Free Shipping On all orders placed for shipping anywhere in the Continental U.S.
Obviously, we can not offer free shipping to Hawaii, Puerto Rico or the US Virgin Islands. For any order outside the the Continental U.S. - we will work hard to obtain the most economical method of shipping and will email you with shipping costs for approval prior to shipping.
International Orders
Twisted Orchid is pleased to offer International Shipping to Canada and select International countries! Packages usually arrive within 5-10 business days and are insured against lost or damage at no additional cost. International shipping fees are non-refundable. All customs fees and duties are the responsibility of the customer. You may be subject to import duties and taxes, which are levied once the package reaches your country. Twisted Orchid has no control over customs duties, import fees, and cannot predict their cost. Customs policies vary widely from country to country; you should contact your local customs office for further information. At times, custom policies may also delay the delivery of your package. To provide safety and security for all online shoppers, international customers may be asked to fax a copy of their photo identification and both sides of their credit card before their order is processed.
Military Addresses
We love shipping to our Military friends! Unfortunately, we cannot guarantee delivery time to military addresses. It takes 1-3 days for Priority Mail to arrive at the primary military post office, and 2-9 days for First Class Mail. From there, the package is under the control of the military mail system. Your order should arrive in about the same amount of time as other packages from the U.S. (in most cases 7-14 days). The actual transit time depends on where you are stationed. If you have any problems entering your APO/FPO address information please contact Customer Service by e-mail at sales@twistedorchid.com which will be answered within 24 hours.
Lost Shipments
Twisted Orchid is not responsible for stolen or lost packages when the tracking system of a chosen shipping courier shows that the package was delivered. Please choose a shipping service with signature confirmation if you believe that it is unsafe to leave the package unattended. All shipments will be considered lost if they have not arrived after 20 business days. Orders lost due to incomplete address information provided by the customer are the responsibility of the customer and are not eligible for a refund.
Incorrect Addresses
Packages returned to us because of an incorrect or incomplete address may be assessed a 20% surcharge.
Guaranteed Delivery
We guarantee that your package will be delivered to the address you provided to us. If your package is lost by the carrier, we'll replace it - FREE.
Every package we send has a delivery confirmation number. This is our proof of delivery. If your package is lost, and the carrier cannot give us confirmation of delivery, we will send you a replacement of your order at no cost to you. (If the carrier has proof of delivery, yet you say that you did not receive your package, you must file a claim directly with the carrier, using the delivery confirmation number we will provide for you). This guarantee does not cover replacement of items damaged by incorrect handling or carelessness.
Conditions:
1. You must allow enough time for the carrier to deliver your package. In the case of the USPS, it can take up to 20 business days to deliver your package. Please wait the required amount of time before notifying us of an undelivered package.
2. You must notify us by email if your package has not arrived, or if you received damaged merchandise.
3. Please don't try to file a false claim. We are informed as each package is delivered; we will be able to check if your package was delivered to you or not. If the carrier can provide confirmation that the package was delivered, we will not send a replacement. Likewise, we inspect each item before it ships. We can tell the difference between damage done in shipping and damage that had to be done by mishandling. |
