SHIPPING, RETURN & EXCHANGE POLICY

ORDER PROCESS

 

Orders are processed Monday through Friday, with the exception of holidays or company closures. Every effort is made to ship within 5 business days for in-stock orders. If you require something urgently, please contact us so we can expedite your order.

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• ALL ORDERS will have shipping costs added to the total once received. This allows us to quote the best possible price for you and get you the most accurate cost. Please see individual product listings to see our suggested order amounts for each hat to maximize cost effectiveness. You will receive a revised total within 5 business days.

• IN-STOCK orders typically will ship within 5 business days. These are items that are NOT pre-order.

• Orders placed on the weekend or on holidays will begin to be processed the following business day.

• As much as we try to adhere to these order processing times, sometimes we may need an extra days to get things shipped. This is especially true during the holidays and other high-volume times.

• PRE-ORDER items are usually shipped within 3 months from the day you give your payment/deposit.

• In the event that there is a delay with your order, we will contact you as soon as possible.

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SHIPPING POLICY - USA SHIPMENTS

 

Shipping rates vary depending on weight and location.

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All of our products are shipped via UPS with insurance included. Please make sure the shipping address used is verified and error-free. We are not responsible for items shipped to an incorrect address.

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Shipping Options:​

• UPS Ground (1-5 business days from ship date)

• For UPS Expedited services, please contact us to get a quote

• Factory Pickup (we're in Arlington, TX)

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Once the package is released to the courier we have no control over how long it may take to be delivered but most orders are delivered within the courier's estimated timeframe. Any delivery times described on our website or social sites is an estimated time given by the shipping companies to us and is not a definite time of arrival. Delivery time depends on the location of where the package is being delivered to. During the holidays, high volume times, or weather events the couriers can be delayed.

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Other Shipping Information:

Please take into account the following information regarding shipping times and costs.

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• We ship from a central US location in Arlington, Texas.

• A tracking number will be provided to you via email no later than 3 business days after your order ships.

• UPS cannot ship to P.O. Boxes. If you require your items be shipped to a P.O. Box, USPS will be used for your shipment. Please contact us to let us know so we can accommodate your request. USPS ship times are longer than usual as we do not have regular pickups and packages are dropped off once every week when necessary.

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SHIPPING INSURANCE

At Twinstone Hats, we understand how important it is that your order arrives safely and in perfect condition. That’s why every shipment we send is fully insured. This added layer of protection gives you peace of mind, knowing your investment is covered in the rare event that a package is lost or damaged during transit.

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For more details on what to do if your shipment arrives damaged or is not delivered, please refer to the section below.

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Damaged Items or Lost Packages

Please inspect all packages quickly during or after delivery. Damaged items or lost packages must be reported to us within 7 calendar days of delivery to qualify for coverage. 

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Damaged Item(s) Process:

• Freight damages must be reported and/or refused to the freight company at the time of delivery whenever possible.

• Inspect package items and submit your claim within 7 days if any products arrived damaged.

• Take photos of the damaged item(s) and the shipping box.

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What supporting documents are required for a damage coverage request?

Filing a claim for damages requires the buyer to contact Twinstone Hats to initiate the request. When the item(s) are damaged during transit, we need to evaluate the nature, cause, and impact of the damage. To file and qualify for a claim of damage, in most instances, the following supporting documents are required:

- Clear photo(s) of the carrier packaging and product package (if applicable)
- Clear photo(s) of how the item(s) are damaged

The payout amount for damage is determined by the evaluation of the photos, up to 100% of the purchased value, depending on how the severity of the damage affects the usability of item(s), therefore the supporting documents provided directly affect decisioning.

Note that damage to the exterior packaging, without affecting the item(s) inside, are not covered.

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Lost Package Process:

• If the courier tracking stops updating and the package is not delivered, please contact us within 30 days of shipment date of your package so we can open up an investigation with the courier. 

• If the courier marked your package as delivered, please make every effort to look for your package around your delivery address. This can include behind gates, planters, etc.

• Domestic packages not delivered within 30 days from the date of fulfillment (i.e., the date when the order is shipped by us) are considered lost.

• The compensation for lost packages is: the value paid for the purchased item(s), a credit for the item(s), or we will replace the item(s).

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What supporting documents are required for a lost coverage request?

Filing a claim for loss requires buyers to contact Twinstone Hats to initiate the request.

Lost package claims require one of the following tracking statuses:

- The shipment be marked by the carrier as "lost" or
- Domestic shipments must not have a "delivery" scan within 30 days after shipment 

To file and qualify for a claim of loss, a screenshot of the courier page that includes the tracking number and status is required to validate the package status.

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You can also provide a Carrier Letter​

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International Shipping and Exchanges

At this time, we do not directly ship internationally. International customers must provide their own shipping arrangements. We apologize for the inconvenience.

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At this time, we do not accept exchanges for international shipments.

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