What forms of payment do you accept?
All payments are processed through PayPal. You can choose to pay using your Visa, Mastercard, Discover or American Express credit cards or you can choose to use your PayPal account balance to make a payment if you have an account already established with PayPal. You do not need to have a PayPal account in order to purchase our products, PayPal also accepts credit card and e-check payments for non-account customers. Please keep in mind that if you choose to pay via e-check, your order will not ship out until the payment has cleared (typically about 4-7 days).
*Please note that all Pennsylvania residents will be charged 6.6% tax on all products (not on shipping) at checkout.
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How Secure is the checkout process?
This store uses PayPal for payments, and PayPal automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).
How are the products shipped and what are the estimated shipping times?
Once your payment clears, your item(s) will ship out within 1-3 business days. We ship all of our products via USPS First Class Mail or USPS Priority Mail.
We do ship all of our products domestically & internationally.
INTERNATIONAL ORDERS...PLEASE NOTE: If you are ordering from another country (outside of the US), The Twinery cannot be help responsible for any Customs Tax that you may receive for your package. This fee is something that each individual country applies to certain packages coming into the country. You will be responsible to pay the customs tax fee, if applicable, to receive your items upon delivery.
FOR INDIVIDUAL TWINE SPOOLS: Shipping costs within the US are $3 for your first spool or twine sampler pack and then $1.50 for each spool and sampler pack added after that. International shipping costs are $6 for your first spool or sampler pack and then $3 for every spool and sampler pack added after that. Please keep in mind that the larger twine packs and bundles may have varying shipping costs due the packaging costs, weight, etc.
Most products shipped within the US take about 2-5 days in transit from the day they are shipped and international shipping times can vary depending on the country it is being shipped to and their customs and delivery times. The transit time is given by the USPS for US deliveries is just an estimation and it not guaranteed. If you need a guaranteed shipping time/date, please contact us about our shipping options.
Please note that the USPS does not consider a package as being lost in transit until it has spent at least 30 days in transit here in the US or 45 days in transit if it was shipped internationally. If you think your package may have gotten lost in transit, please contact us right away and we will do our best to find the whereabouts of your package and file a lost package claim through the USPS if necessary. Please note that we are not responsible for items lost or undelivered due to the wrong shipping address being submitted with your order.
You will receive an email confirmation letting you know your item(s) have been shipped. If your order is shipping within the US, you will also receive a tracking number for your package.
***IF YOUR PACKAGE IS SHIPPING INTERNATIONALLY - you will NOT automatically receive a tracking number for your package. The USPS does not offer tracking on regular international packages. In order to have a tracking number for your package so you can trace your package in the mail system, you MUST ADD the additional REGISTERED MAIL OPTION to your order. This is an additional $12.00 USD for each address being used in your order (not for each item). IF YOU DO NOT CHOOSE THE REGISTERED MAIL OPTION, we cannot track your international package and we cannot be responsible for any lost shipments in transit as we cannot track your items in the mail system without the REGISTERED MAIL OPTION. Please note this BEFORE making your purchase!! Contact us is you have any questions.
What is your Return Policy?
We hope that you love our products as much as we do and to make sure you’re completely satisfied, we offer a 100% customer satisfaction guarantee! We take time and effort to inspect all of our products before we ship them to you and we are very thorough in packaging our items for a safe delivery. However, if you have an issue with any of our products upon
arrival, please contact us immediately after you receive your items—we will do our best to resolve any problem that may occur. While we do not offer refunds, we will gladly replace your items with new products or offer you store credit for future use. In order to receive the full exchange/store credit promise, all products must be returned to us in the original packaging and in an unused condition within 14 business days after you receive your items. Please return your items to us with a copy of your original invoice in a prepaid, insured and traceable manner to guarantee shipping documentation and a safe delivery of the returned goods. The Buyer is responsible for all shipping costs incurred for the returned products.
Do you offer Wholesale?
Yes we do. If you would like to resell our twine in your store, boutique or online shop, please contact us about our wholesale options.
Do you offer any other products or twine colors?
At this current time, we have 14 colors of twine - Maraschino, Mandarin, Lemondrop, Peapod, Caribbean, Lilac, Pink Sorbet, Cappuccino, Charcoal, Blossom, Honeydew, Buttercream, Denim & Stone. While we hope to expand the color line in the near future - the 14 colors listed in our shop are the only colors we offer at this time. We'd love to hear your suggestions for new colors - so contact us and let us know what colors you'd like to see in our shop!
We are currently working on a full line of paper & packaging products that will match our twine colors. These items will be added to the shop once they are completed, but they will be added gradually. For now, visit our blog where we will be offering matching free printable products every now & then until our full line of matching paper products are completed.
Do you offer discounts for large orders?
On an every day basis - No. However, occasionally we will run special discount offers on our products - be sure to join our Facebook Page and follow us on Twitter to learn about discounts & special sales.
Please contact us with any other questions you may have.
Thank you for stopping by The Twinery!