Most in-stock items are processed within  2 - 7 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 2 - 7 business day processing time mentioned above; or should there be any unforeseen delay thereafter, including but not limited to inclement weather, shipping company delays, or any other cases, 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 info@twigny.com. Mails are replied to within 2-5 business days.

Free Shipping Orders Over $49.00 - Continental US

Orders totaling $49.00 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 info@twigny.com

Flat rate shipping of $8.50 for orders under $49. 

Alaska, Hawaii and Puerto Rico: 

For shipments to Alaska and Hawaii, our a flat rate of $25.00 will be charged for shipping of orders below $99.99 in total value before tax. Orders totaling $100.00 or more are eligible for free shipping. 

Shipping will be through FedEx, USPS, DHL or UPS services.
*Please note that brokerage fees, import taxes and/or duties may be assessed by the shipping carrier, and are the responsibility of the customer.

Canada: 

Orders totaling $69.00 or more are eligible for free shipping within Canada.
Flat rate shipping of $17.00 for orders under $69. Shipping will be through FedEx Ground, USPS Ground, DHL or UPS Ground services.
*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 Shipping: 

For international orders, our flat rates cannot be applied. Please contact us 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.

US Sales Tax - Local sales tax rates will be charged on orders shipping to New York 

Orders shipping to Canada require additional import sales taxes and customs duties arising in the country of destination, which will be billed separately. Different customs duty rates apply depending on the product ordered. As the recipient you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to. In some cases, the payment of these may be necessary to release your order from customs on arrival.

It is the responsibility of the customer to ensure the accuracy of the shipping address during the time of purchase. In the event a customer enters and confirms an order with the wrong shipping address and fails to notify Paperways Customer Care before the order is packed and shipped, the customer will be held responsible for any shipping costs related to returning the incorrect shipped order and/or shipping costs related to shipping a new order (if required) to the correct address.

We use reliable delivery services that offer sophisticated tracking systems to monitor the status and confirm the delivery of all shipments. Once an order leaves our warehouse, the responsibility for delivering the order lies with the delivery service. Accordingly, in the event a customer claims an order was not received, the tracking information, along with any delivery confirmation, in the delivery service's tracking system will serve as the proof of delivery.

If a package is lost or missing in transit, please contact us so we can file a claim with the shipping company. Once concluded and if the package is not found, we will replace your order. If your order was stolen or missing after confirmed delivery, we ask that you check with neighbors and wait a full week, as often packages will turn up.  We also ask that you file a police report and share that with us. Once this process is concluded, we can replace the order. No refunds will be given.

We take great pride in the quality of our products. If for any reason our merchandise is not a perfect fit for your need, 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 by email info@twigny.com or via contact form. The cost of return shipping will be deducted from your refund, unless the return is due to our mistake (product defect or wrong item received).

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.  

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 post approximately two-three days after the date of processing. 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 info@twigny.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 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 by email info@twigny.com

Please allow up to 14 days for us to receive and process your exchange order.