during shipping. If you do not select insurance during check out, we are not responsible for the order once it is shipped. Enough time must be allowed for an order to be considered lost before filing a claim. (30 days in U.S. / 45 days international). If the order is lost you will need to fill out a claim form to get reimbursed for your order. Reimbursement includes the shipping cost as well as the product cost.

Shipping -

We ship most orders within 1 business day. Multiple item orders will save you money on S/H (per item s/h cost).

U.S. Orders are generally shipped by USPS (1st class or Priority mail depending on weight). You will get an email when the order ships with a delivery confirmation #. You may also visit our "Order Status" page to see if your order has been shipped. ( some orders are shipped by FedEx/UPS based on weight of order ).

International Orders are shipped by USPS Airmail. Please know that although most items arrive fairly quickly they are out of our control once shipped. They can sometimes be held up at the borders (customs) and are not considered lost for 45 days. You are responsible for any Customs Fees/VAT/Taxes or duties related to an order that is shipped. We are required by law to fill out all customs forms accurately and will mark the cost as the item cost (not including S/H) and will not mark GIFT on the package (sorry).

Payments - ALL PAYMENTS MUST BE IN U.S. FUNDS !!!

We accept Visa / Mastercard / Discover / American Express , Money Orders (U.S. Funds), personal checks (U.S. customers only), Google CheckOut and PayPal. If you pay by check (or PayPal E-Check) your order will be held until payment clears. The check out portion of our website is a secure server environment. You can tell by the URL being "https://" instead of the normal "http://". This is safe, as it is a strong level of SSL Encryption. If you are not comfortable completing an order online please feel free to call us to place your order by phone.

If you mail payment, please include order #.

Phone orders -

If possible please go through check out and choose cash and it will give you an order # at the end. Please call with that order # and we can complete the payment over the phone by Debit / credit card. If you are unable to complete check out we will be happy to take the entire order over the phone.

Telephone Orders Call :

866-869-3998 (Toll Free within U.S.)
972-291-5586 (Outside U.S.)

Payment address :

TwistedBrands.com
P.O. Box 4658
Cedar Hill, Tx 75106-4658
U.S.A.

Please be sure all payments sent include your order #.

Sales Tax -

The sales tax of 8.25% is only charged to orders shipped within Texas.

Wholesale orders shipped to Texas will be charged sales tax unless we are provided with a sales tax certificate (copy) before the order is completed.

Privacy / Security -

We feel that your privacy is very important. Your information will never be shared with any 3rd party. This includes name, address, email or any other information that you provide to us. Your telephone # is only used in reference to orders you have placed.

During check out you will be given the chance to opt-in to our newsletter/mailing list. If you choose to accept, you will only receive emails from us in the form of newsletters and promotional offers. You may opt-out of this list at any time in the future by following the link within the email or emailing us. We will never share this list with any 3rd party company outside of  TwistedBrands.com (our parent company) for any reason.

Promotional Offers -

Promotional Offers do not include auction winnings (ebay, etc...) unless otherwise stated. You can add items during check out from our storefront and apply the promotion to those items. The promotional code must be entered at the end of the check out process. It will then show you the discounted total before you give your payment information. You must confirm it is applied. If it is not applied you will not get the discount.

Catalog -

We often get requests for catalogs. Our online store is our catalog. We are constantly adding new items. If a catalog was printed it would be outdated before we could get one to you. You can always print the pages if you wish (or bookmark them).

Wholesale Orders -

We are a distributor for several manufacturers. We do offer wholesale pricing on most of our items. If you are interested in purchasing in wholesale quantities please contact us at wholesale@twistedbrands.com .

Item Suggestions -

If you know of an item that you think would fit well with our other products please email the information to tom@twistedbrands.com . We are always looking for interesting merchandise.

If you have any questions that have not been answered please feel free to email or call us.