Most in-stock items are processed within 3 business days of ordering. 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 within the 3 business day processing time mentioned above; or should there be any unforeseen delay thereafter, including but not limited to inclement weather, shipping company delays, etc, you will be notified within 10 days of placing your order.
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.
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 Twignewyork@gmail.com. Mails are replied to within 2 business days.
Flat Rate Shipping + Handling For the Continental United States, (excl. Alaska & Hawaii), a flat rate of $7.50 will be charged for shipping of orders below $59 in total value before tax. Shipping will be through FedEx Ground, USPS Ground or UPS Ground services.
Free Shipping Orders Over $70.00
Orders totaling $59.00 or more are eligible for free shipping within the Continental U.S. States. Shipping will be through FedEx Ground, USPS Ground or UPS Ground services. This offer does not include rush or air shipment which will be charged extra. In case of urgent delivery, kindly contact us at Twignewyork@gmail.com
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 will arrive the following Tuesday. Weekend orders will be delivered by the following Wednesday. Deliveries occur during business days excluding federal holidays.
The charge for rush delivery is based on the Shipping Partner rates for that day. Kindly note that rush shipping is subject to the condition that Twig New York will ship the items on the first available business day. Twig New York is not responsible for carrier related delays or disruptions. Please contact the shipping company using the tracking number in case there is any problem.
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.
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 and payment link by email. 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 regular flat shipping rates will be also applied to the orders shipping to Canada. *Please note that brokerage fees, import taxes and/or duties may be assessed by the shipping carrier, and are the responsibility of the customer.
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.
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.
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 15 days of receiving your order in original condition and packaging for a full refund, less shipping, of the item amount credited back to the original form of payment.
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 15 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 1-718-361-7999 (M-F 10:30am - 4pm) or by emailing email@example.com. The cost of return shipping will be deducted from your refund. Please note that shipping and handling charges for returned merchandise are non-refundable unless the reason for return is a shipping error from Twig New York in the first place. If you choose to ship your return using your own method, please choose a service with tracking as we are not responsible if the package gets lost.
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 post approximately two-three days after the date of processing. You will receive a refund notification when the return process has been complete.
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.
A fee of $12.80 restocking and return shipping fee 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 gets lost. To receive your exchange shipping label, please contact Twig New York Customer Service by phone at 1-718-361-7999 (M-F 10:30am - 4pm) or by email firstname.lastname@example.org
Please allow up to 14 days for us to receive and process your exchange order.